Light Reading

AT&T Faces Backlash Over U-verse Outage

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

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: Light Bulb
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   >   >>
Flash Poll
LRTV Custom TV
Optimizing SDN & NFV Architectures Through Application Awareness

4|23|14   |   6:24   |   (0) comments


Jerome Tollet, CTO at Qosmos, explains how network equipment vendors and operators deploying SDN and NFV can take advantage of network intelligence delivered by DPI to strengthen products and services.
LRTV Custom TV
Wind River Demonstrates Carrier-Grade Software for NFV

4|22|14   |   5:00   |   (0) comments


Wind River VP of Product Management, Glenn Seiler, takes a look the industry's first and only complete NFV software platform designed specifically for the unique carrier-grade and high-performance needs of telecom networks.
LRTV Documentaries
Cable Eyes Big Technology Shifts

4|16|14   |   03:02   |   (4) comments


US cable engineers are facing a lot of heavy lifting in the coming years, notes Light Reading Cable/Video Practice Leader Alan Breznick.
LRTV Custom TV
Maximizing Customer Experience & Assuring Service Delivery in an IP World

4|15|14   |   4:57   |   (0) comments


Steven Shalita, VP of Marketing, NetScout Systems, Inc., discusses the challenges cable/MSO operators face in assuring the delivery of new IP-based services. Key points include the value of proactively managing performance, and using rich analytics and operational intelligence to better understand service and usage trends, make smarter business decisions and ...
LRTV Documentaries
Bye-Bye DVD: Consumers Embrace Digital Video

4|10|14   |   04:17   |   (7) comments


Veteran video analyst Colin Dixon, founder and principal analyst of nScreenMedia, says research shows 56% are using digital video already.
LRTV Documentaries
Video: TW Cable Puts Multicast Gateways to the Test

4|8|14   |   04:13   |   (1) comment


Tom Gonder, a chief architect at Time Warner Cable, explains how its trial of multicast gateways is impacting IP-based video plans.
LRTV Custom TV
Managing & Monetizing Big Data in Operator Environments

4|7|14   |     |   (1) comment


At Mobile World Congress, Gigamon's Director of Service Provider Solutions, Andy Huckridge, and Heavy Reading Analyst Sarah Wallace discuss the 'big data' issues facing carriers and operators today.
LRTV Huawei Video Resource Center
Data Center Energy – Build Your Data Center in a Modular Way

4|7|14   |   2:13   |   (0) comments


Dr. Fang Liangzhou, VP Network Energy Product Line, shared his thoughts about the challenges for data centers during CeBIT 2014.
LRTV Huawei Video Resource Center
Agile Network Solution – An Overview of Huawei's Agile Network Solution

4|7|14   |   2:31   |   (0) comments


Ajay Gupta, Director of Product Marketing, Networking Product Line, gives an overview of the Agile Network Solutions during CeBIT 2014.
LRTV Huawei Video Resource Center
Huawei’s eLTE Voice Trunking, Video and Data Applied for Railways

4|7|14   |   1:38   |   (0) comments


Gottfried Winter is the Sales Director at Funkwerk, a German specialist in GSM-r terminals and a long-time partner of Huawei. At CeBIT 2014, Winter talks to Light Reading about this partnership and the integration of enhanced voice trunking, video and data functions.
LRTV Huawei Video Resource Center
LeaseWeb Speaks Highly of Huawei's Datacenter Products

4|7|14   |   1:37   |   (0) comments


Rene Olde Olthof, Operations Director LeaseWeb, talks about the next data center transformation during CeBIT 2014.
LRTV Documentaries
Comcast: Reshaping the Cable Network Architecture

4|3|14   |   07:11   |   (8) comments


Shamim Akhtar, Comcast's architect and senior director of network strategy, explains why the cable company is moving to a more distributed network architecture.
Hot Topics
WhatsApp Threatens Carrier VoLTE
Sarah Reedy, Senior Editor, 4/18/2014
The Hungry, Hungry Cloud
Dan Jones, Mobile Editor, 4/22/2014
Who's Ready to Play Broadband?
Carol Wilson, Editor-at-large, 4/21/2014
What's the Magic of Private Equity?
Carolyn Mathas, 4/22/2014
AT&T Turns Up Gig Heat in 21 New Metros
Dan Jones, Mobile Editor, 4/21/2014
Like Us on Facebook
Twitter Feed