5 On Your Side

TWC working to resolve email issue

Posted June 17, 2014
Updated June 18, 2014

— A representative from Time Warner Cable said Tuesday that the company is “working around the clock” to fix an email problem affecting about 10 percent of customers.

WRAL’s 5 On Your Side has received numerous complaints from customers who use Road Runner email. Their emails are either delayed or not transmitting at all.

Time Warner Cable said the problem – which they identified Wednesday, but customers noticed a day earlier – lies with a database used by its email servers.

“While we’ve taken several measures to resolve this issue, we’ve been unable to permanently fix the issue at this time,” a spokesman told 5 On Your Side.

The company sent an email to customers Tuesday, apologizing for the inconvenience and is asking customers for continued patience.


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  • jenibaker Jun 18, 2014

    I, too, have had this problem for more than a week. Who knows how many work-related emails this small-business owner has missed; I know how many I've been unable to send!

  • Brian Jenkins Jun 18, 2014

    AT&T is that you? Good timing!

  • Greg Boop Jun 18, 2014
    user avatar

    I endured this issue for a week now. My wife has suffered even more. Most incoming email is not arriving at all or is delayed for hours. It is amazing that TWC has been unable to fix this for a week.

    BTW we never got the email from TWC "apologizing for the inconvenience". I bet most customers did not receive it either.

  • Arthur Raleigh Jun 18, 2014
    user avatar

    Thank god i got rid of their awful service!

  • saturn5 Jun 18, 2014

    They sent an email to people to apologize for their email not working. Brilliant.

  • Keith Phillips Jun 18, 2014
    user avatar

    I don't understand why anyone would continue to use this archaic email service from TWC, when there are so many other email service providers available.

    Very frustrating when I am trying to email someone who is still using TWC's unreliable email service......

  • amajameus Jun 18, 2014

    People still use roadrunner email?

  • Barbara Sossomon Jun 18, 2014
    user avatar

    I didn't get an email from them. Maybe the server they are using is not transmitting!! :) A few times my email has been a bit slow.

  • lilloan Jun 18, 2014

    Ultra fast internet........please hurry!!!!

  • cjones2360 Jun 18, 2014

    This problem didn't just start this week. I have been having problems for over two weeks. I contacted TWC last week, and they admitted that they knew about the issue, which involves webmail and the ability to interface with email clients like Outlook, had been going on for at least a week before I called them. Also, while I was on hold over 30 minutes waiting to talk to a person at TWC, I discovered on their website that they have changed client client setup settings and never informed customers.