Light Reading

TWC Internet Outage Follows $1.1M Fine

Mari Silbey

Time Warner Cable suffered major Internet outages across the US early Wednesday morning, with failure reports on peaking between 6:00 and 7:00 a.m. eastern time. A similar spike appeared for Bright House Networks -- which partners with Time Warner Cable on many engineering functions -- but on a much smaller scale.

Bobby Amirshahi, Time Warner Cable Inc. (NYSE: TWC) vice president for public relations, told USA Today that "an issue with our Internet backbone created disruption with our Internet and On Demand services" for the company's 12 million broadband customers. The issue now appears to be largely resolved.

In an unfortunate bit of timing for Time Warner Cable, the broad-based outage follows an announcement by the Federal Communications Commission (FCC) on Monday that it is fining the company $1.1 million for a failure to report similar problems in the past. This is what the FCC order said:

    Here, TWC failed to file a substantial number of reports with respect to a series of reportable wireline and Voice over Internet Protocol network outages. TWC admits that its failure to timely file the required network outage reports violated the Commission's rules. To resolve the investigation, TWC will pay a civil penalty of $1.1 million and implement a three-year compliance plan to ensure future compliance with the Commission’s network outage reporting rules.

The problems for Time Warner Cable also occurred while the company is under the microscope due to its proposed merger with Comcast Corp. (Nasdaq: CMCSA, CMCSK). Charter Communications Inc. , which would also play a role in that deal because it would buy and swap systems with Comcast, had its own outage to contend with over the weekend. One of the biggest complaints in the Charter situation was a lack of effective customer support service. (See Charter Internet Outages Blamed on DNS Problems.)

Get the latest updates on Internet outages and other broadband issues by visiting Light Reading's broadband services content channel.

TWC subscribers also expressed frustration on user forums about getting through to customer support in this morning's outage. However, the company, unlike fellow MSO Charter, did take to Twitter to inform users about the technical difficulties. As of late morning, a representative reported on Twitter: "Services should be restored for all customers; our apologies for the interruption. If you're still having issues, please let us know."

— Mari Silbey, special to Light Reading

(3)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
User Rank: Light Sabre
8/28/2014 | 12:11:59 PM
Re: Paging Rube Goldberg
@KBode -- Well, I know when my provider goes out on a large scale, the moment you call customer service/support you get a heads up that there's a problem and they're working on it, making sense since obviously you can't access the Internet. 

I'm honestly not sure what else could be done.
User Rank: Light Sabre
8/28/2014 | 8:36:01 AM
Re: Paging Rube Goldberg
I'm not sure I've even seen an ISP outage notification portal that actually works. And yes, kind of hard to access an Internet outage notification system of any kind when you have no Internet access to speak of...
User Rank: Light Sabre
8/27/2014 | 2:13:50 PM
Paging Rube Goldberg
So the idea with notification on service outages is you have to (a) sign up to receive TWC's Twitter feed and (2) have a functioning mobile connection (not Wi-Fi enabled from your home router) to find out that your Internet service is down -- which you probably already knew if you tried using it.
Educational Resources
sponsor supplied content
Educational Resources Archive
From The Founder
Steve Saunders provides an overview of white box networking and introduces a new "slim line" version of the OSI 7-layer model.
Flash Poll
Live Streaming Video
CLOUD / MANAGED SERVICES: Prepping Ethernet for the Cloud
Moderator: Ray LeMaistre Panelists: Jeremy Bye, Leonard Sheahan
Wagner’s Ring
The Business Case for Open Source

11|30|15   |     |   (1) comment

Open source helps companies enhance infrastructure, undermine competitors' advantage and teach collaboration. But there are problems.
Between the CEOs
Centec on Ethernet Switching

11|26|15   |   09:58   |   (0) comments

Centec CEO James Sun talks to Steve Saunders about Ethernet switching and the white box revolution.
LRTV Custom TV
Delivering Service Agility in the Virtualization Era

11|25|15   |   5.41   |   (0) comments

Interview with Massimo Fatato, WW OSS Business Lead, Hewlett Packard Enterprise.
Wagner’s Ring
How Might Open Source Fail?

11|24|15   |     |   (10) comments

Open source, SDN, and NFV are looking inevitable – but performance, standards proliferation and regulatory capture could derail the movement.
LRTV Custom TV
NFV Lifecycle Orchestration – a Fresh Vision for Telco

11|23|15   |   6.40   |   (0) comments

Simon Osborne, CTO Comptel, and Heavy Reading's Caroline Chappell reveal the business impacts of new SDN and NFV, and what the term service orchestration actually means. Together they define Lifecycle Service Orchestration and how the virtualized future will look for telecoms operators.
Between the CEOs
Cisco's Virtual Role in Saudi

11|20|15   |   12:15   |   (2) comments

Light Reading founder and CEO Steve Saunders talks with Zayan Sadek, Regional Manager at Cisco Systems, about the competitive communications services market and advance of virtualization in Saudi Arabia.
LRTV Huawei Video Resource Center
Huawei Leads With Kubernetes for Cloud PaaS

11|19|15   |   08:26   |   (0) comments

Huawei is looking to Kubernetes as a key tool for building robust open source technologies for customers and partners, said Ying Xiong, chief architect of cloud platform at Huawei, in an interview with Light Reading West Coast Bureau Chief Mitch Wagner at the recent Kubecon conference.
Women in Comms Introduction Videos
WiC in London: The Highlight Reel

11|19|15   |   5:33   |   (1) comment

NetCracker's Mervat El Dabae headlines an inspiring morning in London with help from leading women from Vodafone, TalkTalk, Hyperoptics and Ciena.
LRTV Documentaries
Why Saudi's So Hot for New Tech

11|19|15   |   05:07   |   (0) comments

Light Reading's Steve Saunders reports from Saudi Arabia, a hyper-competitive market desperate to embrace the next generation of communications technologies and services.
LRTV Custom TV
Why Data Models Deliver More Value Than Information Models

11|19|15   |   5.08   |   (0) comments

Stefan Vallin argues that more automation is needed to manage end-to-end services and the hybrid networks they run on, and that data models are key to achieving this.
Telecom Innovators Video Showcase
SDN Management & Orchestration in the WAN

11|17|15   |   7.20   |   (0) comments

Carol Wilson and Packet Design CTO Cengiz Alaettinoglu discuss CSPs' SDN service delivery and assurance requirements. Learn about a modular approach to building automated control, orchestration and management functions for the WAN that are policy- and analytics-driven.
LRTV Custom TV
Flash Networks: Optimizing for Radio Spectral Efficiency

11|17|15   |   3:34   |   (0) comments

Today most optimization vendors only focus on optimizing voice or data. Ofer Gottfried, Flash Networks' CTO, shows how improving data throughput and maximizing spectral efficiency reduces capital and operating expenses while also providing a platform for user engagement.
Allot MobileTrends Report H2/2015 reveals how daily online behavior can be used to discover smarter ways to profile customers and propose valuable, real-time offers to them.
Hot Topics
Samsung: No Sale of Wireless Unit
Dan Jones, Mobile Editor, 11/25/2015
Hong Kong Moments
Ray Le Maistre, Editor-in-chief, 11/26/2015
How Might Open Source Fail?
Mitch Wagner, West Coast Bureau Chief, Light Reading, 11/24/2015
Facebook in Africa: Beauty or Beast?
Iain Morris, News Editor, 11/27/2015
Cable Gives Thanks for Business Services
Alan Breznick, Cable/Video Practice Leader, 11/27/2015
Like Us on Facebook
Twitter Feed
December 15, 2015
Virtualizing Cable Services
Webinar Archive
BETWEEN THE CEOs - Executive Interviews
Centec CEO James Sun talks to Steve Saunders about Ethernet switching and the white box revolution.
Light Reading founder and CEO Steve Saunders talks with Zayan Sadek, Regional Manager at Cisco Systems, about the competitive communications services market and advance of virtualization in Saudi Arabia.
Cats with Phones
Can't Find the Phone on Thanksgiving? Click Here
Check under the cat! (hint: bottom right)
Live Digital Audio

Broadband speeds are ramping up across Europe as the continent, at its own pace, follows North America towards a gigabit society. But there are many steps to take on the road to gigabit broadband availability and a number of technology options that can meet the various requirements of Europe’s high-speed fixed broadband network operators. During this radio show we will look at some of the catalysts for broadband network investments and examine the menu of technology options on offer, including vectoring and for copper plant evolution and the various deployment possibilities for FTTH/B.