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Posted Apr 3, 2014
4:08:17 PM
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Home telephone and internet service outage

My home telephone and internet service has been out since last Thursday, March 27.  I have spent about 2.5 hours on the phone with customer support and confirmed it was not a problem with the box in my house.  Support explained it was a problem in the central office where I live.  I have received at least 4 automated calls from ATT informing me the problem has been fixed and it has not been fixed.  Now ATT needs me at my home tomorrow to have a technician come to the house and  have access to my house.  Have others had this level of problems with u-Verse voice and internet service?  I had plain old ATT home telephone and DSL service for years without any problems.  U-Verse is supposed to be better service and supposed to cost less.  Having a service outage for over a week is unfathomable.  Perhaps the ATT infrastructure in my area cannot support U-Verse properly?  Perhaps I should go back to the plain old telephone and DSL service?  Any feedback?  How has ATT U-Verse been in terms of refunding for service outages and inconvenience?  Thanks.  

My home telephone and internet service has been out since last Thursday, March 27.  I have spent about 2.5 hours on the phone with customer support and confirmed it was not a problem with the box in my house.  Support explained it was a problem in the central office where I live.  I have received at least 4 automated calls from ATT informing me the problem has been fixed and it has not been fixed.  Now ATT needs me at my home tomorrow to have a technician come to the house and  have access to my house.  Have others had this level of problems with u-Verse voice and internet service?  I had plain old ATT home telephone and DSL service for years without any problems.  U-Verse is supposed to be better service and supposed to cost less.  Having a service outage for over a week is unfathomable.  Perhaps the ATT infrastructure in my area cannot support U-Verse properly?  Perhaps I should go back to the plain old telephone and DSL service?  Any feedback?  How has ATT U-Verse been in terms of refunding for service outages and inconvenience?  Thanks.  

Home telephone and internet service outage

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Apr 4, 2014 7:16:23 AM
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Hello, markschn5!

 

Thanks for posting. I'm so sorry to hear about your service outage, and I completely understand your frustration. We would be happy to look into this for you, so please click here to send our U-verse experts a private message.

 

In your message, please include your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello, markschn5!

 

Thanks for posting. I'm so sorry to hear about your service outage, and I completely understand your frustration. We would be happy to look into this for you, so please click here to send our U-verse experts a private message.

 

In your message, please include your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*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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Apr 21, 2014 5:26:40 AM
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Thanks for your response.  Yes, after several phone calls and several hours of working on this to get resolution, I do have a satisfactory resolution.  I have spoken to a number of people who have had similar outages with Uverse service including some of ATT's own employees.  I am amazed that in this day and age these outages still occur and for such long periods of time.  I am back in service after 10 days without service and so far so good.  Thanks again. 

Thanks for your response.  Yes, after several phone calls and several hours of working on this to get resolution, I do have a satisfactory resolution.  I have spoken to a number of people who have had similar outages with Uverse service including some of ATT's own employees.  I am amazed that in this day and age these outages still occur and for such long periods of time.  I am back in service after 10 days without service and so far so good.  Thanks again. 

Re: Home telephone and internet service outage

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