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New Member

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2 Messages

Saturday, October 23rd, 2021 2:06 PM

Wire down from power line in front of my home same day my internet goes out?

Tuesday Morning our Internet went out, That same morning we discovered a line/cable coming off of a power line all in our front yard. I’ve been in constant contact with AT&T asking about it and apparently they cannot send a technician to come repair or even look at it because of an outage in my area. Cool, but the problem is, i’m the only zip code in my county with outages and the outage is affecting 20 people according to their website and it just so happens to have gone out when this cable was all on the ground, in my driveway and in my yard. But still, AT&T says no one can come here to look until the outage is fixed. But what if this line is the cause of the outage? It sure seems that way? All the support agents do is just tell you the outage is gonna be fixed within 24 hours and you’ll have service but it’s going on 5 days of no internet. I have kids in online college courses. this is getting ridiculous is there anyway i can get a technician to come look at this wire from the power line in front of my house. I don’t need a technician to come inside my home, I need someone to be outside on the power line repairing the cable. I haven’t seen anyone here since the outage. 

Accepted Solution

Official Solution

Community Support

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232.3K Messages

3 years ago

Here to help, @khymel4!

 

You can check to see if your in an outage by signing in with the prompt under Check your account for outages

 

Just as @sandblaster mentioned with his helpful article, you'll just need to visit the article he shared and it has all the instructions on reporting a downed cable.

 

Let us know if you have any other questions. Thank you for choosing AT&T Community Forums!

 

CalebP, AT&T Community Specialist 

ACE - Expert

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64.7K Messages

3 years ago

ATT service is not delivered by power lines and an ATT technician can’t touch them. If there is a power line down, report it to the power company. Now if the cable is not actually a power line and does have something to do with ATT, you need to report it as a downed line. This article tells how:

https://www.att.com/support/article/local-long-distance/KM1000559/

New Member

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2 Messages

3 years ago

sorry, it is not a power line but a cable that just so happened to go down the morning I lost internet. I’m just confused because AT&T tells me I have an outage that’s affecting 20 customers in my area and cannot come fix the cable until the outage is fixed. But I personally feel like this cable is the cause of the outage even though they reassure me multiple times they are working on the outage and it would only take 3-4 hours to restore. but it is now been 4 days. 

New Member

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12 Messages

1 year ago

The same issue here in Georgia on the 23rd a tree took out the power and ATT lines. In 4 hours the power was up. No customer service in the states. The people I spoke to each day never passed the message along that it was a line down. Finally the 27th a tech shows up and tells me there is a line down on the ground, they need to find a crew, but they’re all off on vacation. I finagled a manager number out of him and boy was that guy surprised he was actually speaking to a customer. He promised me a crew today who would not leave til they came down to my house to make sure we had service. They put up the line and left. Still no service and back to the phone rigamarole. Now a tech will come Saturday afternoon. Any bets that it will still be a line related issue that he cannot fix? I FEEL YOUR PAIN!

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