2 Messages
Wifi outage for over a day, and I'd like answers.
For context: I have recently gotten two foot surgeries within a month, and my mom is in the hospital from heart surgery. Over a day ago we received a text stating an outage in our area - literally within our couple blocks. We are given no other information - I have called, I have used the virtual assistant, we have restarted everything. Our phone hotspots are not strong enough because our 5G also (Edited per community guidelines), despite multiple agents coming out. Why are we not given ANY information on who is working on it, any kind of updates, why there is an outage? I understand it takes a bit but this is ridiculous as my dad needs it for work. We pay for it and to have AT&T give absolutely no options for information regarding outages is insulting. I know companies don't really care about their customers but this is incredibly frustrating. I want answers and I want to talk to someone who can actually get someone to fix it. It's crazy to have no number or any kind of update online on the outage. All it tells me is that there IS an outage - I already clearly know that. At least local energy suppliers give online updates. It said it was to be fixed by 11 p.m. yesterday, which has long passed.
kgetsanderson
2 Messages
18 days ago
I finally was able to get some kind of update from an agent contacting the outage department. Why was this not shown as an option anywhere? The automatic response said that agents have no way of getting info about outages, yet after trying multiple times I was able to at least find the reason for why there's an outage.
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ATTHelp
Community Support
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232.9K Messages
18 days ago
Hi @kgetsanderson,
We completely understand your concern and would like to help. Let's get the assistance you require.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page [www.att.com/support/contact-us/], and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for contacting AT&T Community Forums,
Tess, AT&T Community Specialist.
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my thoughts
Former Employee
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22.5K Messages
18 days ago
Outages can be caused by many things including natural disasters such as hurricane, tornado, wild fire, OR animals such as squirrels, rabbits, mice, deer, wasps, etc where wiring as been chewed or damaged, OR human action such as digging, auto accident, bombing, gas line explosion, etc that damaged physical property and related wiring.
The actual cause would not be known unless makes the local news, the group(s) of departments necessary to resolve would not be made known including possible contract crews needed and / or permit from local government offices.
Home internet is for entertainment purposes, there is no SLA (service level agreement) that businesses have where they thousands every month for service. This in an outage area restoring business services would be the priority, residential services could be out for a week or more depending on the issue(s).
If internet is vital for work from home, schooling, etc then need to be responsible in securing a 2nd provider for backup (redundant) service which could be local cable company, FWA product from cellular provider such as T-Mobile, Verizon, US Cellular, etc or satellite internet from company like StarLink.
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