With Hurricane Irene bearing down on the East Coast, Time Warner Cable is taking steps to prepare for the impact of the storm. Time Warner Cable has more than 5.9 million residential and business customers from the Carolinas to New England.
Time Warner Cable has Business Recovery Unit trailers in place in key locations along the East Coast so restoration efforts can begin as soon as it is safe to enter potentially impacted areas. The trailers hold everything from fiber, generators and chainsaws to emergency supplies for crews, such as tents, flashlights and water.
“By positioning equipment in strategic areas before the storm, Time Warner Cable is able to quickly respond to those communities that sustain the most damage,” says Mike Munley, president of residential services, Time Warner Cable East. “We know our residential and business customers rely on our digital phone, Internet and cable services to stay connected to information and each other, particularly during severe weather and we are committed to getting customers back on line as soon as it is safe to do so.”
With more than 17,000 employees throughout the East, Time Warner Cable takes the following proactive measures to ensure that we are ready to help customers in the event of severe weather:
• Technicians have extra equipment and fuel on hand
• Generators have been tested and backup power equipment is prepared for deployment
• Additional technicians, maintenance, construction and customer service representatives are scheduled around the clock
• Call center employees up and down the East Coast are ready to answer customer calls, online chat and Tweets from impacted areas
• Work-from-home representatives will take customer calls from their living rooms
• Technicians across the East can be quickly mobilized to provide support to the impacted areas that need the most help. In addition, Time Warner Cable can call in employees from other states to help if needed.
Time Warner Cable’s 24/7 robust automated phone system tells customers if we know about an outage in their area. If the customer hears information about the outage, customers don’t need to take any action. If they don’t hear about the outage impacting their neighborhood, they can report it by telling the system their services are out. They can also follow the steps to talk to a customer service representative. The number for residential customers to call is 1-866-4-TWCNOW.
In addition, outage information is available at www.yourtwc.com/storm. You can also follow the latest developments on Twitter, @TWCCarolinas.
For customers of Time Warner Cable Business Class, the 24/7 support team is available to assist by calling 1-877-892-2220.
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