AT&T to credit U-verse customers’ accounts for lost service

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AT&T says it will provide credits to customers affected by a U-verse outage that left many without phone, Internet and TV services for several days this week.

“U-verse service has been restored for the vast majority of our customers affected by the outage,” spokesman Lance Skelly said Thursday. He said remaining customers were expected to have service restored before the morning was over.

The company blamed the outage on a server supporting U-verse and said it involved a “complicated fix” but provided no additional information other than that technicians were working around the clock to get the service restored.

One of the recurring questions on social media was whether AT&T would credit customers’ account for lost service.

“We will provide a credit to customers who were affected,” Skelly said in his statement, although the company has not provided information on the exact number of customers affected. It has only said less than 1 percent of its customers in the Southeast and Southwest were affected. “We know our customers count on their U-verse service, and we apologize for the inconvenience.”

Angry customers, including those with home-based companies and rely on the Internet to conduct business and others who missed the presidential inauguration Monday because of the outage, vented on Twitter and Facebook. They also complained about AT&T’s slow response in addressing the problem publicly and about long waits on customer service lines.

35 comments Add your comment

Outer Perimeter

January 24th, 2013
11:29 am

If they do as usual, the credit will be almost insulting, like four or five dollars.


January 24th, 2013
11:47 am

I didnt have any issues this week, thank god so I didnt miss the Clown Inauguration

Never Satisfied

January 24th, 2013
11:56 am

Stay classy DunwoodyGuy!

I’m sure those of us affected will have to raise Holy Hell to get a five dollar credit.

john mann

January 24th, 2013
11:59 am

Dunwoodyguy your an idiot show some respect you probaly cant even afford cable jackass

Allison Wonderland

January 24th, 2013
11:59 am

Be thankful for the $5 greedy people!! Hillary 2016!!!


January 24th, 2013
12:03 pm

Drop ATT return to cable!

Ivan Cohen

January 24th, 2013
12:05 pm

With all the hype about AT&T U-verse service, it would behoove the company to have servers which can deliver. Don’t just have your technicians work around the clock, have them work in shifts. Lost service will result in lost revenue for AT&T.


January 24th, 2013
12:06 pm

“Clown innauguration.”

Love it DunwoodyGuy!

The one post this week that made me laugh.


January 24th, 2013
12:09 pm

“… your [sic] an idiot [sic] show some respect you probaly [sic] cant [sic] even afford cable jackass [sic]

I’m betting DG CAN afford cable. A little birdie told me.


January 24th, 2013
12:10 pm

Get over Obama..he is your democratically elected leader..funny, when anything is up for discussion folks like to add their “OBAMA” jokes. Save it..plz


January 24th, 2013
12:11 pm

My service is only partially restored. My internet is slowed and the MTU setting is 576. My son cannot log on to XBOX Live with an MTU that low. I worked with tech support yesterday and they are giving me a $20 credit.


January 24th, 2013
12:11 pm

Just because the story makes reference to customers losing service during the inauguration doesn’t mean that people have to take bait with swipes at the President. I find it interesting that none of the hostility is directed to AT&T.


January 24th, 2013
12:15 pm

AT&T informed me I would receive a $20.00 credit in the next couple of billing cycles. That does not cover the loss.


January 24th, 2013
12:17 pm

When I called and complained on the first day of my outage, they gave me a $50 credit.


January 24th, 2013
12:43 pm

Tom –

Tell your kid to read a book.

John Doe

January 24th, 2013
12:47 pm

I worked for AT&T. They’ve been cutting costs these past few years and it was beginning to affect quality. It really shows now. The new leadership of the company really should have been let go a few years ago. They kept “shaking things up” for the sake of improvement, which in itself caused nothing but mass confusion.


January 24th, 2013
12:50 pm

well, morning is over, at least on eastern time and still having problem’s. Finally got service for internet, but cannot get TV service , and morning is SO OVER!!!!!!!!!!!!! They are hideing something,,, to have the whole southeast covered by ‘one’ server!! They could replace the entire building of server’s by now. Too bad the u-verse service is not regulated by the PSC, maybe they could lite a fire under somebody’s a**! They keep using the figure ‘6000′ people without service,,, from what I hear from at&t employee’s it over 160,000!


January 24th, 2013
12:58 pm

Did anyone ever get their x box live back on?


January 24th, 2013
1:05 pm

I am beginning to have problems again. I have internet and phone, but the TV is freezing up frequently.


January 24th, 2013
1:07 pm

the phone is not working. called todau. still not working.


January 24th, 2013
1:08 pm

Also the xbox is not working.

No, he's NOT

January 24th, 2013
1:14 pm

nettra, he’s NOT my democratically elected leader – he’s the leader of the country in which I live, but not the state in which I live. He’s my president, but he’s NOT my leader (thank God!). When the states begin bailing out of his unfunded mandates (OBozocare and the gun grabs), you’ll begin to see just how little of a leader he is.
Oh and to stay on topic AT&T = a bunch of liberals with something to offer that looks good but never delivers what they sold you.

Road Scholar

January 24th, 2013
1:26 pm

No, he’s NOT: YES, HE IS! Stop your whining!

John Doe

January 24th, 2013
1:29 pm

Who is your leader, OUR President deserve respect enoung is enough get back to the issue AT&T
leave the rest out.


January 24th, 2013
1:31 pm

A single server? 1%? BULL SH….inola!


January 24th, 2013
2:09 pm

As a U-Verse subscriber, I was one of the customers affected. I am however, extremely dismayed and saddened that we have come this far in NEEDING television, wi-fi, gaming, etc. The comments I have seen make me concerned for our community. As a conservative, I don’t always agree with our President’s politics. I don’t agree with what happens for the most part, in Washington. Regardless, the insensitivity and cruel rhetoric displayed toward our Commander in Chief, has nothing to do with this update on U-Verse’s outage. Further, I’m surprised this is still a headline on the AJC. I simply turned off the lights, skipped watching TV for a day and actually found a little more time to direct one-on-one with my children. I hope this board is not a true reflection of our society now. If it is, God help us all.


January 24th, 2013
2:35 pm

I hear MITT ROMNEY is still staying up late due to he can not get over losing the election.

Kind of like the DWAG fans that can not get over losing to BAMA……………………..They will not let it go. LOL

chest fever

January 24th, 2013
8:00 pm

AT&T – too many marketing types and bean counters, but not enough engineers. Oh well.

Scott B

January 24th, 2013
8:49 pm

To those saying we don’t “need” it and to go outside, maybe you don’t realize the reliance that a lot of us have on the internet in particular for school and jobs. A lot of employers and professors will not take “oh my internet was down” as an excuse. Some of us make our livelihood and grades based on this access.

Maybe it’s a failing of us as a Western civilization but indeed it is a requirement for some of us.


January 24th, 2013
9:41 pm

Idiots love to take jabs at The President because your weak candidate did not get elected. Have you ever heard of The House and Senate? This is where legislation gets done! The idiot morons that have been sitting on their duffs the last 4 years fighting every piece of legislation that’s not an idea of their “Party” are the ones you should be crying in your milk over. A buffoon like like Dunwoody Guy has the pea sized genitalia to refer to The President as a clown? What did you refer to refer to G W Bush as? He sunk the country into 2 wars that have produced zero results and cost over $3 Trillion, and gas and oil prices are no lower! He left housing in shambles, closed auto plants, closed military bases, produced no jobs, and led the country into a nose dive into recession and you hold him in high esteem because he stole an election to win his first term? You Sir, are a suburban clown!!!


January 24th, 2013
11:29 pm

This outage caused me to miss The Inaugural Festivities!!! ATT could Never credit Me Enough to make it Right!

Mr. Gill

January 25th, 2013
6:56 am

Hey ppl, i work in att tech support. We have been strictly told to not to discuss the impact of outage. So far the amount of credit is $20 however if you call tech support ask for promotions, you might end up getting $30 off on your monthly bill till the time you have uverse services but be nice with the guy on the phone. However i know it usually takes 20 or even 40 mins to speak to a human being. but then such is life then we die¡

North Fulton

January 25th, 2013
12:30 pm

AT&T told me they are paying 5.00 per day for the 4 days I with out TV and WiFi. I work from home 100% and this is a joke. My time is worth 5.00 per day when i had to go to McDonalds and Starbucks to get access. I am embarassed for the exec who proudly dedided on taking care of his customers like me that drop hundreds of dollars per month on AT&T cell phones, home phone, WiFi and TV. Im done with AT&T and making the switch

Valerie C

January 25th, 2013
12:35 pm

I want ALL of my money refunded from two years’ of poor service with U-verse as well as college tuition (for online courses) that my two daughters failed because service was poor and their instructors WOULD NOT HEAR OF IT. I want my money back!! And yes, I complained to AT&T and the request fell on deaf ears.

Good Saint

January 26th, 2013
2:39 pm

Some people just can’t accept having a Black Man for President. Stick to the subject. (NO U-VERSE) President Obama is our leader whether You want to accept it or not. When you have people disrespecting the president..they all should be thrown in jail and the key with them. I have never ever heard of such DISPRECT until a BLACK MAN won the election. President Obama is the LEADER of OUR COUNTRY accept it and move on. What about the other presidents that lead the country? Even now people will say president to past presidents and not for (President Obama) You all need to pray and ask for forgiveness for the hatred you have. Get a life accept that President Obama is the Leader of Our Country.I said PRESIDENT OBAMA. You haters need GOD in your life.