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AT&T customers asking what caused outage - KOAM TV 7

AT&T customers asking what caused outage

Posted: Updated: Jan 24, 2013 04:20 PM

Updated at 4:20 PM CST by Jordan Aubey:  There's still no explanation from AT&T over what caused a cell phone service outage across the Four State area this morning.

The outage prompted the Redings Mill Fire Protection District to warn AT&T customers they may not be able to call 911.  Emergency responders say more than half of the 911 callers in Newton County are using cell phones.

The incident also left customers frustrated and some business owners hopeless.

Xtreme Mechanix, a business in Joplin, had no cell phones, no Internet, and even their Internet was out.  Workers couldn't check credit scores, among other issues.

"We're all shut down," says Johnny Hinds of Xtreme Mechanix.

A spokesperson for AT&T released this statement to us:

"Earlier today, some customers in Kansas and Western Missouri may have experienced issues with 3G wireless services. AT&T technicians quickly worked to resolve the issue, and service is currently running normally. We apologize for any inconvenience to our customers."

There was no mention of any other service impacted besides 3G wireless.

The problem may have since been fixed but it still has people scratching their heads, thinking, and humbled.

AT&T customers tell us some sort of a refund wouldn't hurt, but they want a more detailed explanation.

"I don't spend $180 a month for an inconvenience," says Robert Dodson.  "As many lines as I have and being a valued customer since 2002, I expect to get the service that I pay for."

AT&T also says there were issues with its U-Verse service, but says that issue was separate from the cell phone problem.

Updated at 1:13 PM CST: AT&T posted the following statement on their Facebook page at about 1:00 PM CST:

"U-verse service has been restored for all customers affected by the outage. The software problem causing the issues was resolved by our engineers early this morning. We are not pleased it took so long to fix the issue and 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."

No other details have been provided at this time.

Updated at 12:28 PM CST: Katie Nagus of AT&T says service has been restored.

AT&T posted the following statement on their Facebook page at about 12:45 PM CST:

"Earlier today, some customers in Kansas and Western Missouri may have experienced issues with 3G wireless services. AT&T technicians quickly worked to resolve the issue, and service is currently running normally. We apologize for any inconvenience to our customers."

Updated at 12:00 PM CST: Service is beginning to be restored throughout the area. We're still waiting on official word from AT&T regarding how much has been restored, as well as the cause of the outage.

Updated at 11:50 AM CST: The following statement was released by Katie Nagus of AT&T:

"Our network team is aware of an issue and we're working as quickly as possible to restore service. Thanks for your patience and we apologize for the inconvenience."

Posted at 10:31 AM CST:  AT&T is reporting widespread outages on their Facebook page.  Outages have been reported on their Facebook page as far north as Kansas City, as far west as Wichita, as far south as Texas and as far east as Springfield.

Redings Mill Fire posted on their Facebook page anyone trying to call 911 should use a land line.

A local AT&T representative tells us they are working to get more information and will provide it as soon as possible.

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