Spectrum offering customers impacted by cable outage refunds, but amount varies

Andrew Hyman
Updated: February 13, 2020 11:36 PM
Created: February 13, 2020 11:33 PM

GREECE, N.Y. (WHEC) — On a normal night, Greece native Dana Preville can be found watching her favorite TV shows in her living room. She loves to watch crime shows.

But, on Saturday, the shows stopped, because her signal dropped. 


Hers, and several other Spectrum customers across the region. 

The company said icy weather, which hit the northeastern United States, lead to damage in its fiber-optic system, which then resulted in widespread service outages.

"This is just, it's crazy," Preville said.

Preville says after a few hours, the signal returned and she moved on. 

But, then, she saw the company was offering refunds, so, Preville made a call to Spectrum and her bill was credited $16.24.

"I felt it was fair enough," she said.

Though, not every experience was the same. In a News10NBC Facebook poll, we asked you what amount you received, or were offered from Spectrum.

The results were about as scrambled as the signal.

Through several comments, people said they were refunded between $5 to $8, although a few commenters did report taking in $1 to $2. 

Some of the higher returns had phone, cable and internet bundled, like Preville does.

Preville: "Personally, I don't think it's fair, everybody was still out of it, and nobody had cable."

News10NBC’s Andrew Hyman: "You're saying you don't think it's fair people got different rates?"

Preville: "Right, right.”

News10NBC reached out to Spectrum to see why there was such a difference.

A spokesperson told us:

“The vast majority of customers lost TV service, however there is some variation on impact, which is why we will work with customers on a case-by-case basis. Our customer service team is best equipped to communicate directly with customers, detailing any credit, timing and application. There are many variables (for example, service impact, location, length of time, etc.), that is why our customer service representatives are best equipped to work directly with customers, providing explanation and any appropriate credit, as necessary.”

Back at the Preville house, Dana says another drop like this could have them dropping cable.

"I’m shopping, I’m shopping around," Preville said.

According to some customers were able to bargain for a higher credit. Commenters on our poll did not report doing the same. 

For your refund, you can call Spectrum customer service at 855-707-7328. 

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