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fiberuser43206's profile

New Member

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2 Messages

Mon, Jun 13, 2022 12:02 AM

Fiber Cable Issue - ???

Our Fiber internet has been down for over 24 hours with no real expectation for when it will be resolved. Customer service is impossible to get ahold of and because an outage is reported we get nothing but canned messages back in chat. The impacted area is extremely small, which makes me worry that it will continually be a low priority to AT&T. 

With family members that rely on this connection to work from home, this is most unsatisfactory. 

How can I get better information on what is going on and when it will be fixed? Telling me it should be fixed in 24 hours and nothing else is ridiculous. 

Accepted Solution

Official Solution

ATTHelp

Community Support

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195.7K Messages

2分前

You can stay updated on the status of the outage by visiting our website, fiberuser43206.

 

Visit our Service outage info page to get the latest information about the outage. You can also sign up for text alert updates.

 

If there's anything else that you need help with, let us know. Thanks for visiting the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

tonydi

ACE - Guru

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6.1K Messages

2分前

You can't....well, not here, on the phone or on chat anyway.

The people working on it and coordinating the repair don't share info with anyone we customers get to speak with.  That's why you get canned responses, or empty sortof-promises.

If you think it's a small local outage, take a trip around your area and look for AT&T trucks.  If you find where the problem is being worked on, those guys will give you the real info.

(edited)

New Member

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2 Messages

2分前

We’ve been on the lookout for trucks, but haven’t spotted one yet. I understand that outages happen, but the complete lack of communication I cannot. When my power is out, I am notified regularly and often about the status and many times the cause. I would expect all public utilities did the same. Perhaps not. 

tonydi

ACE - Guru

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6.1K Messages

2分前

Well, AT&T isn't a public utility, although I don't think that would matter.  You'd think a company based in the communication field would understand the importance. 

One possibility (well, other than the outage being farther away than where you are looking) is that this is some sort of failure of a piece of equipment.  Like many things these days, there's a huge shortage of critical parts so if that's the cause they would be "invisible" while they wait for the part(s) to arrive.

New Member

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2 Messages

2分前

Dealing with a similar issue. For me the outage site said that the issue had been fixed miraculously at the exact 24 hour mark... Except it hasn't been fixed. My neighbors and I still don't have internet. So now we are even more in the dark for when the outage will actually be resolved. 

ATTHelp

Community Support

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195.7K Messages

2分前

Let's get your internet back online, @schreina.

 

If you've checked the outage page and your address is no longer coming up as being part of an outage, could you please perform a gateway reboot and see if your service comes back up after about 5 minutes? Sometimes, a restart may be required to get you reconnected after an outage has been resolved.

 

If you're still disconnected after restarting your equipment, please let us know and we'll be happy to take a closer look at your service with you. We look forward to hearing back from you!

 

Jarod, AT&T Community Specialist

New Member

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2 Messages

2分前

I did all that and nothing happened. Came online 5 hours later when I expect it was actually fixed. 

sanman202

New Member

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243 Messages

2分前

When there is known outage they are working on it if you see a notification about it in the Smart Home Manager or the website outage information. It's just patience and it's understood when we all have work to do or something to stream it can be frustrating. We had two outages here in about as many months and they were 1-3 days each. We knew were the problem was, it was a construction crew that cut fiber lines. While it's frustrating it happens. Getting a backup provide is something you can do or use a hotspot if working remotely. 

(edited)

New Member

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1 Message

2分前

Another company has installed their fiber lines along side ATT & damaged ATT. It is now DAY 3! I stopped a ATT rep around 5pm on Tuesday. He did not want to inform his supervisor that he had in fact an outage in our area until the next day because he wanted to go home. So he waited until Wed morning to notify anyone. At that time he turned over a list of addresses, none of those being mine or my direct neighbors. I spike with a "supervisor" who promised it would be repaired by today. Well.......... I just received a notice that they cleared the outage BUT MY INTERNET IS STILL NOT ON! It is so frustrating when you cant speak to anyone with any knowledge, help, or ability to MARK AN OUTAGE! "I can get you an appt for a tech" which turns out 11 days from when it started. I'm sorry, whaaaaaaat??? But ATT will expect my bill to be paid. And it bill expect me to be patient WHEN MY JOB IS TO WORK FROM HOME!!!! LIKE MOST OF THE PEOPLE I AM SPEAKING WITH!!!!! Screaming kid in background & dog excessively barking. This is absolute ridiculous!!!!

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