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ingberma's profile

5 Messages

Monday, May 27th, 2024 11:03 PM

AT&T Fiber self install keeps failing during the account validation stage

My fiancé and I just bought a house. We decided to try AT&T Fiber for internet. I placed the order online and received my kit for a self install. I've tried multiple times to do the install, and each time it stops during the account validation phase. I spent an hour on the phone, mostly on hold, with a call center overseas and the person was useless. Had no idea what he was doing. Just kept putting me back on hold. Upon reading in the forums, it looks like we may have to verify we own the house, but we have no utility bills since we haven't even moved in yet. And what I'm reading is that the email address to verify doesn't do anything. And doesn't resolve the issue for others. Waiting months and getting no help. Anyone able to point me in the direction to get this resolved? The former owners of the house had AT&T Fiber, so I know it's available. Why does AT&T make it so hard to get service? 

Accepted Solution

Scholar

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4.2K Messages

26 days ago

Great just to confirm did you get it setup, powered on and does it display a "White" System LED on the front?

If yes then just connect to the default Wi-Fi using the information from the back of the BGW320 for the Wi-Fi SSID and Access code printed on the label.

You can complete the final registration steps at https://lsreg.att.com/LSRegGreetings.html

Dave

Scholar

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4.2K Messages

26 days ago

Upon reading in the forums, it looks like we may have to verify we own the house, but we have no utility bills since we haven't even moved in yet.

Not usually an issue if they sent you a new self-install kit. Are you using the AT&T Smart Home Manager app for the setup steps?

Worst case you can call 1-800-288-2020 and say you have failed self-install and they will schedule a tech visit to complete the install but you will need to be present during the visit.

Dave

5 Messages

26 days ago

Yes, I followed the instructions through the app, and then called after it didn't work a dozen times and got routed to a call center in India and dealt with someone who had no idea what he was doing and kept me on hold for 45 minutes. 

Scholar

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4.2K Messages

26 days ago

@ingberma 

You can complete the install and setup without the SMH app. What AT&T Gateway did you receive? Examples are BGW210-700 or BGW320?

Dave

5 Messages

26 days ago

BGW320.

5 Messages

26 days ago

It goes white, then starts rapid flashing green. I'll try to connect to the wifi. Thanks Dave.

5 Messages

21 days ago

So, this didn't solve the problem. Supposedly someone who used to live in the house still has my address on their AT&T account. Probably no service for it, but it's there. And the ridiculous thing is that AT&T said they have to call this person, hopefully they have a good phone number for them, to confirm that this person doesn't live at that address. When, or more importantly IF, they get ahold of this person, they can activate my service. And who knows if this person cares enough to take care of it. So I'm likely going to have to cancel this service, that I can't even activate, and go over to Comcast. 

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