Here in New York City, Time Warner Cable is down. (I’m getting on over my mobile phone’s T-Mobile data connection.)
According to DownDetector, TWC is also down in a lot of places:
This is a developing story, in the midst of which I can take the opportunity to have a meaningful encounter with CX — Customer eXperience. Let’s make lemonade.
My cable modem shows the connection is live, but just blinking steadily in its attempt to pass data back and forth with TWC itself. Earlier ping tests (when the connection was merely bad) went somewhere, but latencies were all high. Now they go nowhere.
Calls to Time Warner Cable get me a message: “All circuits are busy now. Please try again later. Message NY-224-55.”
A visit to @TWC_Help finds the last two postings are on 15 and 22 August. TWC’s many other social channels on Twitter are useless promotional vehicles. A Twitter search for TWC shows lots of problems in lots of places, right now. So this is a developing story.
No doubt the story in the mainstream media will go along the lines of these two:
The big angle will be around the planned merger of TWC and Comcast — two well-hated ogres.
But we’re here to help, not complain. What can we do with VRM here? Not just for TWC, but for every company in TWC’s position? Specifically,
- What code do we have already? and
- What development paths are VRooMers on that can lead toward better CX?
[Later…] Nice follow from @Comradity.