AT&T said Fiber Internet service was available for a house and allowed us to sign-up for service, but continues to delay installation.
My wife and I were looking at houses to rent or buy. We frequently used the search tool at https://www.att.com/buy/broadband/availability.html to see if a house had AT&T's Fiber broadband service. We found a house and checked Internet availability using the link above. AT&T said service was available. We rented this house and I signed up for the AT&T Fiber Internet 300 plan on 06-22-2022. I scheduled the installation for 06-28, but rescheduled for 06-29.
On 06-28, I first got a call from AT&T saying there was an issue and the installation was on hold and they estimated the problem would be fixed on 07-07. However, later that day, I received another call from AT&T attempting to sell me additional services as well as confirming my installation for the next day. The agent wanted to confirm that someone would be at the house the next day from 12-2 pm ET for the installation. I brought up the previous call from earlier in the day and was told the installation was "good to go" and that the installation technician would be there from 12-2 pm. I had my suspicions. I found an AT&T forum post describing nearly the same scenario as I experienced. See https://forums.att.com/conversations/att-fiber-installation/outside-facility-issue/61f665c5ba0bc973e320bb8c – So, I chatted with AT&T support via the website about the two calls and was assured that indeed an installation technician would be there the next day from 12-2 pm.
My wife drove over an hour to be at the house for the installation and nobody from AT&T showed up. Unfortunately, it seems that this AT&T pattern of behavior is not uncommon. Others in this new neighborhood have apparently experienced similar issues with AT&T allowing them to sign-up for service and then delaying installation for weeks/months.
During the week of 06-27, I chatted with & called AT&T support more than once and was told that the estimate for the problem to be fixed was now 07-15. I also found out my left next-door neighbor at the new house has the AT&T Fiber 1 Gig plan and it works fine.
I spoke & chatted with AT&T a couple more times – they stuck to the 07-15 estimate. On the evening of 07-15, I filed a Better Business Bureau complaint for the lack of having my Internet service installed, AT&T allowing people to sign up for service and then giving them the "run-around", as well as the financial and other hardship caused by them for us as a family and trying to work from home without adequate Internet.
On 07-18, an AT&T technician was at my right next-door neighbor testing the fiber lines. He said the fiber was testing fine and he didn't know of any problem for us or the area. He said he called the office and was told 07-22 was now an estimate of the alleged problem being fixed. He told me that he honestly thought he was being lied to. That same day, I received a call from a Paulette at the AT&T President's office responding to my BBB complaint. I received another two calls from Paulette on 07-19 & 07-20 asking questions related to confusion over the service location.
On 07-18, after my first call from Paulette, an AT&T car pulled up across the street and sat with the car and A/C running for 30-45 minutes, but the man in the car never got out and then drove off. I have no idea what that was about. It seemed quite odd.
On 07-22, I chatted again with AT&T support, but nothing had changed.
As of today, 07-25, nothing has changed and we still have not had AT&T install our Internet service. This is completely unacceptable and it sure seems like AT&T is just jerking us around. I just finished filing complaints with the FTC and FCC. I am not trying to be difficult, but AT&T needs to step up its game. Again, it is quite hard to believe there is any legitimate problem getting my service installed when my next-door neighbor has AT&T Fiber 1000 (1 Gig) Internet service without any problem and we share the same fiber tap on the front lawn.