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mopa92's profile

5 Messages

Friday, February 9th, 2024 6:46 AM

Frustration with Recent Fiber Installation Project

I am writing to express my deep dissatisfaction with the recently completed fiber installation project in my neighborhood, which has significantly impacted my day-to-day life and work.

Despite enduring six months of disruptions and promises that were not fulfilled, I find myself with a fiber line that has been installed but only directed towards my neighbor's home. The completion of the project was announced, asserting that my home is serviceable, yet I am now actively inviting AT&T to install services, with no progress in sight.

What frustrates me further is the lack of accountability on your end. Multiple inspections have occurred, but no tangible work has been executed. The person assisting me refuses to provide any estimated timeline for correcting the errors. This lack of transparency is unacceptable.

As a remote worker, I had high expectations for AT&T's service, especially considering this marks your company's introduction to the Las Vegas internet market. While I understand that hiccups may occur, the level of customer service and attention to detail has been sorely lacking.

I recently had to reorder services after my initial order was inexplicably canceled, adding to the frustration. The absence of accountability for errors during the fiber placement is disappointing, and the refusal of services is bewildering.

It is disheartening to witness AT&T invest in Fiber internet without a clear intention or readiness to fulfill its promises, ultimately disrupting our lives. I implore your team to address these issues promptly and transparently, providing updates and a concrete timeline for resolution.

Accepted Solution

ACE - Expert

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35.9K Messages

4 months ago

My patience is wearing thin, and I demand the attention and action that this situation warrants.

Then you're in the wrong place.

Do an FCC Complaint.

Community Support

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232.9K Messages

4 months ago

Hi @mopa92, we apologise for the inconvenience this has caused, and we want to help change this experience for you.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

 

Thank you for contact AT&T Community Forums

Ancy, AT&T Community Specialist.

5 Messages

4 months ago

Dear Customer Service,

I am writing to express my profound frustration and disappointment with the abysmal level of attention and accountability displayed by your team regarding a persistent neighborhood-wide issue with the conduit. As I emphasized in my previous communication, this matter requires immediate attention, and your inadequate response only fuels my dissatisfaction.

Despite clearly outlining the scope of the problem and explicitly stating that it affects the entire neighborhood, it appears my concerns have fallen on deaf ears. This is precisely why I hesitate to contact customer service in the first place – the apparent lack of diligence and attention to customer feedback.

The conduit issue is not a trivial matter; it demands urgent resolution. I insist on escalating this matter to someone with the authority and capability to address it effectively. If Tilsen or another responsible party can rectify this situation, I demand immediate action. The absence of accountability and the inability to identify the appropriate department only exacerbate the frustration I'm experiencing.

It's utterly bewildering that, even after completion of the project, there is no clear avenue for residents like myself to seek assistance. The project team seems to have vanished, leaving us in the dark about who to contact in case of problems. This lack of transparency is unacceptable.

I implore you to step up and take charge of this situation promptly. If you cannot provide a solution, please direct me to someone who can. It is your responsibility to guide customers to the right channels for assistance, especially when there is a glaring neighborhood-wide issue at hand.

I expect a swift and effective response that demonstrates a genuine commitment to resolving this matter. My patience is wearing thin, and I demand the attention and action that this situation warrants.

Community Support

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232.9K Messages

4 months ago

Hi @mopa92,

 

Let's get the help you needed. I understand the challenges that you are facing with fiber installation.

 

We determine the issue needs account specific support. To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.”

 

Thank you,

Justin, AT&T Community Specialist.

5 Messages

4 months ago

I trust this message finds you well. I am writing to express my deep frustration with the ongoing installation challenges I've been facing. Despite multiple attempts to resolve the issue, a troubling cycle persists.

The initial setup proceeded as normal, with technicians sent out. However, they discovered that the conduit was placed crookedly, and access to my neighbor's front yard was denied. The technicians advised me to contact customer support, initiating a loop of no resolution.

Each time I call customer support, the technicians are sent out again, only to face the same roadblock. There is no clear escalation process, and it feels like a game of hot potato with no one taking accountability for fixing the issue.

The installation is at a standstill as the conduit needs realignment, and my neighbor is unwilling to grant access. The lack of progress is highly frustrating, and I urgently seek your intervention to break this cycle.

Moreover, it's apparent that the current customer support framework is not equipped to handle the complexities of my situation. I urgently seek assistance from a specialized team or department that can navigate this unique challenge and provide a resolution.

Your prompt attention and guidance on how to connect with the appropriate resources would be greatly appreciated.

Best regards,

[Your Name]

Community Support

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232.9K Messages

4 months ago

Hi @mopa92,


Let's get the help you needed. I understand the challenges that you are facing with fiber installation.

 

We determine the issue needs account specific support. To assist you best, we encourage you to review our Contact Us page to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.”

 

Thank you,
Justin, AT&T Community Specialist.

Former Employee

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22.5K Messages

4 months ago

If the service terminal is in the utility easement requiring access the property owner cannot deny access, however the cops may need to be called to force the access.

In our state, utility easements are 15 feet in from the roadway or alleyway and 8 feet on either side of adjoining property lines. If your state is different please reach out to the local government office that controls easements to determine the course of action that can be taken. 

If access can not be obtained then service must be denied.


https://codelibrary.amlegal.com/codes/elkonv/latest/elko_nv/0-0-0-4925

The following easement requirements shall apply to all new subdivisions:
   A.   Utility Easements:
      1.   Where alleys are shown on a final map, utility easements four feet (4') wide on each side of each alley shall be dedicated for aerial overhang. Where alleys are not shown on the final map, utility easements six feet (6') wide on each side of rear lot lines shall be delineated on the final map and offered for dedication. In addition, guy and anchor easements one foot (1') wide on each side of a side lot line and thirty five feet (35') in length measured from the rear lot line, in locations selected by the City, or as required by the serving utility, shall be shown on the final map and dedicated.
      2.   Utility easements five feet (5') wide adjacent to each side of side lot lines, and where service to street lighting is required, one foot (1'), on each side of such lot lines, or as required by the serving utilities, shall be shown on the final map and dedicated.
   B.   Underground Utilities: Where all utilities are underground:
      1.   Rear Lot Lines: Where alleys are shown on the final map, corresponding easements required by the serving utilities shall be shown on the final map and dedicated. Where alleys are not shown on the final map, utility easements five feet (5') wide along each side of rear lot lines shall be shown on the final map and dedicated.
      2.   Side Lot Lines: Easements for utilities and lot drainage on all side lot lines shall be shown on the final map and dedicated. All utility service lines, including service lines for gas, electricity, telephone, communications, and street lighting shall be channeled in easements five feet (5') wide on each side of the lot line separating pairs of lots to the extent required by the serving utilities.
      3.   Street Rights-Of-Way: Easements for utilities and lot drainage on lot lines abutting street rights-of-ways shall be shown on the final map and dedicated. All such easements shall be a minimum of seven and one-half feet (71/2') wide.
   C.   Lots Facing Curvilinear Streets: For lots with fronts facing curvilinear streets and alleys, easements for overhead utilities shall consist of either:
      1.   A series of straight lines with points of deflection not less than one hundred twenty feet (120') apart, such points of deflection always occurring at the junction of side and rear lot lines on the side of the exterior angle; or
      2.   A curvilinear easement, provided the minimum radius of the centerline shall be not less than eight hundred feet (800').
   D.   Public Drainage Easement: Where a stream or major surface drainage course abuts or crosses the subdivision, the subdivider shall show on the final map and dedicate a public drainage easement sufficient to permit widening, deepening, relocating or protecting the drainage course. The subdivider's engineer shall provide the City with sufficient information about the drainage to evaluate the adequacy of the easement.
   E.   Easement Land Not Considered And Considered In Minimum Lot Area Calculation: Land within a public street or drainage easement, or land within a utility easement for major power transmission lines or pipelines, shall not be included in the calculation of the minimum required lot area. However, land included in utility easements to be used for distribution or service purposes within the subdivision, and land included in the five foot (5') wide and seven and one-half foot (71/2') wide drainage easements along lot lines and street rights-of-way, shall be included in the calculation of the minimum required lot area.
   F.   Lots Backing Onto Arterial Streets: Lots arranged to back of arterial streets, railroads, canals or Commercial or Industrial Districts, as provided in this chapter, shall have a minimum depth of one hundred ten feet (110'), the rear one foot (1') of which shall be recorded as a nonaccess private easement.
   G.   Water And Sewer Utility Lines: Municipal water and sewer utility lines shall be installed within the City street rights- of-way, unless otherwise approved by the Planning Commission and/or the City Council based on special circumstances. (Ord. 834, 11-27-2018)

5 Messages

4 months ago

Despite my neighbor not granting access, AT&T holds the necessary permits, and Tilsen is actively working in the area. The issue doesn't involve utility easement, and the mislabeling of my home's serviceability persists without a proper line quality check. Today, despite their presence in the area, they didn't bother to rectify their mistake, adding to the frustration. Despite acknowledgment of a realignment issue by both Tilsen and AT&T technicians, there seems to be a notable hindrance in resolving the matter without access from my neighbor.

ACE - Professor

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5.9K Messages

4 months ago

File an fcc complaint. 

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