AT&T customers’ Internet service disrupted

Around 7,500 AT&T customers in northern Atlanta were without Internet service for several hours Thursday after the company said it experienced a router problem.

Spokesman Lance Skelly said it would take a few days to complete an assessment of the problem, but it appeared it was caused by a defective card in a router. Skelly said only Internet service was affected and not mobile phone service.

“The situation was investigated and repaired as quickly as possible, and services have now been restored completely,” Skelly said Thursday afternoon.

The problem, however, caused headaches for many corporate customers who purchase Ethernet services wholesale or retail from AT&T to provide Internet, voice and video broadcast services to their own clients, according to Kraig Beahn, chief executive officer of L2Networks.

Beahn said L2Networks’ Ethernet service was disrupted from just after noon until around 3:40 p.m. “We had at least several hundred locations that we service in the Atlanta area that were either directly or indirectly affected,” Beahn said.

He said the outage also affected other carriers’ ability to provide similar services, including Qwest, CenturyLink, Deltacom, Earthlink and a number of smaller telecommunication providers.

Beahn said his company was “still not clear what took place. We’re still digging for information,” he said.

“We apologize for the inconvenience this situation caused for some of our customers,” said Skelly, the AT&T spokesman.

69 comments Add your comment

Dr.Biz

September 20th, 2012
8:28 pm

I didn’t notice anything. I have U-verse.

eileen truman

September 20th, 2012
8:30 pm

This happened to me today. I believe it was a marketing ploy to get people to upgrade to a new service.

need4speed

September 20th, 2012
8:34 pm

OneRing networks who provides our fiber ring service told us a fiber optic cable was cut. What is the REAL cause?

observor

September 20th, 2012
8:36 pm

Our office in Alpharetta was without internet for 3+ hours today. As a person that works for an IT company, I can say its absurd that AT&T doesn’t have better redundancy and back up capabilities.

Trendy iPhone user

September 20th, 2012
8:49 pm

I hope it works tomorrow as I will be in line at the Apple Storte. In fact I am leaving at 4AM

ed

September 20th, 2012
8:49 pm

For once ATT at least acknowledged the outage. That’s a first.

sasso

September 20th, 2012
9:02 pm

ATT DSL service–terrible. It goes out 6-7 times each day for 10-15 minutes with some weird error message on the computer. I’m dumping dsl and going with comcast cable and phone.

I hate AT&T

September 20th, 2012
9:13 pm

We live in an chronic outage area — 1 to 5 days, every few months. We NEVER get the credit promised.

When they sent the you-must-switch-to-Uverse-or-else letter, I wasted a day of my life with the technicians and then tech support until they told me that my address was not in the coverage area. HELLO? Can’t they figure that out *before* sending the letter?

Last month, they charged us for internet overage. When I called, they said they sent notification by email to the default @bellsouth account that we set up years ago. They said that was the only way they had for contacting us. HELLO? We pay our bill every month. I’m sure the US mail would have worked fine. When I got mad, the lady literally hung up on me.

We are switching tomorrow. HELLO? CAN YOU HEAR ME NOW?

Ralph

September 20th, 2012
9:17 pm

Bad router card, “still not clear what took place. We’re still digging for information,” and cut fiber optic cable.

Maybe they just don’t want to tell us the hamster wheel that powers their network froze up, and nobody could find any WD-40.

ATT sucks

September 20th, 2012
9:23 pm

I hate ATT, there service is terrible, if it works it not good and they charge useless fees, they need to be investigated

Worm

September 20th, 2012
9:25 pm

I’m changing providers as fast as possible!

Norbert

September 20th, 2012
9:32 pm

They are horribly unreliable; our service was down for over 24 hours on a recent weekend, and had all the hallmarks of a planned outage, which they didn’t notify customers about or acknowledge (couldn’t get anyone to admit to this, but they also would not deny it and refused to let me speak to a technician to explain the problem…my hunch was there was some kind of network upgrade going on related to the new iphone…). Had to threaten to cancel service just to be able to speak to someone in the US, unreal.

lego lunatic

September 20th, 2012
9:56 pm

ATT disconnected my DSL service in error 2 weeks ago. When i callled to have it reconnected, they told me they were phasing out DSL in my area and strongarmed me into uverse service. I was transfered 7x’s because none of the sorry@ss reps knew what to do. What a bunch of numbnuts.

America's Terrible Telicom

September 20th, 2012
9:58 pm

Our apartment building was without dsl service for four days because a technician who was installing a neighbor’s UVerse botched the job.I was livid.Finally on Saturday after many promises to fix our problem I switched to Clear wireless.Best decision I made.

And last year my on line bill pay account was over debited by 150.00.This went on for three weeks.No apologies from this so called company.

AT&T’s service is equal to what I sift from my cats litter boxes.

Annoyed

September 20th, 2012
10:17 pm

AT&T is the worst provider. I never had so many issues. The customer service SUCKS and to have one simple question answered you are transferred 6 to 7 times per call. I mean really? Is this how you run a company? Incompetent workers, overpaid CEOs and the customer suffers. Thanks AT&T

Captain Obvious

September 20th, 2012
10:28 pm

Everything AT&T touches goes to $H!T! Wireless, Phone, Internet – it doesn’t matter, they can find a way to screw it all up in new and creative ways.

I used to think nobody would ever be worst than Comcast – now it’s a contest. The sad thing is I can’t find anyone to say anything good about either of them!

walter mathis

September 20th, 2012
10:38 pm

Enter your comments here

IT Insight

September 20th, 2012
10:51 pm

It was probably a back-up configuration card that was left inside one of the routers LOL and as the routers stepped back up I’ll bet the bad config was promulgated across the network and it all hosed … XD someone doesn’t keep track of their equipment, or what?

whm

September 20th, 2012
11:07 pm

Awful service. Office was threatened with the “go uverse or else. we are not supporting dsl anymore.” Went along with their extortion. That was three months ago. They postponed install at least three times since then. Still have not installed it. Went to website to look at status. Scheduled for 2024. No typo here. two thousand twenty four. I guess they are supporting DSL a little longer than they think. It gets better. Early August one of their little eager beaver sales people calls and says “I see where you still have DSL. You need to switch to Uverse”, and starts her sales pitch like this is the first time we had been extorted. She seemed very surprised when told we had been scheduled and stood up. When our contract for regular service was up for renewal six months ago, they quoted one price, then billed a much higher price. Sales rep who quoted price would not return email (of course they will not give a phone number to reach them again.) Had to start over with another rep, via phone call who quoted a different price (actually better) but again billed too much. Again, no response via email. On to third rep via phone. At least got billed close to what they quoted third time. They are entirely too big, and should be broken down into Baby bells again. Just awful to work with. I give them credit for one thing. They remain polite, but they are truly incompetent. They need to allocate more resources to customer service and quality product, and less to selling bundles and more features they can not support, install, or bill correctly.

Laurie

September 20th, 2012
11:40 pm

No problem here with the outage. I got 1/2 a day off work. :D

another comment

September 21st, 2012
12:06 am

my cousin in Florida works for AT&T she is legally blind. She works in Customer Support. She was lured away from Time Warner several years ago where she also worked in Customer Support, to make about $3 more per hour and better benefits. She was not hired for sales. She would never have accepted a sales position due to her disability. Then as soon as they AT&T get U-verse, they decide that custimer service should also try to sell it everytime someone calls in about anything. She had an elderly lady call in to cancel her husband’s phone after he had died 3 days earlier, she was expected to still sell the lady up to U-verse. She did not. She got written up for it, but on warning that she could be fired, if she ever fails to not try to sell U-verse again. She said she is so afraid of loosing her job and her benefits. She is raising 3 grandchildren, her husband is disabled but turned down for Social Security Disability, so she is the sole support of her family. I told her if they fired her she would have a good suit against AT&T for discrimination since she is Blind.

Be afraid, very afraid

September 21st, 2012
1:00 am

I worked at Verizon Wireless and it is scary to see who works there and the mindset, or lack of one, they have.

If most people knew who works at the telecommunication and utility companies, they would be afraid of what is coming….a total prolonged outage on a major scale.

What happens when people don’t give a damn……a democratic America, a melting pot of don’t give a flying F.

Jack Nicholson

September 21st, 2012
1:09 am

This county needs an enema.

Atlantarama

September 21st, 2012
1:19 am

I switched from Comcast to U-Verse and have had no problems with their customer service. I’m happy with it.

Even though the internet isn’t as fast, all things considered, U-Verse beats Comcast, especially their TV service.

Jumbo

September 21st, 2012
1:34 am

If AT&T shut off it’s network for a week people would be crying like babies and begging AT&T to turn it back on. Yes, all other carriers’ traffic rides across AT&T’s network. A lot of people hate AT&T, but the truth is you couldn’t live without them.

pa allison

September 21st, 2012
3:00 am

I’m curious about outage date (Thursday) stated above. My outage was just after noon until 3:30 – 4:00 on WEDNESDAY during the rain. No outage at all on Thursday. I agree with most comments posted here, however, the biggest problem I have is their extremely annoying marketing letters. I receive at 2-3 per week offering services I already have or their U-Verse which I have no intention to switching to. I’ve had Directv for 3 years (formerly Charter customer) and absolutely love it. We experience some very short outages during extremely bad storms but that still only relates to 1/1000 over previous service. Clearest picture ever! With that being said, you still can’t beat AT&T’s phone system – have home & cell – unbeatable service – no outages or downtown and of course I have the roll over minutes which is fantastic. Still my only complaint is their JUNK MAIL – I have other things to do than spend and hour or so per week at the shredder!

Vince

September 21st, 2012
5:17 am

Glad I dumped my DSL service a month ago, which was giving me about 1 Mbps (if I was lucky) and couldn’t provide me anything faster. I switched to Comcast and now get 25 Mbps and have been rock solid. Dumping cell service this weekend as well and can’t wait to do that. Our cell phones used to work at our house up to about 18 months ago, and now they don’t. AT&T’s response–”Uhh, did you try X, Y or Z?” How about I try switching providers instead.

JoeyMc

September 21st, 2012
6:00 am

Dumped AT&T long time ago. Lousy service, overpriced, and slow as crap. Comcast a MUCH better choice.

ramblwrk68

September 21st, 2012
6:53 am

I have been having random outages the last few weeks, seem to lose DNS access, re-booting the DSL modem cleared things up for a few hours, then back to the same issue. Had to go to a local McDonalds to get wi-fi a couple of times when the Help Desk said it was a known outage, and would last several hours (it didn’t). I live in the south Gwinnett area, Shiloh cluster.

heywondering

September 21st, 2012
7:02 am

it works fine in Duluth,GA. I’ve been with them 2 years & never had a problem!! I switched from Charter, which was very,very bad. Every time it got hot (weather wise) Charter service would go out?

Terrence Y.

September 21st, 2012
7:10 am

AT&T fired nearly most all of the former BellSouth Customer Service reps and Account Managers because they made too much money. They could not fire the Field Techs because they are union. I know this to be true because my brother is a Field Tech. AT&T buying BellSouth was the worst thing that could have happened. AT&T SUX.

Then LEAVE

September 21st, 2012
7:12 am

If you don’t like AT&T then LEAVE. I am tired of hearing the complaints all the time. Dang people if you don’t like it then go somewhere else.

Michael

September 21st, 2012
7:19 am

In related news, productivity yesterday skyrocketed in northern Atlanta.

jose

September 21st, 2012
7:29 am

Life is so much better without AT&T. Never will I be involve with any AT&T products and services. After 26 years, they started to go downhill for me about five years ago. Nothing but problems from that point. Now, I am waiting on my refund from overpayment to them. I wonder how long will it take them to send it. I have better service, better customer service, pay less for service, no outage, faster speeds, clear phone lines, and better equipment. What suck the most was, why would you ask or demand someone to a two year contract when they have already given you more twenty plus years as being a customer to your business? When companies do this, you are always trap within their nonsense of poor service to you.

Reality Check

September 21st, 2012
7:36 am

@ “Then LEAVE”: If you don’t like AT&T then LEAVE. I am tired of hearing the complaints all the time. Dang people if you don’t like it then go somewhere else.

Who in the h3!! are you! Who gives a flying-flip what you’re tired of! If you don’t like people expressing their opinions, venting and/or exercising their right to free speech on a public forum blog, then YOU go somewhere else! @$$-wipe!!!

Shelley

September 21st, 2012
7:59 am

When I had At&t it would go out several times a day for 10+ minutes, sometimes longer- this story must have gotten attention because corporate customers were affected, residential customers experience this daily- I can’t believe anyone still uses At&t and that they have not been investigated for fraud with all of their billing scams- over billing and incorrect billing is a common problem.

Allison Wonderland

September 21st, 2012
8:06 am

It effected our office in Vinings all afternoon. As a payroll Company, this could have been a major disaster if it occured on Wednesday when 99% of payrolls are processed.

jose

September 21st, 2012
8:17 am

When you do decide to leave AT&T, just be prepared for a long process of BS from AT&T. If you decide to keep your phone numbers when you leave, just be prepared for a living nightmare. After I left this summer with my phone numbers, they still have my account open as if I am going to be that FOOL to come back to them. I received a letter from them as Dear Value Customer. BS.

AT&T isn’t no BellSouth. They are following the footsteps of MCIWorldcom. We all know about what they done in communication.

Ray B.

September 21st, 2012
8:22 am

My AT&T Aircard 875u failed recently and I called AT&T for a replacement. After a series of phone calls w/ their sales and tech people they finally admitted that although their map shows me squarely in a 3g area what I really have access to is a 2g/3g network and that none of their current aircards can work in that network environment (they need 3g/4g to function properly). So what did AT&T suggest? That I buy a replacement 875u on ebay or some similar site! BTW – 2g/3g service is terrible. I get dropped constantly and (using speedtest.net) have clocked download speeds as slow as .03mbps, i.e., much worse than dial-up.Meanwhile they call and threaten me with a cutoff if I won’t “upgrade” my contract from a grandfathered unlimited to a 5GB max/month. Very snotty callers who are bullying customers with overt threats. A truly great company. We should let them buy out some of the others so that this quality of service and support can be made available more widely.

Mark

September 21st, 2012
8:29 am

I live in Cobb county & have UVerse – never had a problem. Comcast was an absolute nightmare; worst company I ever dealt with.

Bino

September 21st, 2012
8:38 am

I agree with Mark….never have had a problem with UVerse as compared to Comcast…always walk in to a local AT&T store for all of my needs vs. calling…store staff is always helpful and friendly and go out of their way to find me the best deal

Butch

September 21st, 2012
8:38 am

All the telecom and cable providers suck really. Even if you switch, you just trade one set of problems for another in the end.

ITS ALL BUSHS FAULT

September 21st, 2012
8:46 am

ATT, VZ, COMCAST all run by Republicon inbreds….

Carlos

September 21st, 2012
8:56 am

Back in olden times, you could call or write your Public Service Commission and ATT (BellSouth) would fix your problem in a heartbeat. Today’s service is the product of deregulation. ATT can get away with almost no customer service because they almost have a monopoly and the few other companies in the business are just as bad. It’s like an unspoken agreement between 2-3 companies – let’s split the market, charge whatever maximizes all our profits and not spend anything on providing reliable customer service. They all win, customers all lose. Market power gone mad.

ITS ALL BUSHS FAULT

September 21st, 2012
8:58 am

ATT mantra , no service no problem . You miss a payment you have a problem.

What's an in ter net?

September 21st, 2012
9:07 am

I was reading a book by candlelight last night so I didn’t notice anything.

Cindy

September 21st, 2012
9:17 am

this was the 2nd serious issue of TI outages that are company has experienced in the last 8 days. The only day we’ve actually had full service all day in the last 8 days was Wednesday. For a company that owns the copper these lines run through, they clearly don’t know ANYTHING about customer service or maintenance. They are poster children for incompetent morons.

Whirled Peas

September 21st, 2012
9:17 am

We must be talking about a different company. I have had Bellsouth (now AT&T) DSL for nearly 14 years and have not had a lick of a problem with it. When my router went bad, they worked diligently with me to identify and isolate the problem and charged me nothing although it wasn’t their problem.

John

September 21st, 2012
9:29 am

Our office in Gainesville lost internet and phone service for a little over 3 hours yesterday. Which meant our customers could not reach us via our office phones nor send us email(s). We had to use our cell phones to contact customers. Not good AT&T.

Bobby

September 21st, 2012
9:31 am

I have U-verse and have had no problems. I’ve been quite happy with them.