Update: U-verse outage resolved for ” vast majority of our customers”

LITTLE ROCK, AR – AT&T says that most U-verse subscribers across a dozen states, including Arkansas, have had service restored after an outage that started Monday morning.

An AT&T spokesperson released this statement:
“U-verse service has been restored for the vast majority of our customers affected by the outage. 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.”

Many customers lost cable, phone and/or internet service Monday.

An AT&T spokesperson tells FOX16 that less than one-percent of its U-verse subscribers did not have service. One-percent is 74,000 customers.

The company says it’s a complex issue related to a software upgrade, but customers are angry and just want to be able to watch TV, use the phone and go online.

Chad Poland and his family like to spend time together watching movies.

“My daughter Tori-Beth came in, I guess it was early Monday morning about 6:30 and said, dad, I can’t watch any TV, what’s going on?” says Poland.

Wednesday night, Poland was still experiencing a U-verse blackout.

“The home office that I’ve got here in the house, I can’t use it. So, both my wife and myself are having to go up to the nearest wifi hotspot,” says Poland.

Frustrated, Poland contacted FOX16 by sending us a text.

The tech he talked with Monday told him he’d be back online in 2 to 4 hours. That didn’t happen.

Then Tuesday, after 36 hours offline, Poland got a voice mail from AT&T. It said, in part:

“Based on your request, we’re calling to let you know that the U-verse service outage in your area has been fixed.”

But, the Sherwood family still had no service.

“I asked them how long did they expect it to be down and they told me it could be a couple days to a couple weeks,” says Poland.

Poland says he is pretty aggravated and that his daughter just wants to be able to watch her favorite shows.

AT&T says as far as customer credits go, it will take care of its customers as always.

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