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elliscounty100's profile

New Member

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2 Messages

Saturday, July 30th, 2022 12:58 AM

Fiber installation - Problem with outbuilding? Is fiber really "available"?

I should begin by saying that there is no other available internet in my neighborhood unless you are willing to deal with satellite metered internet. Never mind the fact the phase 2 and 3 both almost completed in our subdivision are both "AT&T Fiber Neighborhoods" as the big signs love to promote. Well, it's been about 6 weeks since all the crews got done with the horizontal drills and running lines through people's yards. Some people even have had success getting fiber installed in the last 4 weeks. I wish I could say I was one of those people. I got notification that fiber was "available" in my area, so like any other gullible AT&T customer, I thought I could just setup an installation and it actually happen. Took time off work to be there during the installation window, confirmed over the phone with the rep that the tech would be out at that time, but the window came and went. No call, nothing. Then when I called customer service the same day, they said there was some problem with an "outbuilding".  Told them I'm not really sure what that means since I don't have/own any "outbuildings", to which they replied, "oh, that could be one of our facilities or boxes". The rep on the phone explained that these are usually cleared up within a week during which time the engineers would be notified that something needed to be done and they would find a solution. Then the rep explained to me to call back in a week with the order number if I hadn't heard from them. A week came and went, so I called customer service as instructed by the previous rep. The new rep said the exact same thing, and then told me that they couldn't tell me when to expect a resolution, but that fiber was "available" in my area, to which I replied, " I guess my definition of available and AT&Ts are entirely different, aren't they?" The rep chuckled on the phone and tried for over another hour to get some answer from someone, but to no avail. Eventually, he told me he would call every night to get me a status update, which he did for 2 days, but then nothing. Most recently, I went to the AT&T store nearby (an actual company store not a franchise) and told them my experience. They apologized and said that they would help me sign up for service. I asked how it would be any different, and the store rep just replied that it usually only takes 3 days to get installed. He setup the service, I got a text saying that it had been setup while in the store, and he even wrote down my information to follow up with me about it. He never did, but then about an hour before the installation window for my latest tech to be there, I got a call from AT&T installation services saying there was a problem with an outbuilding, so the tech wouldn't be coming, but that they should call me back in 1-2 business days to reschedule when the problem with the outbuilding was fixed. It's now been another week, and no call. Well, AT&T you got me again. I bet this is a real game to you to treat people this way and waste their time. Instead, I get post cards, emails, texts, and other advertisements from AT&T stating that FIBER IS NOW AVAILABLE IN YOUR NEIGHBOHOOD or AT YOUR HOME! Maybe you should install and fix all the outbuildings before you actually tell people your service is available. In my opinion, the only people worse than you are politicians who promise what they can't deliver. I've been a customer for 20 years. 

Community Support

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229.9K Messages

2 years ago

We sincerely apologize for the delay with your Fiber installation and the lack of communication on our end, elliscounty100!

 

Whenever there's a problem with the outside equipment (utility boxes, etc.), it has to be resolved before an installation can take place. Sometimes it takes a few days, sometimes it takes a few weeks. However, once it's resolved, you'll receive a phone call to have your installation rescheduled.

 

We appreciate all the years you've spent with AT&T, and hope to have you upgraded to Fiber as quickly as possible! If you need assistance with anything else, please don't hesitate to reach back out here in the Forums.

 

Thank you for being part of the AT&T Community.

 

Aminah, AT&T Community Specialist

New Member

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2 Messages

2 years ago

Maybe instead of an apology and fake platitude, you can make some actual solutions recommendations for the interim, like not charging me for any overage of the 1TB data cap. The $10 fee for 50MB of usage when you offer unlimited data to fiber customers seems a little biased don't you think. Maybe it's time for some creative strategies from actual people that actually care about the customer? I won't accept an apology as a "solution". It's never that simple, and you refuse to consider the person behind your paycheck.

Community Support

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229.9K Messages

2 years ago

Hello @elliscounty100! Thank you for reaching out, you've come to the right place! I will be more than happy to take a further look into the overage charge.

 

We recommend you to take a look into the Check Your Internet Data Use. This will help you keep track of how much data you are using.

 

 

Please reach back out for any additional concerns!

 

Shakendra, AT&T Community Specialist

 

Community Support

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229.9K Messages

2 years ago

Hello @elliscounty100! Thank you for reaching out, you've come to the right place! We will be more than happy to take a further look into the overage charge.

 

 

We recommend you take a look into the Check Your Internet Data Use. This will help you keep track of how much data you are using.

 

 

 

 

 

Please reach back out for any additional concerns!

 

 

 

Shakendra, AT&T Community Specialist

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