Service appeared to be working well again in the New York City area around 9:30 p.m.
Shortly before 3:30 p.m. the company posted this message on Twitter:
NYC customers, we are aware of issues concerning all services. Techs are investigating. Services will be restored as soon as possible. ^MR— TWC Help (@TWC_Help) May 9, 2016
The outage appeared to happen at about 2:45 p.m. - that's the time the cable television stations froze on TVs in the Eyewitness News newsroom.
Customers quickly took to social media to complain about the outage:
Anyone else around UWS/Harlem having issues w/ Time Warner Cable service? Just trying to see if my outage is a neighborhood-wide issue.— Tomris Laffly (@TomiLaffly) May 9, 2016
Well, have fun with the Time Warner Cable outage. I must go offline for the rest of the day. Gone.— Mike Cane (@mikecane) May 9, 2016
It's not a good sign when the Time Warner outage map shows a giant fireball over new york city.— Lisa Goldberg (@lisagoldbergpr) May 9, 2016
As of 9 p.m, an outage map from downdetector.com shows that customers were starting to get some service back:
Now, compare that with the Down Detector outage map around 3 p.m. when most customers were affected:
Time Warner responded to some users on Twitter, telling them that the outage also impacted its call center:
At the height of the outage, service was also impacted beyond New York City. Eyewitness News viewers reached out to tell us that it's impacting them into the Hudson Valley:
@ABC7NY Ulster County also! TWC phones are being answered by Verizon Wireless automated machines. ?— Cindy Davison (@cdavison76) May 9, 2016
It appears the outage was caused by a fiber optic cable being cut. TWC posted this message at 6:18 p.m.:
Multiple fiber cuts at network providers affecting phone and some TV svcs in NYC area. We apologize for the inconvenience.— Time Warner Cable (@TWC_NYNJ) May 9, 2016
And then this message at 6:29 p.m.:
Working closely with provider on repairs. We are restoring TV networks through our facilities. We apologize for the inconvenience.— Time Warner Cable (@TWC_NYNJ) May 9, 2016
Eyewitness News started seeing cable service resume in our newsroom at about 6:45 p.m.
Still experiencing service outages? Let us know in the comments!