Uverse and Internet issues

I can’t tag for support by the way…your page kept crashing saying “we had an issue”… go figure. 

This is the typical bandwidth (note the 10Mbps upload) when we do have service, regardless of what device is testing or if it’s hardwired or via WiFi  

And this gem is what we see more than we see a picture.  It’s great.

Oh, and this gem while troubleshooting because, you guessed it, ATT hung up on us and won’t complete a support chat…

Hi @JCZL, 

We understand you’re having issues with your U-verse and internet services.  Let's get the assistance you require.

It’s certainly frustrating when channels pixelate, audio drops, and overall service quality is unreliable. Let’s try to troubleshoot the issue and see if we can improve your situation:

Sometimes widespread issues affect entire areas. You can check if there’s a wireless or internet outage affecting your service by visiting the link https://www.att.com/outages/ . If there’s an outage, our technicians  will work to resolve it as quickly as possible. You can sign up for updates about your outage on that page as well.

A system restart may help. Press and release the power button on your Wi-Fi gateway, All-Fi Hub, or modem. Alternatively, 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. 

Let us know how it goes.

For further assistance we're here to assist you.

Thank you for contacting AT&T Community & Forums!

Jennifer, AT&T Community Specialist.

Literally every piece of hardware has been unplugged and plugged back in multiple times.  Service is still garbage.

Most stations are up (maybe ~80%) right now, but changing channels means sitting on a blank screen from anywhere between 1 and 3 minutes before picture and sound start.  Internet is worse, we have to just turn off WiFi on all devices that we can and just use cellular.  We don't use ATT for cellular, so it actually works.

The service outage check says no outage, but I trust that even less than the ATT manager that was supposed to be reaching out, which is zero. ATT told us for 4 days there was not outage and only admitted they were having issues after enough people complained to the FCC or dropped services I guess.

Hi @JCZL! Let's get the assistance you require.

After reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page [ https://www.att.com/support/contact-us/ ] to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

Thank you for contacting AT&T Community Forums,

Rob, AT&T Community Specialist.

Yeah, that’s what I’ve already done. I’ve tried to chat multiple times and it always disconnects me as soon as one of the wildly unhelpful agents connects.  I called and sat on the phone for >30 minutes and was disconnected by the agent when they finally connected.  And I’ve reached out over social media, which is where I was told by one of the wildly useless and lying folks at ATT that a “supervisor will be reaching you out within the next 24 hours.”  Which…you guessed it…hasn’t happened. Would never have guessed that. 

Maybe you can get someone there at ATT to actually do their job and talk to a customer or even fix the service issues here without telling us that 1) everyone in the local area having constant service issues needs a tech to visit us for $200 because we don’t have any HW issues, and 2) acknowledge that there is an issue with your service.

and I guess while I’m at it, I need somebody to figure out how they’re gonna start reimbursing or crediting customers for their lost integrated services because, let me tell you, $10 does not cut it. You’ve already lost my business moving forward, this sure isn’t helping your case. 

this is from my last wildly unsuccessful attempt at getting help from ATT. 

Yay!!!  Back to no TV service! I love ATT!!!