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?
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160 comments Add your comment
Shon
January 24th, 2013
10:54 am
My service went down Tuesday morning, it came back late wednesday night. At least my tv is working. I haven’t had a chance to try my internet yet.
ronny
January 24th, 2013
10:59 am
have been out of service since monday. I know local manager’s for wireline and u-verse. They tell me the problem cover’s customer’s in all of former Bellsouth region (9 states), and they don’t know what happened??????? That’s why it’s takeing so long, you have to know the cause before you can fix the problem. So many people are affected, or the problem is ‘active’ that each time they turn up a section, another goes down. Sound’s like they have been ‘hacked’ just don’t want to admit.
1%er
January 24th, 2013
11:14 am
I’ve been with AT&T for 14 years for both cell and Uverse (when it bacame available). Right now I’m using key rings hooked up to the cable wire for TV reception (works pretty good). If they do not offer to make it right with an offering instead of me approaching them for one, I’ll go to another carrier.
Tim
January 24th, 2013
11:43 am
Been out in Greenville SC since Tuesday Morning. What is going on AT&T? Nice of you to make a solid statement. Oh, wait…I can’t watch the news to see if you have made a statement! Come on!
Shon
January 24th, 2013
11:52 am
This is what was reported by a paper in NC this morning.
“U-verse service has been restored for the vast majority of our customers affected by the outage,” Josh Gelinas, a spokesman for AT&T in North Carolina and South Carolina, said in a statement.
” We expect any remaining customer issues will be resolved this morning.
“We will provide a credit to customers who were affected.
“We know our customers count on their U-verse service and we apologize for the inconvenience.”
If you are not up and working now try rebooting your modem and receivers.
Gael
January 24th, 2013
12:28 pm
It’s a no-brainer. I used to subscribe to Comcast and they had no qualms about rendering credit for ‘down time’ even if for an hour onto my billing. AT&T will get it right if they offer same…it’s the least they can do since their customers are paying a flat rate fee for a monthly service. No full month service = credit for the down time.
Vicki
January 24th, 2013
2:46 pm
My fiancé lives in TN and was without service until a couple hours ago (3 days without service). He finally turned on his laptop and immediately a virus popped up. He is now on his way to try and get it fixed. I wouldn’t recommend AT&T for nothing.
Debboo
January 24th, 2013
9:58 pm
This has been a night mare!! Nothing should take this long!!! My internet, phone , and cable have been out sent Monday at 3:00pm and didn’t come back on until yesterday at 10:30pm!!! You talk about making you crazzzy!!! It’s just so much looking at walls you can do!!!!
I hope AT&T compensate us for sticking with them.
Gene
January 28th, 2013
1:48 am
Problem in this area is signal freezes and problems with voices out of sync with image. This also happens if you record a program. I ran a diagnostic test they told me about. I still have the same problem. Is this the kind of service I am going to receive in the future as their prices still go up every month!
Debbie
January 30th, 2013
5:43 pm
BEWARE! My email address got converted to a Business who started using U Verse. I had no email access for 17 days. In addition because AT&T servers do not talk to one another, they disconnected my DSL and home phone. I was not delinquent and never participated in any type of authorization for the change. Over 12 hours of on the phone and they offered me a $32 credit for my loss.
I filed a complaint with the FCC, BBB and am proceeding to small claims court. NO carrier should be able to take your personal information and access and just give it to anyone. They captured not only my email, but the 4 emails of my family.
THEY SUCK!!!!!!!!!!!!!!! and don’t care.