CLEVELAND - Time Warner Cable technicians say they have finally solved a mystery that was causing a host of signal problems over a widespread segment of its high-definition and standard-definition channel line-up during the past 48 hours.
"The problem was caused by a software update issue," said Travis Reynolds, Time Warner communications manager. "We apologize to all of our great subscribers for any inconvenience it may have caused."
Time Warner Cable confirmed the intermittent interruption in its digital service, causing thousands of consumers in several Northeast Ohio communities to lose high definition and standard television service.
Consumers contacted the 5 On Your Side Troubleshooter unit to report their television picture was "freezing" and was unwatchable.
NewsChannel5 contacted Time Warner Cable headquarters in the search for answers. The cable company reported the interruption in service in the following communities: Mentor, Strongsville, Eyria, Maple Heights, Cleveland, Lorain, Port Clinton, Mablehead, Geneva, Chardon, Vermilion, North Olmsted, Concord and surrounding cities.
Consumers can call the Time Warner customer service line at 1-877-77-cable or 1-877-772-2253 or reach Time Warner Cable support at: http://www.timewarnercable.com/neowpa/support/
Time Warner Cable is offering a credit to consumers, who dealt with "picture freeze" over the past two days, on case by case basis.