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New Member

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4 Messages

Wednesday, August 12th, 2020 10:26 PM

AT&T Fiber current frustration and dissatisfaction

Has it taken anyone else a week to have AT&T Fiber set up? At first it was delayed modem shipping, then the service box was missing a power supply, and now the PON light is off, alarm light is red, and data is Amber and I still do not have internet. Allegedly a tech is coming tomorrow but last time they unexpectedly and without warning me, cancelled the appointment. If it’s not fixed tomorrow, should I just cancel service? 

Accepted Solution

Official Solution

Community Support

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229.8K Messages

4 years ago

Hello @YoloMyXyloto

 

Your disappointment is clear in your original post and it's unfortunate to hear of the experience you have encountered on your attempt to use AT&T Fiber service. Be assured, there is always light at the end of the tunnel; we just hope for the chance to support you with a resolution. 

 

It's not our intent for a new customer to have to wait a week for service; however, at this time there have been many factors that can be beyond the control of AT&T. We will always look for ways to improve the customer experience. Your feedback and post is appreciated. 

 

Based on your post yesterday, you mentioned that you have an appointment for today. The dispatch should get everything in alignment with your services up and running. Should you have any further issues or concerns, feel free to let us know. 

 

Keep in mind this is a Community Forum and we may not be able to respond right away, therefore if you need immediate real-time support for any issue with your AT&T Fiber services, feel free to open a chat with us online. You can use this link, scroll to the bottom of the page and select the chat button.

 

Chad, AT&T Community Specialist. 

ACE - Guru

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9.9K Messages

4 years ago

Totally up to you. 

 

Maybe you haven't heard about it but there's this virus thing going around? 

 

That's making things like service calls extremely difficult to schedule and complete.  So many people are working from home that the support calls are overloading what is usually a pretty fragile system to begin with.  That's absolutely no excuse for the pitiful way AT&T is communicating with customers about cancellations, etc, however, but thems the facts.

Scholar

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3.7K Messages

4 years ago

Has it taken anyone else a week to have AT&T Fiber set up? At first it was delayed modem shipping, then the service box was missing a power supply, and now the PON light is off, alarm light is red, and data is Amber and I still do not have internet. Allegedly a tech is coming tomorrow but last time they unexpectedly and without warning me, cancelled the appointment. If it’s not fixed tomorrow, should I just cancel service?

Normally no but in your case you were setup as a self-install. This meant that the previous customer had AT&T Fiber service. The ONT and it's power supply should have be left connected. However your ONT's power supply was missing and your Modem (Gateway) was delayed in the mail.

 

Now it appears that your Fiber drop may not be connected. That would be why the PON light is out. Can you check the small box ONT to see if there is a green connector on the white cable plugged into the bottom of the ONT? It would be on the left, then the Ethernet cable to your Modem in the middle and the power supply cable on the right.

 

Dave

New Member

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4 Messages

4 years ago

dave006

 

There is a green connector plugged into the ONT with a small white apparatus sticking out of it.

 

Sorry I do not know how to reply to your comment directly.

(edited)

New Member

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4 Messages

4 years ago

The BGW210 says power is on and broadband is flashing red.

Scholar

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3.7K Messages

4 years ago

There is a green connector plugged into the ONT with a small white apparatus sticking out of it.

OK that means everything under your control is done. Without the PON light being on the ONT. The modem will never complete startup which is why you have the flashing red Broadband light.

 

At this point there is no light signal present at the ONT so a tech will have to work backwards to the PFP to figure out what is not connected and correct it.

 

Dave

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