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Thursday, July 23rd, 2015 6:57 PM

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AT&T Internet Outage & Loss of Service - AT&T Community Tips & Solution

Learn how to track an outage and what to do when your service is not working

Free Error Not Found photo and picture

So, what can cause an outage? A lot of things! During my time with AT&T, I have seen and heard it all. One time a car hit one of our utility boxes. Someone was digging a hole and went through our cable. A tree fell and hit a line. Or there was a neighborhood power outage that just knocked everything down.  Outages suck, I get that for sure!

Heads Up: While an outage may not appear on the app, it does not mean it will not appear later. Check again in a few hours to be safe. 

When an outage happens, we know you want to know, "When will it get fixed." The simple answer, AT&T will do its best to resolve these issues as fast as possible. Outages may be resolved in a few hours or it could days, depending on what caused it in the first place. The long-winded answer, depending on the damage will determine the fix.

After major storms, it can a bit longer to get service back up because of how widespread a storm can be; it affects a lot of neighborhoods. These big storms

can also affect power companies. This means until power is back, service will be impacted.

Safety is our number one priority and if an area is unsafe, it can delay the repair.

Please note, depending on where the damage has occurred will determine if you see technicians or not. A line may have been cut miles away which means you may not see AT&T personnel in your neighborhood. Or it could have occurred inside one of our central offices that hosts some of the equipment that services the area. 

Learn how to track an outage

  • Seconds Count! Find out if you are in an affected area by visiting att.com/outages. Sign In or put in your information and the site does the rest.
  • Outage Alerts - You can also sign up for outage alerts so you're always in the know. From the account screen, just toggle which alerts you want to turn on for either calls or text or both (shown below).

Please note: Our inside teams do not have all the details on what caused an outage, just information there is one. Our field teams will address the issues and work to resolve them as quickly as possible. All time-frames are estimates.

Text/ SMS Alerts from 937-65(93765)

If there is an outage, we will try our best to let you know.

After an outage (Support Tools & Scans)

Normally resetting your modem by pressing the red button in the back for 10 seconds gets you back in service.

If that does not help, use our Internet Support Tool to run the same scans our internal teams do and can even schedule a tech for you. Not just that, it is much faster than calling in.  

Other Resources

David & ChrisZ, AT&T Community Specialist 

 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

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Community Support

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6.7K Messages

9 years ago

Find out how to check if you're in an outage both online and with your phone using the myAT&T app. Get your quick easy steps here.

 

Don't forget. you can still watch your favorite show with the U-verse app!

 

 

David, AT&T Community Specialist  

(edited)

Administrator

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979 Messages

9 years ago

If you’re experiencing an outage that is affecting your AT&T U-verse service, learn how the Troubleshoot & Resolve Tool can help determine the issue.

Contributor

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1 Message

8 years ago

Service been down since 530 yesterday...can't get any time for fix..anybody know anything?

Community Support

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6.7K Messages

8 years ago

Hi @dolan408,

 

We are sorry about the issues you are having with your service. To check to see if you are in an outage or get any updates on it, you can use the myAT&T app. Here is a post that goes over it more.

 

-ATTU-verseCare

Contributor

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2 Messages

8 years ago

I am having the same issue and I cannot get an exlanation as to what is wrong or how long until it is going to be resolved.  This is the third day.

Contributor

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2 Messages

8 years ago

I would also like to mention that this is not SOLVED.  Just because the ATT says check their app does not mean they fixed the issue.

ACE - Expert

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35.8K Messages

8 years ago

@saeller, this is a forum for communication among and between AT&T customers.  The reply to the original post (OP) tells one how to go about investigating an outage condition, and as such is a solution to the OP.

 

Posts in these forums should not be considered customer service tickets or official problem reports, thus are not tracked and are not technically related to whatever technical issue may have caused the OP to be created.

 

Contributor

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2 Messages

8 years ago

At least we know we're not alone, going days without service.

Contributor

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3 Messages

8 years ago

ATT outage for two days and no resolve on time table need enternet office is at my house. Mesquite tx 75149

Contributor

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3 Messages

8 years ago

ATT outage mesquite area my home system not working home business located at this office need the net back up working on another net at this time. Call news net for more information.
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