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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. 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

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.

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Community Support

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229.5K Messages

6 years ago

Hello @fish56!


Experiencing service issues is certainly inconvenient. I am happy to help!


Can you please send us a private message to @ATTCares with your full name and account details? I would like to take a look in your area to see what may be happening.


Thank you for reaching out to us here on the Community Forums! Have a wonderful day!


Jenn, AT&T Community Specialist

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