Service Outage?

[j_wong]

Is anyone experiencing service outage in Overland Park, KS? Wait time for ATT Tech Support is 30 minutes!

[kimsan]

I am by the Speedway and we are out too.  Television signal has been lost.

[bdcusa]

I'm over here in Lawrence and the TV service of my U-Verse is also dead in the water: I can see a few seconds of TV (about five to ten, depending on the channel) and then the service says that the TV signal has been lost.  Turning off and on the TV boxes or changing the channels allows another few seconds to be seen before the same thing happens again.

It seems to me that the Kansas City office of U-Verse made a big boo-boo in their network administration so as to take all of their area customers down.  I bet someone is working frantically over at their office to clean up the coffee spill on that critical router. ;-) 

[bubstep]

Experiencing the same in Lee's Summit. 

[jeepers67]

We are out in Independence, MO too.  I called tech support and after holding 30 minutes had a tech guy tell me all service in the area is out - at the box - in Mission KS.  He could not tell me how long - he say from 2 hours to 24 hours.

[bdcusa]

At least the Internet side of the service is back up and running.  When this problem first hit, we lost everything here in Lawrence for a short time.  After about 20 minutes or so, the Internet connectivity returned but just not the TV.  I find that the DVR functions normally, so at least I can get caught up on the shows that I've recorded and not yet watched. ;-)

[vaughn.stacy]

Yep out in Greenwood as well. Tech on phone could not give a time. He did say when it starts working again to call back and tell them how long we were out of service and they would credit the account. He said it started this morning.

[kcmonkey1969]

I'm in West Plaza area and have been dealing with it this time for almost a week.  I've talked with Tch Support, Billing and "Retention" - this is the first time I've head of an, "outage"  they did however tell me that for $150 bucks they would send a tech out Sunday 4/22/12 to look at my "issue" ... I had a Tech out here Monday, 4/17/12 - he told me there was not any issues.  Nice to know that I made the right choice to say no to the tech coming Sunday ..... then I was being transfered to Retention after I declined the tech coming Sunday, this was AFTER being on the phone for over an hour with AT&T and in the trnsfer the call was dropped ... dead air nobody on line ... I even hung on the line until I heard a busy signal .... I am almost sorry I left Time Warner after all of this .... 

[mdlund0]

Yes, I'm in West Lawrence by George Williams Way/Langston Hughes Elementary and I've been having trouble all evening (got home at 6PM CDT). Internet seems to work fine (I'm writing this, aren't I?), but TV stations will tune in for ~8 seconds before the channel freezes and a blue screen appears that says "Television signal has been lost." and gives me some very basic troubleshooting info (restart the box).

[jeepers67]

Thanks for letting us know the DVR works - at least I can watch my recorded shows....better than nothing!

[mdlund0]

Oh, I also had a 30 min wait time with tech support... and hung up.

[hermsdog02]

Same issue in west shawnee. Tech I talked to @ 630 said 4-6 hours

[kcmonkey1969]

Would be nice if AT&T did the "right"thing since it is very plain to see that it is a LARGE outage and just credited everyones bills ... but I bet that does not happen ... we will have to call in and spend an hour of our time to get any credit .... let's see if they step up to the plate and do what is right?!

[dJPeters4]

We are still out in Lenexa too!  On with customer service for over an hour and still no resolution.  They made us make an appointment for Monday!!!  We even tried the chat feature.  Very frustrating!!!

[kcmonkey1969]

good luck - we had a tech come last Monday and he said it was fine ... I called tonight and like you was on phone over an hour - was told they could send a 2nd level tech over Sunday for a $150.00 charge ... I said no thanks turn me off and they hung up on me ....

[hpmsrm]

We've lost both TV and Internet twice this evening....the last time about 10 minutes ago.  Each time service returns in about 5 to 10 minutes.

I checked the RG during the period the service was interrupted.  Broadband and Service LED's glowing steady green.  HomePNA flashing green.  Ethernet LED flashing green.  But no Internet service and no TV.....all channels dead.

Then....just as I was about to perform a reboot of the DVR the services came back on.  I did the reboot anyway.  I have NOT rebooted the RG at this point.  Internet is back as is the TV.

When it went off about a half hour ago the symtoms were exactly the same.  But I was involved with other tasks that I could not take time away from in order to do anything.  The service came back on its own.

If AT&T is performing updates, etc.  I wish they would wait until the wee hours of the morning instead of right in the middle of prime time.

I did try to call the phone tech number but the recorded voice said my wait could be 15 to 20 minutes.  So I hung up.  We'll see how it goes the rest of the evening.  Maybe I should drive over to the location of the VRAD and see if there is a truck there.

Wonder if anyone else had this problem tonight.

{post merged}

[nbsp]

Here in Independence, same TV problem - freezing after 8 seconds then signal lost on live TV, not old recordings.  Would have been nice if AT&T had informed us there was an area-wide problem.  Instead we were told we needed a new modem and the soonest a technician could bring it is April 25.  We are considering changing providers.

[hermsdog02]

Service back up and running in west Shawnee.

[kcmonkey1969]

good luck with that too ... when I asked to be transfered AGAIN so I could disconnect the service I was hung up on ... after being on the phone for an hour ... it's like beind held hostage by AT&T .. can't get it fixed, a straight answer or disconnected ....

[bdcusa]

TV service appears to be back up and running successfully here in my area of Lawrence (near 6th and Iowa).  All stations are remaining online and available without the 8-second problem as so many (and I) have reported earlier this evening.  Hopefully others are having the same restoration of services by this time.

[vaughn.stacy]

yep mines working again

[kcmonkey1969]

just checked mines on again, West Plaza KCMO

[nbsp]

Service restored here in Independence.  Makes me wonder if we need that modem replaced.

[bdcusa]

NBSP, I doubt that you do need a new modem (residential gateway) as the problem you experienced this evening was system-related.  I also have been told at one point that I needed a new gateway but it turned out that the problem was caused by a new installation technician disconnecting my service so as to make room in the RT for one of my neighbors to have service.  It took AT&T's repair crew to come out from Lenexa to fix the problem that the installation technician created.  Fortunately, I got the guy's truck number when I saw him in the area and spoke with him: I asked him if he did anything at the RT that would affect my service and he denied it.  GRRR!!!  I was told by the repair technicians that I would get a credit on my bill for that outage but it never happened.  I might have to get in touch with this Alex guy that people seem to recommend so as to see what he can do about that.

Anyway, from what I can gather, "a new modem" is the canned response from Tier 1 Support when they cannot fix the problem over the phone.  Tier 2 technicians can generally delve deeper and discover problems (such as wiring issues) that Tier 1 does not have the capability to detect or resolve.  Before getting a replacement gateway to try to resolve the issue, have someone come out and see if the problem is outside your home first.  More than likely it will be. 

[Charlie_fwtx]

Anyone in the DFW area of North Texas experiencing DSL or U-Verse TV outages?

[nbsp]

bdcusa - Thanks for the input.  I will pass it onto my husband when he recovers from his meltdown over spending most of this evening on the phone with AT&T Tech Support.  They know how to scare me with their threats to charge me $149 if the problem is found to be in my wiring or otherwise my fault.

[bdcusa]

NBSP, that $149 charge is only if they actually determine the problem is in your home AND work on it for you.  If it is determined to be a problem within the home (in my experience--and I am a network engineer with over 20 years of experience--it never has been), then just decline their service and find someone else who can fix the problem for you.  Running a new line out to the telephone interface box will probably be no more than an hour of time for a competent electrician or network engineer (depending on what is required to run the line, of course) and that will probably be far cheaper than AT&T's $149 fee.

[caintc]

Whatever's going on, it's rolling through the network. Having issues near Detroit, MI. My TV service hasn't gone out, but my internet surely has. Same issue I've had about once a month since December: Changing channels results in a black screen, then a frozen frame of the program, and then the program running normally with occasional pixelation. Internet is a crawl, and the speedtest on this website is all over the place, one test reporting 9MB down 1MB up, also .5 down 11MB up, sometimes even reporting down and up both in the .5 range. 

Don't get me wrong, this isn't a huge complaint. I tell people all the time, I love U-Verse 95% of the time. Just that the other 5% is always pretty major. 

[db821arc]

I do not understand why people get so upset with and outage.  I have been with Charter for 10 years before coming to Uverse and I can't count the time my cable has been out and for 4 hours or sometime the whole evening.  I do not bother calling because I know they will fix the issue and service will be restored.  I have had outages with every service I have had.  It is really not anything to get upset about.  I am sure they were working as hard as they can to restore service.

[aloe25]

Correction: A $149 charge is when you 1. Refuse to accept that there is an outage or 2. Refuse to do any troubleshooting with a technician on the phone. Whether the technician does any work, if you are demanding a technician and one is not needed, the charge is applied.