Local News

AT&T to offer credit to customers for U-verse outage

Posted January 22, 2013
Updated January 24, 2013

— AT&T said Thursday morning that it expects to restore U-verse service during the day, apologized for the outage, and said it would issue credits to customers affected by the outage.

“U-verse service has been restored for the vast majority of our customers affected by the outage," Josh Gelinas, a spokesman for AT&T in North Carolina and South Carolina, said in a statement.

" We expect any remaining customer issues will be resolved this morning.

"We will provide a credit to customers who were affected.

"We know our customers count on their U-verse service and we apologize for the inconvenience.”

AT&T customers across the Triangle reported outages, leaving them without television, phone and Internet service.

Some customers said they lost service around 9 p.m. Monday and that it had not been restored to many by Wednesday afternoon.

Users from forums on AT&T's website also reported outages as far away as Little Rock, Ark., and Oklahoma City.

"I'm in Houston and still out today. Going on 23 hours now," one person posted Tuesday morning.

On Wednesday, Gelinas confirmed the continuing outage but could not say why or when service would be restored.

"AT&T customers in some of our markets are experiencing issues with U-verse service. This issue currently affects less than 1 percent of our U-verse subscribers, but that is too many and we are working hard to fix this," Gelinas said in an email to WRAL News.

"We are making progress in resolving the issue, which is related to a server complex, and are working to determine when service will be completely restored. We apologize for this inconvenience," he said. "The issue has impacted a limited number of customers in some of our Southwest and Southeast region states."


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  • hope4thepack Jan 29, 2013

    well, we got the obligatory phone call from AT&T that they are offering EVERYONE who was affected by the outage a $20 CREDIT that will be reflected as an ADJUSTMENT within the next 2-3 billing cycles. WOOHOO!!!! A whole $20 for this expensive service that was out for 48 hours (not that this is just for entertainment but for business also)...waiting see how long before a CLASS ACTION LAWSUIT is filed? For those who were not affected by the outage....congratulations....you're one of the lucky few ....i'm still shopping around to de-bundle my life

  • ncsualum09 Jan 24, 2013

    I love my u-verse service, MUCH better the TWC. I've not had an outage and i've had it for years...

  • joeBob Jan 24, 2013

    When the ATT Uverse sales people were canvasing our hood, the guy could not tell me if the video signals came over the telephone wires or the broadband cable line. (?) ATT was a monopoly for years with terrible customer service. I severed all ties with them at the first chance I got and never looked back.

  • jonnraleigh Jan 24, 2013

    I've had my Uverse since 2009 when I was the first customer on the VRAD. I've never had a down day.

  • hope4thepack Jan 23, 2013

    our uverse has been out 48 hrs and still waiting....find it interesting that it was not publicized on national media....also to the point that it seems to be suppressed by at&t seeing that tomorrow, Thursday they will release their "earnings" report on Wall Street, I'm sure they're not wanting any undue attention brought to them to save their collective behinds and their precious bonuses......talk about "customer NO SERVICE" will be unbundling this bungling from these fools

  • tayled Jan 23, 2013

    AT&T has beat us over the head trying to get us to swithc to U-Verse. Hmmm, what about this makes me want to switch?

  • DeathRow-IFeelYourPain-NOT Jan 23, 2013

    Zealotry: "Hmmmmm, All of my Time Warner Cable services are working GREAT!!! That is why you shouldn't try and get TV from the phone company!"

    Actually, if you want the most reliable service you can get, you shouldn't BUNDLE your services. By the way, why would I get phone service from a TV company? Your logic works both ways.

  • teddyspaghetti Jan 23, 2013

    the customer service on this fiasco has ben terrible! AT&T is downplaying saying "limited" number of customers affected. I"d bet if you counted then, you be inthe hundreds of thousands! That may be a small percentage of their customers, but it's a lot of angry people.

    If there was a decent alternative, I'd go with it, but what we go is a choice of awful and horrible!

  • tayled Jan 23, 2013

    This is exactly why we do not have U-Verse. If one goes out, they all go out, internet, phone, and TV.

  • jeannieess Jan 23, 2013

    Been out since late MOnday nioght - was experiencing "outages" before that - picture going to "snow" and back again ....no service since LATE MOnday night ...on Internet service I have is on my phone through the 3G..killing my battery and data usage!!....no help or advice from AT&T I have read that over 2.5 million were affected????