Get superfast AT&T Fiber internet
Godesu's profile

3 Messages

Friday, October 20th, 2023 6:48 AM

Fiber installation

I moved to a new apartment last week. I ordered AT&T fiber because it said it was available at my address. A technician came to install the Wi-Fi modem, and it turns out that my apartment doesn't have the fiber connected to the fiber box; "literally, you can see the cables tied and disconnected on one side of the box." I've contacted support through the website and by phone, but no one is providing a solution. AT&T also asked for a $100 payment in advance when I ordered the service. What can I do to resolve this issue?

Accepted Solution

Former Employee

 • 

22K Messages

4 months ago

You’re waiting on construction to bring fiber to the building and install a fiber terminal…. All the exposed wiring will be placed in the terminal with FasTec ends needing to be added to each fiber line.

The complex management should be aware of the delay, as fiber needs to be spliced and trenched to side of building, would have black rolled line of fiber. The orange line(s) would be local cable company.

May want to order cable service until fiber is completed hopefully within next 30 days. 

Accepted Solution

Former Employee

 • 

22K Messages

4 months ago

Most MDU fiber terminals I have seen are Corning and while size varies should look similar to…

https://images.app.goo.gl/maNzLpsZ8rpgwfVc7

units fiber comes in on one side, wraps around back then ends placed and fiber strands are parked along the bottom till subscribed. The multi strand fiber connections are to the top connections, a unit when orders is assigned one of the connections which correlates to a connection at the PFP, tech installs corresponding fiber strand port from assigned splitter to the PFP connection.

Example … fiber assignment splitter 2 port 16 (2-16) to 115 PFP to term xxx -5. Good light level at terminal then tech connects your individual fiber strand to your address to port 5 in terminal, places a FasTec fiber end, installs wall plate, ONT / gateway. Tech uses Ruby Red to place light on the strand in your unit to find the strand in the terminal.

Until see all the fiber lines going into a mounted secured terminal box there is no need to schedule another tech appointment. Construction has to finish before tech could do anything outside, they could do inside work such as place fiber end, wall jack and install equipment but nothing could be activated till outside is done.

(edited)

ACE - Professor

 • 

5.8K Messages

4 months ago

The tech should have submitted a request for an outside tech to complete the work needed. Other option is to contact apartment management. The work not completed may have been a contractor. Please post a picture of the “fiber box”. The box is on the outside of the building or in your apartment?

3 Messages

4 months ago

Hello, thank you for your response. I'm not sure if they have opened a ticket because they sent technicians for 3 consecutive days just to get the same response, and I've attached the image.

Community Support

 • 

229.8K Messages

4 months ago

Hi @Godesu, we're glad that you're trying to get AT&T internet service. Let's get the help you need.

 

We need some account specific information, hence we are requesting you to connect via direct message. To get started, please look out for a chat notification next to the bell icon in the upper right corner of the page.

 

Looking for to connecting with you.

 

JasmineS, AT&T Community Forum Specialist

3 Messages

4 months ago

Indeed, inside my unit, all the wiring is fine, and everything is connected. It's just the issue outside. So, there's no other option but to wait. Thank you very much for your responses; it's appreciated.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.