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rt1c's profile

New Member

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4 Messages

Sat, Sep 10, 2022 6:12 PM

Fiber Installation: Horrible job, drilled into the house / bent panels to get the job done

How do I report a problem with installation of the fiber run to my house?

Pre-fiber, I had a AT&T land-line.  House is newer construction, and has an external "Phone" access panel, behind which is the AT&T NID for the land line.

Day before my fiber installation, AT&T techs showed up to make sure the fiber run to my house was solid.  (BTW - This was great, as then the installation focused on inside the home.)  We went out to dinner, and the installers finished the job.

Got back, and I was APPALLED.

* Installers bolted a new NID to the stucco on the side of my house.  The screws aren't sealed; and if it rains water will leak into the wall.

* The fiber run goes into the "phone" access port - they then ran the fiber from in there, to the new NID, and BENT THE ACCESS PANEL TO MAKE IT WORK.  You can see the footprints on the panel showing they had to stand on it to make this work.

I'm speechless.  The old NID should have been replaced with a new one that supports both fiber and a land line.  Or, deferred installation until I was consulted.  Drilling a hole in the stucco without the homeowners consent; altering the access panel; and leaving large black fiber runs on the outside of the home really shows a lack of understanding.  As it stands, the HOA is going to complain - and there's nothing i can do about it.

But don't take my word for it.

Photo taken after the installation, before the internal work.  You can see the footprints on the telephone access port, and the screw that was removed to leave room for this.  The inside wiring installer came the next day and had no choice but to run another black fiber following the same path.

I didn't take a photo of the unsealed screws into the stucco, but you get the idea.

How do I report this / where do I follow up to get AT&T to come out and fix this?  The fiber gateway has a phone port on it - can we just run the land line into it?

browndk26

ACE - Professor

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4.9K Messages

3 months ago

Why did leave your house while an install tech was inside?

New Member

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4 Messages

3 months ago

I didn’t. The work done was all external. No tech was inside the house - no internal work was done until the next day. 

ATTHelp

Community Support

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204.2K Messages

3 months ago

Let us see what we can do about your installation, rt1c.

 

To keep your personal information safe, we will send you a Direct Message. Look for the chat icon next to the bell icon in the upper right corner of the page.

 

Aminah, AT&T Community Specialist

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