Transparency and uptime are something of a badge for tw telecom (News - Alert). So when Hurricane Sandy battered the East Coast, fiber-based business Ethernet provider tw telecom was already well-prepared and updating its customer base on the state of its network.
The company had a Hurricane Sandy page on its website with regular service updates and prepared its facilities well in advance of the storm.
“tw telecom has been minimally impacted by Hurricane Sandy,” wrote the company on its Hurricane Sandy Update page on Nov. 1. “The company made preparation plans for the storm well in advance, and in turn is well prepared for the aftermath the storm has caused.”
The next day things were a little worse, but the company was doing better than some.
“Our nationwide network is operational,” wrote the update for Nov. 2. “Even though we continue to experience some service issues in our Lower Manhattan and Jersey City central offices, we are making substantial progress in the restoration of overall customer services in those offices.”
This was not the first time tw telecom proactively communicated with its customer base. tw telecom provides real-time status updates to customers via its MyPortal system.
“MyPortal was specifically created and developed using customer input to ensure it meets business needs,” wrote Rachel Ramsey for TMCnet, “including the ability to view near real-time network performance monitoring, submit trouble tickets, track resolution and receive real-time status notifications, view and pay invoices online, submit and track billing disputes, track order status and submit ongoing change requests and access contact information for your tw telecom account team.”
Network reliability is not a perk—it is indispensible for many businesses these days. So MyPortal is an essential part of tw telecom’s offerings.
“The network is absolutely critical for most businesses,” wrote Ramsey. “It is common for every department of every company to use the Internet for daily operations. Organizations with multiple locations rely on a robust, always-on network to communicate, share and access data.”
Customers appreciate the care that the company puts into reliability and transparency.
“I cannot tell you enough about the reliability of the product,” said Karen Petersen in Ramsey’s TMCnet article about tw telecom. “Since 2008, with tw telecom we have not been down one day,” she said. “Basically I have customer service 24/7.”
So tw telecom’s customers affected by Hurricane Sandy at least knew that their connection was in good hands and up and running.
“tw telecom’s nationwide network remains operational,” wrote the Nov. 5 status update. “Our customer care and service teams worked throughout the weekend on full service restoration activities in the Manhattan and Jersey City area. Affected customers receive regular detailed updates.”
Edited by Rachel Ramsey