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New Member

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5 Messages

Mon, Jan 17, 2022 10:55 PM

Frustration

I recently bought a new construction house and moved in on 12/20/21. The first service I knew I needed was internet and I found out Att was the only provider for my area and to my delight I was told they provided 1GB fiber in my area. Since that day I’ve received almost no service or follow through. Initially I couldn’t get my installation appointment to actually happen. I was told 3 different times after getting an install time/date that it had to be cancelled due to non specific “facilities issues”. This caused me to reach out to my builder who put in in contact with a rep who dealt specifically with new construction home installs. She got a technician to come out and install my service INSIDE my home but there was still some lingering issue OUTSIDE my home. The issue in question I can’t begin to explain. A splitter? Transformer? I’m not an electrical technician so I have no idea. At this point I’ve spoken to other techs who come to my street to install my neighbors internet and countless cust service reps both domestic and international and sadly I am not more closer to the service as I was almost a month ago. 

browndk26

ACE - Professor

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4.5K Messages

Il y a 4 m

Did your neighbors att fiber get installed and activated? Outside facilities issues are not visible to customer service reps. 

New Member

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5 Messages

Il y a 4 m

Yes they did 

browndk26

ACE - Professor

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4.5K Messages

Il y a 4 m

Then try this. 


https://www.att.com/shop/unified/availability/address-research-request.html

Include the addresses of those who’ve had fiber successfully installed. Are those neighbors on the same side of your street, or another street? It’s possible their fiber could be fed from another splitter. 

If this doesn’t get your fiber installed, there is a higher escalation available. 

New Member

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5 Messages

Il y a 4 m

Thank you so much, yes they are on my side of the street and I believe they got the “last available” slot on the splitter they are using 

ATTHelp

Community Support

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189.5K Messages

Il y a 4 m

We understand that you want to get your Fiber service up and running right away, sjessamy!

 

When there's a facilities issue, we have to wait for it to be repaired before we can complete an installation. As our Ace mentioned, it's possible that your neighbor's service is coming from different equipment. We'll have to wait for it to be repaired, and once it is, you'll be contacted to set up a new service activation date.

 

Thank you for contacting the Community Forums team. If you need assistance with anything else, let us know.

 

Aminah, AT&T Community Specialist

New Member

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5 Messages

Il y a 4 m

What would be the higher escalation process? 

browndk26

ACE - Professor

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4.5K Messages

Il y a 4 m

Submit the form I linked. Post back what response you get. Expect 3 weeks for a reply. Then we can escalate higher if needed. 

New Member

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5 Messages

Il y a 4 m

Ok thank you 

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