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New Member

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8 Messages

Monday, October 2nd, 2023 12:31 AM

ATT can't install internet service due to dirty fiber box?

I was wondering if anyone has experience something like this...

On 9/13, I had requested ATT to come to my home to install fiber since it's the only ISP in my area that has fiber available. The technician came to my home and started to work on my communication box and everything looked good in my house the left to go to work on the box located outside my area.

2 hours later the ATT tech came back and said that he could not get the internet service installed due to a dirty box and is preventing him from working. I asked why he couldn't clean it and it was reported by him that they aren't allowed to clean boxes and had submitted a ticket for another team to come out and clean it up so that he can continue with the installation. He said he couldn't do anything until the box was cleaned so the installation was postponed and told me to wait for the customer service team to call to set up another appointment.

I called the cs team the following day and another appointment was scheduled a few days from 9/13. The appointment came and the tech was a no show which prompted me to call the cs team to ask what happened and... the same message was added to my order saying that the box needs to be cleaned.

I waited for a few more days then called cs again and thyley scheduled a 3rd appointment. When the 3rd appointment came... the tech did not show up again! Called cs and low and behold the tech wrote down the box was not cleaned.

I wrote to ATT on Twitter and the social media team contacted me and said that the ticket for the team to clean up the box was a P1 and that they should have it cleaned by 9/26.

When 9/26 came... the social media team contacted me and scheduled out an appointment for 9/27 later in the day the tech said that he had to cancel the appointment because... you guessed it, the box was not cleaned!

It has now been 3 weeks and my order is now tentative/pending so I was wondering if anyone from r/ATT had ever experienced something this ridiculous. If so, what did you do to expedite the process to have the team clean the box and get internet installed into my home?

Thanks!

Edit: another strange thing was that I asked the social media team if anyone else had reported the problem and they said it was just isolated to my home which does not seem right....

Former Employee

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22K Messages

5 months ago

The concern is what is meant by dirty….

If means fiber terminal is missing, equipment shortage part of ongoing global shortage, could take up ton3 months.

If means physical dirty connection on light test issue could be from construction with crushed fiber or missing fiber cable requiring construction to run the fiber to the terminal.

Could be faulty or missing splitter at PFP.

There are other possibilities, did the tech complete all inside work including placing NID, inside fiber, fiber jack, left equipment with power supply, etc… if yes just waiting on outside resolution.

If all work is not completed inside including equipment placed with connectors, cable then have a longer wait.

Note if this was just a dirty terminal connection an outside tech normally resolves within 48 hours.

If the issue is at the tether that is buried they need a crew out to unearth (dig) before access could be provided. If your area requires permit for digging can add to the delay. 

New Member

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8 Messages

5 months ago

Thanks @my thoughts 

The tech just said there were goopy stuff on the box and said he wasn't going to touch til the cleaning team came to clean it up. All the equipment inside is all set up except for the modem since the tech said that they would come to set up the modem after the box outside of my house was cleaned and that was it. Never saw the tech again except for that 1 time at the initial installation date. 

Community Support

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229.6K Messages

5 months ago

Hi @isarawr

 

We understand the gravity of the situation, and we're here to help!

 

We'd be more than happy to assist in getting a tech out to you. To do this, we will need to move this conversation into a direct message. Be on the lookout for a chat notification in the upper right-hand portion of the page.

 

Looking forward to hearing back from you!

 

FionaA, AT&T Community Forum Specialist

3 Messages

5 months ago

Same exact scenario here in Brentwood, Tennessee. Ordered fiber almost a month ago and tech arrived a few days later. This seemed promising! After about 30 minutes he informs me that the "tube" between the neighborhood fiber distribution box a few doors down and the box at the edge of my yard is blocked/dirty and he can't pull the fiber through. He says it may take a couple of weeks for the cleaning crew to clean the tube, then I'll be rescheduled for install. (Checking the order status just shows the order is delayed, and has for almost 3 weeks now), so I called customer support. After about 20 minutes of help, I was told the cleaning crew has been notified. Of course, I asked for a projected date and was told "you'll be contacted after they're done to set up your installation appointment." Duh, I already knew that much. What I wanted to know was when the cleaning crew will come out and when to expect to finally have fiber. But apparently ATT have not made their cleaning crews give any projections for completing a service job. You'd think ATT could do better--they certainly were fast and efficient at signing me up for fiber and phones!

(Also, I suspect that any discounts I was promised by bundling fiber and phones will also be "delayed" since I'm not able to use the fiber yet. Ugh...)

 

(edited)

Community Support

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229.6K Messages

5 months ago

Hi @Trying2StayCalm, we appreciate your patience. We'd be glad to help!

 

Due to the nature of your concern. We will need to move this conversation into a direct message. Be on the lookout for a chat notification in the upper right-hand portion of the page.

 

Looking forward to connecting with you.

 

JasmineS, AT&T Community Forum Specialist

New Member

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8 Messages

5 months ago

@Trying2StayCalm Yea my appointment is set to "On Hold" so not sure how long it will take to get resolved. 

One thing that was also quite surprising was that one day I got a call from ATT CS and my case was postponed til May 18th 2024! The social media team on Twitter said that was just a date the Tech put on there but if it was something different than just a simple clean and clear like what @my thoughts said then it could take until May 18th 2024...

3 Messages

5 months ago

@isarawr, I finally got my rep involved (the ATT guy that managed our onboarding process). He was able to access people I can never get to, but as of this afternoon all I learned is that someone did come out 3-4 days ago to fix the first problem but found a second issue with the fiber hub that will have be fixed before the clogged fiber pipe can be addressed. Sigh... I've not gotten a time estimate but at least the rep is tracking things and pressing some buttons out of my reach.

One good thing--the rep said he'll push for some type of credit for me having to keep my old cable account active until this gets resolved. We'll see how things go. (He's a great rep, so none of this is on him. This is clearly a corporate problem.) Hope your date issue is just a glitch/mistaken entry! Fingers crossed, eh!

New Member

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8 Messages

5 months ago

@Trying2StayCalm Great to hear that everything is still being worked on! Hope you can get fiber installed soon! 

Yea the social media rep on Twitter that I talked to was very helpful and gave me updates. Unfortunately, he couldn't continue forward with pushing the technician to get it installed quicker. I'm not sure if there is something else blocking the technician from proceeding but it seemed like the only thing they were waiting for was to get the box cleaned. 

I wish the technician gave the social media rep more information so at least different updates were given but... it was always the same old thing, box not clean. 

New Member

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8 Messages

5 months ago

So talked with some of the neighbors and they did not have any issues with installation. So I'm not sure why we're being singled out on internet installation...

Scholar

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3.7K Messages

5 months ago

Simply put their Fiber conduit was not blocked but you's was blocked. They often are not shared unless 2 side-by-side unit sharing the same conduit across across a road from a single Fiber Terminal.

The pipe could have been crushed or improperly installed and damaged. It takes a construction crew to preform that work and not a local install Tech.

Where it is the closest address that had Fiber available on your side of the street and  is installed. A collapsed conduit may impact 2 or more customers.

Dave

(edited)

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