Saturday, December 20, 2014

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Time Warner Cable addresses 911 concerns

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CNY/NNY/S. Tier: Time Warner Cable addresses 911 concerns
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SYRACUSE, N.Y. -- Time Warner Cable begins a series of meetings today with local 911 officials, to address concerns and questions about a new enhanced 911 service for digital home phone customers.

The system was launched in early December as an upgrade to digital home phone. Since that time, there have been reports of calls being routed to Colorado, potentially delaying response time from emergency units.

Time Warner Cable officials say in an extremely small number of cases, when a caller's information is not found in the database, the call is sent to a national call center where the staff is fully trained to locate your information. Then, they'll connect your local 911 operator.

As a result of this issue, there have been questions about Time Warner Cable's commitment to public safety. But company officials say that couldn't be further from the truth.

"Public safety is our number one priority and it's their number one priority. We are just trying to get to the better 911 system. More improved, latest and greatest to make sure we've got everything our digital home phone customers need," said Stephanie Salanger, Time Warner Cable's CNY communications manager.

Salanger says they are working to figure out a way to make the system seamless so all calls show up in the local 911 centers' database.

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