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UPDATE: SCV residents still simmering over Super Bowl TV outage

Time Warner Cable official cites technical issue

Posted: February 3, 2014 10:11 a.m.
Updated: February 3, 2014 3:15 p.m.
 

SANTA CLARITA - Time Warner Cable officials offered an apology Monday for the blackout that cut off Sunday’s Super Bowl telecast for customers in Southern California, including the Santa Clarita Valley.

Meantime, local residents with basic cable were still simmering mad Monday over the blackout.

The cable company’s California representative, Dennis Johnson, explained the cause of the blackout in an email as: “an issue with a piece of equipment that processes video signals.

“We had teams of engineers working throughout the telecast and they restored the signal as quickly as they could,” he said. “We’re still looking into all the aspects of this issue.”

In a prepared statement, Johnson explained the blackout this way: “Our HD signal remained intact, so most Time Warner Cable viewers were unaffected by a technical issue that caused a loss of our SD (standard definition) signal in Southern California. Our engineers resolved the issue as quickly as possible, and we sincerely apologize for the inconvenience this caused our customers.”

He added: “Most Time Warner Cable viewers watch the HD signal. Because it’s on broadcast, many viewers with HDTVs with digital tuners would have seen the HD signal uninterrupted, so there’s no way to pinpoint the number of people who were watching the SD signal. The SD signal (interruption) was approximately one hour.”

That response did not comfort Valencia resident and Time Warner customer George Hershey.

“It’s un-American,” Hershey said Monday.

“It’s like Christmas without Santa Claus, Thanksgiving without turkey or the Fourth of July without fireworks,” he said the day after missing part of the nation’s biggest football game.

Hershey said televised coverage of the game froze during a commercial featuring a “little girl in a car, looking at her father,” he said. That image remained frozen on the screen, he said.

“So she’s going to very famous.”

Hershey said he missed the game’s half-time show and most of the third quarter.

Then it went out again for 10 minutes, he said.

Barbara Barrick of Saugus also complained about the blackout.

“It was extremely untimely,” she said Monday. “It was very irritating and very frustrating.”

“A month of free service might be something for them to consider,” she said.

Other Santa Clarita Valley residents were also angry over the outage Monday. One poster at signalscv.com put it this way: “At least I was able to find (the game) on Channel 411, but many others did not have the digital channel available. Shame on Time Warner.”

jholt@signalscv.com
661-287-5527
on Twitter @jamesarthurholt

 

 

 

Comments

Unreal: Posted: February 3, 2014 12:54 p.m.

I feel sorry for the seniors who were looking forward to this game. A lot of people in friendly valley can't afford more than basic cable and they lost out. They won't be emailing on this site either as a lot of them are not computer literate. So I am complaining for them.
My mom lives in Friendly Valley and I know they were mystified. They sure weren't on Twitter getting updates. No one could get through on the phones. All of SCV needs a better deal from Time Warner anyway. Maybe the city can negotiate something better than we get for this lousy service.

And Time Warner always does something lame like give a free movie if you log onto the net. How will the seniors do that? You better come up with something big to make up for it to them. Something that they can use. This was about the worst thing a Cable provider could do to their subscribers. --edited.


driz: Posted: February 3, 2014 2:15 p.m.

This was another Time Warner screw up. I don't have HD therefore I didn't have a chance to see the portion of the game that TW decided I shouldn't see. I am so sick and tired of TW accepting my money and then not giving a refund when they screw up. Really, only channel 11 was affected? If I am paying for a service that you state you can provide then I expect to recieve those services until I no longer pay for them. Thieves that is what you are TW. Also, I don't subscribe to Tweet either. If you want to make a statement when your system fails then perhaps a recorded message on your phone lines would be appropriate instead of disconnecting people (yes I called and got through & was promptly disconnected) or having a busy signal as is your normal action. Another idea would have been to indicate a message on the TV, you know, that thing your supposed to be sending a signal to...


Dude: Posted: February 3, 2014 2:32 p.m.

Why anyone would stick with Time Warner is beyond me. Their service and pricing is just the pits. I switched to Dish 7 years ago and haven't looked back. Superior service, quality, pricing and channels.


Unreal: Posted: February 3, 2014 3:06 p.m.

Dude: How much?


EgbertSouse4U: Posted: February 3, 2014 4:08 p.m.

We switched to DirectTV about 6 or so years ago as well and it is so much better than Time Warner. We would never consider going back.


timothymyers02: Posted: February 3, 2014 4:33 p.m.

I think they assumed that all these folks without HD were Bronco fans and this was really the merciful thing to do! :)


stray: Posted: February 3, 2014 6:29 p.m.

I was bummed out over this also! We were visiting family in Culver City and Channel 11 went out there also. My 96 year old grandmother doesn't have HD, so luckily her next door neighbor had HD and we all watched it on channel 411. We enjoyed seeing the Bronco's get their a$$es kicked!

I think that there will be law suits coming at TW from the advertisers who pay huge $$$ to put on their commercial ads. With the loss of probably millions of viewers not able to see the ads, I believe they will smack TW with a summons to appear!


cj64: Posted: February 3, 2014 7:06 p.m.

The city collects franchise fees from Time Warne customers.

The city collects franchise fees from Time Warne customers?


chefgirl358: Posted: February 4, 2014 6:28 a.m.

We switched from Dish to Uverse about 3 years ago and absolutely love it. I heard so many awful things about TW from friends and coworkers that I knew we didn't want them when they came to town.


ricketzz: Posted: February 4, 2014 6:46 a.m.

Time Warner is about to be bought by Comcast. Maybe they will do better. I doubt it.

Broadcast Basic, which includes local TV, HD and SD, is $30/month. Satellite TV is very expensive and lacks locality.


bobforte: Posted: February 4, 2014 9:42 a.m.

15 years of Directv and never an outage.


SingleMomOfOne: Posted: February 5, 2014 10:56 p.m.

Fox en espanol had no outage...go figure...other channels were also affected during this glitch in programming, like 9 and PBS...getting more and more angry that I was missing the commercials (my team was not playing in the big game) I scrolled down to find the HD and saw it was fine...least I thought of it, but I shouldn't have to?


woodydan: Posted: February 6, 2014 6:04 a.m.

3yrs ago TWC "mistakenly" disconnected my service the night before Thanksgiving. Not having service I called that night and was told there was an outage in my area. OK it will be resolved soon I thought, Here it is Thanksgiving Day everyone is coming over for the big games and turkey, I wake up, STILL NO TV. I call TWC I was told were sorry it's still out, now I'm concerned. I call my neighbors their tv's are working. Call back again and get a different operator and was told that TWC for some reason disconnected my service. WHAT? yes my bill is always paid. Was told since it was a Holiday there were no technicians working to come out and restore service. *#@% now I'm outraged pretty soon there will be a house full of family for turkey and football. In a last ditch effort I was able to find about 100ft. of cable and connect to my neighbors house to save the day. TWC did make it up to me, I got 1 mo. free. YAY!!! horrible company


Unreal: Posted: February 6, 2014 9:58 a.m.

They disconnected my cable the other day. My bill was a little overdue but I had a couple weeks before a disconnection was scheduled per their letter. They told me it was a mistake on their end and they reconnected it. I have had them 16 years and this is what they do? I would love to get rid of them and I am looking into other options.



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