Millions of Time Warner Cable customers missed about an hour of the Super Bowl when an unexpected blackout occurred on Sunday.
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The blackout affected viewers with the standard definition service, including those in the Santa Clarita Valley.
Although Time Warner Cable Public Relations Manager Bret Picciolo said he was not sure exactly when the blackout occurred, many have reported customers could not watch much of the halftime show and game, as well as some other Time Warner cable channels.
“There was an issue with a piece of equipment that processes video signals,” Picciolo said in an email. “We had teams of engineers working throughout the telecast and they restored the signal as quickly as they could.”
Picciolo said that most Time Warner customers were not affected because the telecast, or high definition signal, remained intact.
“Most Time Warner Cable viewers watch the HD signal because it’s on broadcast,” Picciolo said. “Many viewers with HDTVs with digital tuners would have seen the HD signal uninterrupted, so there’s no way to pinpoint the number of people who were watching the SD signal.”
Ironically, the blackout occurred just days after Time Warner announced Los Angeles and New York City customers would be the first to benefit from new major enhancements, dubbed “TWC Maxx.”
“We’ll triple Internet speeds for customers with our most popular tiers of service, add more community WiFi, dramatically improve the TV product and, perhaps most importantly, we’ll set a high bar in our industry for differentiated exceptional customer service,” said Chairman and CEO Robert D. Marcus, in a press release.
Now Time Warner Cable is reaching out to customers to remind them that although accidents happen, they still have their customer service.
“We’re still looking into all the aspects of this issue,” Picciolo said. “Our engineers resolved the issue as quickly as possible, and we sincerely apologize for the inconvenience this caused our customers.”
But apologies and promises did not stop angry customers from flooding the Internet with complaints, requests for a refund, and tweeting, often using #SuperBowlBlackout.
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One user even created a Super Bowl Blackout Twitter account, @blackoutXLVII.
Somewhere, there is a Buffalo Wild Wings bartender laughing quietly to himself #SuperBowlBlackout
More information: Santa Clarita News
Photo courtesy of NBC
Source: Santa Clarita News