Tutor
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7 Messages
Fiber Internet down, inaccurate trouble tickets
My fiber Internet has been down since Thursday night. After calling customer service, they identified a reported outage in the area and said they were estimating 4-6 hours to restore service. After checking online the next day, the status showed everything was good - outage cleared. I still didn't have service. Another call to customer service and they send a "customer advocacy and service" technician. He checks the fiber, and actually upgraded my gateway to the bgw320. Still nothing. He tells me that even though they fixed the general outage, there are a few customers who are without service and they were working feverishly to fix it. So Saturday rolls around with no service. I check the website for outage updates and they report everything is good ( which it isn't). I check the outage history, and the techs are closing out the trouble tickets to give the impression that everything is good. For example, they will report an outage starting on Saturday morning at 8 and record it as resolved by 4pm - but it's only 10 am. And as each day progresses, they keep closing out trouble tickets ahead of time. It is Sunday night, and my wife who works online as an interpreter has lost 3 days of work because of the down service. I get the impression that they won't fix anything until after the President's Day holiday. I seriously doubt that it will be a priority for them even then. I get that if they are short personnel and can't fix the issue,or even if they don't have people because they have the weekend off, but they should just let the customer know so we can find alternatives instead of trusting techs that promise feverish effort. Customer service is no help: they just keep telling me to unplug the gateway or download the app. The "customer advocacy and service tech" that gave me his card and told me to contact him if there was anything I needed ignores my calls. I just think it's shady how they close the tickets to appear that they are actually working. I guarantee they will expect payment for a full billing cycle even though at the current rate I could be down for a week. Beyond frustrated.
ATTHelp
Community Support
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232.9K Messages
5 months ago
Hi @jjackd6! Thank you for reaching out to us. We understand that you're facing issue with your internet connection. We hear you, and happy to assist you.
Please visit our website to check for an internet outage. Enter the zip code and required details to get to know more details about the outage.
Sign up for updates about your outage, and we’ll also let you know when it’s over. Here’s how:
If you can't connect to the internet and there’s not an outage, a system restart may get you going again. Press and release the power button on your Wi-Fi gateway, All-Fi Hub, or modem. Or, you can unplug your equipment and then plug it back in.
The restart can take up to five minutes and affects all services that use your internet including phone and TV.
For more information please visit our website about check for internet outages.
Also, try resetting your Wi-Fi gateway to original settings.
Heads up: Be sure to jot down your custom settings, like your static IP address if you have one, or your Wi-Fi network name (SSID). You can then change them back after the factory reset.
Let us know how it goes.
For further assistance we're here to assist you.
Thank you.
Emma, AT&T Community Specialist.
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gr8sho
ACE - Professor
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5.7K Messages
5 months ago
@jjackd6
Att will give credit if pressed, but that’s a small consolation given the importance of the service.
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chanty88
1 Message
1 month ago
Service has been down in our neighborhood for going on 6 days now. I have reached out several times to customer service and have been given the runaround each time. My wife works remote, we can’t have random week long outages with no timeframe for fixing - we will be canceling our service first thing Monday morning.
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dave006
Scholar
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4.2K Messages
1 month ago
I hope you realize that your AT&T Fiber service is for residential use and not business. If your wife's job or income is dependent on having Internet access you should have a backup Internet service. The alternative is to have Business Fiber with a Service Level Agreement (SLA) with specific time frames for restoration of service.
https://www.att.com/outages what does it show for your outage? The CSRs at 1-800-288-2020 don't have the details on your individual address and this is a holiday weekend. So you have been without internet for what 2 business days?
This is Monday morning so why have you not cancelled vs posting here. This is a public peer to peer support forum and not a formal AT&T Support path.
Dave
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