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AT&T U-Verse Outage Continues
Company Continues to Downplay Problems as Limited
by Karl Bode 05:54PM Wednesday Jan 23 2013
A significant chunk of AT&T U-Verse customers across a number of states continue to be unable to use broadband, voice or television services. As we noted yesterday, many of these users have been completely offline since Monday, with AT&T slow to respond to complaints or give any solid explanations as to what went wrong. While some users have come back online, many still say they're without service.

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Insiders say the problem was a failure in one of their DHCP servers. Some users may be able to restore service by unplugging their U-Verse gateway for a few minutes then powering it back on. Others say that's not working.

AT&T continues to downplay the scope of the outage. "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," AT&T says in a statement. "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."

From the volume of complaints we're seeing Internet wide, "less than 1%" seems rather generous. Whoever maintains AT&T's Facebook page probably wants the outage to be over-- users have now clogged all the company's status updates with complaints about the multi-day downtime. Users are talking about the outage in this thread in our forums for those interested.

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ImpldConsent
Under Siege
Premium
join:2001-03-04
Mcdonough, GA
Reviews:
·AT&T U-Verse
·magicjack.com

Is it fewer than 6000?

AT&T still dealing with U-verse server outage problem "...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."
--
That's "MISTER" Kafir to you.
jpkjeff

join:2012-02-09
Oklahoma City, OK

Re: Is it fewer than 6000?

I'm in OKC and fortunately haven't had any issues during the past few days.
tkdslr

join:2004-04-24
Pompano Beach, FL
Reviews:
·T-Mobile US
Only a small fraction of customers have alternate internet access setup and ready to go.. Counting only twitter/facebook complaints seriously under reports the scope and scale of the issue..

I suspect most of U-verse customers in my city are down for the count. I'm getting calls from them, I just had a conversation with one of them a couple of minutes ago..

I'll bet 30 to 50% of U-verse customers are impacted by this mess.
cooperaaaron

join:2004-04-10
Joliet, IL

Re: Is it fewer than 6000?

No issues here in Joliet, Il.. Everything is working and has been since day one, so I will say I am lucky I am not impacted...

uverse

@fuse.net
I work for At&t and alot of the service areas are slowly comeing back up. If the Broadband light is green, but there is no Service Light DO NOT REBOOT THE RG. It will make your service be out longer. And when calling in be nice to the agent its not there fault!! We are lucky to have a job in this economy. I am sorry your Service is OUT, BUT it is NOT my fault.

Selenia
Gentoo Convert
Premium
join:2006-09-22
Fort Smith, AR
kudos:2

Re: Is it fewer than 6000?

said by uverse :

I work for At&t and alot of the service areas are slowly comeing back up. If the Broadband light is green, but there is no Service Light DO NOT REBOOT THE RG. It will make your service be out longer. And when calling in be nice to the agent its not there fault!! We are lucky to have a job in this economy. I am sorry your Service is OUT, BUT it is NOT my fault.

Whether he is really an AT&T employee or not, please follow this sound advice. I worked in customer service for many years before advancing to a full fledged career. It can be hell even when things are mostly running smoothly. They need this job to feed their families. They did not choose the outage. Most reps at AT&T I have spoken to are nice people that try to help in any way they can within the system they have to operate within, even though some might not be the most knowledgeable. AT&T is a big company and only leaves them privy to so much information. Anything they know outside that they probably researched on their own. Cut them some slack and don't expect them to know everything about the situation at hand and its status. If you want to bitch, e-mail the CEO. I'm sure he'd love to hear from you
--
A fool thinks they know everything.

A wise person knows enough to know they couldn't possibly know everything.

There are zealots for every OS, like every religion. They do not represent the majority of users for either.

Job

@fuse.net

Customer Service

I agree man, I worked in customer service where this Man called in and called me everything but what I am. I could not hang up on him. I stayed nice the entire time. He kept attacking me. I Cut him off after he called me a Whor/slumt & said Sir I only work for this company. After 48min of yelling at me, he calmed down, asked for a sup. The sup FIRED me due to I cut him off after 48min to say "Sir I only work for the Company, I am NOT the Company" We had a policy: no matter how long they vent on the phone do not cut them off even if it is 3hrs. Well after 48min without a account pulled up. I think that was enough. Due to That Person, I lost my home due to no job & I am still unemployed. He was physically attack'n Me. Thats where these $$ hungry companys need to draw the line!!!
Goldman

join:2002-06-21
Maumelle, AR
said by ImpldConsent:

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

Outages are affecting quite a few customers in Central Arkansas. My service has been flaky for a few days. It went totally out yesterday. Back on today. Local news is reporting a more widespread outage in the area.

battleop

join:2005-09-28
00000

Amazing....

If a small provider has a 4 hour outage customers don't think twice about leaving you for one of the big providers. If AT&T has an outage that lasts for days the majority of people will shrug and say oh well and do nothing about it.

A few people will get fired over this, a few things may change to prevent it from breaking like this again but over all it will be business as usual at at&t.
--
I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.

Boricua
Premium
join:2002-01-26
Sacramuerto

Re: Amazing....

The problem is there are not enough providers to warrant a change. In many markets, there is a duopoly with very little competition.
--
Illegal aliens have always been a problem in the United States. Ask any Indian. Robert Orben

battleop

join:2005-09-28
00000

Re: Amazing....

You are not looking had enough if you can't find a alternative to uverse.

SomeGuy77

@sbcglobal.net
Indeed. My choices are AT&T and Comcast. My Uverse service isn't down, but even if it was, I'd still stay with it. It'll be a very cold day in hell the day I go back to Comcast.
dagg

join:2001-03-25
Galt, CA

Re: Amazing....

not questioning your choice here, i just find humor in the fact that ATT has pissed me off so badly that i will never go back to them and those are the only two choices that i have as well.

JasonOD

@comcast.net
So ATT's got a few thousand customers (who will get their bill proratted for this) out of millions without service. Give these guys a break. You obviously have forgotten what things were like in the broadbans space for customers 10~15 years ago. It was not pleasant. And there's a reason why things have shaken out the way they have.

The late 90's~early 2000's we had a lot of competition and smaller players that which was rife with customer abuse & fraud as these companies were built, financially speaking, on a house of cards.

CLEC's such as Northpoint & Rhythm's went under, as did most of the DSL providers during this period. Some fraudulently racking up customers CC's before pulling (or sometimes after) the plug. Cable wasn't immune either, remember excite@home?
cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9

Re: Amazing....

Many DSL providers went bust (read: run out of business by ILECs -- they "own" the wire, obviously they can undercut you), others were bought out. In the end, [A]DSL is old technology from beyond the dead. AT&T is clinging to their copper with VDSL, but even that's a dead end in the long run.

Financially... every company has stupid billing problems. Verizon is infamous for it, yet they still have millions of customers across multiple business lines.

jseymour

join:2009-12-11
Waterford, MI
said by JasonOD :

So ATT's got a few thousand customers (who will get their bill proratted for this) out of millions without service. Give these guys a break.

Give "AT&T" a break? Ha! Not bloody likely!

said by JasonOD :

You obviously have forgotten what things were like in the broadbans space for customers 10~15 years ago.

I most certainly have not, having been somebody that had to switch CLECs twice. (Started with Northpoint, was on Covad when I switched to Comcast. Don't recall who came between the two.) Difference is: Back then the Internet wasn't quite as critical to consumers and businesses as it is today. And "AT&T"s outage is taking phone service with it. Would you be quite so forgiving of "AT&T" if that much of their PSTN went tango-uniform? I bet the FCC and local regulators wouldn't.

Jim
cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
And where are they supposed to go? Cable? Odds are, they left cable for Uverse because the experience sucked. DISH/Directv... aren't ISPs -- or at least not one you'd choose at gun point.

battleop

join:2005-09-28
00000

Re: Amazing....

"Cable? Odds are, they left cable for Uverse because the experience sucked."

One that sucks worse than a 3 day outage?
--
I do not, have not, and will not work for AT&T/Comcast/Verizon/Charter or similar sized company.
cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9

Re: Amazing....

I can't say -- TWC hasn't pissed me off to that point. Sure sounds like that would put them on equal footing -- "they both f***ing suck!"
WhatNow
Premium
join:2009-05-06
Charlotte, NC
Not FIRED promoted. If they spent the money on the network that they are going to refund the network would be much better.

battleop

join:2005-09-28
00000

Re: Amazing....

I hear wal*mart has a sale on tin foil maybe you need to stock up..
cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
Who said anything about refunds? If history is any indicator, the only people who will get anything at all will be those that have called and complained. Repeatedly. This will *NOT* be an automatic process. (In their logic, they don't know who exactly has been impacted. And it's a "very small percentage".)

Lebbie

@mycingular.net

ATT uverse outage

ATT-
Why the secrecy? Why the phone call to say the problem was fixed when it wasn't?
Could it be you threw your customers under the bus to protect your stock price while in the midst of acquiring Alltel today?

MJB

join:2012-01-29

Re: ATT uverse outage

possible that they pulled the internet killswitch. what's so hard about finding a broken. this isn't a mistake. just look at obama passing cyber security
jpkjeff

join:2012-02-09
Oklahoma City, OK

Re: ATT uverse outage

Yeah, sure they did...to kill only AT&T Uverse customers in a handful of states.
Gotta love conspiracy theorists.

MJB

join:2012-01-29

Re: ATT uverse outage

all isps are gateways for internet access. it's decentralized outside the isp (internet) put centralized to the customer through switches ,poi,dslams,gpon.

nonamesleft

join:2011-11-07
Manitowoc, WI
Reviews:
·Comcast
·Callcentric
said by jpkjeff:

Yeah, sure they did...to kill only AT&T Uverse customers in a handful of states.
Gotta love conspiracy theorists.

Conspiracy theorists must be darn close, since none of the corporations or government argue or comment on them, I bet they are 100% correct!
JoshvanHulst

join:2013-01-23
Dallas, TX

1 edit

Unhappy AT&T customer

I am a new U-verse customer as of 01/23/2012 and still my service has not been turned on since I switch over from traitional High-speed Internet DSL Pro speed . I am very inferiorated that they will not sent a tech to come to my property to confirm that my line is not active
silbaco
Premium
join:2009-08-03
USA

Re: Unhappy AT&T customer

said by JoshvanHulst:

I am a news U-verse customer as of 01/23/2012 and still my service has not been turned on since I switch over from High-speed Internet Pro speed DSL. I am very inferiorated that they will not sent a tech to come to my property to confirm that my line is not active

Your a customer as of today and you are unhappy because it wasn't turned on, on the same day?

MeInDallas

join:2001-08-17
Dallas, TX

Re: Unhappy AT&T customer

Well this is 2013
JoshvanHulst

join:2013-01-23
Dallas, TX
Yes, my service was supposed to be turned on seemlessly as my homephone & ADSL service was turned off on the same day. They will not send a tech to install the Network Interface Box because they call they need to wait for the outage to be resolved first.

Tech007
Premium
join:2013-01-25
Belleville, IL
Reviews:
·AT&T DSL Service

Re: Unhappy AT&T customer

if you were switching from adsl to vdsl it could be as late as 8pm before a tech gets you order, goes to the box and does the wiring to send the signal to your house, its not that "seemlessly" also if you already had pots & adsl you would already have a nid on the outside of your house

David
I start new work on
Premium,VIP
join:2002-05-30
Granite City, IL
kudos:101
Reviews:
·DIRECTV
·AT&T Midwest
·magicjack.com
·Google Voice

1 recommendation

Few things to note...

I don't know why I have to say this but it should be second nature here by now.

A uverse outage will not affect the following:

• POTS/Plain old telephone/wired telephone service-
• ADSL customers won't be affected
• T-1 customers/large pipe customers won't be affected
• AT&T/Yahoo! spam filtering
• port 25 blocking

Something to check as I have heard yes and no

• Static IP uverse customers- I haven't received a whole lot of complaints about these customers being down. AFAIK, I do not believe they are affected as I have not had many at all. if you are a static IP customer having a problem please post in direct and I can find out. Use the subject line of [Uverse-STATIC-IP--OUTAGECHKPLS] and I can have it checked into .

•IPDSL customers- Again I haven't seen a high report on these one way or the other. least not more than normal. Again if you are an IP-DSL customer having problems let me know and I can check. Subject line of [IP-DSL--UVerse-OUTAGECHKPLS]. Least if I can confirm one way or the other.

Another thing:

• For some people I am delaying work on their uverse- Reason being is if I follow what is affected. I am holding off on certain things cause if you are up I am letting you stay up till the outage problem is resolved. This just makes sense me.

For instance: had one wanting to go to fast path on IP-DSL located in TX. Since that has been mentioned in a few public articles and he is up and running currently, I am holding off servicing that till I know for sure it's safe.
--
If you have a topic in the direct forum please reply to it or a post of mine, I get a notification when you do this.
Koetting Ford, Granite City, illinois... YOU'RE FIRED!!

important

@fuse.net

There is more to it than Att issues, Calm down PPL::::::::::

I am with Direct tv, I signed up for Uverse It was not avalible in my area, So I got the Branch off of Att and that is Direct. On mOnday my service went out. I called & they said it was a natinol outage. My friend has Comcast & her service has been out since Sunday Evening. A man at church said his brother lives in Ky & has insight cable and there service is out due to a network issue. Sounds like something is goin gwrong with the satilites orbiting the eart to me..