Englewood, CO [ Edited ]

[proyer]

Having same issues here in Englewood, CO area.

Was out of service for a few hours yesterday and now today I'm having issues again.

6 other employee right around me are also having the same issues and we all have differnet phones, so I doubt that all of our phones are going out at the same time.

Phones keep jumping in/out of "searching" mode.

<CM Edit - new thread created/subject updated>

[jamileh]

I'm not aware of any issues in that area at this time however if multiple people are experiencing the issue I agree that it's not a phone specific issue. 

I'll see what I can find out. 

Please feel free to update this thread if that situation changes. 

[janiea]

Same problem in Gunnison, CO....Since I can't make or receive calls, I am hoping someone from ATT reads this.  We have 3 phones on ATT network....definitely a network problem.

[janiea]

Did a CHAT, but was told that I would need to Voice Call...can't do that as I only use a cell these days.  Really frustrating when the CHAT rep could not relay the message.

[jamileh]

Thanks janiea - I agree, that is frustrating and I'm sorry the chat rep wasn't able to completely help you. 

How long have you been experiencing this? Is it intermittent like proyer indicated?

[janiea]

All day!  I got through 1 time at noon.  I have the same problem as Englewood, CO and we are 4 hours West of them.  Sometimes I got a 'Network Busy" error message.  Absolutely no way to make or receive calls, no voicemail either.

Thanks for trying to help us!

[jamileh]

Thanks for the additional info. I'm looking into this. 

[janiea]

Thank you!!!  There really needs to be someway to contact support thru CHAT instead of getting a customer CHAT rep who tells you to call it in.  Finally got a Facebook response....they are aware of the situation and working on it now.

[Dellman87]

Funny that you mention that. I was just with my girlfriend who is off of {Personal content removed for your safety}. Same thing happened today. Horrible data speeds and really bad connection. I asked twitter att rep about it, she said there was an outage but it was corrected. I doubt that. Everywhere i go, 80111 / 80526 have bad speeds and connections... 

AT&T is doing really poor with service and speeds...

[jamileh]

Thanks for the additional information dellman!

[janiea]

Spoiler

Day 2 without service....normall not a big deal, but we have up our landline a few months ago.  Finally received an email from AT&T last night.  They tried to call via cell-DuH!!!  There is a degraded tower...they have no idea when it will be fixed and no information. 

I am reequesting a credit for all phones on my family plan for each day without service. I do realize that things happen, but the customer service was beyond bad...wrong dept. with whom to CHAT.  CHAT rep (James) would not forward my message or make the call to his own company for me.  I felt this was unacceptable.

[jamileh]

I'm sorry you're still without service and that the customer service experience wasn't great. 

[janetfl]

We haven't had cell phone service since yesterday either and I can't find any information that addresses the problem.  Hopefully someone from AT&T will advise us.

[janiea]

Really just would like an update if you can get one.  Thanks!

The transcript of my conversation should be used as a training tool..  One should not ever tell the customer that a message could not be forwarded to someone in the same company.  He had the number available, but would not make the call.  He said he could transfer me, but could not tell them the problem. 

[janetfl]

I am in Gunnison and would love an update, too.  Surely someone has information on what we can expect in the way of time to resolve this problem!

[jamileh]

I am waiting for an update and will share info as soon as I have it. I know this is frustrating.

[janetfl]

Thank you!  It's frustrating for me but at least I have a landline.

[janiea]

I recevied an email stating " that it is a degraded tower-no definite timeframe, but perhaps today.  Keep checking your phone."

[jamileh]

---

janiea wrote:

I recevied an email stating " that it is a degraded tower-no definite timeframe, but perhaps today.  Keep checking your phone."

---

I just sent you a private message (blue envelope, upper right hand corner). Will you please take a look?

[janiea]

Here's the info I have received from AT&T via email:

7/25 pm 

I apologize for any frustrations that this may have caused you. I was > unable to reach you when I attempted to call you. After some research, I > regret to inform you that there is currently a degraded tower in your > area of home service. We are aware of this issue as it was reported > today. The tower is currently assigned to be worked on by one of our > field technicians. I also checked our Network outages dashboard and it > doesn't show any network outages in your area. > > I do regret to inform you that we don't have an estimated time of > resolution as we are unaware of what needs to be fixed with that tower. > Please rest assured that your service will return back to normal as soon > as we are able to. I have also filed a Network Incident Tracker as well > to assist with expediting this issue. I apologize for the inconvenience of the outage. Please be advised that our technicians are working diligently to resolve the issue. We do not have an exact time frame however, I do have an estimated time frame, which is subject to change depending on the work that needs to be done to fix the tower. The estimated time is sometime today. Please turn your phones off and back on to test and see if the service has been fixed. Please try this every 24 hours to see if the issue has been resolved. Please be advised that we cannot guarantee that outages will not occur due to weather conditions and other things beyond our control.

7/26 AM

I apologize for the inconvenience of the outage. Please be advised that our technicians are working diligently to resolve the issue. We do not have an exact time frame however, I do have an estimated time frame, which is subject to change depending on the work that needs to be done to fix the tower. The estimated time is sometime today. Please turn your phones off and back on to test and see if the service has been fixed. Please try this every 24 hours to see if the issue has been resolved. Please be advised that we cannot guarantee that outages will not occur due to weather conditions and other things beyond our control.

[janiea]

Service restored at 11:30 AM....hope it lasts!

[janetfl]

It is back - thank you for the notification!

[jamileh]

Great news!

[mikewho]

I've worked around AT&T technicians before and they do a pretty good job from what I saw.

[Dellman87]

You should have just replaced the tower with LTE! haha