Do I have to wait at least a week for someone to even attempt to fix my service?

I am in the same exact situation as you... absolutely no internet connection. I've got a red flashing light on my gateway and was told the first available appointment is next THURSDAY! One week away. I also work from home and have struggled to find a way to get my work done without internet at home. 

I'm sorry I don't have a solution for you, but wanted you to know that you're not alone... Good luck! Hope it gets fixed soon for both of us!

Hey there @jwick1231. We saw your post and want to see if we could provide any additional assistance and see if we can't get these gateways back up and running any sooner. 

You mentioned a red light on your gateway, and depending on the model of your gateway and which light is red, this may indicate something a technician is required to solve, that you may experiencing a widespread service interruption, or something that we can try to resolve ourselves. Here are a few very general things we can try to get things working again, if you have not tried already.

• Reboot your gateway. This will ensure that any software errors are cleared, and during the automatic startup, your gateway will check to make sure it has all the most recent updates.
  • Unplug the power cord from the back of your gateway or modem. If you have an internal battery backup, make sure to remove it first.
  • Wait 20 seconds.
  • Put the internal battery back in if you have one. 
  • Plug the power cord back in.
  • Wait up to 10 minutes for the gateway or modem to restart and your Broadband light to turn solid green.
• You can also use the Smart Home Manager app to run through some automated troubleshooting and perform a remote reboot if you prefer.
• You can also attempt to factory reset your gateway to ensure that none of your custom settings you may have are affecting your ability to recieve service. 

Please let us know if this helps any and keep us updated. Or if you have any questions regarding your appointment please let us know.

Wesley, AT&T Community Specialist

@ATTHelp 

Thanks for the response, but we have been having these issues since the week of 6/13 so I have already talked to multiple representatives. I have rebooted countless times, used the app to go through automated troubleshooting and tried the factory reset. I was also sent a new gateway which has not resolved the issue. There are no known outages in our area and I seem to get a different answer from each person I talk to.

Nothing has worked so far. We also had a technician come to our home last Friday and they could not identify any issues but we continue to experience interruptions to our service. No one seems to be able to figure out what is going on. At this point I'm not feeling very confident in AT&T's ability to pin point the issue and resolve it.

When the tech showed up, were you still getting the flashing red LED?  You didn't mention it was an intermittent problem so if it was red I can't imagine why he couldn't find the source of the issue.

for about 2 weeks prior to 6/28 our issues were intermittent but still multiple outages daily - that’s what I meant by “interruptions”.

The same day the tech came (6/24) we had issues. While he was here, it was working (of course). Since 6/28 we have had no connection at all. I’m not saying the tech did anything wrong, but clearly something is not right and no one can identify the source of the issue.

Oh. no, I didn't think you were blaming the tech.  Since it's completely down that's actually a good thing (well, from a troubleshooting standpoint). 

We're here to help check on your tech appointment, UnhappyWithayeteetee.

We'd like to bring you into a Direct Message so we can see if any sooner appointment times have opened up, and to make sure a technician is able to get to you and resolve your concern.

Keep an eye out for a notification at the top right-hand corner of the forums, next to the bell icon, for our Direct Message.

Donovan, AT&T Community Specialist

Thanks for the update, @jwick1231.

In order to further assist you, we're going to need to speak privately via DM.

Please be on the lookout for a notification at the top right of the screen indicating a message from us- it should be a little red dot on the chat icon next to the bell icon.

We look forward to speaking with you!

Jarod, AT&T Community Specialist

3-5 days is normal for a repair. Residential service doesn’t get immediate repairs. If you have to have an internet connection for work, have a back up connection.  

Did either of you try a factory reset of the gateway? Hold the red button on the back of the gateway until it restarts. This will clear personal changes like wifi name and password, firewall settings. 

thanks for the follow up - I don't know anyone who works from home and pays for 2 (?!?!) internet connections. We pay for a service and expect the service to work or get fixed in a timely manner. A few days of down time is understandable and we consider ourselves pretty reasonable people. A technician is finally scheduled to come today. We have had daily outages for 4 weeks now, daily contact with AT&T representatives with no sign of a resolution or credits for the down time. We're definitely at the point of considering calling it quits with AT&T.

And yes, we have done the factory reset as instructed multiple times.

WFH has made dual services a requirement for quite a few people I know.  They see how long repairs have been taking due to huge shortages in field techs and replacement equipment and loss of income (not to mention online schooling issues for their kids) could be far more than a $50/mo second connection.  I think of it as "Internet Insurance", where you pay and maybe never get any benefit, but it definitely is handy when there's an "accident" like what you had.

As far as credits, none will be forthcoming unless you initiate a request. Once everything is back up and running and stable, call 800-288-2020 and when prompted, say "Cancel Service".  That will automatically route you to the Customer Loyalty/Retention dept.  Explain how unhappy you are with the service level and ask what they can do to make up for it. 

Thank you for letting us know you already have an appointment set, @jwick1231.

Thank you @tonydi, for the helpful information.

Can you let us know if the technicain was able to resolve the issue? If not we can bring you into a DM to further assist you.

We will be looking forward to your response.

Elmi, AT&T Community Specialist.