Mentor
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14 Messages
UVerse Restoration After Hurricane Irma
We have had power for 3 days after hurricane Irma yet our UVerse internet still does not work. When are we going to get service again? Every time I call, nobody in Customer Service can give me a straight answer. Many of us including me cannot work without Internet and every day is affecting our job status.
Accepted Solution
Official Solution
ATTHelpForums
Community Support
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2.7K Messages
7 years ago
Hi all,
We know this is not the solution but marked it as an accepted solution to highlight our response.
In some instances, resetting the modem by pressing and holding the red reset button located on the rear of the modem may restore service.
First, my apologies for the loss of service. I wanted to explain why services are not active in some areas .Power is an issue in some areas as poles were either damaged or the lines were cut by debris or fallen tree limbs. The power crews are doing a great job getting power restored.
Unfortunately our equipment that services internet and TV took a hit. Due to the nature of the equipment, it can take time to replace or repair depending on the damaged caused by the water. One thing to know, boxes in your area may be fine but the equipment that sends the signal to those boxes may have been damaged. Also power may not have been restored to our equipment as residential areas take priority. Just because you have power at your home, does not mean power has been restored in other areas that push the signal to your home.
We do have many crews out there trying to restore service to get everyone back up. I know this is a stressful time for everyone out there. Please know that AT&T is doing what we can to help. The forums team does not have information when services will be restored since many communities and cities have been impacted. You do have the option to check status of outages using the myATT app.
If you are concerned about billing, this post goes over what we are doing.
To see if you area is affected by an outage, download our myATT app: Text the word myATT to 556699.
ChrisZ, AT&T Community Specialist
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jojo22
Teacher
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3 Messages
7 years ago
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Catmontty
Mentor
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14 Messages
7 years ago
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Lflauto
Tutor
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2 Messages
7 years ago
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JMS1998
Teacher
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3 Messages
7 years ago
Same boat. I'm in Orlando. Going on 4 day lost of time to work due to no internet and I cannot just used any connection due to sensitive information. I can't even get anyone on the phone, let alone to give me an answer on when the connection is going to be restored. We've had power since Tuesday afternoon. A neighbor down the street has service (she has Uverse) but somehow I don't have any. All they can tell me is there is an outage in the area. It's frustrating. I'm ready to call other servicer to hook up internet at my house. This is ridiculous!!!!
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zookeper
Teacher
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5 Messages
7 years ago
Have power in 33317 but no Uverse tv or broadband. Reps are less than helpful. Ine India rep had no idea what a hurricane was and told me my modem must be bad so sent a new one. I do not want a new one. Now I have to send it back or get charged 150.00 for it and I never wanted it to begin with! Everyone in my hood is without Uverse so unless everyones modem broke then duh!
Would it be so darn hard to just give updates? Not even Comcast was this bad and I thought they were the worst but wrong I was.
PS. Been driving alot last 2 days, not one ATT truck was ever seen. Not one! Saw a ton of Comcast trucks though.
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eervin
Teacher
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5 Messages
7 years ago
UVerse customers -
What ATT is not telling you is this outage is not hurricane caused (I guess you can call it related). This is a software/hardware problem. When the DLECs (neighborhood boxes) went down for lack of power they did not come back up correctly.
I have spoken to multiple local techs and they are having to escalate to Engineering. And there is not a lot of Engineering to go around. So what we have is non-damaged/fully power boxes that will not communicate. Sometimes everyone one on the box is down, sometimes only some of the connections are down.
If I were to guess, someone did not test what happens when a box loses power since they always have about a 2 day battery backup.
The Customer support line is worthless. They are telling everyone it's on your side. I even had a friend get a new modem shipped to them with the power to the box still off.
Local techs are helpless. These guys are trying their best but the issue needs an engineer. And there are not many of those around.
I would love for ATT to respond to this with real answers.
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Margatersdt
Tutor
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1 Message
7 years ago
I'm tired of waiting and not hearing from anyone at ATT, I have not seen an ATT van or truck anywhere in Broward, its like they disappeared after the storm. I did see a bunch of Comcast trucks, may be that's a signal. ATT please give us some information, an estimate of when the lines would be fix would be nice or Perhaps its time to change. Good luck to all.
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eervin
Teacher
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5 Messages
7 years ago
UVerse customers -
What ATT is not telling you is this outage is not hurricane caused (I guess you can call it related). This is a software/hardware problem. When the DLECs (neighborhood boxes) went down for lack of power they did not come back up correctly.
I have spoken to multiple local techs and they are having to escalate to Engineering. And there is not a lot of Engineering to go around. So what we have is non-damaged/fully power boxes that will not communicate. Sometimes everyone one on the box is down, sometimes only some of the connections are down.
If I were to guess, someone did not test what happens when a box loses power since they always have about a 2 day battery backup.
The Customer support line is worthless. They are telling everyone it's on your side. I even had a friend get a new modem shipped to them with the power to the box still off.
Local techs are helpless. These guys are trying their best but the issue needs an engineer. And there are not many of those around.
I would love for ATT to respond to this with real answers.
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JMS1998
Teacher
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3 Messages
7 years ago
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