Frustration with Recent Fiber Installation Project

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.

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.

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.

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]

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

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.

File an fcc complaint.