Business vs residential - Time Warner Internet

This question is about "Business vs residential", with Time Warner Cable internet and apps. It’s become clear to me residential accounts are treated like second class citizens. I have a business internet account provided by my employer and a residential account.
This is the second time the automated system shows no outages on the residential account but an outage when I call the business line. The business account modem and the personal account modem are both fed by the same line. Both are affected by the same outage.

Business vs residential?