Comcast apologized for a brief video service outage on Monday (February 15) and said the operator will issue a credit to any customer who requests one.
“Unfortunately, we did not live up to expectations around 100% reliability with your TV service,” Kevin McElearney, Comcast’s SVP, network engineering, wrote Tuesday in this blog post. “We’re sorry for that, and we will be crediting customers. Just reach out to us, and let us know you were impacted, and we’ll credit you, no questions asked.”
The outage, which lasted about 90 minutes for most customers, affected the MSO’s VOD service, most broadcast and local channels, as well as some cable networks.
Regarding the cause, McElearney said Comcast discovered it was due to a “configuration error in a network device” that supports the MSO’s live video network.
“Our national video infrastructure is fully redundant, and our back-up systems normally operate successfully when unexpected issues happen,” McElearney explained. “This specific issue caused national cable channels to reroute, which resulted in a service interruption….We know exactly what went wrong and have fixed the issue and put in place technical measures to make sure that this doesn’t happen again.”