Update: AT&T Says U-verse Service Restored to All Customers
By: KARK 4 News
Updated: January 24, 2013
Update (Jan. 24, 3:00 p.m.):
AT&T says service has been restored to all U-verse customers.
Officials at the communications company sent the following update Thursday afternoon:
"U-verse service has been restored for all customers affected by the outage. The software problem causing the issues was resolved by AT&T engineers early this morning. We are not pleased it took so long to fix the issue. AT&T will provide a credit to customers who were affected. We know our customers count on their U-verse service and we apologize for the inconvenience."
Update (January 24, 7:55 a.m.):
Service is reported to have been restored for most of AT&T's U-verse customers, many of whom have been without for two days or more.
AT&T posted the following announcement shortly after 7:00 this morning on its U-verse Facebook page:
"U-verse service has been restored for the vast majority of our customers affected by the outage. We expect any remaining customer issues will be resolved this morning. We will provide a credit to customers who were affected. We know our customers count on their U-verse service and we apologize for the inconvenience."
Update: (Jan. 23, 8:00 p.m.):
AT&T has issued the following statement regarding its recent U-verse service outage:
"The length of this disruption is unusual, however we are making progress in what is a complex issue related to a software upgrade. We have made solid progress to resolve the issue and continue working hard to get service completely restored. The problem is complex and even though it is spread across multiple locations in the Southwest and Southeast regions, it is not impacting large numbers of customers. However, we know any customer experiencing a problem is one too many."
The company says it will have more information regarding customer credits in the future, but that "AT&T plans to take care of our customers as always."
Update (12:50 p.m.):
AT&T has revealed that about 74,000 customers are affected by a U-verse service outage we've been telling you about since Tuesday.
The company issued the numbers in this latest emailed statement about the situation:
"AT&T customers in some of our markets are experiencing issues with U-verse service. This issue currently affects less than 1 percent of our U-verse subscribers*, but that is too many and we are working hard to fix this. We are making progress in resolving the issue which is related to a server complex, and are working to determine when service will be completely restored. We apologize for this inconvenience."
*There are 7.4 million total AT&T U-verse subscribers (TV and high speed Internet) in service as of 3Q12, according to an AT&T spokesperson in Little Rock.
Update (11:25 a.m.):
The AT&T U-verse Facebook page continues to be flooded with complaints by customers about no service, in some cases, for days.
A number of people have posted that they rely on the U-verse internet for their business or to work from home while others say they're closing their accounts and finding another provider.
So far today the company's only response has been the following via email:
"We're working to restore services as soon as possible and we apologize for any inconvenience to our customers."
While the company has described the outage as affecting a "limited number" of customers, a customer's post on their Facebook states the following:
"I was told by customer service it is more than 2 million people. To me, that is more than "some."
Click here to visit the AT&T U-verse Facebook page.
Update (Jan. 23, 10:00 a.m.):
The company's most recent statement about the outage was posted about seven o'clock last night on their Facebook page as follows:
We know that a limited number of customers are experiencing trouble with their U-verse service. We're working to resolve remaining service issues as quickly as possible. At this time, we've identified an issue with a server that supports U-verse. Some impacted customers may be able to restore service by powering down and restarting their Residential Gateway. We are listening to your comments and will keep you posted as new information becomes available. We sincerely apologize for any inconvenience.
Update (Jan. 22, 2:00 p.m.):
More from AT&T via email:
We're having an issue with a server that supports U-verse. The issue has impacted a limited number of customers in some of our Southwest and Southeast region states. We have been working around the clock and are making progress on resolving the issue. We apologize for any inconvenience to our customers.
Original story (January 22, 1:40 p.m.):
An unknown number of AT&T U-verse phone, internet and television service are affected by an outage.
The problems apparently started in an unknown number of areas across the country early last night.
Posts on social media sites like Facebook reveal customers are affected in at least Arkansas, Florida and North Carolina.
Company officials are saying very little about what the problem is, sending the following statement via email:
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.
AT&T says service has been restored to all U-verse customers.
Officials at the communications company sent the following update Thursday afternoon:
"U-verse service has been restored for all customers affected by the outage. The software problem causing the issues was resolved by AT&T engineers early this morning. We are not pleased it took so long to fix the issue. AT&T will provide a credit to customers who were affected. We know our customers count on their U-verse service and we apologize for the inconvenience."
Update (January 24, 7:55 a.m.):
Service is reported to have been restored for most of AT&T's U-verse customers, many of whom have been without for two days or more.
AT&T posted the following announcement shortly after 7:00 this morning on its U-verse Facebook page:
"U-verse service has been restored for the vast majority of our customers affected by the outage. We expect any remaining customer issues will be resolved this morning. We will provide a credit to customers who were affected. We know our customers count on their U-verse service and we apologize for the inconvenience."
Update: (Jan. 23, 8:00 p.m.):
AT&T has issued the following statement regarding its recent U-verse service outage:
"The length of this disruption is unusual, however we are making progress in what is a complex issue related to a software upgrade. We have made solid progress to resolve the issue and continue working hard to get service completely restored. The problem is complex and even though it is spread across multiple locations in the Southwest and Southeast regions, it is not impacting large numbers of customers. However, we know any customer experiencing a problem is one too many."
The company says it will have more information regarding customer credits in the future, but that "AT&T plans to take care of our customers as always."
Update (12:50 p.m.):
AT&T has revealed that about 74,000 customers are affected by a U-verse service outage we've been telling you about since Tuesday.
The company issued the numbers in this latest emailed statement about the situation:
"AT&T customers in some of our markets are experiencing issues with U-verse service. This issue currently affects less than 1 percent of our U-verse subscribers*, but that is too many and we are working hard to fix this. We are making progress in resolving the issue which is related to a server complex, and are working to determine when service will be completely restored. We apologize for this inconvenience."
*There are 7.4 million total AT&T U-verse subscribers (TV and high speed Internet) in service as of 3Q12, according to an AT&T spokesperson in Little Rock.
Update (11:25 a.m.):
The AT&T U-verse Facebook page continues to be flooded with complaints by customers about no service, in some cases, for days.
A number of people have posted that they rely on the U-verse internet for their business or to work from home while others say they're closing their accounts and finding another provider.
So far today the company's only response has been the following via email:
"We're working to restore services as soon as possible and we apologize for any inconvenience to our customers."
While the company has described the outage as affecting a "limited number" of customers, a customer's post on their Facebook states the following:
"I was told by customer service it is more than 2 million people. To me, that is more than "some."
Click here to visit the AT&T U-verse Facebook page.
Update (Jan. 23, 10:00 a.m.):
The company's most recent statement about the outage was posted about seven o'clock last night on their Facebook page as follows:
We know that a limited number of customers are experiencing trouble with their U-verse service. We're working to resolve remaining service issues as quickly as possible. At this time, we've identified an issue with a server that supports U-verse. Some impacted customers may be able to restore service by powering down and restarting their Residential Gateway. We are listening to your comments and will keep you posted as new information becomes available. We sincerely apologize for any inconvenience.
Update (Jan. 22, 2:00 p.m.):
More from AT&T via email:
We're having an issue with a server that supports U-verse. The issue has impacted a limited number of customers in some of our Southwest and Southeast region states. We have been working around the clock and are making progress on resolving the issue. We apologize for any inconvenience to our customers.
Original story (January 22, 1:40 p.m.):
An unknown number of AT&T U-verse phone, internet and television service are affected by an outage.
The problems apparently started in an unknown number of areas across the country early last night.
Posts on social media sites like Facebook reveal customers are affected in at least Arkansas, Florida and North Carolina.
Company officials are saying very little about what the problem is, sending the following statement via email:
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.
Comments
Was told by the ATT CSR I chatted with earlier that the root cause is that the DHCP service is restarting every 10 minutes. Residential Gateways that attmept to authenticate during the "uptime" are receiving IP addresses and service. If your RG attempts to auth during a restart period, then no dice and no service for you. Might just be more spin though, no telling.
cmccloud c.
January 23, 2013 at 11:53 am
