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
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.
John
January 23rd, 2013
4:16 pm
My U-verse service (tv, internet & phone) in upstate South Carolina went down Monday night and is still out. I received an automated call yesterday afternoon telling me it was back up but it wasn’t. First time in over 2 1/2 years that I’ve had any service problem with U-verse.
gapeanutgal
January 23rd, 2013
4:19 pm
Well – let me tell ya. I contacted Comcast today and am switching my service. Not only are we not able to access the internet for our small business, but apparently when they “upgraded” our modem a few months ago, they started billing us on a separate account, which I have no nmbr for and they refuse to help me when I call because I cannot validate an account I never set up. They have been double billing us now for 2 months. You’d think they could have just mentioned the service was down. Can’t wait to see the Comcast truck pull up to install!!!
customer 998
January 23rd, 2013
4:21 pm
we are a customer in raleigh nc and our service has been out for about 2 days now. this is becoming a problem. Failed an exam because i couldnt turn it in because of internet oa uttage. I really hope this problem will be fixed soon so we can get back to buisness. I am still shocked that a company so large would have this problem for so long and would let so many loyal customers down with crumby customer service
Terri
January 23rd, 2013
4:32 pm
Mine was out for 2 days, then today i had to have a service tech to house bcs they turbned off all access to my boxes in 2 rooms and it was a BIG mess
Eric Rodgers
January 23rd, 2013
4:32 pm
My service was restored earlier today.
Stuck in the Country
January 23rd, 2013
4:33 pm
Just be glad you have options for your internet service! I would LOVE to have U-Verse (even though it’s been down). Our only options are dial-up and satellite. I live in the greatest country in the world and don’t have good options for internet, phone, and tv. So – if you have options – BE THANKFUL!
Richard from Raleigh
January 23rd, 2013
4:34 pm
I thought it best to cancel service as of the end of the month. U-Verse internet went out Monday 1/21/2013 at about midnight and is still not restored. AT&T representatives have no useful information, and always speak as though the problem will be solved soon, which of course did not happen.
Terri
January 23rd, 2013
4:35 pm
OHHHH and I was told by customer service after being on with them for 2 hours last night that I was going to be charged for the guy to come out, this was my problem and that I was affected by the outtage weven though i had internet and cable in one room, she wouldn’t admit to there being a problem. She told me all my lines were dead, there was no “reset button” that she could try. The tech certainly took care of things with the reset button today!! Amazing how the lady last night didn’t want to help me.
I have had several problems with this company, unfortunately they are the only ones i can use
ex bellsouth dsg tech
January 23rd, 2013
4:39 pm
Lost service about half the day Monday in Atlanta. After that ok. For some reason Uverse will constantly throttle back user speed. have to reset the NVG510 about once every two days. We have a six meg profile but during inactivity the profile is changed to 3mb or even slower. When you resume surfing you get the slower speed until you reset the modem. I am an ADSL dude, don’t know much about IPDSL.
bill
January 23rd, 2013
4:40 pm
No tv no internet no land line for two days so far . Help desk no help lyeing to you.Said would send serviceman ,didn’t all they say is reboot opps that didn’t help sorry service.bad pr
Debbie
January 23rd, 2013
4:42 pm
I have had no service since early Tuesday morning. I have called three times and chatted online once with AT&T. I have gotten 4 different answers as to why there is an outage. I was told this morning that 2 million customers have no service. Last night I was told that the network had been hacked. Apparently, the CSR’s don’t know what is going on. I just want my service back and a prorated bill for this month.
jeffrey
January 23rd, 2013
4:47 pm
i live in gadsden alabama ,have had service for 7 months no problems till now .they could at lest tell you when it will be fixed.and a refund to my account would be great.since my service has been off for 48 hours. yall need to work on the customer service problem you have!!!!!!!!!!!!!!! i think you will lose a lot of customers to comcast &direct tv..better get on the ball &fix it….think about it my self if not fix quickley..
Erwin
January 23rd, 2013
4:47 pm
My service was installed just today and within minutes of the technician installing it it stopped working. We called him back and he said it was a broadband outage and was unknown when it would be fixed. I contacted their support using the online chat while at work. The support person (Avil, somewhere outsourced abroad) spontaneously offered to credit my account $20 for the outage. That is nice but what I really care is that it works and if there is an outage what a reasonable downtime we should expect. Avil had no response.
Now why did they install it in the first place if they already knew they had an outage??? Why not postpone the installation ??? Sounds like the left arm does not talk to the right arm.
If they cannot even communicate internally don’t expect them able to communicate to their customers… TOTALLY unacceptable
Rob in Atlanta
January 23rd, 2013
4:54 pm
All equipment and services will fail at some point. We depend on our internet for business and we use Comcast. Our internet goes out so frequently that we bought a monthly service with Clear for $45.00. It is wireless and when we lose Comcast we just switch over as long as we need to and then back. Our download speeds are only 4 to 5 MB (compared to 80) and up is usually around 1 (compared to 12). But we can do everything we need to. There are lots of possible ways to build in redundancy. We didn’t go with At & T or Verizon (or cell phone carrier) because of the data charges. I don’t think we pay extra for unlimited data with Clear. This has been an absolute life saver many times. I know this isn’t reasonable for everyone. But for a business this is very cheap insurance. Really, AT & T should think about letting their wireless customers connect while there U-Verse is down. Simple, if your wired is down no data charges on your wireless. Perfect redundancy. Yelling at the person on the phone for the service provider really accomplishes nothing. Just make a plan.
johnny fairplay
January 23rd, 2013
4:54 pm
Working for a consulting company at billable rate of $250 dollars an hour that I can’t do since the outage. Wonder is they will compensate me $250 x16 hours. A bunch of incompentant jerks, i’m done with them,they can kiss it.
Barbie
January 23rd, 2013
5:01 pm
We were to have installation done Mon the 21st, all the re-wiring was done, about 4-5 hrs. worth of work for the tech, and no AT&T service. I took off work yesterday afternnoon, they came back tried again for about 31/2 hrs., nothing. Were supposed to call or come back out this morning, my dad went to my house for me, they never called or came. I sent my dad home and made a few phone calls…. So now they say its fixed they will be there in the morning between 9-11. I had the techs manager #, which I was told to call, took me 3 times and a few hours to get him,he never did return any of my voice messages, he said he would try and get someone out this afternnoon he would call me back, that was apx. 2 hrs. ago, havent heard anything yet. Trying to stick it out and give ATT a chance, but if its a no go after tomorrow, I will have them hooking me back up to my old carrier. NO phone, internet, TV for 3 days is long enough! The techs and my sales person have been very nice and are doing everything they can, cannot say as much for the landline? manager.
Summer
January 23rd, 2013
5:21 pm
Mine has been going out every night at 8pm and turning back on sometime in the morning. Too bad I dvr primetime shows and not daytime shows. Why can’t it go out while I am at work and not when I am home and actually have time a programs to watch?
Chase
January 23rd, 2013
5:21 pm
Really??? reboot three times in a row? What is that going to do exactly? Copout! An IP address is held by a lease. Until that lease expires and a new one is renewed, you can reboot 5000 times and it wont do nothing but ummmm reboot!. LMAO
Abe
January 23rd, 2013
5:25 pm
I have been without service since Monday 11PM. Called ATT Monday AM-got automated service and had to leave a phone number where they will notify me when the problem is resolved. Received a call around 7:30 PM Tuesday but there was no service. Called again and a nice person told me they had no complaints about service problems in NC,. I sent him to check and he came back and told me they will fix it within 12 hours. We are now at 42 hours outage and nothing. I tried to post on their facebook page and ATT immediately remopved the posting. Seems you can post only if you say nice things about them.
Joe
January 23rd, 2013
5:28 pm
Looks like back to Time Warner for me…………………….
Bedbug
January 23rd, 2013
5:34 pm
I know it’s a big loss for folks, but some of you really were un-prepared and don’t really know how it works. First of all, residential service is not a ‘Six-Sigma” service. Read your Terms of Service. Many people are trying to run a business off a residential account. If you depend upon having constant Internet access, well then you need to get Business-class service and get the appropriate service guarantees. And, you’re going to pay more, a lot more. No sane business is going to guarantee near 100% up-time for residential Broadband customers, some of who are only pay $10 a month. Also, you students who can’t turn in term papers or tests, well, honestly, you should have considered having a backup plan. I mean, a lot worse could have happened to your computer besides losing Internet access. You need to back up your papers and know how you can get access to other computers or online access besides your home. I’m not excusing the actions of Broadband providers and their associated customer service issues, but folks really need to understand what they are getting into in the first place.
Kimmi
January 23rd, 2013
5:34 pm
I have no phone, tv, or internet. Been down completely since 5am Jan 22. Called was told would be up 6-12 hours. Got a call from automated system at 547pm on the 22nd. Still out. Was told by agent that 15 states effected and no idea when it would be resolved. Until now, no problems with ATT, but this is a major hiccup. Shows the windows of opportunity not only with service, but also with communications. Frustration is an understatement right now!!!
Virtual Worker
January 23rd, 2013
5:35 pm
I am a 100% virtual employee and have had issues since late Monday afternoon. (not to mention I lose service at least three times a month for an average of two to three hours each time) Thank goodness I have a Verizon wireless hotspot so that I can still connect to work and get my job done. Perhaps I should send AT&T my Verizon bill for the data usage overage I am going to incur due to this and deduct that amount from my monthly AT&T bill – you can bet I am not going to get any kind of a rebate from them for this inconvenience. I am stuck with them for my ihternet and phone service as there is no other provider where I live. I am one of the unfortunate few who AT&T does not care about because they ‘know’ I have no choice but to use their service. When my contract ends you can bet I am going to check with Verizon to see if they offer an unlimited data package for the wireless hotspot. If they do, it’s bye-bye AT&T
Annette
January 23rd, 2013
5:48 pm
In Cary NC. Down since 9PM Monday. Called Retention dept. this afternoon. Most effective after having talked to about 4 escalated support people in Texas, Florida, etc. I thought most of the people down were customers who were at least 3 years or more with UVerse on old node equipment that could not accept the software repair patches. I was told by the most recent support staff that it could happen even to a new customer which blew my hypothesis (unless they were attached to an old node). Nonetheless, I asked to cancel my service and reinitiate a new account which I assumed would port me to at least working equipment. That would require a)$49 b)install date of no sooner than Jan. 31st and c)would lose anything I had saved on my DVR… They came back with a $75 credit, one year of full verse tv channels, 24 mb upgrade to my 12 mb etc. I am still down but not so mad. My next door neighbor has uverse and never went down. I am piggybacking off her network to access email…
Christy
January 23rd, 2013
5:52 pm
Im in South Carolina and still without cable or internet….
Lady Jada
January 23rd, 2013
5:55 pm
AT&T installed U-verse, then blocked my work email! For several weeks AT&T would not call me back, but COMCAST did!!! Fantastic customer service and follow-up by Comcast. I cancelled AT&T and am very, very happy. Wish I had called Comcast sooner. 1-800-266-2278 is number for Comcast residential. Comcast business service is 610-234-3728.
Alan
January 23rd, 2013
5:55 pm
4 days with this issue. Sometimes the Internet works sometimes it does not…XBOX Live won’t work so no online gaming. I was on the phone with ATT Tech support and the call disconnected and the agent didnt call back. I’ve been on hold 110 minutes trying to call them back….I pay over 200 dollars a month for the Internet,TV and home phone with UVERSE…..Its great when it works, however ATT needs to work on its service recovery plan and the ability to fix issues in a timely fashion…..Come on fix it. We sent many men to the moon and you cant fix a server….Geeezzzzzz!
Kristen
January 23rd, 2013
5:56 pm
Uverse has been out in Orlando Florida for 3 days now. It is hard to work from home when I cannot access the internet. My business is suffering because of this issue. It is spread out over at least three states and it’s 1 percent of their customers? Three states seems like a big deal to me.
Funkisha
January 23rd, 2013
6:02 pm
Every so often I get it right, and it appears that my instinct to avoid U-verse was the right call.
FWIW I also avoid Charter Cable like the plague. They keep sending me junk mail solicitations to sign up for their “bundle”, but seeing their repair crews in my neighborhood nearly every day and listening to my unhappy Charter customer neighbors is all I need to know.
Dale
January 23rd, 2013
6:11 pm
I’m in Central Florida and service has been out over 2 days. I’ve been a Uverse customer since inception and have been pleased with it all. But this is killing my small business and the fact that I can’t get any type of answer as to when service is to be restored is very troubling. No one has a answer.
Delphine Lowe
January 23rd, 2013
6:18 pm
I am an AT&T stockholder! Vacationing in Ft. lauderdale. My husband teaches via the net! This is an outrage, no service since Tues. a.m. You should be ashamed!
Sharon
January 23rd, 2013
6:21 pm
I am in Austin Texas and we have been without for two days. This is a very widespread issue. ATT is not being forthcoming. And a server can be replaced. It does not take this long.
DoubleTheFun
January 23rd, 2013
6:23 pm
No sympathy for those losing money due to downtime. I pay for a backup connection because Comcast goes out on a regular basis here so I switch to DSL until it’s fixed. If an Internet connection is essential to your business then why don’t you have a backup connection?
David
January 23rd, 2013
6:41 pm
We have 2 isp’s at the house. ATT dsl(Uverse not available yet) and Clear. My wife works from home and the ATT was ok but for a 1 week period it crapped out for about an hour daily. Couldn’t have that for her work, went to Clear, same download speed as ATT and faster upload. No downage for several years. Plus if you buy the equipment, modem was $79, you’re month to month, no contract, and it’s $40 something a month. Great backup for cheap.
DawgNole
January 23rd, 2013
6:45 pm
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.
__________________
You probably wouldn’t be able to stand Comcast for “6 months, maybe a year.” They’re the epitome of greedy corporate giant that cares little if any for its customers.
Rob in Atlanta
January 23rd, 2013
6:50 pm
Sometimes the comments to these articles are worth reading. You can learn something. For others they just want to vent. To all those venting try reading the constructive posts and reduce your future need to rant. Make a plan. Any provider will fail at some point. Read above to solve the future problem now.
Donald
January 23rd, 2013
6:50 pm
If you think U-Verse is bad….try Comcast…! There is a Comcast Truck on
my street at least twice a week because their service stinks. And try to call
Comcast on the phone. Get ready for a 45 minute wait til a live person
answers your call.
BigEyes
January 23rd, 2013
6:52 pm
Hello!!!… “1 percent”. I don’t really believe in the “server problem”. Does AT&T dont have server redundancy or backups. They have a lot of problems. In fact, they change some parameters to mask the problem and it is for this reason that some applications are still not working like XBOX Live. By the way, the Customer Support it’s just so lame. It’s just a waste of time.
Marci
January 23rd, 2013
6:52 pm
My service in Miami has been down since 2 AM Monday. All my neighborhood still does not have service. After talking to co-workers, scattered throughout South Florida, they told me their service is down, too. It seems to me that many of those 1% may be in our area.
Gary
January 23rd, 2013
7:01 pm
Have been without my office internet since Monday night-the UVerse customer service is horrible-they simply act like they do not care that my business is totally disrupted. I have 10 employees and we can only get some things done with no internet/email access
DawgNole
January 23rd, 2013
7:10 pm
Lady Jada
January 23rd, 2013
5:55 pm
AT&T installed U-verse, then blocked my work email! For several weeks AT&T would not call me back, but COMCAST did!!! Fantastic customer service and follow-up by Comcast. I cancelled AT&T and am very, very happy. Wish I had called Comcast sooner. 1-800-266-2278 is number for Comcast residential. Comcast business service is 610-234-3728.
_____________________
For every happy-with-Comcast story like this one, there must be 100 nightmares. For me, it was 22 years of nightmares with Comcast TV service before I finally had enough and severed the cord. Went with DirecTV and haven’t looked back. More channels, cheaper, NFL Sunday Ticket, and only lose signal for a few minutes if BAD thunderstorm is in the area–which rarely happens due to our perepetual drought over here in east central Georgia.
Richard A Secor
January 23rd, 2013
7:13 pm
The problem is regarding an update they sent out around 10 PM Eastern on January 21st, 2012.
It started out with dropped MTU (package size) settings. Usually near or at 1500 they were forced down to a maximum of 576! This caused problems with gaming (see xbox.com), audio/video streaming, other larger packet intensive operations (such as uploading or downloading here and there), and packet loss.
While it appears that the MTU settings issue was resolved, a secondary issue cropped up (most likely related to the first issue).
What is the second issue? I have no idea, but my guess is that some of the systems did not want to take the update which was to fix the previously broken (MTU) update.
Matt
January 23rd, 2013
7:17 pm
@The Old Geezer Yeah, well this isn’t the 1950’s anymore grandpa. You’re lifestyle is becoming obsolete, and will be deleted from the system shortly.
Matt
January 23rd, 2013
7:18 pm
@Richard Secor – The MTU is still an issue for me.
AT&T U-verse outage | Review your ISP
January 23rd, 2013
7:20 pm
[...] AT&T still dealing with <b>U</b>-<b>verse</b> server <b>outage… This entry was posted in ISP News and tagged U-verse outage by reviewyourisp.com. Bookmark the permalink. Proudly powered by WordPress [...]
Me
January 23rd, 2013
7:26 pm
Only 6,000 customers? 6000 customers you migrate to existing servers and run everything a bit slower. It’s bigger than that. What about backup, redundant systems, chaos plans, and everything small businesses are smart enough to have, but not giants, obviously. By the way, I’m sitting at a comcast-served home and their internet is WORKING!
scd7
January 23rd, 2013
7:27 pm
To those of you who say “step away from your computer and get a life now and then” do realize there are people who 1) rely upon their internet / phone service to run a business or work from home. If you work from home and don’t have an office you can go to, you don’t work and don’t get paid. If you have a store with Uverse and the phone doesn’t work, your customers can’t call you. If you don’t have internet, you may bot be able to run credit cards, receive online orders, etc. This is far more critical than just surfing the web and reading email for many people.
A several hour outage is understood from time to time. But a several day outage with no commitment of when it’ll be up again is beyond unacceptable in today’s IT world. Especially from a “major” internet provider.
Herp de Derp
January 23rd, 2013
7:49 pm
I don’t have U-Verse, but of the folks I know who do have it, about half seem to love it and the other half seem to dislike it a lot.
That said, AT&T’s well known for lousy customer service, so that part doesn’t surprise me.
Kat
January 23rd, 2013
7:55 pm
I’m in Brookhaven and we went out today about noon and haven’t been restored. Right now it’s just an inconvenience for us but I hope we get back up soon.
Lorraine Goodman
January 23rd, 2013
8:02 pm
I was scheduled to have AT&T Uverse installed twice and AT&T canceled. I told them to forget it,aybe it was a blessing.
Diana
January 23rd, 2013
8:04 pm
AT&T delivers quality service to millions of people all over the world. Very ocassionally something goes wrong. UVerse is a fabulous product that works well. If this weren’t true you people wouldn’t be so upset to lose it. Rest assured that intense effort is being made to rectify the issues.
KHammond
January 23rd, 2013
8:05 pm
read your article online through my other service since att uverse is down. I am in Raleigh, NC & have been without service since at least 4 am tuesday morning. don’t care much about the tv part, but without phone service?? can’t call 911 if needed. Sure hope no one out there gets into an emergency situation & cannot call for help because AT&T can’t get service back up & running. I see lawsuits in the future.
kmcg
January 23rd, 2013
8:19 pm
I just lost it at about 7:15 pm 1/23. Had no original outage. I just have internet through them. Seems like they’re making it worse as they try to fix.
kmcg
January 23rd, 2013
8:20 pm
I just lost it at about 7:15 pm 1/23. Had no original outage. I just have internet through them. Seems like they’re making it worse as they try to fix. In Atlanta.
Where is ATT
January 23rd, 2013
8:21 pm
I called Monday nite to the 800.288.2020. The service was setup to automatically send me NOWHERE. I called Tuesday and the same thing happened. I was able to talk to a local ATT repair person on Wednesday morning. He said the ETA is unknown. I called tonight was put on hold for 40 minutes. The office in California answered. She said “I can’t help you since you are in Texas. Let me transfer you to the Texas office. Guess what, the Texas office closed 3 minutes earlier. If ATT is doing everything they can, why haven’t I seen an email or text message to my accounts. They have no problem saying your bill is due on MM/DD. Where is ATT when there are so many dissatisfied customers. Where you @ ATT?
C'mon Now
January 23rd, 2013
8:31 pm
Finally part of the 1%!!! Whoo Hoo. 48 hrs without Internet is making us grumpy.
DawgNole
January 23rd, 2013
8:43 pm
scd7
January 23rd, 2013
7:27 pm
A several hour outage is understood from time to time. But a several day outage with no commitment of when it’ll be up again is beyond unacceptable in today’s IT world. Especially from a “major” internet provider.
_____________________
You’re exactly right, and the answer to this unacceptable AT&T failure is for YOU AND EVERYONE ELSE facing your dilemma to hammer AT&T over the head by DROPPING them ASAP and turning to another internet, phone, and/or TV provider. That–and ONLY that–will get their attention.
Cliff
January 23rd, 2013
8:44 pm
This is infuriating. What do they expect us to do? Read books or talk to each other? Play parcheesie?
chante ray
January 23rd, 2013
8:44 pm
this is what happened in multiple states and cities vho’s went down on the uverse network causing wide spread outage in se and sw region places like tx,la,ga,fl,ten,ok,ky,sc,nc donot reboot rg it will not resolve issue just delay you from getting back on the network when the issue is resolved keep rgs powered up and wait for the service light to become lit solid green then your back up and running its a waiting game at this point for those who dont know vho’s are like large satelites here on earth that communicate with another one yes you guest it in space so the issue may not even be here on land but they will never tell you so you will have to wait it out or switch providers and they only offer $5 aday for when your down ..
DawgNole
January 23rd, 2013
8:44 pm
Diana
January 23rd, 2013
8:04 pm
AT&T delivers quality service to millions of people all over the world. Very ocassionally something goes wrong. UVerse is a fabulous product that works well. If this weren’t true you people wouldn’t be so upset to lose it. Rest assured that intense effort is being made to rectify the issues.
____________________
How much is your kickback for posting such nonsense?
Nan
January 23rd, 2013
8:47 pm
That sort of outage would be more than enough for me to cancel the service. I saw a friend post that they told her it may be 2 weeks to resolve. A shame. When it works, it works great. But as a remote worker constantly dropped from conference calls, unable to run WebEx meetings, it severely impacts me. As in my ability to pay my Uverse bill. If I had 2 days of no service, they’d be out the door.
Cat
January 23rd, 2013
8:54 pm
My U-Verse phone service has been out since Monday in the middle of the night. How do I know? Thats when my security system gave me an alarm that the phone service had been cut. Now still no phone service or security coverage. Getting a wireless security provider and canceling my phone service.
chante ray
January 23rd, 2013
9:10 pm
@CAT SMART
GAresident
January 23rd, 2013
9:14 pm
I live in Georgia, and I just lost service this morning, I hope I don’t have to go three days without service like some of you.
Frodo
January 23rd, 2013
9:23 pm
Why is ajc deleting our posts about DoS attack? My earlier post is gone.
Cathy C
January 23rd, 2013
9:23 pm
I came home to outage today (Wednesday) – seems like the problem is spreading as opposed to being fixed…
Miss Dallas
January 23rd, 2013
9:39 pm
Do yourselves a favor, people. Ask your co-workers and friends (who still have internet and phone service) who their provider is. My guess is probably Comcast. We are paying $99 for a year of internet, phone and cable COMBINED! Business rates are higher but it doesn’t hurt to call for a quote. 610-234-3728 is the number for sales.
Joe
January 23rd, 2013
9:42 pm
All the leadership in the company is in Dallas this week slapping themselves on the back talking about what great innovative thought leaders they are. Nobody is minding the shop this week. Sorry gang call 1-800-whateva
DanO
January 23rd, 2013
9:48 pm
You think ATT is bad just wait until a ice storm knocks out comcast. The 24/7 365 folk at ATT will have you up in 48 hours. Comcast will take weeks cause they are only willing to pay 2 hours a day of overtime pay and definitely no sundays or holidays will be spent restoring service. It already happened in Georgia. I was a comcast tech sitting at home and my ATT tech buddy was working unlimited overtime to get the network up. ATT are seasoned pros with natural disasters.
Pone acre
January 23rd, 2013
9:53 pm
I left Comcast cause of terrible cust service. Found AT&T a better product but terrible phone cust service vs all of Comcast cust service bad in most instances. Need to make good to customers & credit.
dave
January 23rd, 2013
10:23 pm
now is the time to spend a little quality time with your kids instead of sitting in front of the tv or computer!!!!!!!!
mosi b.
January 23rd, 2013
10:32 pm
Absolutely. ATT needs to make it right. You can merge, change your name, but you’re still Ma Bell. Slow to respond and indifferent.
NC ATT Customer
January 23rd, 2013
10:40 pm
ATT Uverse phone out here now on 3rd day and after repairman visit – both internet and TV are working sometimes (out 8 hours today) phone now 24 hours +outage. Over two years with Uverse and about to replace – 24 hours of good use is a really exceptional day.
Angela
January 23rd, 2013
10:43 pm
It is nation wide…..I live in New Orleans….I was told by a representative that 75% of customers have been affected….I asked him if he was talking just the New Orleans area and he said no….nationwide. The problem is much worse than the posts says here…….my service has been down since Sunday night….and still I have no service…..No server should ever take this long to repair….I think they have much bigger issues than this…..worm maybe or a virus…..whatever it is, it is not going to be fixed any time soon. My friend was told today that they would have service in 5 hours….welll ……no service yet…….trust me…..they are having serious problems.
same ol AT&T
January 23rd, 2013
10:57 pm
In the Atl. Ga area here and service is out, spent hours on the phone with the wonderful outsourced customer service. I already hate att with a passion this further proves my point to who ever supports them… Ive prayed for another service to be available in my area, sadly no cable, no anything.. when can we expect our crap service back?
JMG
January 23rd, 2013
10:58 pm
service blows. had it for 5 months… every 30 days all my services went out.. phone internet and cable. quit and will never try again.
Brent
January 23rd, 2013
11:00 pm
We’ve had uverse since they came to atlanta. Are they perfect? No, but comcast sucks so bad, they are stellar in comparison. I just wish we had ala carte cable options. I’m sick of paying for channels we’ll never watch.
moralynn
January 23rd, 2013
11:11 pm
Everyone i have spoken to with U-Verse is dead in the water except for two with the newer routers. This has cost me lost wages and ultimately another $90 to run a line from a neighbor’s house so i can do basic work. If AT&T had been upfront about the severity of the problem, i would have run a cable yesterday. My confidence has be totally shaken with the company. I could have handled an honest answer and made arrangements. As it was, i spent the first two hours just discovering there was a wider problem. Should have been an alert across their webpage so i could have stopped wasting my time.
solome
January 23rd, 2013
11:54 pm
I dumped the bad uverse last year and went with satellite—more expensive, but much better! att “service” –worthless
grayceworks
January 24th, 2013
12:43 am
I thought I had escaped… WRONG! First my phone went out, and I got online with chat to troubleshoot that, as I thought surely it couldn’t be part of the outage, as it was only the phone part of my uverse. Hmm. As we went through all the basic troubleshooting steps, noted the router was failing to get an IP for the phone. They said they’d refer me to Tier2. As the chat ended, guess what went out? TV and Internet. I called Tier2 on my cell phone, and spent over an hour troubleshooting to verify whether or not it was part of the outage. Apparently I was the first in my neighborhood to notice, as when we were almost done troubleshooting, she started getting reports of others in my neighborhood as well. The router trains just fine on the broadbank line, but fails to get an IP for the router. They are unable to force the router to pick up an IP from their end. So we end up with a solid green broadband light, and a blinking or red system light. Intermittently, the internet and TV come back, but not the phone. Very frustrating.
grayceworks
January 24th, 2013
12:50 am
I agree with the poster who mentioned it seems like either a virus or a DOS attack. I mentioned this to the Tier2 support person, and they said no…. but they admitted they still don’t know the cause, since the lines are fine, and their servers are pretending to hand out IP addresses, they even told me what they’re showing mine should be. But their servers are not actually linking the IP addresses to our residential gateways. Which if it was a bunch of workstations trying to connect to a server, and not getting any IP addys, I’d say there was something wrong with the server software. Especially if it started spreading to servers in other locations.
Elyse
January 24th, 2013
1:24 am
I live near Atlanta. My phone hasn’t been working for two days; internet and TV are fine though. I hope it’s fixed soon as my mother is handicapped and doesn’t have a cell phone to call for help if there is an emergency.
oldfart
January 24th, 2013
2:48 am
Call them and you get an automated attendant that you eventually drill down to the “all not working” selection (phone, tv, & internet). Hold for the human. Hold music is interrupted every 30 seconds to give you variations on a theme that paraphrases as “almost all problems can be resolved by going to att.com/uverse”. This absurd Catch-22 is repeated every 30 seconds by a voice similar to HAL in 2001. Tell me that you wouldn’t be a bit infuriated when you finally get a human on the line, especially when you determine that human is in the Philippines and reading from a script.
If I have made the selection that my internet connection is down then don’t tell me to use the internet to resolve my problem.
Bell Carbery
January 24th, 2013
3:02 am
I’m impressed by this blog.
herb
January 24th, 2013
3:35 am
Here’s the real story, my sevice was interepted tuesday 1-22-13morning, went off came back on a couple of times. everything except the xbox connection. i went to xbox and they said it was my isp. called at&t, on hold 20min before a lady answered, told her my problem, she went through the routine restarting router, checked computer access, and tv acess and said everything was working fine. glad she could help. What! its the Xbox not connecting, well i cant help you with that, i will have to send you to service center that handles 3rd party devices. time elasped 1 hr. support answers, I tell him the problem, he tells me that it will be a one time fee of $49 to fix my connection with xbox, or a extended plan with a monthly fee of $15, one year commitment. I refuse to pay when it is there server that is the problem. I am very irritated at this point. I want to speak to a supervisor or manager. he starts mumbling about he could have a tier 2 tech help me. For how much? it’s part of at&t service. time elasped 1hr 20min. wait time 5 min. tier 2 tech listens about my problem and the events leading up to him. we go thru all the checks and resets. yea! one more time. he has no answer, why its not working, puts me on hold to do some research. he comes back few minutes later. He found that something happened to there system, and the enginers are letting only enough data to go through to give access to the t.v. and computer. but not the xbox because its minum MTU is 1365 and only half of that speed is avaliable. he apologizes about all the confusion. asked estimated time xbox will be back up and running. does not know, best guess check back tomorrow. time elasped 2hr 20min. problem not resolved. called back 1-23-13 on hold 20 min. problem NOT resolved. the tier 2 tech told me it was the southeast all the way to maine that has this problem.
My theroy: At&t is ripping people off by selling them a service they dont need. because, the special services guy told me my xbox would be up and running by the time we were finished.
Also, I think a problem between xbox and at&t about money At&T is losing to the services xbox gives. Example: my daughters wii can connect to the internet, but not xbox.
At&t did give me a $20 credit today after spending over 3hr on the phone with them. Really covers the cost of xbox gold, netflix, ect:
herb
January 24th, 2013
4:04 am
Here’s the real story, my sevice was interepted tuesday 1-22-13morning, went off came back on a couple of times. everything except the xbox connection. i went to xbox and they said it was my isp. called at&t, on hold 20min before a lady answered, told her my problem, she went through the routine restarting router, checked computer access, and tv acess and said everything was working fine. glad she could help. What! its the Xbox not connecting, well i cant help you with that, i will have to send you to service center that handles 3rd party devices. time elasped 1 hr. support answers, I tell him the problem, he tells me that it will be a one time fee of $49 to fix my connection with xbox, or a extended plan with a monthly fee of $15, one year commitment. I refuse to pay when it is there server that is the problem. I am very irritated at this point. I want to speak to a supervisor or manager. he starts mumbling about he could have a tier 2 tech help me. For how much? it’s part of at&t service. time elasped 1hr 20min. wait time 5 min. tier 2 tech listens about my problem and the events leading up to him. we go thru all the checks and resets. yea! one more time. he has no answer, why its not working, puts me on hold to do some research. he comes back few minutes later. He found that something happened to there system, and the enginers are letting only enough data to go through to give access to the t.v. and computer. but not the xbox because its minum MTU is 1365 and only half of that speed is avaliable. he apologizes about all the confusion. asked estimated time xbox will be back up and running. does not know, best guess check back tomorrow. time elasped 2hr 20min. problem not resolved. called back 1-23-13 on hold 20 min. problem NOT resolved. the tier 2 tech told me it was the southeast all the way to maine that has this problem.
My theroy: At&t is ripping people off by selling them a service they dont need. because, the special services guy told me my xbox would be up and running by the time we were finished.
Also, I think a problem between xbox and at&t about money At&T is losing to the services xbox gives. Example: my daughters wii can connect to the internet, but not xbox.
At&t did give me a $20 credit today after spending over 3hr on the phone with them. Really covers the cost of xbox gold, netflix, ect:
you let your At&t bill get behind one month and they will drop your service and make you pay a reconect fee.
AD
January 24th, 2013
5:32 am
My t.v. and internet went down for a combined 2 hours but the problem for me is the MTU issue…I can’t connect to XBOX Live even after they claim everything is up and fine…I haven’t had any issues in 2+ years besides a modem issue which att fixed promptly…I think they were hit with some type of hack or virus and not telling the truth…they report revenue either today or tomorrow for 2012 so there is not telling whats going on with a publicly traded company..maybe some more ENRON stuff eh?
Festering
January 24th, 2013
6:03 am
AT&T really sucks! The bad part, Comcast is just as bad. I pay AT&T >200.00 per month for crappy service. I pay for 24 mb service….I get 9 or 10, I pay for phone service that doesn’t work and I pay for TV service that looses signal, frozen screen, voice and picture sync issues….
I think there’s major issues at AT&T. They are covering it up because of PR….someone should be fired!! Customers deserve to know….especially when our phones are involved. AND especially when 911 service is disrupted!!
jim
January 24th, 2013
7:29 am
If ya’ll don’t have Internet how are you posting?
I’m on uVerse 32 meg dedicated line and have had zero trouble in 7 years. They also answer the phone if you have trouble.
Waaaaay better than ConTrash
although the TV remote kind of sucks
GaTech computer programmer
January 24th, 2013
7:35 am
Believe me it is not a virus or DOS attack. Sounds like an IP server just went down. That is all. Probably running Windows, since UNIX would not break, and hardware is redundant.
ben
January 24th, 2013
7:38 am
I hate AT&T anything.
Cindy
January 24th, 2013
7:39 am
I live in S.FL on the Treasure Coast and we have been with out service (TV, Internet, etc..) since Monday evening, however At&T U-verse says otherwise, since Tuesday. I’ve been on the phone with them several times (waiting for at least 2-3 hours) and they still can’t tell me when my service will be restored. I don’t understand were not living in the dark ages anymore it’s 2013, come on REALLY!!! Large companies like this should always have a backup plan when something like this happens. Good Luck everyone, who knows when they will get this resolved, they defiantly need to make this right with all there customers!
JB
January 24th, 2013
7:42 am
Has anybody here ever tried to repair a server? LOl at people saying it shouldn’t take that long. It’s not like you have to just fix a part- the coding is a serious pain, especially on ATT’s scale!!!
Try looking at a flashing cursor on a screen in a data center with loud fans blowing at you and wires everywhere- while thousands of people wait for you to figure out the magic commands to type.
There’s also a guy who his whole job is to follow you around everywhere you go
Also no Internet to help you and no phones allowed either
Try it sometime!
Mike Goodwin
January 24th, 2013
8:17 am
It was not only U-Verse..but more of ATT as I also keep losing cell service. I came back sometime last night but still cannot get voice mail from my landline…the app keeps saying server sync issues.
Dcw
January 24th, 2013
8:52 am
I’ve had no phone, TV or Internet since Monday! After multiple calls to CS, I have TV & Internet as of Wednesday evening! Home phone still out!!
gj2001
January 24th, 2013
9:59 am
I’m in the Atlanta metro area. I called at&t to tell the my wi-fi key is not working. It had not worked since the install in Sept. I recently attempted to switch some workstations to the wireless. Although I ensured at&t there was no problem with U-verse TV or wired internet they offered to compensate for the inconvenience. In the 15+ years with Comcast, many, many unexplained outages of various durations, not once did comcast offer anything other than, ‘technicians are working to resolve the issue’.
Frodo
January 24th, 2013
10:02 am
LOL. JB! Great post. Calm down everyone. Go read “Superfudge”.
O-Bama
January 24th, 2013
10:04 am
Switch to Comcast?????????? Not no but HELL NO. I would go without TV rather than pay Comcast.
Shon
January 24th, 2013
10:13 am
JB – I work in the IT industry and I manage servers. If my production server goes down I have a backup server I switch to. We only lose service for a few minutes until the backup server is fully operational. And we don’t have millions of customers depending on us.
If my backup server fails for some reason I could completely rebuild the server in a few hours. It doesn’t take three days to resolve a server problem.
You would think a company as large as AT&T is would have taken the same precautions that I have.
RGB
January 24th, 2013
10:16 am
So JB,
How long should it take to fix a server?
AT&T’s outage is in its fourth day.
Should it take a week? A month? Three years?
Should a service provider be transparent with its customers and communicate with them regularly when an outage occurs–or should they state that almost nobody is experiencing the outage and have employees post blog entries about how great their service is?
Further, should a service provider as large as AT&T have failover and redundancy capabilities built into their network design? If these features were incorporated into the design in a proper fashion, would you expect AT&T’s outage to last four days and counting?
Finally, for people whose livelihood and safety are tied to certain of AT&T’s services, what would you say to them? Buy an enterprise-level service that costs thousands per month? Should an individual have to go to that level to get even two-nines reliability?
Oh, and I’ll add “LOL” since that seemingly provides you comfort….
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.