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(Updated 2:35 p.m.) AT&T says it continues to work around the clock to fix a server problem that it says has left less than 1 percent of its U-verse phone, Internet and TV customers without service, but that hasn’t quelled the anger of customers who say they’ve been without service for as many as three days.
U-verse customers continue to take to Twitter and Facebook to vent about the outage, which the company says affects fewer than 6,000, although there are reports of an outage as far away as Texas, Oklahoma, North Carolina and Florida.
“#uverse is STILL out … A little complicated to run my online store without Internet. Why is Internet not working in SC @ATTCustomerCare ,” asked Samantha Elder @YelloHypeInvite
“Two days now and all we get is “problem with a server”? You can rebuild a server in a few hours. Wonder what’s really going on? #uverse,” asked Jason @maynard001 on Twitter
In an update Wednesday afternoon, an AT&T spokesman said the problem is not widespread. “This issue currently affects less than one percent of our U-verse subscribers, but that is too many and we are working hard to fix this,” spokesman Lance Skelly said in a statement to the AJC. “We are making progress in resolving the issue, which is related to servers supporting U-verse, and are working to determine when service will be completely restored. We apologize for this inconvenience.”
Some customers reported that problems with U-verse began Monday, although AT&T said it was difficult to say exactly when the problems began. Staffers are occasionally responding to individual complaints on its Facebook page.
Sarah Castle posted on Facebook: “way to go AT&T i have been without internet for 30 hours now. I only have 3 grad school papers due this week.”
In response to Castle and others, AT&T has posted the following statement with recipients’ names changed: “We’re so sorry about the frustration, Sarah. We have identified an issue with a server that supports U-Verse and are working around the clock to resolve the issue. Please know that we appreciate your feedback. Some impacted customers may be able to reboot their residential gateway to restore service. Thank you so much for your patience.”
And Bounty Blake Moia on Facebook still wants to know: “Do we get any sort of rebate on our bill for this atrocious and appalling service?” So far, AT&T hasn’t addressed that issue.
What do you think AT&T, or any other service provider in a similar situation, should do to “make it right” with its customers?