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Outage guide · Updated April 18, 2026

AT&T Fiber outage

AT&T Fiber is the largest FTTH deployment in the US by footprint, and its reliability numbers consistently lead the cable incumbents. The myAT&T app exposes confirmed outages quickly, but AT&T's public status page sometimes trails the app by 10-20 minutes. As with any fiber network, the main failure mode is physical, construction strikes, pole damage, or ONT power loss, and splicing a cut takes time no matter how fast the ISP responds.

Check AT&T Fiber outage status

Official AT&T Fiber status page1-800-288-2020

The AT&T Fiber status page is the only real-time source. Use it first, this guide explains what to do next.

This page does not reflect real-time outage status. Always check AT&T Fiber's official status page (linked above) for current incidents. Our guide covers what to do, how to report the problem, and how to request a credit, but the live state of the network is only accurate on AT&T Fiber's own status tools.

Service impact and typical duration

What's affected

AT&T Fiber internet, AT&T Internet Air backup (if provisioned), and any AT&T Phone VoIP line share the same gateway, all three go down together. AT&T Wireless cellular is independent and stays up. U-verse TV was retired in favor of DIRECTV STREAM, so there's no bundled TV service to impact; streaming services you use will simply lose their internet connection.

Typical restoration time

Backend and authentication incidents: 15-60 minutes. ONT/gateway hardware: 1-3 hours. Fiber cuts: 4-12 hours. Major weather events: 24-72 hours.

How to report a AT&T Fiber outage

The fastest way to confirm an incident and get notified when service returns.

  • myAT&T app

    Open the app and tap Internet. A confirmed outage banner at the top shows ETR and lets you opt into restoration text alerts. Faster than the web outage page.

  • AT&T outage status page

    att.com/outages, sign in to see outages for your service address. Shows ZIP-level and account-specific incidents separately.

  • Text OUTAGE to 7246

    From the phone number on the AT&T account, returns the current outage status for your address. Works without data.

  • Smart Home Manager app

    Settings > Network > Troubleshoot runs a diagnostic and shows whether the gateway reports a fiber-side fault vs. a Wi-Fi issue.

What to do during a AT&T Fiber outage

  1. Check the myAT&T app for an outage banner

    Open the app, tap Internet. A red banner with ETR means AT&T has a confirmed ticket on your area. Tap it to opt into restoration texts.

  2. Read the gateway lights

    On the BGW320 or similar AT&T gateway, 'Broadband' should be steady green and 'Service' should be steady green. Red Broadband = fiber signal problem. Red Service = authentication/provisioning problem. Both off = no power.

  3. Power-cycle the gateway

    Unplug the gateway for 60 seconds, plug it back in, wait 5 minutes for full boot. If 'Broadband' comes back steady green but 'Service' stays red, you have a provisioning issue and need to call support.

  4. Check for a fiber fault

    A red 'Broadband' light means the ONT isn't seeing a fiber signal. A power cycle won't fix it. Call 1-800-288-2020 and tell the agent the Broadband light is red, that's the trigger for a field dispatch.

  5. Switch to cellular backup

    An AT&T Wireless phone or Internet Air backup device will keep you online during the outage. If you depend on internet for work, a standalone backup cellular plan is worth keeping.

  6. Opt into restoration alerts

    In the app's outage banner, tap 'Notify me'. AT&T texts the phone on the account when the ticket closes.

  7. Request a credit after restoration

    AT&T's public policy is to credit customers for confirmed outages on request. Use the myAT&T app chat or call support after service returns, reference the ticket number, and ask for a prorated credit for the downtime.

Common causes of AT&T Fiber outages

  • Physical fiber cuts, construction crews, car accidents, and agricultural equipment cutting buried drops. Splicing takes 4-10 hours once a tech arrives on site.
  • ONT or gateway power loss, the AT&T BGW320 or similar gateway is your ONT plus Wi-Fi router. When home power drops, the gateway goes down immediately. No default battery backup on most installs.
  • OLT or central office events, scheduled firmware pushes and hardware refreshes at the OLT cause brief area outages, typically between 12am and 5am local time.
  • Weather damage to aerial fiber, in markets where AT&T uses pole-mounted fiber, ice and wind events cause the most extended outages.
  • Provisioning and authentication failures, occasional backend issues where the ONT link is fine but the gateway can't authenticate. The gateway shows a 'service' light red rather than 'broadband'. Reboot rarely fixes it; call support.

Outage credit policy

AT&T's publicly-stated policy is to apply service credits for confirmed outages on request. Credits are typically issued at a prorated daily rate per 24-hour outage, but amounts and thresholds vary by plan and market, call to request. Auto-credits are rare; you usually have to ask.

Frequently asked questions

Is AT&T Fiber down in my area right now?
Check the myAT&T app or visit att.com/outages and sign in. If AT&T has confirmed the outage for your address, a banner with an ETR will appear. This page is not real-time, always verify with the official status page.
What does a red Broadband light on my AT&T gateway mean?
A red Broadband light indicates the gateway (ONT) is not receiving a valid fiber signal from AT&T. That points to a fiber-path problem: a cut drop, a fault at the distribution point, or an OLT issue. Power cycling won't fix it, call support to schedule a field tech.
Why does the Service light stay red even after my internet works?
A red Service light with otherwise-working internet usually means an authentication mismatch, the gateway has broadband but isn't fully provisioned. This sometimes happens after billing changes or plan upgrades. Call support and ask for an 'ONT refresh' on your account.
Does AT&T Wireless work during a fiber outage?
Yes. AT&T Wireless cellular runs on a completely separate radio network. A fiber cut or gateway failure has no effect on your cell service, and you can hotspot from an AT&T phone to bridge the outage.
How long do AT&T Fiber outages typically last?
Provisioning and software incidents typically resolve in under an hour. Fiber cuts take 4-12 hours for a splice tech to locate and repair. Extended weather events affecting aerial fiber can run 24-72 hours.
Will AT&T credit me for the downtime?
On request. AT&T's policy is to apply service credits for confirmed outages when you call or chat in after restoration. The standard ask is a prorated day of service per 24-hour outage. Auto-credits are not standard.
Should I use Internet Air as a backup to Fiber?
AT&T Internet Air uses the 5G cellular network and works independently of fiber plant. Some AT&T Fiber customers add Internet Air at a reduced rate as a backup, it stays up during fiber outages unless the same event also damages local cell towers. Ask retention about bundled backup pricing.
Can I report an outage if my internet is down?
Yes. Open the myAT&T app on cellular data, or call 1-800-288-2020 from any phone. You don't need internet service to open a ticket, AT&T identifies your account by phone or login.

Related AT&T Fiber resources

If outages keep affecting you, it's worth seeing what else is available at your address.