AT&T Confirms U-verse 'Issue'
Light Reading Mobile editor Dan Jones contacted AT&T and, after a while, the carrier's PR firm provided a rather weak statement:
"We did have an issue that impacted some customers in the Southeast and Southwest regions for a couple of hours yesterday afternoon," wrote AT&T spokeswoman Jenny Bridges in a note to Light Reading on Tuesday. "We quickly worked to resolve the issue, and all customers were running normally later yesterday."
I'll go into detail later, but the U-verse customer service effort wasn't great in the wake of the outage. In fact, you get this feeling that the reps are more interested getting good scores on email surveys than being helpful. Just like its Web portal efforts with Yahoo, there's a pretty obvious integration problem between the long, pointless automated phone prompts and the live rep's scripted requests for account verification data.
— Phil Harvey, Editor-in-Chief, Light Reading