Cablevision confirmed to me that all Cablevision service, including internet, cable television and voice-over-internet telephone, was out-of-service for maintenance last night –
Wednesday night/morning from 1:00 am to 6:00 am. The service outage covered all of 10538.
Cablevision’s policy, as explained to me, is that they do not notify customers of maintenance outages in advance or after they take place, and do not offer refunds for the hours of service not provided when the reason is planned maintenance.
The concern for 10538 residents who rely on Cablevision for phone service (as I do) is that there was no phone service from 1:00 am to 6:00 am. Therefore, if a home had a fire or security alarm system that included alarm monitoring via a dial-up connection to a monitoring service, there would have been no alarm service during those hours. This would also be true for businesses with automatic alarms that rely on Cablevision phone connections or internet connections.
I don’t have a fixed opinion about what should be done about this, except that it seems to me that Cablevision should notify customers in advance when they are going to have service down for planned maintenance for several hours or more. They should also notify the customers after the fact that service was not being provided, and perhaps there should be consideration of a refund for customers for the hours that service was not provided.
Cablevision claimed than none of that is required by their contracts or by applicable regulations, which may be true. However that is a puzzle too. Shouldn’t this be required?
—-Ned Benton, Larchmont.