Customers complain of AT&T U-verse outages

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(Updated 4:28 p.m.) AT&T U-verse customers in Atlanta and other parts of the network blasted the company on social media Tuesday with complaints of outages to their high-speed Internet, digital TV and home phone services.

The company said problem, blamed on a computer server, is believed to have affected fewer than 6,000 of its millions of customers in the Southeast and Southwest.

In addition to complaints in metro Atlanta, problems were reported as far west as Texas and Oklahoma, and south as Florida. Customers vented on Twitter and Facebook about being without U-verse service for hours. They were also angry about long waits on the phone with AT&T customer service.

Tweeted @GSUAmanda: “@Uverse We’ve been patient, we know your “techs/engineers” are working, we know you’re sorry. Give us something we DON’T know. #uverse”

Some customers reported that problems with U-verse began Monday, although AT&T said it was difficult to say exactly when the problems began.

Customer Tamara Robison of Duncanville, Texas, complained Monday on Facebook: “This was my day off and no TV or internet for 9 hours now. No explanation and no expected time for it to be fixed. This is unacceptable. No inauguration for me.”

Asked @EricRitchie on Twtter, “@ATT Will I be receiving a credit for the inconvenience? @uverse is far too expensive to be shorted service availability.”

AT&T spokesman Lance Skelly told The Atlanta Journal-Constitution no plan had been worked out so far about credits to accounts. He also said AT&T doesn’t know when the “complicated fix” to a server that supports the U-verse system will be completed.

“We have been working around the clock and are making progress on resolving the issue,” Skelly said. “We apologize for any inconvenience to our customers.”

The spokesman said only “a limited number of AT&T customers in some markets” were affected.

That was little consolation to customers who took to Twitter to complain. “It’s been over 24 hours without TV thanks to #Uverse #at&t so annoyed!!” tweeted @nancyozon

On Facebook, Courtney Crawford posted: “I live in NC and I’ve been without Internet for 24 hours possibly more, I was told it would be back up in 6 hours but obviously not, I have a fiancé overseas and I can’t even talk to him!!!!”

179 comments Add your comment

Bob Smallwood

January 22nd, 2013
11:29 am

I changed ti U verse and have regretted every day. It is impossible to deal with the people in this Company. They will not do what they said they would do. I made a big mistake.. I would not be surprised at any adverse service problem from ATT.

Dawgie Doo Doo

January 22nd, 2013
11:30 am

How horrible. These nitwits might actually have to read a book, converse with another person or take a walk for a couple of hours.

GoaskBK

January 22nd, 2013
11:31 am

Mine is working and I have not experienced an outage. I’ve had far better luck with them than I ever had with Comcast.

bob

January 22nd, 2013
11:32 am

I called this morning, got the robot voice after a few minutes the robot sent me to another line which promptly hung up on me. Nice

Ronald Reagan

January 22nd, 2013
11:36 am

Welcome to the Liberal work force. Let the others pull the load & it pays the same!

Alphare

January 22nd, 2013
11:36 am

OMG, OMG, now how do I live without TV?

Mitt

January 22nd, 2013
11:36 am

That’s what you get with a republican CEO

jbarkatl

January 22nd, 2013
11:38 am

@Dawgie Doo Doo – you do realize that some people work from home and need the internet to be able to work? Mine is up, but if it wasn’t, I’d be required to drive the hour drive to work. Dawgie Doo Doo = Internet Tough Guy.

Julie

January 22nd, 2013
11:40 am

I’ve had U Verse for 2.5 years and until late last night, or early this morning, I’ve never had a problem with them. However, what I found frustrating was that I do not get a cell phone signal in my apartment regardless of the carrier, so I couldn’t call them. The other problem was I got a message on my browser to go to their website to report a problem, which is stupid when I clearly have no way of doing it.

When I woke up this morning it was working.

Customer

January 22nd, 2013
11:41 am

Miy service was down for 45minutes. Came back up and no problems before or after this outage. Far better service than I had with Comcast who regularly went out.

bulldogbubba

January 22nd, 2013
11:41 am

My U-Verse out for 10 hours.When you work from home it makes it hard to complete your job.

Leigh

January 22nd, 2013
11:42 am

We’ve had very good luck with Uverse. The 2 issues that we’ve had in the past 3-4 years of Uverse we were able to get service in a very short time. Like it a lot better than Comcast and their customer, no service.

Alphare

January 22nd, 2013
11:43 am

When I have to work from home and the internet is out, I drive to McDonald’s. They even have lunch prepared for me.

Phil

January 22nd, 2013
11:44 am

K-Ster

January 22nd, 2013
11:46 am

I have no sympathy for idiots who thought it wise to buy services from AT&T.

ldb

January 22nd, 2013
11:47 am

Service went out around midnight and when I got up at 9 this morning it was still out. At 11am everything was back on. I don’[t like calling techs because they keep you on the phone troubleshooting for a long time. When U-Verse goes out everything is out and it is a big headache if the techs cannot fix the problem over the phone. We then have to wait for a tech to physically arrive at our address which could be another 24 hrs depending on schedules. But ATT U-Verse services are better than others in the market.

Dawg237

January 22nd, 2013
11:48 am

That is what you get when you deal with a Union shop. They will “work” for 15 minutes, take a break for 30, then come back and attempt to restart what they were doing. They are not allowed to think out of the box. Union run companies are the most unproductive organizations and detrimental to the growth of business. They don’t have to work to get paid and they know they cannot get fired for lack of effort.

Atlanta

January 22nd, 2013
11:49 am

Mine was working fine and I’ve had a wonderful experience with AT&T. DirectTV is also pretty good but the rest suck. Since I’ve had Uverse I’ve never had an outage, but even if I did once I wouldn’t mind. When I had comcast i could expect an outage twice a week.

The Grinch

January 22nd, 2013
11:51 am

Comcast has great new customer deals no contract you must talk directly to sales or retention group. 2013 now the time to make the switch

Jay

January 22nd, 2013
11:58 am

My service went out last night and was still out as I arrived at work today.

10per

January 22nd, 2013
11:59 am

No outages here.

My biggest gripe with U-verse is the remote stinks. I have to press buttons multiple times in order for it to work. When fast forwarding through commercials, it is a pain in the a$$.

Steve

January 22nd, 2013
12:01 pm

My service went out last night and didn’t come back till about 10 this morning. I’m very disappointed and I’m probably going to end up switching to Comcast internet. I’m “supposed” to get 24 Mbps and I’m only getting 12 since my service came back up. No point in calling. I tried and got the message from someone in India saying “leave your number and we will call you back.” Yeah, right.

Auntie Christ

January 22nd, 2013
12:02 pm

I’ve got a great idea! Let’s ‘privatize’ all the government services because the business sector and giant corporations will do oh so much better! Just look at how well AT&T, the airlines, WalMart et al treat their customers! And after we privatize all services to these great corporations, make sure you keep your payments up to date especially for police and fire departments. You don’t want to be caught with a house on fire, or a burglar in your house and be told “sorry, your account is not up to date, you’ll just have to handle that fire or that home invader by your lonesome libertarian self.”

chest fever

January 22nd, 2013
12:03 pm

Now that the Public Servic Commissions don’t have any teeth, AT&T has figured out that their service only has to be better than the competition’s. Luckily for them, cable companies have notoriously bad service. I miss the days when AT&T (BellSouth) had to actually provide good service or risk having that next rate increase veteod by the PSC. You can thank deregulation for that and the lousy service you get on airlines as well.

An observer

January 22nd, 2013
12:06 pm

My Uverse works fine. No complaints.

Bino

January 22nd, 2013
12:11 pm

Service was off when I got up at 8:30 but came back on by 10:00…it’s a problem when you have phone, television, and internet bundled in one package as you lose all 3 services…first outage that we’ve had in 2 years vs. multiple outages with Comcast per year

Julie

January 22nd, 2013
12:13 pm

I dislike ATT U Verse very much. I’ve had a horrible experience with them in keeping there word for the last 4 months. We’ve been without interest and tv since about 6:45 last night..but my inlaws about 8 mins away were never affected…makes a big deal when you work from home and your home office is 5 hours away…can’t go to McDonald’s because of taking phone calls.. We will be switching…

Julie

January 22nd, 2013
12:14 pm

summer

January 22nd, 2013
12:14 pm

u-verse was down yesterday @ my ofc…..sched svc appt for this morning and even so I cld to let ATT know svc was back on, the tech showed up as scheduled to make sure EVERYTHING was ok…..,he explained the “outage-situation” and any possible issues…..lft his name and # in case there are any more problems…..it was a great experience….THUMBS UP……wish all svc techs would be like that!

Bobby Z

January 22nd, 2013
12:21 pm

Mitt:

Has anyone told you that th seat of your pants has a huge dark brown wet spot about the size of a a paper plate? Whew, go change your underwear fast!!

Fed Up

January 22nd, 2013
12:22 pm

Would have tried U-Verse if AT&T hadn’t snubbed our neighborhood! So no TV and their cell service sucks where I live. Don’t have any plans to ever deal with AT&T again!!

Road Scholar

January 22nd, 2013
12:23 pm

My service never went out. You want incompetence…use Comcast!

Bobby Z

January 22nd, 2013
12:24 pm

Auntie Christ… and your point is? Government-run businesses?

derek johnson

January 22nd, 2013
12:30 pm

Enter your comments here

Hendu30349

January 22nd, 2013
12:32 pm

My service was working when I left the house at 8am. I can feel everyones pain with Uverse. I have had Uverse for over 2 years and have had service issues at least once every 3 or 4 months. My service was out for over a week this summer and no could figue out the problem. I hade a total of four technicians come to my house and say the problem was somebody elses department. The problem finally got resolved after all my equipment was replaced. I have reached my limit with Uverse. IF I get home and my service is off, I am calling comcast or direct tv.

derek johnson

January 22nd, 2013
12:33 pm

its seems like at@t loves to take there time when it comes to customer complaints and half of the customer svc people hardly speak any english and it irrtates the hell out of me. Comcast wasnt the best but offer better customer svc eith people who spoke english.

Oy!

January 22nd, 2013
12:34 pm

Just as I was considering ordering it for my mother – who works from home and is barely tech literate (go figure). ANYTHING that goes wrong, I am supposed to fix. I don’t need any further nightmares.

Tucker

January 22nd, 2013
12:35 pm

No problems with U-Verse whatsoever. Do not like robotic telephone customer service from any company, but fortunately I never need it with U-Verse.

Becky

January 22nd, 2013
12:38 pm

We had no Uverse for over 9 hours but I called AT&T spoke to a very nice man and he told me how wide the interruption in service was and that they were working on it. A pleasant person to talk to and being told they are aware and working on it is the best you can hope for. I’m very happy I switched from Comcast to AT&T. Comcast was always going out and was hard to talk to someone in person. AT&T workers are so friendly and competent. This is the first time we have lost service since I switched to them over 2 years ago.

Jax_Joe

January 22nd, 2013
12:51 pm

Ours went out at 2am Tuesday (Jacksonville, FL). We are now in the 11th hour. No Internet, No TV, and No phone service. AT&T better take note of how quick their customers will say adios if they do not make a serious attempt at an apology (ie money speaks louder than words). As many problems as we seem to have with this U-verse service, they better make it good!!

C from Marietta

January 22nd, 2013
12:54 pm

AT&T Uverse rocks. Our service went out b/c of the guys installing our new siding. THEY CAME OUT THE SAMEDAY. When my wife got laid off. We called them to cancel. They gave us a free month! I have ALWAYS talked to someone in USA when calling. I am calling BS that the customer service folks you talked too did not speak english.

ATLJacket

January 22nd, 2013
12:56 pm

AT&T (All Time and Trouble) is one of worst companies in existence. I wouldn’t give them a penny.

Freedom from tyranny

January 22nd, 2013
1:00 pm

My landline and DSL was out about 2 hours starting a 9am. Its been several years since I had any problems with U-verse and even then it was for less than an hour. Sounds like a bunch of Comcast employees doing all the bitching.

The Truthe

January 22nd, 2013
1:00 pm

I have been with Comcast for the past decade, you want to talk about idiots, I would work as a Port-a-john cleaner before I worked for Comcast. Where do these people come from ? I have attempted to switch to AT&T on a number of occasions, I have had sales people come to my house attempting to get me to switch, I receive promotionals with my name and address and with special codes for reduced rates to switch by a specified date at least once per month, I have called and went thru the motions to switch only to be told after several minutes that AT&T is not in my neighborhood, I will even tell the sales person who rings my door bell that AT&T is not in my community, talk about idiots ! I still receive these monthly promotions trying to get me to switch, I’ve request they stop sending these false promotions to my address, now I just call the number on the promotion, give the special code number and ask to speak with Obama, after a few seconds of silence the person on the other end of the line will ask Obama ? I then tell them my story of continuing to receive these false claims of lower bills and better service if I switch, obviously Obama must be there, for who else promises HOPE and CHANGE and is so full of bs .

Borodave

January 22nd, 2013
1:01 pm

I’ve had Uverse for about two years and very few, if any, problems. A couple ‘outages’ that were solved both times with resetting the receiver. I’ve never had to call about a problem, so I don’t have any knowledge about their customer service or lack thereof. My mine gripe is how expensive it is.

Funkisha

January 22nd, 2013
1:03 pm

AT&T must spend a fortune on direct mail advertising, I get at least one U-verse solicitation per week and it always goes straight into the trash. After reading these comments seems to me they should redirect some of their junk mail ad budget toward better service.

RexDogma

January 22nd, 2013
1:06 pm

To Dawg237 You have no clue. AT&T outsources the jobs years ago. Don’t you wish you had a union. Get back to work!!!

DP

January 22nd, 2013
1:07 pm

With the notion of antitrust basically being thrown out the window over the last 30 years, we’re left with a handful of oligopolies in telecommunications that rate near the bottom in customer satisfaction among companies in all industries. So what’s the solution, drop ATT for Comcast or Charter which according to customer satisfaction surveys are even worse?

If you want to get these oligopolies to invest more in customer service, make them report regularly to a regulator with teeth (and the ability to audit) on how often service was down or below 100% speed and make the companies automatically reduce customer bills as compensation.

Patrick

January 22nd, 2013
1:10 pm

I’ve had UVerse for two years. I’ve had one service issue, which was last night. I knew that it was widespread by the very nature of the problem. I knew they would get it corrected as soon as they could, so I went to bed and voila! Service was up again this morning. Thank you AT&T for working so hard to correct the problem.

Number15

January 22nd, 2013
1:13 pm

You would think that all of the service providers mentioned above would have improved by now, but the service remains the same! At this point, you would think that competition would dictate improvements on the behalf of all of the providers. I recommend doing away with all contracts. This would cause all providers to step up the quality of their services. I predicted years ago that contracts would be a thing of the past by now! Boy was I wrong! After they have arrested you with a contract, they force you to make bail if you want to leave! ATTICA!, ATTICA!