![]() Customers should attempt a modem reset by unplugging the modem, waiting 60 seconds, then reconnecting power. We are aware that some customers have experienced issues with their equipment. Service was restored after A&T repaired its damaged fiber. Damage to AT&T fiber created an outage for some customers on May 9-10. However, some customers temporarily lost service on May 16, due to loss of commercial power to Breezeline nodes serving several neighborhoods in Gahanna, Ohio. There have been no service outages due to the transition. In other instances, this was due to issues involving our authentication platform that have since been resolved. In some cases, these issues were related to the password issues described above. We are aware that some customers briefly experienced issues accessing certain TV Everywhere services. ![]() We will work to address questions about this by providing additional explanatory information on the portal page. Some customers inadvertently accessed a different, legacy account management portal that requires the additional step of providing an account number (which, for Ohio customers, will not be provided until they receive their first statement by mail starting this week). Customers will use their new Breezeline user name/email and their password to log in. To view their account information, customers will access the “My Account” portal at. We know that some customers had difficulty accessing “My Account.” In addition to the assistance provided by agents, the process for resetting passwords has been shared with customers via an email sent last Thursday and has been posted to our website at /wow-faq. This generated a much higher than normal volume of calls to Breezeline agents. Because passwords typically had been saved on the WOW platforms, many customers did not recall their password, so they could not easily gain access to their Breezeline accounts. ![]() However, the password must be entered when accessing email, TV Everywhere or My Account for the first time. We are aware that some customers had issues with their passwords.įor customers who had a WOW email, passwords have not changed. Once the migration is complete, customers can access both their old and new mail in their Breezeline mailbox (even as we maintain their WOW mailbox for at least six months). We will notify each customer after their email migration is complete. Customers should continue to access their WOW email mailbox until their migration occurs. However, some customers attempted to access their new Breezeline mailbox before their WOW mailbox had been migrated. We have started to migrate customers’ email mailboxes to Breezeline. We are aware that some customers experienced difficulty trying to access their Breezeline email mailbox before their WOW mailbox was migrated. More: Breezeline hits storms entering Columbus internet market We continue to take steps to minimize the impact of these changes, while working to resolve any issues as quickly as possible. With a transition of this scope and complexity–where we are moving customers from multiple WOW platforms to Breezeline–issues can arise. While the transition process is not yet complete, we have made significant progress and already have successfully migrated many customers. ![]() Our goal is to deliver a transition that is as smooth as possible for customers. We are in the process of transitioning WOW platforms to Breezeline. In the following note to The Dispatch, Breezeline internet, cable and telephone service addressed questions and concerns about the transition from WOW! in the Columbus and Cleveland markets.
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