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RhysC's profile

New Member

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3 Messages

Wednesday, March 22nd, 2023 3:25 PM

Outage

​My service has been out since Monday (3/20) around 1pm ET and no end in sight with no word on what the problem is or when it will be fixed. I have tried reaching online support and calling the customer service line, got an automated messgae about an area outage and hung up on or told "we are experiencing technical issues at the moment" before the call disconnected, respectively. ​

​I'm in the Summerville, SC area and my entire neighborhood is out inexplicably. Is there any idea what the issue is and when it will be resolved? The outage map online and using the myATT app just says "24hrs" but that time frame has come and gone with no updates or information. ​

Community Support

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232.3K Messages

1 year ago

Hey there @RhysC. We understand how important it is to have internet service, and we'll be happy to help with the service interruption you've been experiencing. 

 

To get started, we'd recommend checking out our information on how to find service interruptions in your area. If you sign in, we can also troubleshoot your devices and services for issues. 

 

If you're still unable to see the status of your service interruption, please reach back out and we'll be able to check in our systems for you. 

 

Let us know if this helps. 

 

Robert, AT&T Community Specialist

New Member

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3 Messages

1 year ago

I've already checked all that -- it's a local service outage affecting my entire neighborhood and one or two neighborhoods nearby. But any time any of us call customer support to see if a repair technician has been sent out or to get more information, all we get is the automated system telling us "there's a service issue in your area" and "agents will have no more information on this matter" before being cycled back to the start of the automated system. 

I have a second job I do from home, am actively in classes via online university, and due to poor cell signal in my home I use the Wi-Fi boost that signal so I can make and receive calls. This disruption has significantly impacted these things and the absolute lack of communication at any level is unprofessional. If this outage is going to last into next week, or gods forbid longer, I'd like to know so I can switch to a provider that will a) communicate and b) actually works right now. 

Community Support

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232.3K Messages

1 year ago

Thanks for reaching back out to us, @RhysC.

 

We know the importance of having your internet service working, however we're unable to provide an ETR on when the service is your area will be restored. Our technicians are working as quickly as possibly to get this resolved. 

 

You can use our Smart Home Manager app to check on the status of the service interruption you're experiencing, and for further updated regarding your service. We apologize for the inconvience this has caused. 

 

Let us know if you have any further questions. 

 

Robert, AT&T Community Specialist

New Member

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3 Messages

1 year ago

All the Smart Home app tells me is that there is still an outage and that it will be fixed in 24hrs. It has been saying that since Monday when the outage began. 

Is there any way to get a more solid idea of how long this outage is going to be? It's been going on for four days now. 

New Member

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4 Messages

1 year ago

I think it is really odd that the internet service has been out since March 27 and they will not give a reason for why it is out or tell us when it will be resolved.  Does anyone know?  

Community Support

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232.3K Messages

1 year ago

We can look up your account and try to get details about your service outage, rmeek.

 

We'll send you a Direct Message to gather your information. Look for the chat icon in the upper right corner of the page.

 

Aminah, AT&T Community Specialist

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