Current Status of DSL Outage?

[razov09]

Can anyone at AT&T please provide an ETA on when you are going to get your Massive DSL Outage fixed?!

It's been down since yesterday afternoon and calling the Internet Tech Support Line just spits out a Recorded Message.

Please advise ASAP.

I expect that affected Customers will be receiving a Credit on a future Bills for this outage?!

Thanks

[mtomas48]

I have had the same problem since yesterday. When you call into support you just get the recorded message. I am not able to find much info about whats going on. Its getting very annoying.

[razov09]

@mtomas48

I have the same issue. The recorded message does not give an ETA and doing a Web Search this is the ONLY thing I could find via this link about a Rolling Blackout. I can't believe AT&T doesn't post or send an email to all of its effected customers about current Outage conditions!

http://www.brightsideofnews.com/news/2012/8/6/att-suffers-massive-outages.aspx

Terrible Customer Support!

[Cash187]

that would be nice...yea Yesturday night around 8 PM I lost my internet. When I try google I get the 2wire message thats says my PPP needs to register it again.

I call ATT support last night that said that massive outage is causing a lot of different issue, mainly no internet access and no ETA. I checked today @ 11:30 am est, no change

[rebekahward]

It does suck...The only way I have gotten threw it is to hook up to broadband.  It lets me connect to the internet and use it while they fix this issue. Just click connect to internet network. and it will ask for your username and password.. Then you can use the internet.

[skywise]

It's probably not going to be helpful to call or try and get anything out of them.   For some reason, the DSL outage isn't hitting any front pages on websites.  They will have to put out the information sooner or later.

They are going to have to find some way to make this up to us.

[Edited to comply with Guidelines]

[gwayland]

It would be helpful to have an ETA for expected fix. Also, for the announcement to recognize areas of outage - I am in san diego, but this appears to be National? Also, a press release - I listened for some acknowledgement on the news and looked in the paper - BB advertised their outage so users knew they were aware and it wasn't an individual issue.

[gwayland]

Exactly how is this done? i havn't been able to get around the outage

[razov09]

I just had an Online Chat with an AT&T Customer Rep and this is the answer I got. SMH

--------------------------------------------------------

Our technicians are working on it, it will be fixed as soon as possible, we have the estimated time of resolution as 4 hrs, I am sure till then the issue will be fixed.

---------------------------------------------------------

So current ETA is 4 hours from now but as I explained to CSR...

My problem is not having AT&T being PROACTIVE and keeping its customers up to date on an issue AT&T created? I shouldn't have to be Calling, Chatting, Emailing, etc to get an update. I pay almost $300 a month to AT&T and this is Unacceptable!

[kc com]

Here's what i found for the outage in my area after ALOT of searching. http://www.dslreports.com/forum/r27400781-Major-Outage-in-Kansas-City-area-

Basically a large fiber cable was cut in our area. Not sure where everyone else is located, but for anyone from KC area, morning is the ETA.

[razov09]

@kc com
Thanks for the update. This makes more sense.

Of course AT&T would rather keep their paying customers in the dark instead of telling us the truth.

[mitchrodee]

In general, the quality of out internet service has been so bad over the years that we don't recommend AT&T high speed to our friends.  I've looked into other services, and unfortunately, it seems as if no one company in our area offers reliably good internet service.  Each time I ask others about their service, they all seem to report they have the same or similar problems.

As for this particular outage, I discovered the problem existed when I called in out of frustration with trying to log on at home, which was Monday afternoon, Aug. 6.  I live in the western suburbs of Chicago.  All I got was the same recorded message everyone is reporting here.  I guess I will simply have to continue going out to wi-fi hotspots to check email and news.

However, I'm so disappointed with AT&T's service, I'm looking into switching.  My wife and I have been very loyal AT&T customers since the late 1980s.  We're kicking ourselves for being so loyal.

[razov09]

@mitchrodee,

I feel your pain as I live in Chicago and have been with AT&T for some years now and have a Bundled Plan with them.

I seriously going to look at Comcast as I already have Cable with them.

[jamileh]

AT&T technicians are currently working to resolve an issue causing some AT&T Digital Subscriber Line (DSL) customers to experience Internet access issues. We apologize for any inconvenience to our customers. 

[razov09]

@jamileh,

Do you have an updated ETA or do we continue to wait and call back?

I appreciate you chiming in and I'm not blaming you but as I posted in a previous comment...

My problem is not having AT&T being PROACTIVE and keeping its customers up to date on an issue AT&T created? I shouldn't have to be Calling, Chatting, Emailing, etc to get an update. I pay almost $300 a month to AT&T and this is Unacceptable!

[tg440766]

So no ETA? No confirmation on the cause? Refund on next bill for each day down?

[jamileh]

I'm sorry, I don't have any other information at this time. If I do, you'll be the first to know.

[gtorngren]

AT&T is really dropping the ball on this one.  Have been a satisfied customer for many years, but there is no excuse for non-customer support.  Hello AT&T there are other options out there.  Throw us a bone of some kind.  Willing to give the benefit of the doubt, but saying nothing = showing that you don't care about your customers.  I know you are switching us over to the wonderful (but annoying with all the advertising and marketing calls) Uverse, but we are still paying for DSL so show some respect.

[ng0804]

I am glad to know its not just my neighborhood. We went out and bought a new router yesterday!!! So disappointed that we weren't given some kind of notification to alert all DSL customers of this "major" dsl problem.

[razov09]

Well it's been more than 4 hours now and the suppossed resolution time has xome and gone!

I hope this brings AT&T to its knees!!!!

[bubolb]

It's sad that this is the only link that I can find on this annoying outage. I am in Michigan and have been out for over 24 hours and am getting no help from AT&T....... Has anyone heard anything yet a to when it will be back up....... UGH

[rebekahward]

With modem still connected, click on connect to internet. Choose the only avaliable option which is broadband access. It will prompt u to put in your email as username. Then put in password for your modem. If u don't know it they can reset it for you when you call. This will work..andconnect

[brutus1999]

Well, here's a great one.  My ATT DSL went out over the weekend.  

I worked on it using everything I know , which is something, but no success.

I called technical support.  Waited fifteen minutes.  Talked to the guy for five minutes.  Nice guy, probably from India.  Call was hung up -- but I don't blame him personally. These happen.  Only, nobody called me back.  

So I called again.  Waited a while, got a nice consultant who worked with me FOR AN HOUR -- amazing, and then concluded that the problem was my modem.  

So I spent time researching new DSL modems (mine was pretty old) using the internet on  my smart phone.  Then I got in my car, drove seven miles, went to three stores, finally found one.   Drove home.

Tried to set it up. After an hour, I called the modem tech support and they said to call att.  So I called ATT again, worked with someone on the phone for almost an hour and they told me that the NEW modem was bad.

So I packed it up, drove seven miles, exchanged it, drove home.  Tried to set everything up.  Spent two hours.  Still no luck.  Started searching the internet where I found out NOT FROM ATT about the outage.  Very hard to find info about this, almost as if they are trying to hide it.  

So now what?  Maybe my original modem works?  So I will have to try it out and if it works, take the second new one back and try to get a refund?  

I am BEYOND FURIOUS.....wasted probably six or seven hours, ten bucks in gas (not the main point) and WHY?  Okay, anyone can have an equipment breakdown -- BUT TO NOT TELL US?  EVEN THEIR TECH SUPPORT DID NOT KNOW ABOUT IT, and I had to spend all that time chasing around?  This is pathetic, and ATT will lose some long time customers over this.  No doubt..  Haven't they learned anything about public relations and how "coming clean early" is the best way to keep people happy, while covering things up ends up making things much, much worse?  Their "damage control public relations consultants" should be fired. Along with whoever made the decision to keep this quiet.  

[razov09]

Well I created a Broadband Connection tonight and was prompted to use the AT&T Password Reset Tool.

Followed all the steps to reset the Password to my Modem.

Goid news is that niw the Internet light on my router/modem is flashing Green.

BAD News is now I get an Error 651 Modem Error.

I called AT&T Internet Tech Support at 10:30pm CDT and still get the same message about the Major Network issue!

So 1 step foreard and 2 steos back!!!

[razov09]

***UPDATE***
I rebooted my PC and launched Internet Explorer which brought me back to the AT&T Password Reset Tool.

This time it Updated my Modem Settings with the New Password and I was finally able to connect to the internet.

I'm posting this from my Home PC using the new Broadband Connection I created. However after rebooting my PC again my Modem rebooted so I had the enter Credentials for the Braodband connection.

Still going to do some more testing but I see this as a "Workaround".

I'm still going to strongly consider dropping AT&T after they Horribly Dropped the Ball on this FIASCO.

Thanks to ALL who have posted so far and sharing your experiences and tips. Keep POSTING so our Collective Voices can be heard!!!!

[skoolaid]

I'm in Illinois very near St. Louis MO.  I used to work for AT&T 9 years ago when our jobs were moved to FL.  Anyway, I couldn't connect most of yesterday and all of today.  I decided to use my T-Mobile smart phone for my internet connection. Use pdaNet app. You have to download a little similar program for your laptop or desktop. It works great!. I have "unlimited data" on my phone. Able to watch Netflix with no glitches.  Of course, you can also used this with a laptop anywhere there is no Wi-Fi, too, but there is phone connection.  Hopefully this will all be over tomorrow.

[Edited to comply with Guidelines]

[John129]

This outage is affecting me as well, I live in East Tennessee. The service is already so terrible it's not really surprising they're having a major outage. AT&T's troubles are just downright hilarious at this point.

I can't imagine if I actually needed my internet on like if I was working at home.. there's no way I could ever get anything done.

Anyway, I worked a 12 hour shift the other night come home and my dsl is completely off.. I just had to sit back and laugh.. I used to get mad now it's just comical.

I wonder if AT&T will even refund us some money or DO ANYTHING.. I really doubt it since they haven't even emailed their customers or anything about this major nationwide outage.

[taybyrd]

I have come to the conclusion that out would be faster and easier for me to get a new provider, this is too much. It would be one thing if they said something but to put their customers through all this with no word is dumb on their part. Someone should alert their public relations that honesty is the best policy. Sure hope customers are getting a beak on their next bill.

[kc com]

Well, so starts day number 3 of no dsl service. Sigh.. I guess the only answer is to find a new isp. If it took me 3 days to fix an issue at my job, i'd have been fired 2 days in. Obsurb. I suggest we all contact the BBB about how this issue has been handled, BBB is the only thing we as customers have. It's actually known to even get AT&T to respond to complaints.

[carmenchris55]

Having the same problem for 3 days now. Can't get any answers from att. Resdy to change internet service provider.