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AT&T Security The Internet Technology

Multi-State AT&T U-Verse Outage Enters Third Day 202

Posted by Soulskill
from the keep-tripping-over-cables dept.
SonicSpike writes "AT&T U-verse customers are reporting this morning that an outage that began Monday and is affecting at least 15 states is still not resolved. Some customers were told this morning that the problem will not be fixed for at least 24 hours."
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Multi-State AT&T U-Verse Outage Enters Third Day

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  • by crazyjj (2598719) * on Wednesday January 23, 2013 @03:26PM (#42673099)

    ...is a U-verse subscriber who's freaking out because he can't let his friends know how shitty the service was at McDonalds this morning. Right now he's thinking "They'll never get to hear me say 'Forget the McMuffin, how about some McPoliteness?'"

  • by Anonymous Coward on Wednesday January 23, 2013 @03:26PM (#42673103)

    After all, AT&T charges some of the highest rates for internet access in the world, and it's very slow. I assumed that this was because all the money was going into rock solid reliability instead of speed. Right? Right?

  • They should give people 1mo free HBO to make up for this.

    • Re: (Score:2, Interesting)

      by Anonymous Coward

      yes they should. lets just enable it on everyones bill and make the first month free.

      turn an outage into a marketing strategy.

      • by cayenne8 (626475)
        I only use UVerse for TV....but it is still up and working (so far) in the south of LA (New Orleans area).

        I use cable for my business internet account....but picked UVerse awhile back in that compared to cable and both satellite packages with full house DVR, they were the cheapest and had by far the most HD channels for the buck.

        That was a couple years ago, I guess I should shop around again to see what's out there, but so far, service and uptime has been quite good!! Even after hurricane Issac, when I ge

        • by adolf (21054)

          That was a couple years ago, I guess I should shop around again to see what's out there, but so far, service and uptime has been quite good!! Even after hurricane Issac, when I get home from evac, it was up and running just fine.

          Indeed. We had a quite bad storm back in June and were without power for a week (and we were lucky to get it back so soon), but U-Verse never skipped a beat. They rolled in a swarm of generators to keep their VRAD boxes going.

      • yes they should. lets just enable it on everyones bill and make the first month free.

        turn an outage into a marketing strategy.

        That's what DirecTV does. They give you everything but fails to tell you that you need to cancel the extras. They also tell you that unless you give them a credit card to bill directly (pun intended) they will charge you more. So unless you are aware and paying attention, they screw you out of a month or two of high dollar TV. And you need to really pay attention. Come football season you'll suddenly be charged another $60.00 / month for football coverage you didn't order. It's all a scam. There isn't an ho

        • by Vrtigo1 (1303147)
          You should be more careful about writing things and try to make them more factual. If Directv give you something and never told you that you had to pay for extras, then when they charge you for extras, you simply call them up and tell them to explain why you're being billed for something they never disclosed to you. When they can't, demand they remove the charge and if they don't, take them to small claims court and get the judge to remove it for them. To me it sounds like what you're actually saying is
    • by firex726 (1188453) <firex726@@@yahoo...com> on Wednesday January 23, 2013 @03:34PM (#42673171)

      Does AT&T even offer an SLA for it's residential customers?

      • by Bodero (136806) on Wednesday January 23, 2013 @03:57PM (#42673347)

        I imagine there isn't a single carrier that offers an SLA for residential customers.

        Become a business customer, however, and they'll offer an SLA - over those very same cables delivering your formerly-residential account (I know, I used to have Road Runner Business Class with the same frequent outages).

        In other words, you get what you pay for. Just like you can buy a First Class ticket with all the amenities of the 'glory days' of flying; every industry is embracing (or exploring) tiers of service.

        • by Amouth (879122) on Wednesday January 23, 2013 @04:20PM (#42673607)

          years ago (10+) when you signed up for Business Class Road Runner they had a policy that you couldn't share a node (meaning that they couldn't just bill you different but it required a dedicated run). So when i moved into a new house i signed up for Business Class with no long term contract (yes it was expensive that way) but after they installed it and ran it for a month i canceled and then switched to residential. They are lazy and din't move me off the dedicated node.. so for 8 years i had residential service with business level of service.

      • by Megane (129182)

        I'm wondering how they can get away with that kind of an outage for the voice service. As in, you know, not even being able to dial 911?

        They built out the node about 500 feet from my house two years before even starting to offer U-verse. At that range, VDSL2+ can reach 50Mb/sec or more. I thought that could be nice. Once I saw that they seemed to care more about selling cable TV (I watch plenty with an antenna these days) and voice service (I'll stick with my reliable POTS line, TYVM), I was less intereste

        • by adolf (21054)

          The only time I thought I needed new CPE gear with U-Verse, I had a technician at my house within a couple of hours with a new box. Late. On a Saturday.

          And then it turned out to be a cabling issue a few hundred feet out, which he fixed.

          Having spare gear on-hand is nice and all, but if it means having 6Mbit DSL instead of 12 or 18Mbit VDSL, I'll take the latter.

          And if it breaks for some reason, I can always tether my phone, or use "Linksys" or "NETGEAR" in the interim.

          *shrug*

    • by microcars (708223) on Wednesday January 23, 2013 @03:47PM (#42673281) Homepage

      We had an odd problem with the U-Verse phone service where it would not display the Caller ID for my MIL.
      My wife won't answer the phone if she can't see the Caller ID, so if it says "UNAVAILABLE" she will let it ring.
      I tried to get them to figure out what was wrong and after about 2 hours they figured it out.
      The rep was very apologetic and offered to "make it up" to us because we were so "understanding"
      He offered 1 month of Free HBO

      I asked him what was our obligation after that free month.
      He paused.
      I asked him if we would then get billed for the second month if we didn't cancel.
      "Well, yes" was his reply
      I asked him if there was ANY other way he was authorized to "make it up" to us.
      He told me there was nothing else.

      • by TheRealMindChild (743925) on Wednesday January 23, 2013 @04:12PM (#42673509) Homepage Journal
        Ah yes. tigerdirect.com is notorious for this. Call up, complain, get it fixed, then "We would like to offer you a free copy of x", which is actually a subscription auto-billed to your credit card. They will only take a hang up as an affirmative no. I started just paying the few bucks for newegg.com
        • by mjwx (966435)

          Ah yes. tigerdirect.com is notorious for this. Call up, complain, get it fixed, then "We would like to offer you a free copy of x", which is actually a subscription auto-billed to your credit card. They will only take a hang up as an affirmative no. I started just paying the few bucks for newegg.com

          This is why you dont accept free shit instead of having them fix your problem.

          I used to have a housemate who had a constant problem with the handset Optus (Australian Telco) sold to her. She was on Pre-Paid (Pay As You Go) so she paid for the handset outright. Every month she'd ring up and complain, every month they'd offer her $10 credit to get her off the phone and every month I'd ask "but did they fix your problem". She didn't get it and continued to get constant call disconnections.

          Companies offer

          • by general_re (8883)

            I used to have a housemate who had a constant problem with the handset Optus (Australian Telco) sold to her. She was on Pre-Paid (Pay As You Go) so she paid for the handset outright. Every month she'd ring up and complain, every month they'd offer her $10 credit to get her off the phone and every month I'd ask "but did they fix your problem". She didn't get it and continued to get constant call disconnections.

            Companies offer free shit because it's easier than fixing the problem. When you take the free shit, you give them a free pass not to fix the problem.

            The other side of the coin is that there are plenty of people who call to complain, but don't really want the "issue" fixed, because they don't actually consider it to be all that serious of a problem. They'd rather just use it as leverage to get free shit.

            • by Legion303 (97901)

              The other side of the coin is that there are plenty of people who call to complain, but don't really want the "issue" fixed, because they don't actually consider it to be all that serious of a problem. They'd rather just use it as leverage to get free shit.

              Sounds like a win-win for the companies.

            • by Vrtigo1 (1303147)
              You just described me. If there is a way to get free shit in exchange for spending 30 minutes on the phone complaining, sign me up for it.
  • They forgot (Score:4, Funny)

    by Sparticus789 (2625955) on Wednesday January 23, 2013 @03:29PM (#42673137) Journal

    Someone forgot to feed the hamster.

    • by firex726 (1188453)

      Hamster... what are you smoking?

      It's obviously too many trucks backing up the inter-pipes.

    • by crazyjj (2598719) *

      You would think they would treat their only technician better.

    • by sjames (1099)

      You clearly have no idea what you're talking about, hamsters cost money! They prefer demented homeless people these days so they can chuck them out for new ones when they start wanting food.

  • Me Verse (Score:4, Funny)

    by MasterOfGoingFaster (922862) on Wednesday January 23, 2013 @03:42PM (#42673227) Homepage

    Mine is working fine. Sucks to be y 998kjhkh CARRIER LOST

    • Nah, you got 'carrier lost' because your mom tried dialing the upstairs phone.

    • by antdude (79039)

      U-Verse uses dial-up? ;)

    • by chrish (4714)

      It used to be fun to type this in messages:

      +++ATH0

      Also known as, "How to find out who's using a crappy terminal emulator on your BBS."

    • by Vrtigo1 (1303147)
      You must be using one of those nonstandard modems...normal modems would say NO CARRIER. Trust me, I dealt with dial-up to BBS systems on noisy phone lines all through the 90s, and actually kind of miss the simplicity from time to time.
  • by Anonymous Coward

    My outage in Raleigh, NC is now since 3am Tuesday, going on 36+ hours.
    Did receive an automated phone call telling me that my service was restored, but that proved to be incorrect.
    After 30min wait on hold, I was offered a $20 credit on my account (once service was restored) for my inconvenience.
    It's a shame that the area is a duopoly - TWC isn't high on my trust list after they had a multi day outage around Christmas 2012

  • by Animats (122034) on Wednesday January 23, 2013 @04:02PM (#42673421) Homepage

    In the entire history of the Bell System, no electromechanical central office was ever down for more than 30 minutes for any reason other than a natural disaster. Not because the components were reliable, but because the architecture was. If you design high-reliability systems, you should understand the architecture of Number 5 Crossbar. [etler.com]

    • by faedle (114018)

      To be fair, a modern IP network is more complicated than a crosspoint matrix.

  • INFORMATION (Score:5, Informative)

    by Anonymous Coward on Wednesday January 23, 2013 @04:04PM (#42673427)

    --- anonymous uverse tech
    This is whats going on, any new gateway or exisiting gateway that is restarted will not be able to obtain service. The DHCP servers are overloaded and over capacity, CMS has disabled their northbound API so no provisioning can get thru in order to lessen the load.
    Its not affecting everyone in the affected areas, and as a precaution NO ONE should attempt to powercycle or reset their gateway for any reason.

    • by zjbs14 (549864)

      as a precaution NO ONE should attempt to powercycle or reset their gateway for any reason.

      Which is fine until your existing lease expires at which point you're SOL (like me). I've also heard that they're trying to reduce load by dropping MTU sizes which is preventing things like Netflix and XBox Live from working for people who actually still have connections. Of course that's just making things even worse from a customer service perspective. Any clues on what the triggering event was?

    • It sounds like someone blew away their DHCP lease file by mistake...so DHCP is assigning addresses that are already in use. Was there an upgrade over the weekend?

      If that's the case, the only way to get around it is to query all the DSLAMs and rebuild the current lease file by hand.

      Sucks to be them.

    • by sjames (1099)

      That's what happens when you let the bean counters determine the 'appropriate' system load. Add in the 'enterprise' habit of wanting central control when it's actually easier to distribute services and you get debacles like this.

  • I never thought in a million years that I'd say I love Comcast, but I do.

    My business class connection through them has been rock solid without major issues for over two years. Other than lightning frying the modem once but they were out within hours with a replacement.

    AT&T U-Verse can go pound sand as far as I'm concerned.

  • all from a single fiber optic cable

    They obviously need a 2nd fiber optic cable, now

  • I switched to U-Verse when they had a switch-discount program, but only for about a month. The problem was that nothing worked.

    I actually wrote a program to track when I was connected. In a 3 day period, I had around 200 outages, each requiring between 3-5 minutes before the connection was regained. I literally could not use it to work from home - the time required to perform the VPN connection, get back to the machine I needed to use, and get back to work was just barely shorter than the average uptime.

    • U-verse over 3k (possibly shorter if it's old copper) wire feet is generally a bad idea no matter what they tell you. My U-verse has worked flawlessly, but I'm only 1.2k wire feet away. There's only so much you can do with old copper pairs.

    • by klui (457783)

      I've been told by techs that U-verse needs a homerun to the modem and if you have any daisy-chained/star configuration it is asking for trouble. The other is a twisted pair--no four-strand or ribbon wiring--is highly recommended to get a good signal.

  • by CrAlt (3208) on Wednesday January 23, 2013 @06:05PM (#42674881) Homepage Journal

    The NSA cable switchover is causing some problems. Hold tight-- your phone, internet, and wireless communications will be 100% monitored by the NSA again very soon.

  • The two happiest days of a uverse user:

    2nd happiest: the day they get it installed.
    happiest: the day they get real cable.

    I had uverse service for 10 days -- 9 days too long. Utter crap. The TV would not stay working, and when it did, the dolby digital would spuriously drop out. Internet? Even worse. crazy amounts of jitter -- when it worked -- which was not that often.

    AT&T was unwilling to reconnect my 6 MB conventional DSL after this fiasco, so I advised them to go fuck themselves and took their w

  • ATT advertises bundles starting at $59 a month on its website, stating, “U-verse delivers television, phone and Internet services — all from a single fiber optic cable at the speed of light.

    On what planet? Because here on Earth they use phone lines and DSL for everything. I wouldn't be surprised if AT&T hasn't laid 1 foot of fiber anywhere in the US. That's what Time Warner does, not them.

    • by drinkypoo (153816)

      AT&T has laid a super crapload of fiber all over the US. They were the first to bring fiber nearly everywhere and in many places have the only fiber into a county or other locality. Lake County, California is one of those places. AT&T has literally the only fiber link in and out, which runs along the 20 in both directions. The local WISP brings in cogent from wireless links across four mountaintops to avoid using them.

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