Spectrum customers are still without internet service after Helene. Here's what we know. (2024)

Top Story

  • By David Ferrara and Christian Boschultdferrara@postandcourier.comcboschult@postandcourier.com

Spectrum customers are still without internet service after Helene. Here's what we know. (3)

Two weeks after Tropical Storm Helene ravaged the Upstate, a significant number of Spectrum customers in the region are still without internet.

But exactly how many and where and when might service be restored?

The company that provides service to much of the region won't say, as it has declined requests to specify the extent of the damage or when service will come back.

Duke Energy and other electricity providers have turned the lights back on for most people. Save for tree debris resting on the shoulder, the vast majority of roads are clear.

But in homogenous statements to The Post and Courier and other media, Spectrum says that power outages and the dynamic of areas being unsafe for crews to get to is making network repairs difficult.

"Our network sustained substantial physical damage in the Greenville and Spartanburg areas— over 188 miles that our teams are working to repair,"a Spectrum spokesman said in an Oct. 10 email to the newspaper."There are many areas that are still not accessible for our teams. Our technical teams are onsite in accessible areas and working to restore services as quickly as possible."

A day earlier, Spectrum said 1.2 million customers across South Carolina, North Carolina, Tennessee, Florida and elsewhere lost service after Helene but about 20 percent — roughly 240,000 customers — still did not have service, according to a 4:30 p.m. update on itswebsite.

Most recently, Spectrum said it has made "significant progress" in South Carolina, but thousands of customers not having power is slowing its efforts to restore service, according to a 1:30 p.m. Oct. 10 update.

The company spokesman did not elaborate to The Post and Courier about how many customers specifically in South Carolina do not have service, nor did he provide an update on when service would be restored.

The company is largely attributing continued outages to energy providers.

The spokesman said Spectrum's network hubs and nodes, which connect large areas together to provide service, do not have power. He also said in some cases, fiber lines could be damaged by utility companies working on poles and that repairs might be needed. There are 3,000 workers in the region, which includes five states, working to restore service, he said.

Spectrum is not the only provider in the Upstate facing service outages. AT&T reported outages across downtown Greenville and Spartanburg Oct. 10. But unlike its competitor, Spectrum does not have a public map of current outages for customers in South Carolina.

In California, where state law requires all providers who offer 911 service to publish a map of outages, Spectrum shares outage information.

In the Southeast, though, Spectrum asks customers to chat with an automated agent.

Those automated messages typically don't include estimated times for restoration and tell customers that because they're in an outage, agents won't be able to assist them.

Across the Upstate on social media and elsewhere, customers expressed frustration with the lack of communication from Spectrum, which is a nationwide company.

Tom Tate, a retired 74-year-old in Spartanburg, lost internet along with his power two weeks ago as Helene hit the area. He hasn’t had it back since.

“I did get a call two days ago from a technician who called me and told me they were working on things and be patient,” Tate said. “Nobody can give me a timeline. Nobody.”

Some customers, like Greenville public relations consultant Chip Felkel, are making the switch to one of Spectrum's competitors.

"It's like they're completely tone-deaf," Felkel said. "No updates, nothing other than 'We're working on it.' I think it's a case study in how not to do a crisis management situation."

Even some government officials who are involved in public franchise agreements with utilities like Spectrum are in the dark.

Spartanburg County Councilman David Britt lost his Spectrum internet the Friday the storm hit but got it back the following Wednesday, the day after his power was restored. Then, for some reason, he lost it again on Oct. 6.

Spartanburg County’s IT team also reached out to Spectrum when its internet went out during the storm.

Spectrum customers are still without internet service after Helene. Here's what we know. (4)

The county buildings have internet back now, but Britt said the county IT department has followed up with Spectrum to find out the severity of the outage in the county and when service might be restored. They’ve gotten no answers, he said.

“It’s time to get the show back on the road,” Britt said. “This is a lifeline, this is not just something that’s nice to have. We’ve got so many people that depend on it for a lot of reasons.”

The city of Spartanburg also hasn’t heard from Spectrum about the outage, spokesman Christopher George said.

The portrait from local governments in Greenville is uncertain. Calls from The Post and Courier to the city of Greenville and Greenville County spokespeople were not returned.

See Upstate breaking news first by following David Ferrara on X, @davidferrara23.

David Ferrara

Reporter

David Ferrara is a reporter for The Post and Courier Greenville, covering public safety, courts and breaking news in Upstate S.C. He graduated from Clemson University in May 2023.

Christian Boschult

Reporter

Christian spent six years in Myrtle Beach before moving to the Upstate. When he's not working, he's reading a book, making a mess in the kitchen or running around Spartanburg.

Similar Stories

Spectrum sets date for when internet service will be restored to 82K in SC

After widespread criticism, Spectrum has given its first estimate for when it expects service to be fully restored from the aftermath of Tropical Storm Helene for its customers in South Carolina. Read moreSpectrum sets date for when internet service will be restored to 82K in SC

+2

Spectrum customers are still without internet service after Helene. Here's what we know.

Two weeks after Tropical Storm Helene, a number of Spectrum customers in Upstate South Carolina are still without internet, leaving them looking for answers as the company declines to specify the extent of the damage or when service will be restored. Read moreSpectrum customers are still without internet service after Helene. Here's what we know.

Fact-check: Skeptical about Hurricane Helene recovery and FEMA aid? We answer your questions.

Uncertainty and fear generated by Hurricane Helene has pushed folks to social media — a breeding ground for misinformation. For those who are skeptical about the recovery and government response to Helene, we have compiled a list of answers to top questions to set things straight. Read moreFact-check: Skeptical about Hurricane Helene recovery and FEMA aid? We answer your questions.

'Where you at Nancy?:' Greer SC Jan. 6 defendant admits to stealing riot gear, breaching Capitol

A South Carolina man pleaded guilty in federal court to breaching the U.S. Capitol building on Jan. 6, 2021, stealing riot gear and lying to federal agents about it. Read more'Where you at Nancy?:' Greer SC Jan. 6 defendant admits to stealing riot gear, breaching Capitol

, Post and Courier, an Evening Post Publishing Newspaper Group. All rights reserved. | Terms of Sale | Terms of Use | Privacy Policy

Spectrum customers are still without internet service after Helene. Here's what we know. (2024)
Top Articles
Latest Posts
Recommended Articles
Article information

Author: Dan Stracke

Last Updated:

Views: 5711

Rating: 4.2 / 5 (43 voted)

Reviews: 82% of readers found this page helpful

Author information

Name: Dan Stracke

Birthday: 1992-08-25

Address: 2253 Brown Springs, East Alla, OH 38634-0309

Phone: +398735162064

Job: Investor Government Associate

Hobby: Shopping, LARPing, Scrapbooking, Surfing, Slacklining, Dance, Glassblowing

Introduction: My name is Dan Stracke, I am a homely, gleaming, glamorous, inquisitive, homely, gorgeous, light person who loves writing and wants to share my knowledge and understanding with you.