08-08-2012 07:03:07 AM
They have not let just you down, they have let us all down. Ihave not had service for 4 days now and can't get any answers from them. They are not even answering the phones at tech support. just a stuped recorded message.
08-08-2012 07:49:52 AM
08-08-2012 08:12:02 AM
08-08-2012 10:24:54 AM
08-08-2012 10:52:50 AM
San Diego same story - 3 days out and now the recording doesn't even mention a problem. I telecommute and am having to use the public library as an office. On hold over an hour this am and then mysteriously disconnected to "If you'y like to make a call..."
08-08-2012 12:48:35 PM
Same problem near Houston, Texas. This is just disgusting. Like seriously, 3 days out of service. Each day I've called only to listen to the same OLD prerecorded message. I'm so glad I will be moving back to college soon to get away from this crap. The internet provided by AT&T to my current house is the only kind of net we can get other than dial up...eww....since we live in a rural area. But hey, at least dial up would probably still be working right now. AT&T, you are terrible at keeping your customers up to date and satisfied. Get this crap fixed, discount every1, free for a year would be excellent, considering that its NATIONWIDE. DO YOU REALIZE HOW MANY PPL THATS AFFECTING AT&T???
08-08-2012 01:01:05 PM
AT&T probably lobbies the press to keep it on the down low....
Searching for answers, i found this in the meantime.
If AT&T was as open about THEIR OWN faults as Earthlink here, I think the customers would be alot less upset. The fact is, that they try to hide it, that ticked everybody off.
08-08-2012 01:11:22 PM - last edited on 08-08-2012 01:19:04 PM by Phil-101
To add Insult to Injury I just got an email from a 3rd Party to take an Online Survey to rate AT&T High Speed Internet.
[Edited to comply with Guidelines]
08-08-2012 02:06:25 PM
Why can't they just be open and honest and let us know what is going on? Leaving us in the dark is worse, than at least some form of communication as to what is happening!! I telecommute and am losing money each day its down, will they pay me???
08-08-2012 04:26:39 PM
Hi, I am in Walnut Creek, California and we have been without DSL service since Sunday. When calling tech. support, I am told that there is an issue with the authenication servers and it is being worked on. When will this issue be resolved? Can I get tech. support to my home? Can I get a refund for the days that I am without service? Frustrated and Aggrevated.
08-08-2012 07:50:29 PM
The non caring buffoons at ATT are no help at all. Finally got it working by reseting my modem starting the DSL set-up from scratch. Had to re-enter my wifi security, but it was well worth it. Internet is fine now.
08-09-2012 01:19:01 AM - edited 08-09-2012 01:20:39 AM
Less talk more action:
Step 1: Go to your local tv news websites (CBS, NBC, ABC, and FOX) via a free wifi source in your area.
Step 2: Find the link to submit local news tips and link to this forum webpage as a source link. Explain the horrible job AT&T is doing in regards to informing their customers of the issue.
I have already submitted this to every Chicago area local news channel on 8/9/2012, so please do the same in your own part of the country.
08-09-2012 05:17:26 AM
Don't wait for AT&T!
Just try to reset the Password to your DSL Modem yourself like I did and others have posted here by creating a new Broadband Connection.
Then launch your Intrrnet Browser and you should get a page that takes you to the AT&T Password Reset Tool. Follow the steps to reset your Password.
You will know you are getting close to resolution once the Internet light on your DSL modem starts flashing Green.
In my case I had to reboot my PC and fo back to the Reset Tool page so it could finish applying my new Password but once the Setup was done I was able to get my DSL to work.
08-09-2012 07:15:54 AM - edited 08-09-2012 07:18:20 AM
I live in Ohio and my internet came back about 1am last night after about almost four days.. I am really disgusted by the way att handled this situation...I was the one who found out we can watch internet through broadband network.. NO zero help from att letting their customers in on this valuable information.... YOU SUCK ATT
08-09-2012 10:18:05 AM
08-09-2012 11:09:20 AM
I just called AT&T Support at #800-288-2020 and when I asked the Robocop that I had an Internet Issue the Recorded Message for Internet Tech Support now acknoweldges an issue with the Modem Passwor Reset and tell customer to go to the following website to reset their Password
If above URL gets blocked by the Dream Polce when you launch your Internet Browser it should take you to the same page.
Basically DO IT YOURSELF
08-09-2012 06:22:11 PM
Whoever posted the reset of password was a godsend.
I went into my Gateway router using http://gateway.2wire.net/
Clicked on Broadband Link
Clicked Advanced Settings and input my router password
I realized my username was no longer my correct att email address.
I changed it to my att.net email address and clicked save.
My DSL connected.
Opened another browser window and it took me to the password reset tool.
Followed instructions and now I am back up.
08-09-2012 10:27:49 PM
THIS IS WHAT I KNOW
1. YOU CAN GET A TECH IF YOU STAY ON THE LINE AFTER THE MESSAGE HAS STOPPED. (if your tech does not know the solution, tell them that the solution that you need to try is 1. reset my network pw 2. reconfigure my modem with the new information
2,THERE IS THE SOLUTION,
THIS WORKS IN THE MAJORITY OF THE CASES FOR THOSE AFFECTED BY THE OUTAGE.
I believe the only solution is to reconfigure your modem with your username (primary member id with att, listed on your bill as an email address ending in @att.net or sbcglobal.net or pacbell.net etc) and the dsl or network password.
Go to att.com support and reset your NETWORK password not your account pw that is used to sign into your email.
It will be six characters three letters and three numbers.
connect your pc to the modem directly to access the modem's GUI or menu
in the address bar type in 192.168.1.254 to access the modem.. This is the ip address for 95% of att modems. the other is 192.168..0.1 for the speedstream modem only.
Go to login also known as pppoe. location varies by modem and there are instructions for all on the att.com support site if you can login with your att email address (primary userid) and the pw u use to access your email or your bill.
THIS WORKS IN 99% OF THE CASES OF THOSE AFFECTED BY THE OUTAGE.
I will help as many of you as I can tell me your modem and I will post instructions for you.
08-10-2012 03:10:13 PM
Anyone get word on what caused this? I kept hearing it was only the southeast but I'm in California. We finally got back after the recorded message stopped being played; we were on hold for 40 minutes and got a tech to walk us through changing passwords and rebooting the modem. But we were out for over three days. Why?
08-11-2012 08:35:35 AM
Aside from my weekely phantom ATT DSL going out.....
This has going on for the past week (today is Aug. 11th) I finally called ATT on Thursday. They run their basic spcheel. Even go as far as suggesting that I need a new router\modem (which is wrong) They submit a repair ticket for someone to come out to my house on Friday 10th 4-8. Noone, arrives. Finally 8pm rolls around I call them and get Sally from India on the phone. She looks into the ticket and finally decides to tell me that there is no tech coming and that they are repairing the issue as we speak from a different location. (WTHeck just wasted a Friday night at home for nothing, thanks ATT) I go on to ask her what the problem is and she mumbles something about California, and Texas. I ask if there is an OUTAGE in MY area.. and how Cali and Texas would affect me. She can't answer my question because she doesn't know. Anyway she told me that she is positive my internet will be back on today (Sat.) Well.. It's on... Just 0.19 Mbps download 0.41 Mbps upload. hah!!! Real funny!!!
It's nothing new with my experience with ATT. Luckily my contract with them ends next month. So I will be taking my money elsewhere. Good bye and good riddance ATT.
ALSO BE SKEPTICAL IF THEY TELL YOU THERE IS SOMETHING WRONG WITH YOUR MODEM or ROUTER.
08-11-2012 08:55:16 AM
When you finally do get someone at support and they go thru the same old spill wanting you to unplug the modem and plug it back up. Then after two or three transfers to someone higher up only wanting to send you a new modem.Every time my DSL is down they say my AT&T modem is defective only to find out the problem was not the modem. And while all this is going on they have the nerve to try to sell me other services.They can't keep DSL up why would I want more of their junk.
08-13-2012 04:51:41 AM
Received a call from a local AT&T technician after three days of reporting the issue. The outage is due to authentication by the system of the users gateways. There is a problem in the fiber optic line and AT&T is suppose to be working around the clock to repair. Calling today for an update.
08-14-2012 01:34:18 AM
I suffered thru a month of 8.S. from AT&T - blaming me, making me change filters, phone cords, restart this restart that, please hold - every day for a month I called when the connection when out for more than 30 minutes - always ~2-4pm and 6-7pm, other times not as long but still unreliable. Enough was enough, now I am with that other method of getting the internet - and lets just say one word, ok 2, reliable and fast. NUFF SAID, let you feet speak to your dissatisfaction. I got two robo calls, one saying finally it was a "Network Problem" the next day one saying it was fixed. Same thing happened for the next two days - semi random outages - so bye bye old problematic friend. No more 45 minute wait times to be told it is my fault. No more credit on my bill for crappy service. No more random inability to function in a modern age.
02-14-2013 08:46:45 PM
I just wanted to contribute to this conversation for those who experience an "outage" from att. I've been out of dsl service for 3 days and pretty much the same response from these guys. They've been telling me that the issue is scheduled to be solved the following day and of course it doesn't happen. I got fed up of calling and getting the same lame excuse from the "technicians" so I grabbed my smartphone and looked for something that could help me fix this problem. Thankfully I found this forum and the solution posted by some of the folks here actually works.
I put a new modem password on the advanced settings of the gateway router and then ran the setup wizard. After that I re-opened a new browser session and I got prompted to the network password tool -I guess a new network password has to be generated-. After that I was back in business. You may have to re-start your pc for the settings to take place.
Thanks a lot for those of you who post these solutions, it's a shame we as customers have to fix a problem that our service providers should be taking care of. By the way, as soon as my contract is over with these bozos I'm switching over to Centurylink.