AT&T says it's restored U-verse and will give credits for outage

Many users were affected by an outage this week that AT&T blamed on a problem with a software update

AT&T said Thursday it had restored its U-verse broadband service to all customers who suffered from a widespread outage this week.

The fiber-based TV, Internet and phone service had been out for three days or more, according to some customers who complained on social media such as Twitter and U-verse's Facebook page. AT&T has said the problem affected less than 1 percent of U-verse subscribers and was concentrated in its Southeast and Southwest service areas.

"U-verse service has been fixed for all impacted customers. We'll be crediting those affected & we're incredibly sorry for the inconvenience," the carrier said via Twitter around 11 a.m. Pacific time on Thursday. It had said service would be restored on Thursday morning.

In response to a question on Twitter, AT&T said all affected customers will receive a credit whether they reported an outage or not.

The outage was caused by a problem on AT&T's servers that was related to a software update, according to the carrier.

"The software problem causing the issues was resolved by AT&T engineers early this morning. We are not pleased it took so long to fix the issue," the company said in a statement on Thursday.

The episode set off a firestorm of criticism on social media as customers complained about the loss of service and, in some cases, customer service in response to the problem. With U-verse serving approximately 7.4 million subscribers as of last September, even an outage that hit less than 1 percent of those users could have affected tens of thousands of people, many of whom are no longer content to report failures privately to service providers.

Stephen Lawson covers mobile, storage and networking technologies for The IDG News Service. Follow Stephen on Twitter at @sdlawsonmedia. Stephen's e-mail address is stephen_lawson@idg.com

2015 State of The IT Channel Survey : IT'S TIME!!! Fill in this year's State of the IT Channel Survey and be in the running to win great prizes. CLICK HERE

Join the ARN newsletter!

Error: Please check your email address.

Tags telecommunicationCarriersat&tinternetbroadband

More about FacebookIDGLawson

 
Computerworld
CIO
Techworld
CMO

Latest News

03:56PM
Harvey Norman global sales swell to $3.09 billion
03:04PM
Optus records 480 Mbps download speeds to single user device
02:18PM
Inabox Group focuses on profitable business in 2016 financial year
02:01PM
Inmarsat and Airservices Australia trial new satellite tracking standard
More News
04 Mar
2015 International Women's Day Melbourne Luncheon
25 Mar
2015 International Women's Day Sydney Luncheon
26 Mar
Navigating the Internet of Things Summit
26 Mar
Navigating the Internet of Things Summit
View all events