News Column

ATT to Credit Customers Affected by U-verse Outage

Jan. 24, 2013

Susan Salisbury

U-verse service has been restored for the vast majority of customers affected by the outage, ATT reported today.

"We expect any remaining customer issues will be resolved this morning," spokeswoman Kelly Starling said in a statement. She said ATT 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," she said.

ATT U-verse customers reported late Wednesday that an outage that began Monday, affecting Florida and at least 14 other states, was still not resolved.

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 Tuesday, Starling said the problem was with a server that supports U-verse service. Late Wednesday the problem was blamed on issues with a service upgrade.

One customer reported receiving a message from ATT Tuesday night telling her to reboot her computer and televisions, which she did. That did not work, and the customer was on hold for 45 minutes before a customer service representative said the issue was not fixed. She called again today and was on hold for 25 minutes before being told the network issue is still not resolved.

Data from Scarborough from August 2010 through July 2011 showed the market shares of cable satellite providers as:

Comcast, 58 percent; DirectTV, 17 percent; ATT U-verse, 10 percent; and Dish, 6 percent.

Source: (c)2013 The Palm Beach Post (West Palm Beach, Fla.) Distributed by MCT Information Services

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