Earbuds, cases, wireless speakers, and the latest devices. We've got the season's hottest gifts!
ausphoche's profile
ausphoche
Rising Star
Helpful 1
#1 Star!

Teacher

 • 

27 Messages

Tue, Feb 17, 2015 3:10 PM

Internet outage for the week? My kids have homework!

Got a call from a neighbor wondering if our phone was working because no one else on the block seemed to have phone service. Sure enough, our phone was out and so was our DSL. Chating on-ine through the mobile phone ap (not an enjoyable experience but that's another story), the report back to me is that service might be restored by Friday night. And when should my kids get their homework done?  Just about every thing I read about "the outage" says I shouldn't have an outage. But we do and there is no reasonable repair estimate. 

 

 

Working with our multiple ATT phone hot spots doesn't work real well as someone would have to give up their phone to do this. I would have to reprogram all sorts of wireless devices in the house such a printers, computers, etc What I need is FREE USE of a hot spot device for the week. Does anyone out there care to help me with that? 

Tigereyze209

Professor

 • 

3.9K Messages

8 years ago

What has me more curious is what happened that requires a week for AT&T to repair it.

 

I know it has been many years since i was in school last, but what kind of homework could they have that absolutly requires internet to complete it?

 

Honest, I am NOT picking, I am simply really curious.

 

I mean, if you were buried under many feet of snow, or some such, but even then, seems they could dig it out.

 

Ennywhoo.. good luck.

ausphoche

Teacher

 • 

27 Messages

8 years ago

I'm curious too. I suspect there is a major outage somewhere that is utilizing most technicians and that who ever is left in town now have three or five times the amount of work to do as normal. So, we get our neighborhood "in the queue" and it'll take till friday to get someone out to even look at it. 

 

I know of 4 people who have called and all get the same answer. Thursday or Friday at the earliest. 

 

One school has almost all homework submitted via Google docs. Time stamped, documented as turned in, etc. All requires internet to work. 

 

Other is internet research intensive. His phone is 3G. Need I say more?  Wife requires Internet access AND access to home network printers simultaneously. Can't use cell phone for Work computer... it goes on and on.  Technology is both a blessing and a curse!

Tigereyze209

Professor

 • 

3.9K Messages

8 years ago

My condolences..  hope they get it resolved to your satisfaction quickly.

 

As for the school work, hopefully, if you can show that internet is out in your area, they have to make allowances for a situation litteraly out of your control. (mind you, now I'm curious about families that have NO internet access whatsoever and how they are able to complete their schoolwork assignments.. but i digress)

 

good luck, and thanks for the feedback.

 

OH!  I meant to ask this earlier, since you asked for help, I was curious where you were in the country so if there IS someone in your area that can help, knows to make the offer.

Please, not asking for street address, or neighborhoods, or identifying information, just a general idea,  like say, oh, I'm in the Detroit metro area, or some such.

 

You never know, there might be some kind soul out there, just waiting for the opportunity to offer assistance.

ausphoche

Teacher

 • 

27 Messages

8 years ago

Well, even though they are the same wires (my DSL and phone) there is no regular test that shows an outage of DSL. Had a tech guy from support doing the checks. So complaining about my DSL did no real good to get to the bottom of this. Although, Internet is much more critical these days than POTS, there is no crossover for a neighborhood outage from a cable that was damaged. 

 

Apparently, the cable that feeds our neighborhoods was cut.  There was no easy solution to get the left hand of ATT to work with the right hand to get me temp DSL service to get around the technical problem.  

 

Well, today I got a call from somebody in an escallated DSL group and he tracked it down. Took him a while too to find out if anyone was working on it yet, but they are.  I understand cable  splicing is a long and difficult task. 3 days and counting so far. 

 

So far, we are surviving but we're starting to get notes that some homework is not getting turned in. I suspect it to be operator error (not normal process) vs. technical issues with ATT. 

 

What anyone has not told me is if we automatically get a refund for the time the system was out. 

Tigereyze209

Professor

 • 

3.9K Messages

8 years ago


@ausphoche wrote:

Well, even though they are the same wires (my DSL and phone) there is no regular test that shows an outage of DSL. Had a tech guy from support doing the checks. So complaining about my DSL did no real good to get to the bottom of this. Although, Internet is much more critical these days than POTS, there is no crossover for a neighborhood outage from a cable that was damaged. 

 

Apparently, the cable that feeds our neighborhoods was cut.  There was no easy solution to get the left hand of ATT to work with the right hand to get me temp DSL service to get around the technical problem.  

 

Well, today I got a call from somebody in an escallated DSL group and he tracked it down. Took him a while too to find out if anyone was working on it yet, but they are.  I understand cable  splicing is a long and difficult task. 3 days and counting so far. 

 

So far, we are surviving but we're starting to get notes that some homework is not getting turned in. I suspect it to be operator error (not normal process) vs. technical issues with ATT. 

 

What anyone has not told me is if we automatically get a refund for the time the system was out. 


Probaby not an actual refund, as such, but surly, an adjust ment, or credit to your account would not be out of line.

 

The cut line sound like it was fibre, not a copper cable trunk, and they are right, slicing fiber optics back together IS a ver labor intensive, time consuming task.. mostly due to working with connects that are physicaly very small.

 

Glad to hear, the kids are keeping up with their assignments.

 

Have a great day.

ausphoche

Teacher

 • 

27 Messages

8 years ago

Based upon what I've been told. It is wire, not fiber. I know my wires are about a mile long and the cut was between my house and the, oh, forgot the name of the thing but where the fiber or main trunk is converted to individual copper pairs. 

 

Well, it's fixed!  phone and internet in one again! I can actually type this from home! 

Tigereyze209

Professor

 • 

3.9K Messages

8 years ago

Will keep this short and to the point:  Horray!

ausphoche

Teacher

 • 

27 Messages

8 years ago


@Tigereyze209 wrote:

Will keep this short and to the point:  Horray!


Sigh. Sadly, the service was also short lived. Not even 24 hours. Horrible hum on the phone. DSL speed abysmal. Went out side to plug phone in on the compay side of the box, same thing. Call from outside and gave up after 30 min on hold. Tried three times to use the phone ap. Got "Sorry, temporarily unavailable. Try again later." BTW, the ap says my DSL is just fine. Sigh.  Tried the web page that the lady on the phone kept repeating as an alternative to the phone wait, but it wouldn't work either. So I thought I would try my luck here. 

ATTDmitriyCM

Community Manager

 • 

10.2K Messages

8 years ago

 

Hello @ausphoche 

 

I'm very sorry you're continuing to experience issues with your service, our team will be happy to look into it for you and help with whatever we can! Please send us a private message by clicking here. Please include your full name, phone number, account number and the best time you can be reached.

 

Thank you,

Dmitriy

Tigereyze209

Professor

 • 

3.9K Messages

8 years ago

Heavy sigh. At least you know they ARE working on it.

 

Good luck, dear. You shoujld be back to "normal" soon.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.