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Cad2023's profile

New Member

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2 Messages

Thursday, April 13th, 2023 4:20 AM

At&t Internet outage going on three days!

There was an outage in San Antonio TX 78217. They fixed it and all the neighbors Internet is back and not mine. I've called and called but bc the website still says "outage" they can't send anyone. What should I do? 

Community Support

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232.7K Messages

1 year ago

Hi, @Cad2023, we would be happy to assist you with looking into your connectivity.

 

We recommend checking our service outage info system.  You can sign in to get additional information regarding your specific account.  If the outage is confirmed, we will have our technicians working to resolve it as soon as possible.  If you are not in a confirmed outage, let us know and we can look into troubleshooting, as well as scheduling a technician if neccessary.

Please check back with us to let us know if this information helped.

 

Daniel, AT&T Community Specialist

New Member

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2 Messages

1 year ago

I am posting a follow-up in hopes that this helps others in the same situation. I knew something was not right as all our neighbors had their service back so I called the sales guy from At&t that sold us our phones. He had come to the house with the person who installed the internet and I just so happened to still have his number in my phone.

I am so glad he answered my call and helped me. I begged him to call a local tech to see if there was still an outage. He sent me a screenshot of his text conversation with the tech and him saying that there was not an outage in our area. After confirming what I had suspected, I called tech support and explained. I luckily got a very nice person who communicated with the department who sets and clears the outages. Lo and behold they never cleared the outage from the system and he was able to have them clear it so he could schedule a tech for us! The tech came today and had to reconnect a wire outside. 

If anyone from At&t is reading this I hope you will take this situation and implement better communication with all your teams and a better system to deal with outages. The tech that came didn't even have access to see what the original outage was and was just guessing it was squirrels and then they forgot to connect our wire. 

So if anyone ever gets stuck with this kind of an "outage" that isn't really an area outage your best bet is to try to get in touch with a local tech to confirm it. I hope this helps someone. I am so happy to have my internet back on day 4 of it being out! Who knows how long I would have been dealing with this if the sales guy and local tech hadn't helped and given me that info.

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