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story category National U-Verse TV Outage
AT&T support struggles, no explanation offered...
(old news - 11:03AM Monday Oct 22 2007)
tags: business · trouble · TVIP · AT&T U-Verse
Tipped by en102 See Profile
It looks like AT&T's IPTV U-Verse service suffered through a nationwide outage over the weekend, according to comments from users in our U-Verse forum. Apparently, AT&T's support services couldn't handle the load of every TV subscriber calling at once, as customers report extensive hold times (in some cases several hours) if they could reach AT&T at all. The outage was confirmed over at the official AT&T forum.

We contacted AT&T to find out what precisely went wrong, and received this prepared statement, which fails to offer any technical specifics:
On Sunday, Oct. 21, many of our customers were affected by a temporary service interruption. We apologize for the inconvenience to our customers, and we're conducting a full internal review to take steps to prevent future incidents.

As soon as service was affected, our U-verse network specialists immediately began working to restore service. We worked throughout the day to keep customers informed through our call centers, tech support, and online user forum.

During the day, all customers were able to receive local SD and HD programming, some popular cable news and sports networks, some premium channels and all VOD and DVR content. Internet service was not impacted. All remaining television channels were restored by 7:30 p.m. CT.

AT&T places the highest priority on customer service. This incident is being taken very seriously, and we're doing everything we can to communicate that to our customers and review our processes.

Related:
  1. U-Verse Whole Home DVR Hits 7 New Areas
  2. AT&T Completes Whole Home DVR Upgrade
  3. And Here Come The Broadband Industry Job Cuts
  4. U-Verse Hits Raleigh, Orlando
  5. U-Verse TV Gets More Expensive February 1
  6. IPTV On The Xbox 360 Not Dead Yet
  7. Users Getting Free U-Verse TV Upgrade
  8. AT&T Brings Pop Up Ads To U-Verse TV
Forums » National U-Verse TV Outage
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jammmin

join:2000-12-14
Upper Marlboro, MD

1 edit

Uverse is dying a slow death

Goodbye Uverse. Goodbye AT & T and for the nerve of them wanting to take over Echostar.
bogey780

join:2004-03-19
Here

Re: Uverse is dying a slow death

...and people wonder why this site is on the slide.

adisor19

join:2004-10-11

Re: Uverse is dying a slow death

Huh ?? The site is on the slide ? Don't know about you but DSLreports is becoming my daily MUST read site. All sites have trolls and shills and other kinds of lame users but that doesn't mean it's going down hill.

Adi

Jerm

join:2000-04-10
Richland, WA

Re: Uverse is dying a slow death

Cmon it's only because bad news sells. B*tch about caps, b*tch about the US falling behind in broadband speeds, etc etc etc.

Anymore I'm not sure what to believe. It's not gonna matter anyway as I heard Iran plans to have a container ship off our coast and launch a nuke into the atmosphere above our Eastern seaboard causing a large EMP wave that will take out all our electronics from NY to S Carolina.

/sarcasm
jimbo2150

join:2004-05-10
Youngstown, OH

Re: Uverse is dying a slow death

And what if someone complains? Without customers complaining or asking for something more we would never see any upgrades. The companies would assume we were all content and lived the the town of Perfect (Walgreen's commercial). Personally, I welcome 'b*tching' because it's one of many forces that drive innovation and new products and services. It's also supported under Freedom of Speech, but I suppose you are one of those many people today would would rather damn the consumers, burn the constitution, and put the entire world's leash into business' hands.

See, there are extremes both ways. Please don't downplay others.

P.S. - You are b*tching about the 'b*tchers', please don't be a hypocrite.
--

- "Techie" Jim

kapil
The Kapil

join:2000-04-26
Chicago, IL
said by bogey780 See Profile :

this site is on the slide.
it is?

S_engineer

join:2007-05-16
Chicago, IL
·Comcast

Re: Uverse is dying a slow death

No it's not. Not by far, legitimate critism is always a good thing, it keeps things in check.
I think another aspect of this is the response by ATT. If you notice in the forums, they're just hanging up on callers. Clearly this should have been a problem that had a contingency!
--
Burn a tire, but make sure you buy that carbon offset!

supergirl

join:2007-03-20
Pensacola, FL
·Cox VOIP
·Skype
·Cox HSI
·AT&T Southeast
·magicjack.com

said by jammmin See Profile :

Goodbye Uverse. Goodbye AT & T and for the nerve of them wanting to take over Echostar.
Karl must have had an BLEEP! over this story. LOL!
--
Saving the world keeps me busy. However, I find Earth very primitive from my home planet of Krypton.
-Supergirl
radougherty

join:1999-07-23
Austin, TX
·RoadRunner Cable

said by jammmin See Profile :

Goodbye Uverse. Goodbye AT & T and for the nerve of them wanting to take over Echostar.
I've seen reports from E* subscribers saying they've lost a number of channels, all at the same time, because of storms at the uplink site, the never of E* building the uplink where they get storms!
axus

join:2001-06-18
Washington, DC

Re: Uverse is dying a slow death

They are supposed to have multiple uplink sites
whocares
Premium
join:2003-07-26
..


1 edit
sure makes me glad i didn't
take them on a test drive or take their services,

Monster Rain
Premium
join:2002-08-03
USA

1 edit
I take it this is a all or nothing service. You'd think they would build in some fail safes, or backups? I guess not. Where is the redundancy?
cwh

join:2006-05-14
San Antonio, TX

Re: ..

said by Monster Rain See Profile :

I take it this is a all or nothing service. You'd think they would build in some fail safes, or backups? I guess not. Where is the redundancy?
Internet, locals and VOD stayed up. Looks like they just lost the national feeds at the top somewhere.

Tweak
Premium
join:2002-06-08
Oklahoma City, OK
Its surprising that Ma bell has a single point of failure in U verse .

KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
·AT&T Yahoo
·AT&T DSL Service
·Cox HSI
·AT&T Southwest

Re: ..

said by Tweak See Profile :

Its surprising that Ma bell has a single point of failure in U verse .
No it isn't.

It's cheaper. Now they will change it due to this happening... however you're only as strong as your weakest link.
--
"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!)

burgerwars

join:2004-09-11
Northridge, CA
·voip.ms
·RoadRunner Cable

It didn't cause the end of the world?

As far as I know, the sun didn't explode because subscribers couldn't get all their TV channels. But from what I read, subscribers still received their religious stations, so they could get help praying to the U-Verse gods that U-Verse would return before the football game they wanted to watch starts.

But things go down. Same with Time Warner, Comcast, DirecTV, etc. Stuff happens.

Dogwood
Premium
join:2001-01-14
Texas
clubs:

Re: It didn't cause the end of the world?

said by burgerwars See Profile :

But things go down. Same with Time Warner, Comcast, DirecTV, etc. Stuff happens.
I can safely say that after 10 year of service, my DirecTV has not "gone down".
I don't watch 24/7, maybe we use it 2 or 3 hours a day, and some days go by without the TV ever on, but it's always there, even in our worst weather.
--
Proud Member of Team Discovery
whocares
Premium
join:2003-07-26
..


1 edit

Re: It didn't cause the end of the world?

said by Dogwood See Profile :

said by burgerwars See Profile :

But things go down. Same with Time Warner, Comcast, DirecTV, etc. Stuff happens.
I can safely say that after 10 year of service, my DirecTV has not "gone down".
I don't watch 24/7, maybe we use it 2 or 3 hours a day, and some days go by without the TV ever on, but it's always there, even in our worst weather.
======================================
(other then from nature-ie,weather,USE TO have rain fade) i can say that also, but since new ,(2005) equipment, & DTV launching they're new satellite, now even rain fade is gone, signal has been in the mid to upper 90's since new "bird" went up.
but minor problems with the HD programing, but since movies are recorded or burned in SD, SD is fine with me.
--
Those that ONLY see the worst in this world & the worst in people,will never see the beauty of this world, nor never find TRUE FRIENDS,or happiness.

The Dv8or
DSLReports Forums -- The Mouse House 2.0
Premium
join:2001-08-09
Danbury, CT
clubs:

Do you have U-verse?

I like the pricing structure. I like the features (for the most part, theres some stuff missing). However, the execution has been pretty abysmal. My wireless fails on a regular basis. It takes 15 minutes to fully reboot the residential gateway. My service was cancelled on me for no reason (I got 4 months free for that). I've NEVER seen Comcast, Cablevision, or anyone else have a major TV outage like this. If the alternative wasnt so damned expensive, Id ditch U-verse in a second.
--
You're so vain... I bet you think this post is about you.

N3OGH
Bear patrol must be working like a charm
Premium
join:2003-11-11
Philly burbs
·Verizon FIOS
·Verizon Online DSL

Re: It didn't cause the end of the world?

I had/have regular disruptions with Comcast. It happens on occasion. I just go off and read a book.

I'm probably ditching Comcast for DirecTV soon. I'm drooling over those 70+ HD channels. Costs less a month, and IMHO, you get more for your money.

I was going to wait until Fios TV came by, that looks like it's more than a few months off.

Used to be Comcast was the only game in town for HSI, then Verizon dropped a couple RT's on both sides of town, and now we have options.
--
Petty people are disproportionably corrupted by petty power…

Rick
Premium,MVM
join:2001-02-06
Waterbury, CT
clubs:

I'm sorry but I simply don't see the alternative as being "so damned expensive".

Whether it's comcast, TW..OOL..or whomever..the cable operators today have some very attractively priced packages.

Here in my area..Comcast is offering digital tv..two premiums..6Mb(up to 20Mb and more with powerboost) HSI..and digital voice for 129.00 and change.
For 159.00 or so...you can get everything they have including 5 premiums and the sports tier.

This is not expensive. For what amounts to 5.00 per day or less you get every single service this operator can deliver.
That is less than the price of a value meal at Mcd's.
I simply do not understand where this "they're expensive" is coming from given that.

Local..Long distance calling included..some of the fastest HSI service on planet earth these days..a great lineup of the latest tv technology..for 5.00 a day or less.

Expensive? Many people earn that money in 15 mins of work.
And you get endless entertainment and communication for you and your family.
People can save that much just with the savings HSI can offer them in postage and bill pay service alone.

Expensive?
Not on your life.

What is expensive is slow internet service..tech visits..and dealing with a company that is way too much in a learning phase and charging people in the process.

And, I think that describes Uverse to a tee.

Uverse..is not a bargain.
--
The Coyote captured the RR! Roadrunner Rick is now Comcastic!

en102
Canadian, eh?

join:2001-01-26
Valencia, CA

Re: It didn't cause the end of the world?

For $50/month ($60/month normally - including all fees), I have DirecTv with 3 STBs and 2 premiums.
--
Canada = Hollywood North

bye_uverse

@sbcglobal.net

Well this is exactly what I am talking about.

My TW bill is $98.17
My U-verse bill was $97.54

Big savings?? - NO

6.0MB internet vs 15.0MB?
same amount of tv channels
Been through 3 STBs and 2 RGs

The only advantage is a 4 channel DVR.
TW limits me to 2 DVR channels (at the moment).
I have had ZERO downtime with cable in over 3yrs.
I cant go 3 days w/o resetting or defaulting my u-crap equipment.

You can see from my domain, I am on AT&T at the moment.
TW is due for install (return) on wed.

Maybe next year I will deal with this.

Monster Rain
Premium
join:2002-08-03
USA

said by burgerwars See Profile :

But things go down. Same with Time Warner, Comcast, DirecTV, etc. Stuff happens.
But on a NATIONAL level? I don't think so.
Freezone

join:2000-09-29
Southfield, MI

said by burgerwars See Profile :

As far as I know, the sun didn't explode because subscribers couldn't get all their TV channels. But from what I read, subscribers still received their religious stations, so they could get help praying to the U-Verse gods that U-Verse would return before the football game they wanted to watch starts.

But things go down. Same with Time Warner, Comcast, DirecTV, etc. Stuff happens.
I have got one time to miss a super bowel or nba playoff game. If that happens ATT gets no more chances. I double dog triple dare them to run a major update during super bowel or playoff season.

KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
Dish Network has never gone down in the 11 or so years I've had it.

N3OGH
Bear patrol must be working like a charm
Premium
join:2003-11-11
Philly burbs
·Verizon FIOS
·Verizon Online DSL

Witness the power...

Darth Vader voice

Now, witness the power of this fully operational..

What, who? You've got to be kidding me? You mean to tell me I've got to try and rule the galaxy and I can't even get ESPN piped in here on a Sunday?

Someone get me Admiral Motti, he told me this station was the ultimate power in the U-verse....

--
Petty people are disproportionably corrupted by petty power…

MysticGogeta
The Robot Devil
Premium
join:2005-03-14
League City, TX
clubs:

Re: Witness the power...

Perhaps luke blew up the death star.

en102
Canadian, eh?

join:2001-01-26
Valencia, CA
·RoadRunner Cable
·DSL EXTREME

AT&T Uverse isn't ready for prime time

Any bet that they try to pass the blame on Micro$oft Set Top Boxes. Just another good reason not to have M$ running my TV, with AT&T in the drivers seat. Windows patching this time ?
This would be one time I wouldn't want to be w/o TV service.
Gotta watch areas burn.
»abclocal.go.com/kabc/story?secti···=5719541
--
Canada = Hollywood North

kapil
The Kapil

join:2000-04-26
Chicago, IL

Re: AT&T Uverse isn't ready for prime time

There's gotta be a corollary to Godwin about people using $ for S in any post about Microsoft.

Yes, we all know that Microsoft has done some shady things in the past...but A) They are a business doing all it can, perhaps overstepping the line at times, to stay ahead of competition and B) In the grand scheme of things, what Microsoft did or does isn't the most evil of things that corporations get away with.

I mean, sure MSFT bundled IE with the OS...but AT&T is trying to kill the Internet as we know and the reason Net Neutrality is even an issue.

...and as someone who has made a living because of Microsoft technologies, let me be the first one to say that their products work exceedingly welll, by and large...are well suited to large enterprise and small business environments alike.

They are not well suited for EVERYTHING, but for many things, Microsoft is the way to do.

And when things break, I don't have to search forums and mailing lists....there is a central repository with support information and if all else fails, support from the geeks who wrote the software!

The BSOD and M$ jokes are really not warranted.

Their directory services and enterprise messaging offerings are superior to everything else out there. What are you going to use for a 10,000 strong user base? Sendmail? ...or Notes? ...or AD with Exchange?
--
»PropertyMaps.com - Real-time, map based, nationwide MLS property search!

en102
Canadian, eh?

join:2001-01-26
Valencia, CA
·RoadRunner Cable
·DSL EXTREME


2 edits

Re: AT&T Uverse isn't ready for prime time

Touchy.... I suppose that you sell or make a living off of Microsoft products or stock.

I have already had 5 BSOD's and had to roll back Vista premium, so don't tell me about BSOD's not existing. Its so much slower than my W2K PC, which had 1/4 the CPU and 1/2 the RAM.

Personally, I like Sun directory services.
For my back end mailer, I use qmail.

I don't have as much issue for many of the apps as I have for the difficulty in automation with Windows. Windows has a decent gui and lots of front end bells and whistles. The servers have become a lot better (reliably) since w2k3. I still prefer on a server OS level, the stability of a *nix platform. Desktop, Windows / Mac is where its at. Linux works well for me, on that end as well, but media apps / drivers are much more difficult to find/compile.

Also, I personally dislike AT&T or any other ISP attempting to 'own' the Internet
--
Canada = Hollywood North

KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
·AT&T Yahoo
·AT&T DSL Service
·Cox HSI
·AT&T Southwest

said by kapil See Profile :

The BSOD and M$ jokes are really not warranted.
Sure they are

We are Microsoft of Borg. Prepare to be assimilated. Resistance is Futile.

Rick
Premium,MVM
join:2001-02-06
Waterbury, CT
clubs:

I'm starting to think that AT&T needs to bring

Alexander Graham Bell back to the CEO position.

I doubt he's very happy with them right now.

»en.wikipedia.org/wiki/Image:Alex···Bell.jpg
--
The Coyote captured the RR! Roadrunner Rick is now Comcastic!

kapil
The Kapil

join:2000-04-26
Chicago, IL

N0!

Am I the only once not convinced about the need for phone companies to be cable companies...or for cable companies to offer phone service?

Faster Internet, sure. Cheaper VoIP, yes. ...but I think are getting themselves into this without thinking it through.

What are you going to do when all your base are belong to Ma Bell?
--
»PropertyMaps.com - Real-time, map based, nationwide MLS property search!

ninjatutle
Premium

join:2006-01-02
San Ramon, CA
·Sprint Mobile Broa..

Re: N0!

Yeah, I hate competition too. I'll be happy to have Comcast as the only cable provider, no need for satellite or telco's offering tv subscriptions. Comcast can raise the rates and own each channel if they want. TV is a luxury, why not.

Just say NO to competition!

kapil
The Kapil

join:2000-04-26
Chicago, IL

Re: N0!

That's actually quite the opposite of what I was saying. Having your home phone, wireless phone, internet and TV with the same company is not more competition...it's placing all your eggs in one basket!
--
»PropertyMaps.com - Real-time, map based, nationwide MLS property search!

morbo
Complete Your Transaction

join:2002-01-22
00000
clubs:

something stinks....


it's telling when a system upgrade goes horribly wrong and as a result there is a nationwide outage. perhaps they should have done the update at 3am during prime porn time?
jammmin

join:2000-12-14
Upper Marlboro, MD

dvr

This is not the first time something major has happened with Uverse. When they sent a software upload sometime ago to fix their DVR, it wiped out all recordings on every DVR.

At least, they told their customers ahead of time though. lol
Zoly

join:2004-01-04
Houston, TX

U-verse

C'mon people!

Yes, U-verse is not perfect. I have it since January 2007 and I like it. Though HD compression makes it not so good.

But I get almost every channel including all premiums and Elite Internet for $135 per month.

DVR is included and I record a lot of HD on it as I do not have time to watch live TV.

I am in Houston and service was out from 9 am till 2:45 PM.

It really did not bother me as it happened the first time. I used to have outages and multiple HD problems with Time Warner too.

When I had Direct TV, I was without the service every time it was raining in my area...

Yet, DirectTV and now Comcast are still in business...

So, one Outage does mean nothing.

I remember 2 years ago Time Warner had problems with the Internet connection in my area for more than a week (it was worse than dial up and with a lot of time-outs), TV portion did not work for the same period of time. Almost 2 week they were trying to fix it!!! They did in the end.

See 8 replies to this post
tmc8080

join:2004-04-24
Floral Park, NY

DeathStar... ? (the lights went out, in the city..)

Ok, WHO unplugged the DeathStar?

batageek
Slave To The Duopoly
Premium
join:2003-01-25

Re: DeathStar... ? (the lights went out, in the city..)

at&t did...

fiber is an unproven technology...
»www.tricitybroadband.com/videos/unproven.wmv
--
»www.tricitybroadband.com
tmc8080

join:2004-04-24
Floral Park, NY

said by tmc8080 See Profile :

Ok, WHO unplugged the DeathStar?
I forgot the requisite youtube clip;

»youtube.com/watch?v=FQiC_4kbVlA

dslwanter
Why would I want DSL? I have FTTH
Premium
join:2002-12-16
Lowellville, OH
·Armstrong Zoom In..
·AT&T Midwest

New Service

You can't expect a new service (technology I should say) to work flawlessly. AT&T will learn as they build this network what works and what doesn't. As with anything, bugs and problems arise.

When GM releases a new vehicle, aren't there occasional recalls?
--
"You're as worthless as a screen door on a submarine!" Check out my Internet Radio Station & DJ Service, »www.thebomb102.com.
whocares
Premium
join:2003-07-26
..


1 edit

Re: New Service

said by dslwanter See Profile :

You can't expect a new service (technology I should say) to work flawlessly.
This is SAME THING that Directv tec supervisors are saying to customers about the new HD service,technology is changing faster then we can keep up,theres going to be some problems & bugs

but EVERYTHING else,ATT, phone,call notes,service,dsl working great. thanks,
jazzy
--
Those that ONLY see the worst in this world & the worst in people,will never see the beauty of this world, nor never find TRUE FRIENDS,or happiness.

digitalfreak

join:2005-12-09
49533

Re: New Service

Really? I've had 0 problems with any of their new HD content / signals.
whocares
Premium
join:2003-07-26
..

2 edits

Re: New Service

but ""also found out that billing would be separate from your phone bill""

is that being done also,digitalfreak
Barovelli

join:2002-04-03
Pacific Grove, CA
·Comcast
·Comcast

Phone network never was meant to be up 100%

Remember the goodle days of not being able to connect when it was just AT&T? Christmas, Mothers Day, just about any holiday.

Think about how often you REALLY use the phone. That's what they count on - not having to support the capacity of every person picking up the phone at once.

Get total fiber or get out of the pool, at&t
--
To get back on your feet, miss two car payments.
bogey780

join:2004-03-19
Here

Re: Phone network never was meant to be up 100%

'Think about how often you REALLY use the phone. That's what they count on - not having to support the capacity of every person picking up the phone at once.'

If you think AT&T is the only one who works on that premise then you don't work in IT. Any network would fail if everyone used it all at the same time.

If AT&T was actually pushing their VDSL and ADSL2+ connections people wouldn't have anything to complain about...except its instability.

nothng new

@sbcglobal.net

ATT has had 3 decades to finetune their udate process, wayback machine on, 1980s, ATT loads new code on tandem switches, national long distance goes down for almost 10 hours. ATT explains that "computer code is complex and they can not do extensive testing" wayback machine off, 2007, ATT "oops, give us another 30 years"
Dreven

join:2006-11-05
Keller, TX

Re: Phone network never was meant to be up 100%

You guys are pretty funny really. Nothing short of perfection makes you happy.

nothing new

@sbcglobal.net

Re: Phone network never was meant to be up 100%

I'm not looking for 99.999%, 99.99, or 99.9, but 99.0 falls outside any of ATT's own numbers for a NATIONAL interruption.

ropeguru
Premium
join:2001-01-25
Bridgeport, WV
clubs:
·VOIPo

Uh oh...

fatness See Profile did they hire you on to keep the datacenter clean?? I know you have taken DSLR down a few times plugging in your floor buffer.. LOL!!
--
FWD#: 223611

Red Dragon
Imagine BBR in 20 years

join:2005-04-30
Scarsdale, NY

coverup

I find it interesting that the original forum post was deleted. I wonder why... denying the outage and covering it up to future customers?

WknLSDaynNight

@sbc.com

The outage was due...

to a major system upgrade that went in this weekend.

so what

@sbcglobal.net

Re: The outage was due...

That is the same excuse ATT gave for their national long distance outage. So the telecom gaint is above extensive testing BEFORE rolling out upgrades? In the private sector this would trigger senior management replacement!
Forums » National U-Verse TV Outage


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