5 On Your Side

TWC working to resolve email issue

Posted June 17, 2014
Updated June 18, 2014

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— 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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  • ohmygosh Jun 18, 2014

    Interesting. We didn't get any E-mail from TWC on this. Yet we do experience problems with sending E-mails. Do you suppose there are even deeper problems in their system.

  • FunnyOne Jun 18, 2014

    How did it take them a week to identify the problem? This message has been on their website off & on since last week - "We are experiencing issues with the Mail system. We are working quickly to troubleshoot and restore access to your email. We thank you for your patience and apologize for the inconvenience." I've been experiencing issues since earlier last week and did call TWC. TWC has given me a credit but I would much rather have good quality service in my email system back.

    Before this we had problems with our digital TV service. It took an act of congress to get them to acknowledge it was more than just our issue at that time.

    Seems to be something with TWC all the time! I will be SO glad when we have other choices in this area!

  • justiceforall Jun 18, 2014

    They sent an email notifying users that their email isn't working. Classic.

  • heard-it-all-before Jun 18, 2014

    View quoted thread

    Wondered same. Several large Corp networks have been getting attacked this week. TWC may be too.

  • Todd Jenkins Jun 18, 2014
    user avatar

    One of my friends posted there email was out last week. Are they this slow to resolve issues. Glad i'm on ATT verse.

  • Forthe Newssite Jun 18, 2014
    user avatar

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

    UMMMMMMM!!! If their email is NOT WORKING, how does TWC expect they will GET the email....seems crazy to me, but then it IS TWC who I cannot stand.

  • Jack Miller Jun 18, 2014
    user avatar

    ScubaGirl - Good point!!

  • Heather Brittingham Jun 18, 2014
    user avatar

    I've had problems with my RR email on and off for over a month. Starting last Tuesday, I had no email access, other than at 5:30 in the morning, I assume because there aren't as many people trying to access it that early. I had many business emails I missed because I couldn't access my email. Then this week, I started to get emails from last week trickling in. Even today I had a couple that came into my inbox that were from the 12th.

    I got the email from Time Warner and at the time thought it was ironic that they would send me an email to tell me that they are having email issues. Not the brightest move on their part.

  • PracticalMagick Jun 18, 2014

    View quoted thread

    My better half is having issues with his as well. As far as I know, he's not received an email from them, because...derp...his email hasn't been working for the better part of a week.

  • momeeee Jun 18, 2014

    Have been having this issue for a week only on webmail not from home computer. Thank goodness it is not affecting business account!