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Boxalwaysfalls's profile

Contributor

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1 Message

Sunday, November 17th, 2019 11:50 PM

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Box falls easily and wire breaks

We have been very happy with our fiber service, but the installation of the white box on the wall is very weak. The box falls off basically whenever it is touched. And the dogs toys knock it off.  Ugh 

 

 The problem is a thin white wire which goes into a green plastic port inside the box breaks.   If I could figure out how to remove the remaining broken white wire from the green port I probably could thread more of the hanging wire into the port to make internet work again.  

 

The first time this happened, I called the technician who took two days to come out and fixed it in about 3 minutes.    I would like to fix this myself again. Not have to call anyone,  but I don’t know how to get the existing wire out. Any ideas? 

Community Support

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230.4K Messages

4 years ago

Hi @Boxalwaysfalls,

 

We're happy to help.

 

A technician will have to repair the box to make sure it's done correctly and that no further damage is caused. 

 

We'll be sending you a Private Message to gather your account details so we can send someone out. Be sure to check your Inbox for the message.

 

Aminah, AT&T Community Specialist

Mentor

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38 Messages

4 years ago

You referring to it as a "wire" tells me that you probably do not have the equipment to fix it.  🙂  And, most people will not.  That is actually a single strand of the fiber optic cable and indeed it is very fragile and has no strength whatsoever.  I am surprised that it is exposed and is not secured inside the ONT's mounting bracket.  And, I am also somewhat surprised that the ONT (white box) falls of the wall that easily; it is probably just attached with double-sided tape.  The AT&T technician could definitely have done better.

 

When the next tech comes out, make sure that the bracket is securely fastened to the wall, the fiber cable itself, and not just the fiber strand, is securely attached to the inside of the bracket and the bracket has an SC/APC coupler (jack) installed; it all comes as a kit.  The connection to the ONT should be a short fiber patch cable to the jack on the bracket.  If you break the patch cable in the future, it is readily available and you can replace it yourself; ask the tech to leave you with a spare one or two.

New Member

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1 Message

3 years ago

Our fiber optic box keeps doing the same thing, my husband picked up one of the wires to vacuum underneath and it just fell apart.  We had just had a technician out to fix it a few hours before!  When I called AT&T the customer service rep told me that her grandmother vacuums all the time and it has never come loose for her.  How is that comment supposed to help with my problem?  Going to look into new internet service if this problem isn't resolved soon!

(edited)

Teacher

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106 Messages

3 years ago

this seems like an epic failure of (1) the install tech, and (2) the customer.

Common sense could have prevented this. I have my "white box" (whatever that means - there are many white boxes) in a secure place, not near "dog toys".

Do you have your dog toys around a fireplace or near an open electric circuit, too?

And if you damaged fiber... Yikes dude. That's on you, bro.

New Member

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1 Message

3 years ago

Hi! My box has fallen off the wall as well this time the wire is broken. No internet. And they want 150$ to have someone come out NEXT WEEK so I'm just going to switch to someone else at this point. My service is crap anyway! 

I would fix it myself if I could. But I am unable to get down on the floor like that anymore. Doubt they will even offer to help!! Goodluck the rest of you!

New Member

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1 Message

2 years ago

Did you have to pay for the wire to be fixed or replaced? My youngest child was in his walker and knocked it off of the wall and now the wire has been damaged. I have a tech coming tomorrow but was wondering if you were charged for it.

ACE - Professor

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5.8K Messages

2 years ago

The original post is from 2019, last response was 10 months ago. Better to call att and ask. But I woukd expect $150 or so. The tech might be nice and not bill you.  You might consider moving the ONT to a safer location. 

New Member

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1 Message

2 years ago

Yes I agree 100% it also dose not work, as well as my neighbors WiFi works in my house (everywhere) att dose not work in all of my house and they charge so much 90. A month after your with them for a while it 

just stinks and then when u call them they charge you to fix the cable and you have to wait no wonder why they pay such dividends

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