woodbourne's profile
woodbourne
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Teacher

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32 Messages

Mon, Jul 21, 2014 3:59 AM

ATT Outage - Pretending it doesn't exist

So, today around noon time my internet stopped working. I called support and they told me that there was a problem which required sending a repairman to my house. At about the same time, on demand video stopped working and the TV started to lose frames from time to time. After a little while I changed the DNS settings to stop using ATT's servers and the internet magically returned. About 8 hours later televisions resumed normal operation. So, there was never any need to send a repairman and there clearly was congestion on the network. Why does ATT lie about problems? It makes no difference to a customer - we just want it fixed. When the fix is trivial why does tech support not even know what a DNS server is or run a test or, frankly, do anything. What a complete bunch of micro-cephalics work at AT&T.

ATTDmitriyCM

Community Manager

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10.2K Messages

Il y a 8 y

 

Hello @woodbourne 

 

I'm very sorry for the service interruption, I saw couple of other post in our U-verse boards talking about a possible DNS server issue, as I understand all issues have been resolved by AT&T. AT&T did have a statement on Sunday that it was sharing with its customers, it's possible though that you called before that information was available, I honestly don't think the rep or AT&T was trying to misinform you. I apologize for any inconvenience, please let me know if you have any questions.

 

Thank you,

Dmitriy

woodbourne

Teacher

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32 Messages

Il y a 8 y

Listen. In ten minutes I fixed the problem myself by going over to public
DNS servers using my own router and I TOLD THE GUY I SPOKE TO WHAT WAS
WRONG. It's just unacceptable to have your technical support completely
unaware that there was a DNS problem and to be unable to diagnose it and
suggest an easy fix. Frankly, the gateway you install is a terrible piece of
equipment. It's 10x the size it needs to be, the wifi is obsolete, the
coverage is very poor and it's impossible to configure it the way it should
be. This is the second time in the past 6 months that I have had to resort
to public DNS so I'm just leaving it that way. On top of the bad service you
raised your prices to me this year. As soon as I can figure out how to do
it, I'm getting rid of the service --- that gateway is just a mess. I've had
2 of the older ones that simply didn't work and while this one kind of works
I needed to put my own router in to wifi get coverage throughout my small
house.



Ross Salinger
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