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JeffGnLA's profile

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2 Messages

Tue, Aug 16, 2022 6:05 PM

Constant No Show for Fiber Internet Install

After 3 no shows for fiber install, I started fresh and created a new account.  Got all the texts etc about my upcoming appointment.  And surprise - NO SHOW.   The only difference is that if I went to MyATT app it did say the tech was running late and probably wouldn't be there before 5 PM  (My appointment window was 8 to 10 am).

Calling the 800 number is impossible and I resent the waste of time involved.  Yet I want to talk to a human and I want this resolved.  This is absolutely shameful customer service.

dave006

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First what day of the week are you requesting your Install for?

The busiest most requested days are Fri-Sun and those are also the same days many techs that already work 6 days a week want to take some time off. Did any of your Install appointments happen to be on Tue-Thu?

Next challenge there may be an outside facilities issue that the techs can see and as a result your Install is deferred while a ticket is opened to address a number of possible blocking issues.

Do any of your close neighboring addresses (either side of your address) have AT&T Fiber or also qualify for Fiber?

https://www.att.com/availability

Oh and there is that pesky Covid-19 that keeps messing with tech availability.

Dave

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Thanks, Davd006.

Except for yesterday (Monday) I have had two mid week appointments and one on a Friday.  Indeed there is an issue - they have to bring in the cable from the pole and need a basket to get up there.   But repeated appointments?  Not letting me know?  Not even knowing what I do next?  Covid- sure a possibility although we are in a medium transmission area.  Again - how about letting me know.  I can be patient and understanding but sitting around waiting for the phone to ring so to speak is not acceptable.  (Your last question - there have been other installs in my immediate area and street.)

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Same here. Been waiting since December. 8 months.

Have my account number but no install yet.

"Outside facilities issue"

dave006

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 Indeed there is an issue - they have to bring in the cable from the pole and need a basket to get up there.

Well that's the outside issue.

Why did you create another account since you may now have at least 2 pending installs in the AT&T system?

Check your orders and you should see an install date of Dec. xx, 2026 or that you cancelled the install. Yes we know you were not the person that cancelled the install.

So stop ordering new installs. You need a ticket opened to get the right outside service support. A bucket truck with an AT&T Outside Tech and not simply a Contractor or AT&T Install tech with a panel van with a short ladder.

The trick is that we don't know if anyone created (referred) a work order to outside tech and it is in the Queue or Someone cancelled it.

You should call again 1-800-288-2020 to get a phone rep to open a Ticket. It may take a while on the phone call as the phone reps are just call center based reading from scripts.

The other next step is for you to go out and look at the pole to see if you have a Fiber terminal on your nearest pole or one inline with your pole and post a picture here.

You are looking for an Orange Tag on (usually the lowest) cable with a unique number. There will be a Fiber terminal lashed to the pole near the tag.

Note: you may need to send the picture to your email address to reduce the size of original picture to post.

It may be that you need a drop lashed between multiple poles before dropping to your house. Do the houses on either side of your address have active AT&T Fiber service?

This one is not yet active. You should see 4 ports and we hope 1 or more do not have a cable already connected.

This is the newest version Evolv™ HC ROC™ Drop Toneable Assembly - Strand.

Dave

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Same thing happened to me yesterday, but I ended up being able to install it myself.

Did they mail you the equipment? If so, then that means they believe Fiber is already installed at your home and you can do a self-install. You'll need to locate the fiber box, mine is located in the garage and is a white box on the wall (wall that'll have the outside on the other side of the wall) and has a small AT&T logo. I opened the bottom panel and there's an Ethernet port there....connect an ethernet cable to that port & connect other side of the cable to your new Router in the ONT port. There should be a sticker on the side of your router that you can scan which will download/install an app on your phone & walk you through the install process.

Hopefully you have the equipment and you'll be able to do a self-install like I was able to do.

dave006

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@mavericksfan_04 

I am not sure who you are replying to but so far all the posts are related to issue(s) beyond the ONT also referenced as an "outside" issue. The individual that started this thread needs an aerial Fiber drop installed from a utility pole. 

Your address had previous service so you qualified for a self-install and AT&T sent you a new Gateway to self-install. It's great that you were able to reuse your exiting ONT and it had power. Not all self-installs work out and require a "truck roll" to resolve issues.

Dave

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