U-verse outage in NW Harris County since Jun 26th--this is ridiculous!

What is going on and when will it be fixed? 

My mother, who hasn't been a u-verse customer for even a month, had her u-verse go out Jun 26th during a storm. This means she has no TV, Internet, or more importantly, no phone, except her cell phone. All we have heard is they had an RT system go down or got fried (whatever that is), but no one--we spoke with the original service tech and called the 800 number--could tell us when it will be working. All they could say is they would let us know when it was back up. 

Also--my mom uses one of those pendant alarms. I thought when ATT asked if there was an alarm system, that meant that part of an alarm system would remain connected to a land line and not dependent on having the WiFi working. But it's not and doesn't work since the system is down. So this is more than matter of inconvenience, this is a health issue. If she falls or has a health problem, she cannot use her pendant to summond help. This is not acceptable.