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Assemblyman Sean Ryan urges Charter to find easier way to refund customers affected by outages

This past weekend, Spectrum experienced issues in New York, Maine, and New Hampshire after a multiple fiber was damaged and affected by ice and snow storms.

New York State Assemblyman Sean Ryan is calling on Charter Communications, the parent company of Spectrum, to find an easier way to credit customers who lost access to cable, internet or phone services due to a recent outage. 

This past weekend weather-related fiber damage was to blame for an outage in New York, Maine and New Hampshire.

The outage that lasted more than four hours. 

Spectrum spokesperson Lara Pritchard said the company will work with affected customers to see if they are due a partial refund, but customers must call in instead of getting an automatic credit because, "there were different areas impacted, and it wasn't a one-size-fits-all thing."

Pritchard said there are many variables that could play a factor in someone's potential refund. For example, location, length of time and which services were impacted.

She said it's possible a single service may have been impacted for a customer that has multiple services through Spectrum. Because of those varying circumstances, Pritchard told 2 on Your Side service representatives are best equipped to work directly with customers, on a case-by-case basis.

Assemblyman Ryan, who represents the 149th District, doesn't buy that reasoning. 

He said, "The easiest way to guarantee the consumer gets the money back is just to take it off the next bill, but if you're trying to make so most consumers don't claim their five to ten dollars, you set up an 800-number with a long wait time." 

In a written statement he said, "Spectrum should make this process as easy as possible instead of forcing more than 2 million customers to go through an onerous hassle to get a refund."

The statement also said, “Providing customers with an automatic bill credit is the best way to resolve this and urge them to take this action immediately. I will continue to monitor this situation and if necessary, contact the New York State Public Service Commission to resolve the issue and ensure customers are treated fairly.”

Customers must contact Spectrum directly at: 1-(855) 707-7328 to see if they qualify for a refund.

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