When you have no internet, don’t believe it’s just coming from your home. ISPs take forever to acknowledge an outage. I have AT&T DSL internet. It’s been down since Dec.9 or 10. I’ve made so many contacts with AT&T and spoken to so many agents it makes my head spin. They make you go through innumerable steps to see if it’s you and check by unplugging and plugging in equipment. Crawling down under a desk through all the wiring is so much fun. UGH. Anyway, I’ll skip through all the beginning of this fiasco and my individual contacts and attempts to fix the issue.
Finally, on Dec. 26th a service repair technician named Steve came out and did some outside work and fixed a part of whatever outside equipment goes directly into my house. I spoke with Steve and he said that more repairs to their equipment coming from their hub is necessary and that this repair will be completed in Dec. 28th. The day came and went and still no internet so I called the repair number and of course they are closed.
I had been checking about my service online since the beginning. So today I went online again and AFTER ALL THIS TIME THEY ARE FINALLY ACKNOWLEDGING AN OUTAGE OF AT LEAST 200 ACCOUNTS.
I think that the company relies on its clients not knowing each other and that clients often think the problem is coming from their own home; usually thinking it’s just their own WiFi equipment. Many clients don’t report anything or don’t want to pay $100 for a service call. Representatives on the phone are NOT INFORMED OF POSSIBLE OUTAGES until after tech knows an outrage exists, so when clients call that are told by CS that they don’t know of an outage . Clients CAN NOT REPORT AN OUTAGE. They have to have a service call. For 200 or more people in my area to be out, this was probably going on with many of us affected. What is laughable is that last year I had the same problem during this time period.
Once the company fixes what ever is wrong I’ll probably switch to AT&T UVerse Internet. The problem with this is that I see plenty of complaints about this being down all the time and the price they give you is only for 12 months, so I don’t know whether they will just keep raising their price. They also can’t tell me if I’ll be able to self-install their Gateway modem/router combo until after I start my purchase. I’m not into a service call.
When my service is down I use my husband’s cell phone on LTE to post here or to use the Internet. I often go to a site called “Is the Service Down”. You put in your zip code and you can see a map where services from providers are down. There are people that post about their problems there too. The services are not just for internet but can be for phone, TV and others. There are maps for different providers. I don’t know how accurate this company’s infirmation is. but it’s nice to see that you’re not alone.
I’m already paying for Comcast Xfinity too. My HOA made a switch to them and sent out an opt out form which was buried behind our HOA dues and a community newsletter. We didn’t see this form until it was too late, so we are stuck with this additional bill even though we don’t use XFINITY. Yesterday, our AC needed servicing and our AC guy mentioned how much he disliked COMCAST Xfinity and that all his services were down. He did not know about our internet when he said this. He’s switching to something else. This is why we haven’t dropped AT&T for XFINITY. We’ve heard the same stories about problems with them.
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