Internet, phone outages cripple business on Military Cutoff Road

Paul Vision Institute says it has had a difficult time accessing vital medical records and reports because of internet outages. (Source: WECT)
Paul Vision Institute says it has had a difficult time accessing vital medical records and reports because of internet outages. (Source: WECT)

WILMINGTON, NC (WECT) - An eye care provider says crucial services have been down for nearly two weeks. and he blames the phone and Internet provider's slow response.

Dr. Edward Paul claims the Paul Vision Institute's phone lines won't work and accessing medical records through the Internet has been unreliable.

"We haven't been able to make outgoing phone calls," Paul said Tuesday. "Patients haven't been able to call in. We've had limited access to our medical records."

Paul says the provider, Charter Spectrum, has been unresponsive at times.

"We've basically been without service, calling them once, twice per day and basically no resolution," Paul claimed. "It's been an absolute nightmare and abysmal customer service."

Earlier this week, the business was able to access the phones for a brief period of time and discovered nearly 100 voicemails from customers asking for emergency advice or an appointment.

Paul said a technician came out the first day he noticed the issues. According to Paul, the next two weeks were followed with unsuccessful "fixes," a lack of response from supervisors and a "no-show" from a technician.

"They need a complete reboot of their company," Paul said. "They need to be attentive to their customers' needs."

A Spectrum representative sent the following statement:

"Some Spectrum customers in the Military Cutoff area are experiencing intermittent internet and phone issues. We are working to resolve the issue as quickly as possible for those who are affected and sincerely apologize for the inconvenience."

When pressed for answers about the customer service and a message to businesses thinking of switching providers, the representative chose not to answer the questions.

Paul said he is in talks with another provider because of the problems he has experienced the past two weeks.

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