Light Reading
Customers vent their fury over major U-verse outage on social media and wonder why AT&T appears unconcerned that they have no Internet access, TV service or phone connection

AT&T Faces Backlash Over U-verse Outage

Ray Le Maistre
1/22/2013
50%
50%

AT&T Inc. is keeping schtum over what appears to be a major U-verse outage that began during the morning of Jan. 21 and which appears to have affected a substantial number of customers across the southern states of the U.S. While the operator's website, blogs and Twitter feeds have no messages regarding any ongoing service problems -- the most recent tweet on AT&T's official @Uverse feed early Tuesday states "Today we honor Rev. Dr. Martin Luther King, Jr. and his dreams for equality. #MLK" while the @ATTCustomerCare feed has no mention of any disruption -- customers have been using their smartphones to criticize the company for its service failure and lack of information about the outage. One customer, Tony Casas (‏@tonycasas), tweeted: "Wow…. On the Phone with #ATT #Uverse 'troubleshooting' for 52 minutes before they inform me that half the US is experiencing an outage," while many others complained of having no Web access or TV service during the Martin Luther King Day holiday. One customer who tweeted using the #uverse hashtag noted that "theories abound about cause from DHCP servers down to hacking of system. Grrrr." The AT&T U-verse page on Facebook was also swamped with messages from angry customers wanting to know why AT&T was providing no information about the outage. Light Reading Editor-in-Chief Phil Harvey, another user who relies on the U-verse triple-play package for his communication and entertainment services, says he was "down all day" Monday, though that may have had something to do with his caffeine intake. AT&T declined to pinpoint which service areas are affected by the outages or provide a reason for them, but the company released this statement Monday night: "A limited number of AT&T customers in some markets may be experiencing issues with U-verse service. A team of engineers and technicians are working to resolve the issue, and we apologize for any inconvenience to our customers." If you are a U-verse customer and experienced service disruption, please comment on the message boards below, stating where you are located and when your services went down and, if restored, when you were reconnected. — Ray Le Maistre, International Managing Editor, Light Reading

(15)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View
Page 1 / 2   >   >>
DavidMichael
50%
50%
DavidMichael,
User Rank: Light Beer
2/1/2013 | 6:20:25 PM
re: AT&T Faces Backlash Over U-verse Outage
Bad consumer experiences like this can really spill over to business customers. AT&T need to take this very seriously.
PamCar
50%
50%
PamCar,
User Rank: Light Beer
1/24/2013 | 1:44:01 AM
re: AT&T Faces Backlash Over U-verse Outage
Our internet and cable have been down since Monday.-á The phone system is computer generated.-á I have called the 800.288.2020 several times and I'm still waiting to talk to technical support person.-á A local ATT installation guy told me this morning that the ETA is unknown.-á We live in Texas and it's been 3 days.-á Thank goodness for modems on cellphone devices.-á -á
Larry Seltzer
50%
50%
Larry Seltzer,
User Rank: Light Beer
1/24/2013 | 1:10:03 AM
re: AT&T Faces Backlash Over U-verse Outage
I'm astonished that a company like this would have such a long outage of such a major service. Clearly they're skimping on redundancy somewhere. I'm a FIOS customer and outages have been very few and almost all connected to major weather events. I'd go nuts and my wife and kid would be screaming in withdrawl.-á
ns33
50%
50%
ns33,
User Rank: Light Beer
1/23/2013 | 9:55:55 PM
re: AT&T Faces Backlash Over U-verse Outage
Every news release or blog I've read states "limited outages in southern states. Wrong! My system is down and I live in the Detroit area, a major U-verse market. A U-verse tech support person in India told me that outages are nationwide (a slip of the tongue). Is AT&T trying to keep a major nationwide outage embarrassment quiet?
itsmart
50%
50%
itsmart,
User Rank: Light Beer
1/23/2013 | 5:13:33 PM
re: AT&T Faces Backlash Over U-verse Outage


I'm
angry about the disrespectful way the AAT bosses relates to their costumers.

They
are violating an elemental practice to keep informed their clients.

I lost
the full services since Monday afternoon. My home is in Coral Spring, FL.

Tuesday
morning went to my office and I didnGÇÖt find any status information about the
extraordinary event

in ATT
website. They should display in central place what is going on and when they
will reestablish the

services
by at least geographical areas.

Today
I will consider, after 72 hours, that the contract of service was violated by
the ATT and look for another provider.

rvraleigh
50%
50%
rvraleigh,
User Rank: Light Beer
1/23/2013 | 4:27:43 PM
re: AT&T Faces Backlash Over U-verse Outage
I am in Raleigh and have been without service since 4am Monday eastern time.-á Limited info from ATT.-á They have told me 32 states are experiencing problems.
victorblake
50%
50%
victorblake,
User Rank: Lightning
1/22/2013 | 7:18:54 PM
re: AT&T Faces Backlash Over U-verse Outage
I think it's the other way around. Lance, et. al. learned that lying by example. AT&T has a long history of denying network outages and making false claims about network reliability (be that product or rhetoric). The so called "Five 9's" of telephony is less than 5 minutes of outages annually. From what I've heard about this outage they've already dropped below the three nine's (99.9%) (that's 8.76 hours outages max) threshold FOR THE YEAR and it's only January 22.-á-á
Riverman
50%
50%
Riverman,
User Rank: Light Beer
1/22/2013 | 6:59:38 PM
re: AT&T Faces Backlash Over U-verse Outage
FYI, my UVerse went out approx 1-2 am, 1/22/2013, restored sometime 1/22/2013 between 10am-noon. North Fulton County, Atlanta, GA
Jeff Baumgartner
50%
50%
Jeff Baumgartner,
User Rank: Light Beer
1/22/2013 | 5:40:34 PM
re: AT&T Faces Backlash Over U-verse Outage
AT&T still hasn't pinpointed where the outages are-á, but , according to-áDSL Reports users (http://www.dslreports.com/show...-á are reporting-áoutages in-áTexas,-áLouisiana, Kentucky,-á Georgia Tennessee, Florida, and Arkansas. JB

Jeff Baumgartner
50%
50%
Jeff Baumgartner,
User Rank: Light Beer
1/22/2013 | 5:35:03 PM
re: AT&T Faces Backlash Over U-verse Outage
AT&T is still mum on affected markets, but the complaints to DSL Reports indicate (http://www.dslreports.com/show... -áthat in addition to Texas, there are issues in Louisiana, Kentucky,-áGeorgia, Tennessee, Florida, and Arkansas. JB
Page 1 / 2   >   >>
Educational Resources
sponsor supplied content
Educational Resources Archive
Flash Poll
Wagner’s Ring
Data Centers Drive Telcos Into the Future

8|28|14   |   2:20   |   (2) comments


Data centers are at the heart of key trends driving telecom -- network virtualization, the drive for increased agility, and the need to compete with OTT providers.
LRTV Custom TV
Why SPs Should Consider Cisco's EPN

8|27|14   |   5:40   |   (0) comments


Sultan Dawood from Cisco discusses Cisco's EPN, which enables SPs to build agile and programmable networks delivering new network virtualized services using Cisco's Evolved Services Platform (ESP).
LRTV Huawei Video Resource Center
Huawei’s Showcase @ Big Telecom Event 2014

8|26|14   |   2.56   |   (0) comments


SoftCOM is Huawei's framework for telecom business and network transformation. Haofei Liu, Solution Marketing Manager, Carrier Business Group, Huawei, showcases Huawei's SoftCOM architecture in this video.
LRTV Huawei Video Resource Center
Huawei @ BTE 2014: Director of Integrated Solutions on SoftCOM & NFV Monetization

8|26|14   |   4.43   |   (0) comments


Libin Dai, Director of Integrated Solutions, Carrier Business Group, discusses Huawei's SoftCOM and NFV monetization. Huawei believes that NFV monetization should be service-driven rather than network-driven, and that operators should have network transformation, service transformation and a compatible and collaborative ecosystem in place in order to deploy NFV.
LRTV Huawei Video Resource Center
Huawei @ BTE 2014: Director of US NFV Lab on CloudEdge & the Future of NFV

8|26|14   |   4.06   |   (0) comments


Sean Chen, Director of US NFV Lab at Huawei, discusses Huawei's new approach to NFV in open collaboration. Huawei believes that through Proof of Concept tests, it could help operators learn and communicate with the industry more effectively. Sean believes that successful implementation of NFV should have its values reaching to end users and discusses how Huawei's ...
LRTV Huawei Video Resource Center
Huawei's Highlights @ Big Telecom Event 2014

8|26|14   |   3.34   |   (0) comments


At the Big Telecom Event in Chicago Huawei showcases its high-level strategy, the SoftCOM architecture, which helps operators reduce the cost of ownership of their network infrastructure and generate additional revenue in the ICT service environment. Huawei showcases over 30 pilot programs from across the globe, focusing on the industry-leading commercial ...
LRTV Custom TV
VeEX – Live from the Show

8|21|14   |   5:58   |   (0) comments


An overview of VeEX Test and Measurement solutions including TX300S multi-service test set with VeExpress cloud-based management system, UX400 universal modular platform supporting 100G testing, and the redesigned RXT modular platform.
LRTV Custom TV
Transitioning CE 2.0 Networks Into the SDN & NFV Era With Telco Systems

8|19|14   |   5:19   |   (0) comments


Telco Systems' Ariel Efrati (CEO) and Moshe Shimon (VP of Product Management) discuss virtualization and how the company's new Open Metro Edge solution utilizes the SDN and NFV concepts to accelerate and orchestrate service delivery through its innovative product portfolio and software applications.
LRTV Custom TV
NFV Myths: Is NFV Still Several Years Away?

8|11|14   |   1:13   |   (0) comments


Some say that NFV (network functions virtualization) is still several years away from being implemented on mobile operator networks. This isn't the case. Operators can get started on their paths to NFV now, as this short video from Skyfire shows.
LRTV Custom TV
A New Security Paradigm in SDN/NFV

7|28|14   |   02:54   |   (0) comments


Paul Shaneck, Global Director Network Solutions for Symantec, discusses the evolving virtualized network, explaining how Symantec is leading the security discussion as it relates to SDN and NFV, and helping to ensure the network is protected and compliant.
LRTV Documentaries
Sprint's Network Evolution

7|24|14   |   14:59   |   (0) comments


Sprint's Jay Bluhm gives a keynote speech at the Big Telecom Event (BTE) about Sprint's network and services evolution strategy, including Spark.
LRTV Documentaries
BTE Keynote: The Software-Defined Operator

7|24|14   |   18:43   |   (1) comment


Deutsche Telekom's Axel Clauberg explains the concept of the software-defined operator to the Big Telecom Event (BTE) crowd.
Upcoming Live Events!!
September 16, 2014, Santa Clara, CA
September 16, 2014, Santa Clara, CA
September 23, 2014, Denver, CO
October 29, 2014, New York City
November 6, 2014, Santa Clara
November 11, 2014, Atlanta, GA
December 9-10, 2014, Reykjavik, Iceland
June 9-10, 2015, Chicago, IL
Infographics
A survey conducted by Vasona Networks suggests that 72% of mobile users expect good performance all the time, and they'll blame the network operator when it's not up to par.
Hot Topics
Rogers, Shaw Take Aim at Netflix
Mari Silbey, Independent Technology Editor, 8/26/2014
Utilities to Pump $11.2B Into Smart Grid – Study
Jason Meyers, Senior Editor, Utility Communications/IoT, 8/26/2014
Verizon Launches QR Code Security Solution
Carol Wilson, Editor-at-large, 8/26/2014
Fiber Revival at Deutsche Telekom
Iain Morris, 8/25/2014
M2M's In Fashion: Wearables Play the US Open
Sarah Reedy, Senior Editor, 8/25/2014
Like Us on Facebook
Twitter Feed