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The Bottom Line: TWC Email Outage

Updated: Thursday, July 10 2014, 08:46 PM EDT
ALBANY -- A week-long e-mail issue for customers of a major provider is leading to frustration for hundreds of thousands.

Time Warner Cable confirms that about 10% of its Road Runner e-mail customers nationwide - or about 1.5 million customers - have been without access to their e-mail for days.

That includes customers in the Capital Region who tell CBS 6's Dori Marlin, they've been without service since June 9th.

Christine Pearce of Albany tells Dori, she's had no e-mail at all during that time - and while she's gotten some answers, she still has some serious concerns.

"Has the system been hacked?  I want to know if my personal information has been disseminated," says Pearce.  "Also during this time, I bought tickets to a place in New York City to go down and take my granddaughter some place.  The tickets were to come by e-mail.  I couldn't open the email, I couldn't log in, and I lost my money because the event came and went."

Dori took the concerns of Pearce and other local customers to Time Warner Cable, to get The Bottom Line.

A spokesman tells Dori, the issue is with a database used by their e-mail servers - and while the company says it's taken several measures to resolve the issue, it's been unable to permanently fix it.

There's no resolution date right now, as the spokesman says they're just trying to fix the problem as soon as possible.

Dori also brought Pearce's questions about security to TWC's attention; however, the company assures her it is "confident" that customers' e-mail has not been susceptible to any outside network or threat.

Dori will be staying on this story to get The Bottom Line, and will keep you posted.The Bottom Line: TWC Email Outage


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