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Community Support

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6.7K Messages

Thursday, July 23rd, 2015 6:57 PM

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AT&T Internet Outage & Loss of Service - AT&T Community Tips & Solution

Learn how to track an outage and what to do when your service is not working

Free Error Not Found photo and picture

So, what can cause an outage? A lot of things! During my time with AT&T, I have seen and heard it all. One time a car hit one of our utility boxes. Someone was digging a hole and went through our cable. A tree fell and hit a line. Or there was a neighborhood power outage that just knocked everything down.  Outages suck, I get that for sure!

Heads Up: While an outage may not appear on the app, it does not mean it will not appear later. Check again in a few hours to be safe. 

When an outage happens, we know you want to know, "When will it get fixed." The simple answer, AT&T will do its best to resolve these issues as fast as possible. Outages may be resolved in a few hours or it could days, depending on what caused it in the first place. The long-winded answer, depending on the damage will determine the fix.

After major storms, it can a bit longer to get service back up because of how widespread a storm can be; it affects a lot of neighborhoods. These big storms

can also affect power companies. This means until power is back, service will be impacted.

Safety is our number one priority and if an area is unsafe, it can delay the repair.

Please note, depending on where the damage has occurred will determine if you see technicians or not. A line may have been cut miles away which means you may not see AT&T personnel in your neighborhood. Or it could have occurred inside one of our central offices that hosts some of the equipment that services the area. 

Learn how to track an outage

  • Seconds Count! Find out if you are in an affected area by visiting att.com/outages. Sign In or put in your information and the site does the rest.
  • Outage Alerts - You can also sign up for outage alerts so you're always in the know. From the account screen, just toggle which alerts you want to turn on for either calls or text or both (shown below).

Please note: Our inside teams do not have all the details on what caused an outage, just information there is one. Our field teams will address the issues and work to resolve them as quickly as possible. All time-frames are estimates.

Text/ SMS Alerts from 937-65(93765)

If there is an outage, we will try our best to let you know.

After an outage (Support Tools & Scans)

Normally resetting your modem by pressing the red button in the back for 10 seconds gets you back in service.

If that does not help, use our Internet Support Tool to run the same scans our internal teams do and can even schedule a tech for you. Not just that, it is much faster than calling in.  

Other Resources

David & ChrisZ, AT&T Community Specialist 

 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

4 Attachments

ACE - Professor

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7.7K Messages

8 years ago

Luckily, some outages are simply a matter of a loss of communication between the customer equipment and equipment elsewhere.

 

Some times, a simple whole-house reboot is needed. Simply unplug all your AT&T equipment, plug your Residential Gateway (RG or modem) back in and wait for all lights to go back to normal operation. Plug your DVR back in and wait for normal operation. Plug your other boxes back in and wait for normal operations.

 

If you need further assistance, please send AT&T a detailed message by clickinhere. Provide your name, 9 digit U-verse account number, and phone number.

Keep an eye on the envelope.png at the top right corner of your screen for a response. Please give them 2-3 business days to look into your issue. A regular representative will typically forget about someone's issue when the call disconnects. These bunch of AT&T employees will work with you to fully solve your issues. They're 110% dedicated.

1 Attachment

Contributor

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1 Message

8 years ago

U-Verse has been out all night for my area. Is there any time table of it coming back on? Not very happy with my AT&T service. Really thinking about switching to a more reliable provider. I expect a refund for this.

Community Support

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232.1K Messages

8 years ago

Hi @andrew1008,

 

Sorry to read of the trouble you are having. The forums team does not have information if or when an outage will be resolved. We do have an article here that goes over our U-verse app and how you can monitor the outage.

 

-ATTU-verseCare

Contributor

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1 Message

7 years ago

What is going on with uverse outage in west Houston? We are on day 5 and I cannot get good info when I call. Even if the answer is "We honestly don't know", I will take that answer over "It will be back up within 24 hours" or similar lines. Day five begins, people are coming in for the holidays, no service. Frustrated and upset.

Contributor

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2 Messages

7 years ago

When AT & T starting "digging" for their fiber optic lines, not only did they leave our community in a mess, but many of us were without phone and internet.  The latest happened on December 14th and lasted until December 20th and the reason I was given was the the OLD wires had deteriorated and they needed to "FIND THEM" to replace them.  In this day and age of communications the length of time was TOTALLY UNACCEPTABLE and I was NOT kept informed like they promised.  Then when I called for a credit, the person said, it "might" show up on next billing period.  Once again, this is NOT acceptable.  I had to use DATA on my cell phone (hooray, I have VERIZON) to be able to access the internet which I need and require on a DAILY basis.  I am fed up and looking for an alternative.

Community Support

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232.1K Messages

7 years ago

Hi @pepperxxx,

 

Sorry to read of your experience. Do you have U-verse Internet and Phone or do you have DSL and land-line service? 

 

-ATTU-verseCare

Contributor

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2 Messages

7 years ago

Phone and internet (DSL)

Contributor

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1 Message

7 years ago

We have been without Internet since Christmas evening and after 1 hour waiting in a queue yesterday, we were told it wasn't going to be fixed until the 27th at 6PM.  If that happens that is 48 hours.  Totally unacceptable outage length.  

Oh and, the first thing I always here about it check the MODEM -- which I don't have because I have an IFTFL fiber slow connection and it must say that in the record.

I am typing now using my cell phone as a hot spot.    I only get so much data and then the connection slows and I have to prepare my online classes for the upcoming semester.

I can download an "app" to review outage status but can't get to outage status on the web???  What is with that?

Contributor

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1 Message

7 years ago

Hi there! My name is Daniel and I am asking about the current outages going on all over the country. For me, it began about 56 hours ago and I can't stand it. I know it isn't my router because I did everything that I was told to to try and fix it and yet, there's still an issue. Wifi hasn't worked which is a serious issue as well since I need to practice chemistry with looking up worksheets and practice quizzes online. I am now forced to use my data in this case and am close to getting charged more for data when I have no choice to. What is going on? When will this be resolved for all of us here who can't call friends and family or can't use wifi?

Contributor

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1 Message

7 years ago

Last night my uverse and internet services went in and out for over an hour. Today my services aren't working at all. I called the customer support line only to be told that they don't know why my services aren't working and to call back later. I mean this is very frustrating for someone who has work to do with no Internet and could lose money if I am unable to complete the things I need to get done today. Why is there never any consistency with your services? If it's not my digital life services messing up, then it's my TV and Internet service. What can be done here? I have work to do, yet now I am going to pack up my entire office and go elsewhere to try to complete it in time.
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