If Optimum Online Email Goes Down And Cablevision Doesn’t Tell Me…

July 16, 2010

By obilon

It’s like the old joke: If a tree falls in a forest and no one is around to hear it, does it make a sound? In this case if Cablevision’s Optimum Online email service goes down and they don’t say a thing about it to customers, is it a non issue?

For almost a full day now I’ve been unable to access my optimum online email account getting a “Service Temporarily Unavailable” error message (among other types of error messages I received throughout the day) every time I tried to log in with my Mozilla Thunderbird email client. Initially I thought that it was my email program so I hopped on over to the optimum online webpage to check email through the web based email. Turned out I couldn’t get in through that route either. Nothing on the website alerted me to there being a problem so I went about the rest of my day thinking it was just a glitch that would be resolved soon enough.

Since I had a concert to go to last night I was pretty much unplugged all evening and I didn’t even try to check email until this morning. I thought I’d be treated to a whole slew of unread email when I logged in this morning but lo and behold, nothing. Same error message. Again I hopped on over to the web to see if I could check email that way and again, no go. Curiously the Optonline website has no messages, no alerts, nothing to signify that there is an ongoing problem with their webmail system. I had to do a Google search and find a couple of small article on websites I’d never even read before to find out that another person in the universe is having the same problem as me.

Perhaps it’s not that big of a deal but you’d think Cablevision (the company that owns Optonline) would have let out some sort of press release or at the least put a message on their website alerting people to a problem and saying they’re working on it. Isn’t that PR 101 for any company these days? It takes nothing just to acknowledge there’s a problem and that you as a company are aware of it. Especially since the front page of the website where I can log into email has a large news window right there on the front page. Lots of stuff going on there but absolutely nothing about the email server in their own company being down.

I see this as a big failure on the part of Cablevision. When I try to call customer service the line is constantly busy, which makes me think that many, many others are also experiencing the same problem and calling up to complain. It doesn’t make sense that the company would go almost a full day without even a peep on their website that there’s a problem.

Update: I found this Yahoo Answers conversation about the Optonline email issue too.

Update 2: This is funny. Optonline has an important announcement section on the front page. Last update as of 10:57AM on July 16, 2010 even after 24 hours of email outage… April. Really?

Update 3: Finally. I found this at about 12:30PM. Cablevision released the following statement which is a link from their important announcement section:

Cablevision is experiencing technical issues that have resulted in email delays and email access issues for some customers. We have located the problem and expect to resolve the matter as quickly as possible. We apologize for any inconvenience to our customers, and we will update this announcement as more information becomes available.

Update 4: At about 12:50PM I got a few emails that came through my email client but they were sporatic and random. Went to the Optonline website and click on the web access to email and got the following alert.

http://www.optimum.net/

Tags: cablevision, email, optimum, pr

Dmcsherry

Do we get a refund for this lousy service? My email is out yet again.

Who regulates this? We pay an arm and a leg and there are no watchdogs on our behalf.
obilon

That's a good question. I guess a call or email to the BBB is a good start.
Aquiggle

Its nearly 7pm on day two of the outage. A couple of hours ago I accessed my email, responded to a few, walked away for a minute and came back to the same problem. I haven't been able to get into email since. I'm going to ask for a discount this month...but I wont hold my breath.
Buck

GOD!! I can't wait for UVERSE!!!
Buck

My cablecards don't work anymore either..their damn security updates that make sure the bleed you for every penny are the issue.
Ptsgurl2002

Where is everybody from? Is this any kind of "localized" issue or just a northeastern thing? I am in Town of Brookhaven, Suffolk County, Long Island.
Boatman413

Absolutely pathetic!
The Dolan's think their shit don't stink and can get away with this sort of customer neglect.
I hear they are looking to hire Tony Hayward from BP for their public relations.
Ytr2nfaith

I'm starting to get some of my emails, they are coming in very slow AND an entire day of mail is MISSING!!! Let's hope this does not happen again!! I have to laugh at myself. WE ALL know darn well this WILL happen again!!! SHAME on us if we do not take action.
badvertisinguy

From the WSJ comments page:

This outage - clearly a DDOS attack by hackers - immediately followed an even more potentially dangerous hacking attack at Ameritrade, which they are not yet admitting.

Ameritrade customers CAN still trade and perform other functions on their website.

But from WITHIN the Ameritrade site, almost everyone is subject to a mysterious pop-up about "Advisor Ted" - a facility no one ever heard of before and which I believe is run by Ameritrade "partner" Minyanville, a site which has been rumored to employ a cadre of expert hackers to spy on whomever they feel like spying on.

One has to wonder if the Ameritrade hacking attack spread to various other sites around the country and was somehow exacerbated at Optonline.

Optonline also refuses, despite constant pleas from numerous customers, to isolate as spam a steady stream of possibly virus-infected chain letters from "eTaiwanNews" and "VistaPrint."

People are not allowed to unsubscribe from these mailings, which came to them unbidden, without their having subscribed to them in the first place. I have long suspected that these two chain mailings, even if you don't open them, contain some serious viral material, possibly Conficker.

And Yes, I've complained to Cablevision dozens of times, They just don't do anything!

Dr. Ellen Brandt

(Dr. Brandt, the former long-time business editor of a major women's magazine, is the founder of the Centrists and Media Revolution Groups at Linked In and the Centrists, Boomer Network, and Ivy League Twibes at Twitter.)
David

"Dr." Ellen Brandt has no source for the information, and the spam she mentions has nothing to do with whether or not this is a DDoS attack.

Could it be? Maybe. But it could also be a simple server failure. Point is, she's just guessing and trying to draw hits to her blog by taking a wild shot in the dark.

The "major women's magazine" she likes to cite is Women's World, which publishes hard-hitting journalism about weight loss, celebrity gossip and cooking tips. She does not have any IT expertise or training, and from her posts it's pretty obvious she does not understand real-life IT security.
obilon

I agree, David. I had to Google her to find out what she was about and it seems she has no expertise in her background to make that kind of claim. I found the same type of stuff you did and think she's more of a self promoter than any kind of expert to weigh in on the matter.
Donald

Same for me. No email service all day yesterday. Thought it was my computer and did several virus and spyware scans. After midnight was no change so I called, put phone on speaker and waited. Recorded message indicates they are aware of problem with email service and are working on it. Held anyway - maybe over 1 hour. A guy finally said this problem was like nothing they've ever experienced before - of "monumental proportions". Of course, could not project a solution time or even tell me what the problem was caused by. Sounds like they don't even know. I agree they should have indicated something on their page - or a press release. Why not say something on News 12? After all, Cablevision is the parent company of Optimum and News 12. I am appalled at their lack of consideration. I went on a wild goose chase thinking it was my computer. We should all demand a partial refund for time lost with this service. And when (and if) it comes back, will some emails be lost? How will we know? Horrible public relations!
Shn2238

News12 and Newsday.com, both Cablevision companies, reported nothing until they became overwhelmed with viewers calling them out on their shameful coverup. And when they did finally report, it's a "slowdown affecting unknown number of customers". Meanwhile, they carry a fresh stories of a Verizon wire dangling off a pole and an LIRR ticket machine not working. Shameful. CV is out of touch with its customers, this should be a case study in how NOT to handle a problem.
Ytr2nfaith

Well people I have just learned a very important lesson between yesterday and today. "We the people can not, should not, and I personally will not become dependent upon "EMAIL"!! I lived without it before it was invented and life will go on today without it!! Thank God my business is not in trouble by this outage.
Just think, if we all stopped using it for two days or three(by the way that is what's happening) and pro-rated our bills,refusing to pay for those days. BOY I'd bet SOMETHING would be done!!! All I and I believe you are asking for is to be treated as the "ON TIME,GOOD BILL PAYING CUSTOMERS WE ARE!!!!" My goodness what happened to respect and kindness for the consumer?
Captain Mercury

Believe it or not, I was just able to get through to Cablevision's Executive Offices (don't get excited--it's voicemail), but they do pay attention if you make it clear that you're a business customer. Here's the number: 516-803-2300. Will it get you any closer to a real person who can give you a real answer about a real timeframe for service restoration? We shall see...
Worried

Like everyone else, I thought the problem was on my end. If it wasn't, there would be something about it on the main optimum page, right? My wife got that message on her blackburry and I was worried someone hacked into our email account. Tried calling yesterday and couldn't get through to anyone. Tried again today and got the message, which stupidly says that they "expect" the problem to be resolved "as soon as possible". What does that even mean?

Now I'm worried that this problem is bigger than many of us might imagine and cablevision is staying quiet about it while their lawyers figure out what they're going to say.
Ptsgurl2002

That's how I found out also....on my Blackberry. Seems odd that the Blackberrys can have such good security and be able to be virtually virus free, but these major companies can't be.
obilon

This morning when I still couldn't access my email I too thought that my email account had been hacked. Especially after I went to the Optonline home page and didn't see anything there about an outage a day after it first happened.
CJ

I agree. Optimum should have posted an alert on its main page to alert customers of the email outage. I wasted time thinking there was a problem with my computer. When I called Cablevision, the "press" this options did not even address the problem. I kept pressing "O" to get a customer rep. She said it was an Optimum problem and they were working on it. I said it would have been a courtesy to customers to post that on the webpage. She agreed, but said that if I chose the Repair option on the call system, they would have told me. She was courteous, but her response did not even come close to addressing the email problem, nor did it do anything to inspire confidence as to when the issues would be resolved. Poor business practices. I don't have FIOS in my area yet, and am not even sure they will be a panacea free of problems, but it is an option I will definitely explore. Will Cablevision scratch its head on wonder why? My guess is no.
Ptsgurl2002

Just went to log in again & there's a notice saying that they're aware of the problem & are working on it. Took long enough!
Stu Segal

Let's not forget - these are the same people who several months ago blackmailed the Food Network by shutting the channel down and not allowing us to watch it, then for an encore got into (excuse my language) a pissing contest with ABC and shut down channel 7. At a corporate level they have a history of arrogance, and of putting their own interests ahead of the customers.

I work from home and depend on my email. It took me hours to determine that the problem was theirs, not mine. But as you suggest, they feel it is more appropriate to hide the problem than to advise us.

Unfortunately the cable infrastructure doesn't allow us multiple vendors to choose from, so my only alternative is Verizon. Me lifelong experience with Verizon (formerly my local Bell company) is that they are even worse, and the tariffs and fees on their phone lines make them even more expensive.

I guess we're just stuck.
Li_ecyle

my optonline.is email is out too and I am mad. I has been out for just about 24 hours now and as you said, no-one answers the calls, the online help doesn't work either. They appear to be hiding their head i the sand, hoping noone will find out. What we need is a press release. Someone
Call Newsday, and let them report that 3 million customers have been out for 24 hours, with no warning, no word, and no support. UN FREAKIN BELIEVABLE
Russellprods

Cablevision has said they have "email access issues," so if I have "life access issues" that means I'm dead, right?
Wkramer

Actually some old emails are coming through. A few at a time.
Wkramer

It's back up but all email sent to your account during the outage is lost.
Ksperl131

I just checked, and my email is NOT back up. Are you sure about this? And is anyone else's email now fixed?
obilon

I checked too and my email is definitely not back up. Maybe sporadically people are getting emails but it's definitely not back up.
Unplugged

There is FINALLY a message on the webmail login page saying they are aware of the issue and working hard to fix it. Too little too late!
Guest

One has to wonder why this is not a lead story on News 12. At least I have some free email services which I can use. Another reason why I would NEVER get their triple play. Imagine having your phone down for a full day with no information on service restoration available?
Anne

We should all call the attorney general's office and complain. I don't think they can ignore the problem.
Li_ecyle

I just called SOMEONE WHO CARED! I called the corporate press release office - OF NEW YORK, VERIZON
they were very interested!
obilon

Good idea!
Jim

Fear not, I too had the same reaction to the same, CONTINUING, unannounced even as yet, problem. Not so much as a word on their main page either...which if they had posted, might free up their phone lines. I only knew something was wrong when I got an e-mail on my blackberry saying my account was inactive and I'd need to reenter my passoword. I got home to find my e-mail down as well there which pormpted a look at the web page and seeing nothing there, a call to Optimum. Other than the prerecorded message saying theyre aware of a problem, that's all I know.
Hlokey

I was on the phone with them yesterday, Thursday, at 1PM. My MS Outlook going through my own server is fine. However, I had stopped receiving MS Outlook EXPRESS as of 11AM. I did some self - diagnosis, then called cablevision.

Matt, the rep thought there was a problem with my password. He did not even MENTION there was an outage. He changed my password. when that didnt work he said, "oh I guess they havent cleared the outage." I said, "if there is an email outage, why don't you post it on the site? I spent an hour self diagnosing prior to calling cablevision, it would have saved us all that time if you had it posted." The customer service guy, Matt, actually ARGUED with me. He said something like, " email isnt down. It's actually webmail that is down". Idiot. So I said, " Hey, you were doing well on this call until now. Now you are arguing with customer defending the fact that there is no notice on the site...Well, I guess I'm not a very good customer, why don't you fire me?" He is an idiot.
gary

I've been having all of the exact same problems you mention above. Shame on Cablevision for this. I am going to ask for a discount on my next bill. Wish me luck.
badvertisinguy

Finally got through to somebody by pretending to want to buy a pay per view event -- that call got through in no time! Glad they've got their priorities straight. The woman I spoke to said they "don't think" they've lost ALL our email, but they're not sure. When I started to question her more, she said that they didn't know anyhthing, they didn't even know what was causing the problem. This is a disaster for them. I'm not going to pay next month.
me

i am experiencing the same thing and i call and just get a recording - this is outrageous!!
aggravated

Cablevision is horrible. About a month ago my phone wasn't working. I called them from my cell phone and held on for 40 mins. for the customer service rep to tell me they were working on it and hopefully it would be fixed sooner rather than later. I couldn't believe that was his response.
Ptsgurl2002

Wow...thought I was the only one going nuts here by not being able to find ANYTHING anywhere on the net. This blows my mind that not a word is mentioned anywhere by any big competing company also. Where's the FIOS team to jump on this when you need to expose bad PR?!?!?
Malvenue

I'm with you. This is terrible customer service. Their webmail has been unreliable since they switched to that new java-based client (which you can disable by the way), but the login issues have been legion. Now the email servers are down for over 24 hours and there's still no official announcement? Speaking as a former IT Director, this poor level of service is unconscionable!
Ytr2nfaith

Talk about "BAD BUSINESS PRACTICES"!! Who's running the show over there? How can cable-vision NOT let their customers know there is a MAJOR problem on THEIR behalf? Can send men to the moon,stop a major oil leak,feed the poor and hungry, but can't let the consumer know there's a problem with the product!! GEE WHIZ!! come on guys, get with the program AND I hope you're going to credit your customers for the days without service!! Not happy here people!!!
Unplugged

The first I heard of the issue was when my blackberry sent me an email that I needed to update my optimum password. So I spent over an hour trying to get onto Cablevision's site and eventually changed my password, but it still didn't work, so I called and got the same pathetic message everyone else got. It is outrageous that they couldn't put a message on their site so that we aren't all trying to call and find out what is happening. FIOS, here I come!
Cozz

I also found this blog via google search...I thought it was a problem on my end until I tried to log on to my email from multiple laptops.....sucks...they should have said something sooner
News

http://morichesdaily.com/2010/07/cablevision-customers-outraged-lack-communication/

Update 7/16/2010 10:45AM – News 12 Long Island is reporting: Cablevision has confirmed that there is a slowdown with the Optimum Online e-mail service. The company is expected to release more information later this morning. Cablevision is the parent company of News 12 Networks.
Please Note: Cablevision owns Newsday and News 12 networks, as well as various other media properties. They are reporting a slowdown. It’s an OUTAGE 100%. Not a slowdown.

Cablevision customers awoke this morning to discover email was still not working almost a full 24 hours after the issue was first reported.

Subscribers from across the region took to the internet to voice their outrage. One commenter here said, “The absence of ANY information on their web sites, News12, Newsday or elsewhere demonstrates their total lack of respect for their customers. Some information would allow customers to take appropriate measures for themselves or business, or at least avoid the time waste of trying to get tech support. I guess the geniuses at Cablevision think if they don’t talk about it no one will notice the outage. SWITCH!!!”
Others have made light of the situation. One commenter at DSLReports said, “Relax, everyone. They are working on it and it will be resolved as soon as they complete restoring the backup from floppy disks.”
Most troubling however is the lack of communication from the company on this issue. Business customers are complaining as well, email is a critical lifeline for business. A source inside Cablevision stated that email was not working internally as well.
Whatever the issue, customers feel left out in the dark and looking for answers.
CJ

A "SLOWDOWN"! Are they joking??!!!!!! There is no email --- period!
Allen2006

Thanks for your post... It's somehow therapeutic to have other people sharing the same frustration...

It is mind-boggling to me that a company as big as Cablevision would not have measures/redundancies in place to ensure that long-term, major outtages like this could not possibly happen. Interestingly, I was just on hold for literally an hour to talk to someone, and when a tech finally answered, she was unable to hear me talking and hung up. Unbelievable.
Hlokey

I just emailed the above comment to sales@cablevision.com

how long will you keep us as customers if you keep ignoring us?
I Hate Cable Vision

I hate cablevision, I will surely begin migrating away from their service. This is not the 1st outage they stuck their head in the sand on. No email for almost a day now, still no info on the website, no phone communication, nothing, can't get thorough & if you do nothing but hold is what you get. Furthermore, what is questionable is nothing about this on any New Jersey local news, New 12 etc., even regional news remains silent on this Major Cablevision Outage!!! Really makes me wonder. It goes to show who controls who.
mark turner

I couldn't agree more with the writer above. It is an outrage that Optimum did not give us a notice
re this significant outage......In all the years I've been 'on line' I've never been treated so poorly and
unprofessionally.
Ralbert58

I agree - putting on their website is good PUBLIC RELATIONS....I am gonna
make my other e-mail my main one after this as this is dispicable.
Ralphceff

Yes, they could be handling this better by keeping customers informed.

But a glitch like this also points up the danger of relying too much on email and internet services for important transactions. People on various sites are saying that because of the optimum-mail outage they can't receive travel reservations, email about job interview appointments, order confirmations for online purchases, alerts from their bank and credit card companies, etc.

The public and the businesses we deal with have pushed everything to online transactions, and now when a service is down the result is chaos.
Donnell

You are abosolutly right its has been officially down since 11am yesterday intermittently throughout the day. I think it has to do with the new SSL they installed. I got through on customer service last night and they said it should be availabel by morning. I dont understand how a huge company like Cablevisions doesnt have the safeguards to prevent something like this for such a long period of time.
Tamicassidy

i was using my e-mail yesterday when this outage occurred and like you, i thought the problem was on my end. i tried for hours and then i finally called and they were well aware of the problem. i also thought it was ridiculous that there's nothing on the website acknowledging an outage. i thought for sure it would be back this morning. nope. when i called this morning and asked for an eta, they said they didn't have one. nice.
fedup

It's a huge outage and they are doing their best to keep it quiet as possible for some reason. As you know, Cablevision owns both News12 and Newsday and we haven't seen a peep from either of them either.

Time to switch, folks. These guys could have easily just posted a one-liner on their website and we all would have just sat back and waited for it to resolve itself. Instead they chose to keep it quiet and it is going to be a disaster for them.
obilon

I agree that a one-liner at the very least could have saved them thousands of phone calls and all this backlash.

I actually did hear from a Newsday person who said they are working on a story this morning. I'm waiting to see if a link to a story shows up.
fedup

http://www.newsday.com/business/optimum-e-mail-service-customers-report-outage-1.2110326

Completely glossed over story, minimizing it's impact on service. Pathetic.
obilon

I didn't even realize how big of a problem this is for Cablevision. People saying that the whole northeast email system is down. Seems to me that a problem this big at least deserves some sort of message to the public via their website. Seems antiquated that the only message they get out is an automated one on their call in customer service line that is constantly busy and hangs up on you once you do ever get through.
Loug1968

i was able to talk to a tech there. i called the number and made like i wanted to order more services. it's the only way to get through. the tech said it looks like the whole northeast is out and they will not tell you what went wrong only that they are working on it. i bet the owner dolan has his e-mail working...lou amityville
Gpws

trying to call them and keep getting busy signal. Anyone know what is going on?
Lactra

If any one renumbers the ad for "Humongous Gas Company" They will get to it eventuality! :)
Rosiemac2412

glad to finally come accross other people with the same issues, I too got the automated message, that was after hours of trying to get through and wondering was there something wrong with my computer. Thanks for the article.
Ahack2

experiencing the same thing and am also shocked as to no mention on their website.
tried to phone them, and only get a busy signal today.
I did get through yesterday and they said they were aware and working on the problem.
Someone probably flipped off a switch and no on noticed yet that is needs to be flipped back to the ON position.
At least it is just email and not the entire optonline system!!
Need to be grateful for the little things.
Sandynate

I'm glad I'm not the only one!
I've been trying all morning to get through to them on the telephone.
It's either busy or I keep getting disconnected (hung up on)???
Sam
Enasmalakas

I'm not excusing them because they should have something on their website but when you call customer service for internet repairs they do mention the problem.
DMDS

Like many others I found your blog via an Internet search.. I tried yesterday trying to contact the tech people & my submission to 'chat' with them just hung..no response..I got through to the automated system this morning..no live person..just a recording saying they are aware of the e-mail problem, they are working on it & it should be working "soon"..so far it's 24 hours..I assume that's their version of "soon".. As many have said their is no indication or "important message" on their website which is totally irresponsible ..my own husband's an IT guy.. there is no way a server problem would not have been addressed by his firm by now..his feeling is that they took some kind of a major viral hit
Rtfd3255

you are not the only one.
Debbi Spiegel

I have been experiencing the problem since 11 a.m. YESTERDAY! Waited on hold ~20 minutes last night. The rep. said that they are working on it. I called again this morning and waited on hold for 51 minutes. The rep told me the same thing. I asked for a credit & I was told that it is a free service. Unbelievable.

I also called the news desk at News 12 & Newsday. They didn't know about it until they started getting calls from angry customers!!
Pei-Sze Cheng

Hey Debbi, I'm a reporter from WNBC. Want to talk to us about the outage? Email me at pcheng@nbc.com
Guest

I wouldn't mind talking with you. Where are you based, 30 Rock?
Leecarmel

Thank you so much for posting your comments! I agree 100%. Thought it was just me and that I had done something wrong! My husband's works upstairs. I need this up and running...NOW. You're right, they should have let us know what's up. How long is this going to take to resolve. Let's get moving!!
Bkallay

I have been having the same exact problem. I couldn't agree more why can't they post something on their homepage just to alert customers.
Dmfenn1

They have handled it abominably! And starting this morning when you call customer service, they actually cut you off -- you don't even the option of remaining on hold to talk to human being. I'm a journalist with deadline and this has been a disaster for me. In fact, it will be the subject of my Monday blog post on BNET. Take that, Optimum. Oh wait, I forgot, it won't matter a bit to you because you don't actually care about your customers or what they think of you.
Ken

I found your blog by doing the same Google search as you and I am very pissed at Optimum Online right now. I too am unemployed and have just this morning found an awesome job posting that I'd like to respond to, but of course my email is down. I guess I'll have to setup a new Gmail or something just to apply to this job. Not to mention the dozens of other jobs I've applied to in recent weeks using my Optimum email as one of my main contact points. And will we as customer be compensated for the lack of service? I won't hold my breath. Unbelievable...
Laserleon2003

I agree they should let the customer know via the Optonline Home Page that the email was down.
I wasted 45 min, trying to fix my application and then found out there is an outage, After I call the
company.
Yellen

I found your post and it echos my feelings as well as all my friends on facebook stating the same frustration. This is espcially frustrating since many people rely on this email for work and cannot lose 2 days business. Also, my husband has been unemployed since Feb. and just had a couple of interviews this week. He is now unable to follow up on those interviews or respond promptly if he has been contacted. If this was a weekend and not part of a busy work week (everyone is scrambling to recover from July 4 vacations) it would not be as vital. This is terrible!!!!
Allen2006

In the same boat here... Unemployed and waiting to hear back from some companies, who probably think that I'm either disregarding their emails or not interested enough to respond in a timely fashion. This is incredibly bad...
Cesarboc

I just got up this morning to check my mail, and the same thing happened to me. I hope that they do fix the problem quickly and that they let us know what is going on. I hate it when Cablevision do things like this...thanks for the post. Cesar.
Try Me81

Cablevision PR sucks - I had the same issue last week with movie rentals not working - waited 45 minutes for customer service for them to tell me there is nothing they can do !!
Cablevision PR & Customer service SUCKS !! I am thinking of switching to Verizon FIOS !!

If Optimum Online Email Goes Down And Cablevision Doesn’t Tell Me…

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