Community Support
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6.7K Messages
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
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. You may see a message that looks like this.
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.
When that does not help, use our Internet Support Tool. It runs 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
- Is there a wireless outage? Learn some of the causes and how to check
- Is Wi-Fi Slower than normal? Learn how you can speed things up
- Is AT&T Fixed Wireless slow? It is the nature of the service
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.
Navy4551
Contributor
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3 Messages
7 years ago
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baseballisback
ACE - Professor
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7.3K Messages
7 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 clicking here. Provide your name, 9 digit U-verse account number, and phone number.
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.
Keep an eye on the
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andrew1008
Contributor
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1 Message
7 years ago
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Dchargois
Contributor
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1 Message
7 years ago
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pepperxxx
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.
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ATTHelp
Community Support
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220.9K 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
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pepperxxx
Contributor
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2 Messages
7 years ago
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mdwolfe
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?
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DanielKry
Contributor
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1 Message
7 years ago
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Tcharris06
Contributor
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1 Message
7 years ago
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