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New Member

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6 Messages

Mon, Jun 20, 2022 5:00 PM

AT&T Fiber service out in Durham, NC

My AT&T Fiber internet has been down since Friday, June 17 2022. I have called a few times and am told there is some damage, somewhere, and that service should be restored by Tuesday. This seems a bit unusual to me. In the 5 years that I have had this service I have never experienced an outage of this length. Is anyone else in the Durham, NC area experiencing the same outage?

Update: Interestingly, https://www.att.com/outages/ says there are no outages in my area, but my service is clearly offline.

New Member

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6 Messages

2 m前

Another call to AT&T this morning and the representative says that whatever outage there was in the area was actually fixed yesterday, yet my service is still out. So, was my issue part of a larger outage originally or just a coincidence that it went down the same day from some other issue? They can't have a tech out until Wednesday, the earliest, but the issue is apparently at street level and not in my home. Couple of things: No text message or alert of any kind was ever sent to me about the original outage, even though I am signed up for it. No messages of any kind were sent alerting me to the fact that the larger outage was fixed yesterday, which would have been nice to know. I get the impression that whoever I get on the phone is just working through canned responses and nobody actually knows what is going on. So, does anyone at AT&T know what's going on? Your alerting service needs to do better. Your troubleshooting needs to do better. These vague "something happened" responses and no follow ups are fine for the year 2000 maybe, but the reality is that many people work from home now and depend on these connections for their livelihood. In 2022 transparency is a necessity, not a luxury.

(edited)

tonydi

ACE - Guru

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6.3K Messages

2 m前

Welcome to the Wonderful World of Separate Depts at AT&T.  The phone "support" people really have no way to contact the people who actually work in the field or anyone else who knows what is going on there.  They essentially have the same tool you have.

Did you try nearby Zip Codes in the outage tool?  Recently I found that another forum member with the same "no outages" result but using the Zip Code right next to his showed a large outage that went well into his area too.  Maybe they use the "epicenter" of the outage, who knows.

Same total lack of communication with things like service/installation appointments.  You'll likely get a text from the field tech before his visit on Weds.  If something comes up and he's not going to make it, you'll hear nothing.  If you call in, they'll tell you he's still going to show up because, you guessed it, they can't communicate with the field techs to know they had a change in plans.

Frankly, it would take such a massive effort for them to change all this to something that you and I think is at least the bare minimum that I don't see that happening.  There's no incentive for them since we all put up with it.  😞

New Member

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6 Messages

2 m前

Thanks for the response @tonydi. Plugging in the nearest zip code to me, 27705, shows that there is still an outage in that area. The same outage that the most recent AT&T representative told me was fixed yesterday. It's just bonkers to me how with all this technology at our disposal we still get answers from these companies that belong in the dial-up internet era. It's akin to the water company telling me there are no issues in my area when there is a busted pipe and geyser in my front yard. It just wouldn't be acceptable.

(edited)

ATTHelp

Community Support

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196.1K Messages

2 m前

Please accept our apologies for the service loss and your experience with  our support team, durhammites.

 

If you still need help with your Internet after the appointment on Wednesday, we'd be happy to take over here in the Forums. Let us know if there's any other aspect of your account you need help with in the meantime.

 

Thank you for visiting the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

New Member

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3 Messages

2 m前

One of the most common reasons your AT&T internet keeps disconnecting is weak network signals. The strength of your in-home Wi-Fi network signal determines the performance of your wireless connection. Lacking signal range is often the cause of an unstable internet connection.

tonydi

ACE - Guru

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6.3K Messages

2 m前

You aren't helping @nelsonbridgeman.   🤦‍♂️

New Member

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6 Messages

2 m前

(Edited per community guidelines)VED: So, the issue was that the fiber line was actually cut. I finally got someone out here yesterday who explained that whoever was working across the street burying more fiber, it was apparently not AT&T directly but contractors, hit the line and went home for the weekend. It's currently "fixed," but requires AT&T to come out again to actually replace the line. The dude that came out was super helpful and explained exactly what he did to get me back online. It was offline for 6 days. If we didn't have Spectrum as a backup we would have been (Edited per community guidelines) as far as work. But, I guess that's why we have a backup in the first place.

(edited)

tonydi

ACE - Guru

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6.3K Messages

2 m前

@durhammites   That's terrific news!  Now, let's hope that the inept contractors that AT&T seems to favor for doing burial work can get yours done without cutting it again.  🙄

Oh, and kudos to the forum's profanity filter for censoring what I suspect was the word solved. 

(edited)

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