We are responding to the impact from Hurricane Irma.
Significant commercial power outages and damage from Hurricane Irma are impacting Spectrum TV, Internet and Phone services. Even if you have power at your home, these outages affect our network and delay restoration of Spectrum services.
- Open the My BHN App.
- If you have not signed in previously, enter your My Services Username and Password.
- If there is an outage in your area, a message is displayed on the Dashboard to alert you.
- Go to My Services.
- Under Account & Billing, select Check Service Status. The My Services Log In page opens.
- Enter your Username and Password, and select Sign In. The Check Service Status page opens, displaying a list of your equipment. If there are any outages in your area, a message is displayed near the top of the page:
- From your service address, call us.
- When the automated attendant asks why you are calling, say, for example, “My cable is out,” or “Repair.” If there is a known outage, you will hear a message notifying you of that and asking whether you want to be notified when service is restored. You might be asked to provide your telephone number. If we are unaware of any outages, you will be connected with an agent.
If you’ve determined that there are no Spectrum or power outages in your area, you can troubleshoot your Spectrum services.
Please be aware as a result of hurricanes or other severe weather events, there may be significant commercial power outages in your area which impact your Spectrum TV, Internet and Phone services. Even if you have power at your home, these outages affect our network and delay restoration of Spectrum services.
At Spectrum, employee safety is our top priority. As the storm clears and it is deemed safe for our technicians to return to normal operations, damage will be assessed and repairs will be made as quickly as possible.
Your Spectrum Voice modem must be plugged into an electrical wall outlet to operate. Your Voice service (including access to 911 services) will be unavailable during a power outage if you don't have a battery backup, and may also be unavailable in the event of a network outage. Learn more about purchasing a Battery Backup.
What should I do when my Spectrum services go out?
Verify that you are receiving power from the electric company (not a generator). If you’ve determined that there are no Spectrum or power outages in your area, you can troubleshoot your Spectrum services.
Why don’t I see your crews working on my street?
Your outage might not necessarily be caused by storm damage problems on your street, or even a nearby street. Even if you don’t see our crews or vehicles working near your home, we’re working with local power companies to have your services restored as quickly as possible.
I saw your truck but it’s gone now. My services haven’t been restored. Is somebody coming back?
During emergency situations, we often send out a special crew to find out exactly where the problem is, what kind of work needs to be performed and, most importantly, to make sure the area is safe. We then coordinate with local power companies to make sure the right crew is sent out to do the necessary repair work. Also, the source of the problem may not be near your home.
What might cause a delay in restoring my services?
During a severe storm, downed power lines, blocked roads, unplowed or flooded streets, downed trees or other dangerous situations may slow our response time or impede our ability to repair your services. Additionally, conditions throughout our system may cause delays. For example, several small, scattered outages are more time consuming to repair because they require more frequent stops to reconnect lines to individual homes.
How do you prioritize restoration efforts during a significant emergency situation?
We implement a disaster-recovery plan of operations that places the efforts of the entire company behind service restoration 24-hours a day. We make every effort to restore service to the maximum number of customers in the shortest possible time. The initial focus in a widespread outage is public safety and other critical facilities such as hospitals and nursing homes.
If Power Goes Out
If you experience a service interruption please:
- Stay clear of all fallen tree limbs and electrical wires as well as anything they are touching, such as puddles and metal fences. Assume all downed wires are “live” and stay away. Call your local power company and local emergency personnel.
- Persons dependent on electrically powered life support systems should have a prearranged plan concerning power outage situations.
- Prepare a list of emergency phone numbers and have it readily available.
- Disconnect appliances that will go on automatically when the power is restored. These include refrigerators, stoves, furnaces and water heaters.
- It is always wise to unplug computers and sensitive electronic devices including those connected to surge protectors during a storm that downs power lines.
- Turn off appliances such as washers, dryers, computers and TVs. Once power is restored, turn appliances back on one at a time to avoid a power surge.
- If using candles or matches, be extremely careful and never leave open flames unattended.
- Food in your refrigerator will keep for 6 to 9 hours and food in your freezer will keep between 36 and 48 hours. It will help to minimize the number of times the door is opened.
After the Storm
After severe weather has passed, take the following steps and precautions:
- Stay clear of all fallen tree limbs and electrical wires as well as anything they are touching, such as puddles and metal fences.
- If a power line has fallen on the car you're in, remain in the car until help arrives. Don't attempt to pull away. Call 911 for help.
- Notify local fire, police, and electric utility officials about downed power lines.
- Do not enter damaged buildings with flame lanterns, candles or lit cigarettes because there may be gas leaks.
- If possible, stay off the road. If you have to drive, watch out for trees and wires in the roadway. Do not drive across a downed power line. Treat all nonworking traffic lights as stop signs and proceed cautiously at intersections.
- Try to keep people and traffic away from downed power lines until officials arrive.
For additional support, see our support article Hurricane Irma: After the Storm.