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Spectrum outage leaves realtor without email for days

July 24, 2017 06:00 PM

For many of us, our cell phones are essential tools to do our jobs.  It's especially important for a real estate agent who does nearly all her work by phone and email. So you can imagine how frustrated a local real estate agent was when she had no email access for days. When she could get no answers from her provider, she dialed Deanna.

“I do all my contracts through email, all my AuthentiSigns are through email. All my communications with my clients are through email," said Rochester realtor Lynn Persi. So when her email was down, she was desperate.  She was without email for four days.

 “I was crazy!” she said, holding her cell phone.

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Persi has a rochester.rr.com email.  These email addresses were established before the newly-merged company became Spectrum. The company calls the old carry-over email addresses legacy accounts.

She called Spectrum again and again and again.

"They would ask the same questions. ‘What is your zip code?’ And I would tell them my zip code. They would put me on hold, and they would say, ‘Yes there is an outage in that area, and no, we don't know what time it will be corrected,’” said Persi shaking her head.

So she called News10NBC consumer investigator Deanna Dewberry and her team got to work. We contacted Lara Pritchard, Spectrum’s Regional Director for Communications for the Northeast.

"A few hours later I started getting messages,” said Persi.

Lara Prichard confirmed the problem saying, "A small percentage of customers who use legacy TWC/BHN email (rr.com) are experiencing delayed or intermittent email access because of a specific server issue."

But Persi constantly checks a website called downdetector.com which aggregates social media complaints across the country. The outage map shows that Persi wasn't the only one in the Buffalo and Rochester areas complaining about Spectrum's email issues.

Pritchard said, "Our teams are working around the clock to resolve this completely as quickly as possible, and we sincerely apologize for the inconvenience."

Persi said the outage has been more than a bit inconvenient.  She's just glad to finally be getting emails again.

"I do think I'm getting them all today,” she said noting there had been a few glitches. “But nothing like it was. It was horrible!” she said.

Persi is one of two viewers who reached out to us. Both have email access today, though they've had sporadic problems. News10NBC spoke to Spectrum again on Friday, July 21 and were told Spectrum teams are continuing to work on the issue.

Credits

Deanna Dewberry

Copyright 2017 - WHEC-TV, LLC A Hubbard Broadcasting Company

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