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Another Extended AT&T Phone Outage?

Original post made by cvm on Mar 27, 2011

I lost my AT&T telephone service again early on Friday morning, 3/25/11. As of 3/27/11 it still has not been restored.

I saw several AT&T crews working along Vineyard Avenue both east and west of Bernal Avenue on Saturday. Just like last December (see 12/22/10 post), this morning I found that my e-repair ticket was closed out and it said the repair was complete. When I disputed that, the e-repair system just pushed back the time a technician was originally scheduled to come to my home.

While I received a letter from the California Public Utilities Commission (CPUC) acknowledging my previous complaint, the CPUC never notified me of the results of their investigation.

Is anyone else having this frustrating experience with AT&T?

Comments (17)

Posted by b, a resident of Another Pleasanton neighborhood
on Mar 27, 2011 at 11:25 am

AT&T and Comcast are both awful. No one cares about quality any more. Customer service is seen as a drain on profits.

Posted by Resident, a resident of Another Pleasanton neighborhood
on Mar 27, 2011 at 11:39 am

I am quite happy with AT&T for my home phone, but we are thinking about switching our cell phones because more often than not, they do not work in Pleasanton. I am not sure if it is ATT or something with Pleasanton (because cell phone service is great outside of Pleasanton)

Posted by Bill, a resident of Amberwood/Wood Meadows
on Mar 27, 2011 at 2:32 pm

There was wide spread outages last week in the Fremont Technology Park area (across the freeway from NUMI/Tesla/GM Plant). ATT suffered major equipment damage because of the wet weather. A number of underground cables had to be completely replaced.

ATT promised to get it repaired by Saturday, but by mid morning on Friday the repair work had been completed.

Posted by concerned, a resident of Another Pleasanton neighborhood
on Mar 28, 2011 at 8:34 am

My AT&T land line is out now and was out all weekend. I barely get coverage with my AT&T wireless, but I'm locked in to a plan right now. Comcast is working for the moment. This is the third time within the last year that I have lost my land line for more than 2 days. Both neighbors lost theirs also. When I call the support line, it is impossible to get an operator. It is infuriating.

Posted by Rupert, a resident of Another Pleasanton neighborhood
on Mar 28, 2011 at 9:13 am

My AT&T business land-line has been very reliable, whereas Comcast and Vonage were not. However, AT&T, Comcast and Vonage customer service are all horrible.

AT&T cell phone service is awful, far too many dropped calls, poor coverage, and bandwidth limitations. I dropped them years ago, but have friends using them today and they are all dropping them as well.

Posted by Denise, a resident of Vineyard Avenue
on Mar 28, 2011 at 11:09 am

My mother lives in the Vineyard Villa Retirement Park. Everytime AT&T works on the switch boxes located near the park, her phone service goes out. (There is a box located near the entrance and another located off of Vineyard near Bernal.) Disruption in service has occured at least 3 different times. The first two times we filed e-repair tickets. Both times, the tickets were cancelled as service was restored after 6pm. Luckily she has a cell phone in case of emergencies. What about the others in the park who rely solely on their landlines for communication with the outside world? This should be of concern to AT&T as they could be held reliable if an emergency should occur.

Posted by Judi, a resident of Birdland
on Mar 28, 2011 at 4:06 pm

My Mother also lives as the Vineyard Villa Retirement Park and her phone has been out since Friday. Fortunately she has a cell phone for emergencies. We couldn't even get on the system to file an e-repair request. My husband had to try four different numbers to finally get a real person to talk with to report the problem. AT&T keeps telling us the problem will be fixed by the end of the day but that has been going on for days now. We are still hopeing she will have service soon.

Posted by CPUC - same guys who "regulate" PG&E?, a resident of Another Pleasanton neighborhood
on Mar 28, 2011 at 4:19 pm

It is a shame that the CPUC, the people who are supposed to watch out for safety and consumers seem so unable, or unwilling.

Posted by concerned, a resident of Another Pleasanton neighborhood
on Mar 28, 2011 at 4:29 pm

Shadow Cliff Village has the same problem.

Posted by Vexed Vixen, a resident of Another Pleasanton neighborhood
on Mar 30, 2011 at 2:49 pm

I too live in Vineyard Estates (formerly known as Vineyard Villa). There are 208 homes in our park. My landline and internet were both out Friday but not until late afternoon. It lasted about 6 hrs or more. I went to bed.

As of today, counting Friday as day 1, many of my neighbors have neither a landline NOR internet service. Six (6) days! And this is not the 1st long outage. I find this inexcusable.

When people could use a working phone to report the trouble, they were told there was no problem on file. Do they not think we talk to one another in this community?!? We look out for one another, help each other out and stay in touch. We are caring neighbors. But then WE have no 'bottom line - dollar sign' as grounds for our actions.

Many of our residents DO NOT have cell phones. Some in ill health have trouble walking to the next room, let alone walk to a neighbor with phone service. Two residents, both on my street, went out by ambulance w/in this last week.

And what if they become ill the middle of the night ~ what are they to do?

It appears AT&T has no concern for their customers. What a shame ~

Posted by concerned, a resident of Another Pleasanton neighborhood
on Mar 30, 2011 at 2:58 pm

My phone is still out. It has been out since at least Saturday morning.

Posted by unclehomerr.., a resident of Downtown
on Mar 30, 2011 at 7:06 pm

"It is a shame that the CPUC, the people who are supposed to watch out for safety and consumers seem so unable, or unwilling."

Do you think they're waiting for a parcel tax??


Posted by concerned , a resident of Another Pleasanton neighborhood
on Mar 30, 2011 at 10:03 pm

Phone is still not working.

Homer, what's a parcel tax got to do with it? I'll be happy to pay one if it'll make my phones work.

Posted by Donna Wilkinson, a resident of Vineyard Avenue
on Apr 4, 2011 at 1:40 pm

My phone and internet service was out from 3/25/11 to
4/4/11. The only reason I have service now is, that I
now have Comcast. AT&T was no help and they seemed to not
care at all. I was a pacific bell, AT&T costumer for almost
50years. It's very sad for me to see how little they care.

Posted by Worried, a resident of Another Pleasanton neighborhood
on Apr 4, 2011 at 3:01 pm

I'm reading these comments and thinking of what could have happened to those older folks who live alone and rely on their landlines to initiate the LifeLine (or other similar services) calls by pressing their necklace pendant or bracelet buttons in case of an emergency? My mother lived independently/alone at one of the other senior facilities and relied on the landline phone to be available at all times. Quite scary to have no phone service at all for days at a time!

Posted by jwptown, a resident of Mission Park
on Apr 25, 2011 at 9:50 am

My father lives in Vineyard Estates (formerly Vineyard Villa) and once again today he is without a phone. Again At& T is working in the box near Vineyard and Bernal. How long is this going to keep going on??? Why can't they at least notify the manager in the park office so she can pass updated info along to the residents. My father is very frustrated and upset so to make his life easier it looks like I am ging to cancel his AT&T service. He too is a 50 plus year customer having lived in the Bay Area all of his adult life. AT&T is completely unresponsive on the repair line. How long will this keep going on??

Posted by cvm, a resident of Vineyard Avenue
on Apr 27, 2011 at 10:18 am

I have now requested that the California Public Utilities Commission reopen their review of my complaint after the December 2010 outage. I updated my complaint with the details of the latest outage (3/25/11 to 4/1/11 for my phone). I also attached the discussion from this forum to my complaint.

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