Spectrum says heavy snow and ice caused a widespread outage that left customers frustrated and without service on Saturday.
he spokesperson says that the weather caused significant fiber damage in multiple locations, including the service’s critical redundancy that serves as a backup when delivery fiber suffers damage.
Spectrum’s field teams are only allowed to access impacted areas to make repairs once the area is deemed ‘clear’, according to the spokesperson, and road closures and heavily damaged areas also need initial clearance for access, according to CNYCentral.com.
Rep. Anthony Brindisi called for an investigation into the outage.
“Upstate New Yorkers are paying for services from Spectrum and the company is not delivering,” Brindisi said. “This outage hurt our small businesses and families across the district. I am calling on the PSC to investigate this outage because customers deserve answers.”
On Monday, the company announced that a billing credit would be available for customers impacted by the outage. It’s unclear how valuable that credit will be. For customers to be eligible, they must call Spectrum.