Local business owners upset with recent Spectrum outages


WILMINGTON, NC (WWAY) — For weeks several businesses in New Hanover County have been dealing with outages from their cable provider.

It has been costing them business, piling up work, and creating overall frustration.

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“We’ve gone as long as 3 days without any phone service,” Paul Vision Institute, Edward Paul, OD said. “We’ve not had complete phone service for one day in the last two weeks.”

“I can’t fix it. That’s what’s frustrating for me as an owner,” Physical Therapy for Women Owner, Jennifer Shepherd said. “That I physically, you know, there’s nothing I can do to take that away.”

For more than two weeks, phone and internet access has been going in and out for several businesses like Physical Therapy for Women and Paul Vision Institute on Military Cutoff Road.

“Which has been crippling for a small medical practice when we’re dependent on patients being able to reach us by phone to make appointments, but also reach us by phone about emergency issues, prescription refills, concerns they have,” Paul said.

It is a major problem Paul said is a direct result of his provider.

“Management at Spectrum Time Warner they need a reboot,” Paul said. “They need to basically look at customer service from a different angle and think about the impact they have small businesses in New Hanover County.”

Paul is not alone, just across the street at Physical Therapy for Women they are having the same issues.

“The biggest problem is we don’t know what we don’t know. We don’t know the faxes we don’t receive. And then patients are angry,” Shepherd said.

It is a frustrating problem Spectrum said it is working on.

A spokesman sent us the following statement:

“Some Spectrum customers in the Military Cutoff area are experiencing intermittent internet and phone issues. We are working to resolve the issue as quickly as possible for those who are affected and sincerely apologize for the inconvenience.”

Business owners like Shepherd hope it gets fixed soon.

“It’s really been an inconvenience,” Shepherd said.

As for when the problems will be fixed, a Spectrum spokesman said they are working with customers individually. The reason is because services were affected differently and cannot all be repaired the same way.