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AT&T U-Verse Outage Review

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It seems that us, like many people suffered the long AT&T You-Verse outage. The outage lasted much longer than it should have; 5 days longer in fact. In terms of the quality of service that AT&T provides, this was unacceptable.

September 10, 2011, a normal Saturday morning just like any other went bad when I tried to access my AT&T internet from my AT&T U-verse connection. Even after all the rigorous troubleshooting I did, I could not get a connection. I soon found out that my entire system was not working. My internet, TV, voicemail, phone and fax; everything was down.

In an attempt to get everything back, I successfully rebooted the gateway only to find that the service was still down. Just like any other customer, I contacted AT&T customer support only to find a machine telling me that there were a large number of calls. I had to wait almost half an hour just to get through to a customer support agent.

Once through, they told me that that my gateway had to be replaced because it failed – fair enough. As I expected, the customer support agent handled it with professionalism and a kind tone. However, the customer support agent then told me that because they ship via UPS, I could not get my new gateway until the coming Monday or Tuesday (3 days later).

I told the customer support agent that this was unacceptable. It was the weekend and I wanted to spend it relaxing at home; a lack of services would just ruin my weekend. I politely asked them if a technician was available in the nearby area who could deliver it to me. I even asked if there was an AT&T store nearby so I could exchange it. Because it was Saturday, there was no technician available. To call a technician would cost me $180.

I accepted the fact that this would take some time and told myself that I would probably be compensated for the loss of services. So like anyone else, I asked them about it.

Furthering insult to injury, they told me that I would have to contact the billing department WHEN I got my services back.

By Wednesday (5 days later), I still had no services. Yet again I called customer support to enquire about where my gateway was. After I talked to a number of customer service agents, I was told that the gateway that had been shipped to me had been lost. After forty minutes, they finally decided to send a field technician to my house. This technician came around 7pm and the funny thing was that he was confused; more so than I was.

Here is the funny thing; the technician said that he services my area on Saturdays as well. Here is where it gets even better. The technician told me that because the problem had been verified by technical support, I wouldn’t have even had to pay for a technician to come out on Saturday. He stated that AT&T would never let its customers just hang and wait.

After forty minutes, he finally serviced everything and my services were back up and running. Everything was now fine and dandy again.

On Thursday, I received an email from AT&T that explained to me how I will install the new gateway I got and also state my customer service experience. My old gateway was dead, I never got a new one delivered and a technician came to install a new one himself. Why would they send me this?

What started off as a complaint became a huge tragedy. I really do like my AT&T internet, especially my U-verse, but to have to go through all of this is unacceptable. Then, by sending such an email, it seemed to me that AT&T was presumably mocking me.

It’s understandable that electronic devices fail and I am not blaming them for it. What I am blaming them for is the bad service, the wrong information and the mocking email. I had to endure five days of this and received no compensation; over the weekend too. This is not how it should be. My AT&T U-verse outage lasted five days more than it should have.

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