How to learn about AT&T is having an outage near you
AT&T has a dedicated outage map you can check in real time. Go to att.com/support, select "Internet" as your service type, and look for the outage map link. Enter your zip code or street address to see whether AT&T has reported an outage in your area. The map shows active outages, when they started, and estimated repair times if AT&T has provided one.
If the map shows no outage but your internet is still down, the problem is likely with your equipment or connection rather than AT&T's network. This distinction matters because it changes what you do next — calling AT&T support for a network outage is faster than troubleshooting your modem at home, but if the outage map is clear, you'll need to restart your equipment first.
You can also call AT&T directly at 611 from any phone (or 1-800-331-0500 from a mobile phone) to ask whether an outage is affecting your address. The automated system will tell you when ready, and you can stay on the line to speak with a representative if you need more information.
Key Takeaways
- AT&T's outage map at att.com/support shows active outages by zip code and estimated repair times.
- If the map shows no outage but your internet is down, restart your modem and router before calling support.
- Calling 611 from any phone connects you to AT&T's automated outage line, which gives you an answer in seconds.
- During widespread outages, AT&T support lines are often busy — checking the map first saves you hold time.
What the outage map actually tells you
The AT&T outage map shows outages that AT&T has confirmed and is actively working on. It does not show every possible network problem — only those affecting enough customers in one area that AT&T has flagged them. A small number of customers with a localized problem may not appear on the map yet.
The map updates as AT&T receives reports and as technicians assess the damage. During a major outage, the estimated repair time may change several times as crews learn more about what caused the problem. If you see an outage listed for your area, you can check back on the map to watch the status update.
If your address shows no outage but your neighbors have internet and you don't, the problem is almost certainly on your side of the connection — your modem, router, or the line running into your house. AT&T support can help you troubleshoot this, but the outage map will not show it.
Steps to take before calling AT&T
Restart your modem first. Unplug it from power, wait 30 seconds, and plug it back in. Wait another two minutes for it to fully restart — you'll see lights on the front of the modem stabilize. This fixes the majority of internet problems that are not network outages.
If the modem has lights on but they're not the normal pattern, check the manual or the AT&T website for what each light means. A red light usually means no connection to AT&T's network. An orange or amber light often means the modem is still starting up.
Restart your router next if you have a separate one. Unplug it, wait 30 seconds, and plug it back in. If you have a combined modem-router unit (sometimes called a gateway), restarting it once covers both devices. After restart, wait a few minutes and try connecting to the internet again.
If you still have no internet after restarting both devices and the outage map shows no outage in your area, you're ready to contact AT&T support. Have your account number and the modem model number ready — you'll find the model number on a sticker on the back or bottom of the device.
When to contact AT&T support
Contact AT&T if the outage map shows an active outage in your area. You don't need to report it — AT&T already knows. What you want to know is the estimated repair time and whether you're may be able to access for any service credit. AT&T sometimes offers credits for outages lasting more than a certain length of time, though policies vary.
Contact AT&T if you've restarted your equipment and still have no internet but the map shows no outage. Have the modem model number and your account number ready. The support representative will walk you through additional troubleshooting steps or schedule a technician visit if needed.
You can contact AT&T through the website, by phone, or through the AT&T mobile app if you have it installed. Phone support is usually fastest during an outage because the representative can see your account and the outage status when ready. During major outages, wait times can be long — the outage map is faster for just checking status.
What happens during a major outage
During a widespread outage affecting thousands of customers, AT&T support lines become very busy. You may wait on hold for 30 minutes or longer. The outage map becomes more useful than calling in this situation — it will tell you the status and estimated repair time without the wait.
AT&T prioritizes repairs based on the number of customers affected and the cause of the outage. A fiber cut affecting a neighborhood gets faster attention than a single customer's modem failure. Major outages caused by weather or accidents can take several hours or longer to repair, depending on what needs to be fixed.
If you need internet urgently during an outage, consider using your mobile phone's hotspot feature to connect a laptop or tablet. Most phone plans include some amount of mobile data. This is a temporary solution while you wait for AT&T to restore service.
Outages versus slow internet
An outage means you have no internet connection at all. Slow internet means you're connected but the speed is much lower than normal. These are different problems with different solutions. The outage map only shows complete outages, not slow speeds.
If your internet is slow but working, restart your modem and router as described above. Slow speeds can be caused by too many devices using the connection at once, interference with your WiFi signal, or problems with AT&T's network that don't rise to the level of a full outage. AT&T support can run a speed test on your line to see whether the problem is on your side or theirs.
If you consistently get slower speeds than you're paying for, you may want to check your plan details. AT&T advertises speeds as "up to" a certain amount, which means your actual speed can be lower. During peak hours (usually evening), speeds often drop because more people are using the network.
Frequently Asked Questions
How long does it usually take AT&T to fix an outage?
It depends on the cause. A power outage affecting AT&T's equipment might be fixed in an hour once power is restored. A fiber cut or major equipment failure can take several hours or longer. AT&T's outage map shows an estimated repair time when one is available, though the estimate can change as technicians learn more.
Can I get a refund or credit if AT&T is down?
AT&T's policy on credits varies by outage length and cause. Some outages lasting more than a certain number of hours may may have access to for a service credit. Contact AT&T support during or after the outage to ask about credits — they won't be offered automatically in most cases.
Why does the outage map show an outage but my internet is working?
The outage map shows outages by area, not by individual address. You might be on a different part of AT&T's network than the affected area, or the outage might be affecting some customers in your zip code but not all. If your internet is working, you're not affected by that particular outage.
What if I can't access the outage map because my internet is down?
Use your mobile phone's data connection to check the map, or call 611 from any phone to reach AT&T's automated outage line. You don't need internet to make a phone call, so this is the fastest way to check status when you're completely offline.
Does AT&T notify customers when an outage starts?
AT&T does not automatically send notifications for all outages. You can sign up for outage alerts through your AT&T account settings if you want notifications by text or email. During major outages, AT&T may send notifications to affected customers, but this is not may provide for smaller outages.