AT&T still dealing with U-verse server outage problem

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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?

160 comments Add your comment

Sean

January 23rd, 2013
2:30 pm

Great… I’m scheduled to have this broken service installed at my house tomorrow…

Working mom

January 23rd, 2013
2:43 pm

I am in TN and this is the first issues I have EVER had out of Uverse. Up until now, we’ve had no glitches, outages, or problems in 3 years. The Uverse Customer Support person I spoke with last night mentioned 118,000 providers without service. I even had him to repeat the number because I was sure he had misspoken. He also stated that they plan to compensate customers “amply.” Uverse will do what they can to “make it right,” but it will be very hard to compensate those who rely on their service for income and daily activities.

Susan

January 23rd, 2013
2:46 pm

Quit downplaying the issue, I would suspect more are without service than they are saying. I am in Oklahoma and went down Tuesday sometime in the wee hours of the morning. I’ve rebooted at least 15 times. NADA. They need to find a way to compensate $$ their customers without their customer having to call and sit on hold for 40 minutes once service is restored.

Jack

January 23rd, 2013
2:49 pm

Still out in Raleigh, NC. – well over 24 hrs.

Someone(s) trying to cover up the cause and extent of the problem.

Great TV

January 23rd, 2013
2:50 pm

I’ve had AT&T Uverse for about 4 years now and we love it. I have had 2 minor issues in the past, and both times they sent someone out to fix the problem (and they did) within 24 hrs. I like Uverse so much better than Comcast. Happy to be an AT&T Uverse customer, sorry folks are having issues. They will fix it, I have no doubt.

J Philips

January 23rd, 2013
2:53 pm

For Working Mom and Mangler,
I wonder if you got the same sort of service from your Pharmacist if you would be as compliant. That is why we should always demand a six Sigma level of performance.

Arie

January 23rd, 2013
2:54 pm

It seems to me that if only 6000 customers were out, they could just temporarily move them all to a different server. Someone should start a FACEBOOK page called AT&T Outage, and whoever is out should LIKE the page.

IT guy

January 23rd, 2013
2:56 pm

MANGLER, obviously you are not in the real world. When systems go down like this, behind the scenes heads roll. At no telecom company anywhere are outages like this accepted. Someone, somewhere dropped the ball, and I am sure they are no longer employed.

Most business services are guaranteed for 99.9% uptime. And the last time AT&T interrupted my service for a few hours, I was given a full months credit.

And if your so concerned about the Syrians, why don’t you do the world a favor and go help them out.

Bud

January 23rd, 2013
2:57 pm

I have UVerse and love it. You will always have something go wrong somewhere, It’s the nature of the technology. If your car breaks down, do you ask your finance company for a rebate? No, you dont. Just deal with it and it will come back up. People are born whiners and always looking to complain about something and get something for free. Go to Comcast, Dish or DirectTV and you will find the same outages every once in a while. Deal with it people!!!

Sparta_Bubba

January 23rd, 2013
2:57 pm

COMCAST has never compensated me for their crappy “service.” Money is only sucked inward from customers and never blown outward. So don’t hold your breath for AT&T.

Stella

January 23rd, 2013
2:58 pm

Big deal to most? Get a grip! Take a chill pill. Why not try reading a book, have family time, play a game, catch up on friends, do some chores, take a walk. Has this country and the people in it gone so far as they can’t be without internet and TV for 1 or 2 days. Wow,

Why not just practice 1 day a week not turning on the TV or not getting on the Internet or answering a cell phone. You might see a rose or two worth taking a sniff at.

John Brown

January 23rd, 2013
2:58 pm

I guess bundling your TV, phone, and Internet all together is not a good thing?

If Internet is that vital to you, move into the 21st century and be able to go mobile with at least an Android tablet.

IT guy

January 23rd, 2013
2:58 pm

FYI, MANGLERS post removed… Alas, freedom of speech revoked…

The Old Geezer

January 23rd, 2013
3:03 pm

I have their internet service and have had two outages within the past week. I go unplug the wireless router power and internet connection and then plug it back in and hit the reset button. It comes back up with the internet in about five minutes and works just fine.

Tony

January 23rd, 2013
3:04 pm

I’m also in Raleigh and agree with Jack’s comment above. This is a much bigger problem that AT&T is admitting. I wish it were possible for the FCC to confirm how many customers are affected. For me, phone, cable, and internet have been out for 2 days. If it were just one server and 1% of customers, then they could move those customers to another server. When I called customer service last night to find out how long it would take them to fix the problem, they could not give an estimate. The CSR told me that some customers had success if they rebooted three times in a row. Really??? Don’t insult me on top of this fiasco?

Chris M

January 23rd, 2013
3:08 pm

> It’s the nature of the technology. If your car breaks down, do you ask your
> finance company for a rebate? No, you dont. Just deal with it and it will come back up.

Don’t be silly – of course I don’t ask the finance company for a rebate. I take the car to the dealer to have it fixed under warranty. Only a moron would try to talk to the bank about it.

Jim

January 23rd, 2013
3:10 pm

Been out since early Monday morning here in central Arkansas

1%er

January 23rd, 2013
3:11 pm

It went down at exactly 10:00am on Monday. Wow, finally became a one percenter. Thanks uverse!

Chris

January 23rd, 2013
3:11 pm

I am in the Tulsa area and have been down for 2 days. My mother who lives just a few miles away was only down for a couple of hours yesterday morning. I finally got through to customer service a couple of hours ago and they don’t even have a window for when service will be restored.

Mark

January 23rd, 2013
3:11 pm

Stella…you are a dope. This is not taking us away from books and family…it is ruining our books…we depend on Internet access and phone for business. We would like to be able to buy books and food for some family time.

Bud

January 23rd, 2013
3:12 pm

Don’t be silly – of course I don’t ask the finance company for a rebate. I take the car to the dealer to have it fixed under warranty. Only a moron would try to talk to the bank about it.

This guy Chris M must be an idiot…not all used cars that are financed are covered by warranty.

Amy

January 23rd, 2013
3:13 pm

We were back up by lunchtime today and have been compensated. First problem we’ve ever had with them and we are more than happy with the service and support. This outage has been inconvenient but not nearly as inconvenient as the FREQUENT outages, freeze ups and customer service issues that we had with Time Warner. Still happy customers in NC!

Pole Dancer Kelly

January 23rd, 2013
3:16 pm

I read these post sand I see nothing but a bunch of whiney old men who are masturbating at their desks, GET A LIFE!!! The service will come back up!! Go out for a walk you nerds!!!

Donna Neihouse

January 23rd, 2013
3:17 pm

I can live with an outage but what I don’t like is the fact that no matter what number you call you get a voice activated crappy answer that ATT uverse is down and they are working on it. No time span of when we can expect it back on. They would be better off to have some live person talking to their customers. I am not happy with this whole situation. People that live less than 5 miles from me have all of their services and I have none and can’t even get someone to talk to me on the phone. I am definitely rethinking whether to stay with ATT Uverse. UGGGGGGG

Would like to work from home

January 23rd, 2013
3:18 pm

At no telecom company anywhere are outages like this accepted.

How naive. You obviously haven’t had Windstream Communications in North Georgia. Unless you live in a major metro area (and sometimes even if you do), you go with the company that your county government has chosen for you. PERIOD.

And for you idiots who say, “turn off the internet”, you might consider that quite a few people run businesses on the internet, and quite a few more work from home due to the internet. For some, it is not playtime, it is not a choice… it is a JOB. It is how they survive. I would like to be one of those people, but Windstream is so bad that I have to commute 100 miles round trip everyday because my internet is not stable nor fast enough (I can only get the lowest tier of DSL) to work from home. And Windstream Communications couldn’t care less.

fulldawg

January 23rd, 2013
3:19 pm

I believe that any cable provider will compensate the customers for service not delivered. The catch to it is from the time the outage was reported by the customer on her.his account to the time it was actually fixed WITH the addition the customer asking for the compensation.It has always come as a credit within a couple of month’s billing on my account. Just look for it and if it does not appear give them another call to follow up on it.

MD

January 23rd, 2013
3:19 pm

Direct TV,

Here I come!

chest fever

January 23rd, 2013
3:20 pm

I’m betting Uverse will give all customers a few free movie downloads or something as an apology. They know that won’t cost them too much and 60% of their customers will not bother to watch the movies. It’s like when people buy products with rebates but most forget to mail the rebate paperwork in.

jack stone mt ga 30083

January 23rd, 2013
3:24 pm

the internet been going in and out from saturday down here right now it up how long????

Steve G

January 23rd, 2013
3:26 pm

Biggest issue is now I have to go crawling back to Time Warner as this is beyond forgiveness. I can live without the TV, but the internet is essential. TMC is now the lesser of 2 evils.

BARBARA

January 23rd, 2013
3:26 pm

I Live in Riverdale Georgia,my phone,internet,cable,been out for two Days,it go out and I boot it back up.I hate u-verse,I am going back to regular service as soon as possible.AT&T AS SOON AS THEY GET THE SERVICE UP AND RUNING.

Randall

January 23rd, 2013
3:28 pm

No phone, no TV, no interent. My friend in the business answered the question immidiately when I told him what was going on. He said a tech updated the server without saving the old version. When he /she dumped the update in and deleted the old, then they said oh crap. The tech probably has Comcast at home. Now AT&T has to re-write everything. What a bone head move.
AT & T told me the outage is from Kanas to Florida, Texas to North Carolina. 1 % my foot. .

Susan

January 23rd, 2013
3:31 pm

No, I want Money credited to my account. Since they go up in prices every single February 1st (yea, remember that?) and charge us $5 if we are even a day late.

Credit. Nothing else. and no Free HBO.

Mostly I just want AT & T to send out a mass email to acknowledge the problem. That’s all. If they don’t know when it is coming back, say that. I have called support twice, but after their recorded “outage” whatever, why eat up my cell phone minutes when it has to operate as a hotspot right now. I think what is so frustrating is that they don’t seem to value their customers. Remember what happened to Netflix when they did that? They lost them, and they didn’t come back.

SAWB

January 23rd, 2013
3:35 pm

I had issues Monday, but things are back for now.

The frustrating thing is when we have one of these “isolated events” the customer service agent spends 45 minutes forcing you to reconfigure your entire computer. Then they tell you to go to Radio Shack and replace all the filters, jacks and cables. When that doesn’t solve the problem they send out a service guy who says the problem is on the line and the call center should have known it. The he tells me the lines cannot support the things AT&T is attempting to do with them – Great.

RL

January 23rd, 2013
3:36 pm

Yep. Service out since Monday. 3 college students in our house and no one can get any work done. And just when you think it is reconnected — it breaks down again. Not to mention the fact that when you call customer service you can’t talk to a real person and if you do they try to transfer you to someone else — and the call drops! Really AT&T. Get it together!

Steven

January 23rd, 2013
3:37 pm

I had u-verse for 2 years in Louisiana and have had nothing but problems. I have since switched back to DirecTV and know that service will be interrupted for a few seconds when clouds move in. Kept the internet but never would have expected that AT&T would have a two day outage. Makes things very difficult when you work for home. AT&T should be ashamed of themselves for selling people a product that does not work. Am now looking for another internet service provider.

Shon

January 23rd, 2013
3:38 pm

I have been down in Little Rock since Tuesday morning. Still no service. I called AT&T yesterday and they said the service would be restored last night. That didn’t happen.

I understand that any company will have outages but AT&T could have done a much better job of communicating with their customers. There is no real explanation of the problem, how widespread it is, when it will be resolved, nothing. That’s the problem and why so many are angry about this.

Dumbest comment ever.

January 23rd, 2013
3:45 pm

Arie-Someone should start a FACEBOOK page called AT&T Outage, and whoever is out should LIKE the page.

That’s brilliant! Let me… oh…wait… 404 Not found….hmmmm…..

RGB

January 23rd, 2013
3:47 pm

Monopoly DNA
+ Unions
+ Unenlightened Management
+ Poorly Trained CSRs
+ Low Expectations
+ Monopoly Cable Competitors

= Permanently Stinky Service.

And it’ll never change.

ootpa

January 23rd, 2013
3:49 pm

Been without Internet service, phone or TV since Monday night. Even my network extender doesn’t function since it requires U-verse Internet. The U-verse Company line is “some of our customers have experienced total outage. We have no estimated fix time and support personnel will not be able to provide additional information” is like pouring gasoline on a fire. I’m basically living out of my office because of the necessity to communicate with Asian and European resources who are +5, +6, +14 and +15 hours from EST. Told AT&T if it isn’t fixed by tomorrow night, they can pick up their equipment next to my mailbox.

Phillippe

January 23rd, 2013
3:52 pm

They are running damage control right now. BS to less than one percent when the problem spans over ten states. The cause is ONE server?!!!!?!!!!? Give me a break, I work in IT and that is worth a good laugh. That’s what the help-desk tells people when they don’t have the time to explain or are trying to cover their asses before the blow-back hits and upper management is looking for some heads to chop.

Less than one percent of customers were affected and one server was to blame for a problem that spanned over ten states. Spin it baby, spin it like a boss! LOL

The Old Geezer

January 23rd, 2013
3:56 pm

I’m so old I remember when there was no internet. Can you imagine that…no internet at all!

We seemed to survive just fine without it. We went to the bank to do our banking and to the post office to mail our letters and correspondence. We INTERACTED with people face to face and had actual people skills. We even had RELATIONSHIPS!

I mean, it’s nice to have the convenience of the internet, but if your entire life depends on it then you might want to get another life.

Jonathan

January 23rd, 2013
4:05 pm

This is getting old,I live in TN and its been off since early yesterday morning,They told me it could take up to 48 hours,There giving everyone the run around and I’m not happy with there service.

fes

January 23rd, 2013
4:05 pm

I don’t miss u-verse and its never-ending outages.

Chris

January 23rd, 2013
4:08 pm

My folks in Raleigh NC have been down for 2 days. They have had issues with outages since day 1. After countless service calls and visits the tech’s threw in the towel. They have bundled services so that means more than just not having TV or internet. It also means no phone. Those saying to take a chill pill need to get a grip. There are actual businesses effected by this outage that are loosing money. There are numerous posts by subscribers that are residential and business that are effected and if its only 1% of the customer base then the customer base must be in the 10’s of millions. I think that is simply a lie. Notice that no major media outlet has mentioned the story, CNN, FOX, MSBNC nada, Only local papers and local affiliates are posting stories about this issue. I have seen posts that mention this being related to a DHCP issue, but none of that has been validated. I don’t think the issue of loosing service is as bad as the way AT&T handles these situations. AT&T has a history of not communicating to the customer base and being obtuse. There are a lot of posts on FB and Twitter about switching to another provider. Not to worry its only 1% of the customer base right?

Tom

January 23rd, 2013
4:09 pm

My service went down just today. This is the first problem I have had with U Verse since I got it two years ago. I contacted their support using the online chat while at work. They agreed to credit my account $20 for the outage.

KG

January 23rd, 2013
4:09 pm

My phones have been out all day, work and home. This is happening during my busiest time of the year. And Lord forbid I have an emergency and need to cal 911. As soon as my phones are back up, I’m calling to cancel my service. I’m done with AT&T. Always having issues going on. Not once have they prorated my bill to reflect times when the service was down.

Fan

January 23rd, 2013
4:11 pm

Change over to Comcast and in 6 months, maybe a year, AT&T will have it fixed and come begging for you to take them back. Simple.

Cassandra

January 23rd, 2013
4:14 pm

My services been out since last Monday Jan.15th. They called and left me a message and said it will be restored on Jan. 21st, they called back two days later and said it will be restored on Jan. 25th. When does it take two weeks to fix a problem. All they have to say is we working on it and we now have no date on when it might be restored. ATT sucks!!!!!!!!!!!!!!!!!!!!!!!

I agree with Fes

January 23rd, 2013
4:16 pm

Don’t miss it at all.