Time Warner email problems persist

PHOTOGRAPHER: Bethany Bump

If you still can’t access your Road Runner email, you’re not alone. Users of the Time Warner Cable email system continue to experience outages one week after the issue was first reported.

Time Warner Cable spokesman Scott Pryzwansky said he doesn’t know how many customers in the Capital Region have been affected, but he confirmed that the issue is affecting about 10 percent of email users. In New York, outages have been reported in the Capital Region, Rochester, Buffalo and New York City, according to downdetector.com, a website that offers a realtime overview of outages reported on social media.

“We are working around the clock to resolve this issue and to provide all of our customers the reliable service they’ve come to expect from TWC,” Pryzwansky said in an email. “We apologize to our customers and appreciate their continued patience as we work to resolve this issue.”

The issue is with a database used by Time Warner Cable email servers, he said. It was first identified June 11.

“While we’ve taken several measures to resolve this issue, we’ve been unable to permanently fix the issue at this time,” he said. “We are working to resolve this issue as soon as possible. Delivering reliable service is our top priority and we have been working around the clock to address this. We don’t have a resolution date at this time but continue to make this a top priority.”

While some customers experienced outages, others seem to have experienced delays in receiving emails or haven’t been able to send or receive emails at all.

Time Warner Cable Internet customers who do not use Road Runner email are not affected.

Customers who’ve been without email for a week now have taken to TWC’s Facebook page to complain and to demand a credit on their monthly bills.

It’s unclear how many Road Runner email users there are in the Capital Region. Pryzwansky declined to divulge customer numbers in the region, citing competitive reasons.