Get superfast AT&T Fiber internet
stevencko's profile

Contributor

 • 

7 Messages

Sun, Sep 26, 2021 2:27 PM

How can I get an actual fiber install - multiple no shows (7+)

A few months ago my neighborhood was upgraded with Fiber.  After waiting for the project to complete I saw my neighbor get fiber installed off of the same pole I am connected to.  On August 17th I tried to place an order online to upgrade for Internet 100 (bonded pair) to Internet 1000 fiber and the system tried for a self install so I stopped and call in to speak to a rep for assistance and explained I need a professional technician install since no fiber line has been run yet from the pole.  Was given a Saturday appoint for the end of the week.  Saturday comes and no show and I call in and am told I don't have an appointment.  Further research finds that the system thinks I have fiber already so it cancelled the appointment (no notice to me).  The customer service rep escalates and another appointment is set for the next Saturday......yep another no show.  Now to shorten the story after speaking with dozens of reps and promises that the technical department has opened an escalation ticket to resolve I still can't get anyone to show up at my house and do an install.   A couple of weeks ago the online system finally permitted me to order and schedule an install without customer service rep assistance and I schedule an install for yesterday.  Yesterday the appointment time magically changed from (9am to 11am) to 10pm to midnight with no call or notice.  So I called customer service and spent 3 hours and 16 minutes and was given another appointment for today and assured someone would show up.   Guess what the appoint magically changed again to10pm to midnight and customer service says I have to call back during the week to talk with the sales department.   Today is September 26th order placed August 17th.  Multiple neighbors continue to get upgrades or new installs.  This is the short story of 7+ no shows and at least 18 hours of phone calls with no resolution in site.  I am considering cancelling my service than order new service after they turn it off but am afraid I will be stuck with no service permanently due to a computer glitch.  

spoom2

ACE - Master

 • 

13.2K Messages

2 m ago

This is just my guess, but I'm betting the 10pm to midnight thing is a default for no techs available at the appointed time.  Logic tells me they're not going to order a tech visit in that time frame. 

Contributor

 • 

7 Messages

2 m ago

The 10pm to midnight is when the order generates an error preventing a install ticket to be generated from what I have been told during one of the many phone calls.  The order then goes into the twilight zone and is never followed up unless I initiate a call asking what happened.

spoom2

ACE - Master

 • 

13.2K Messages

2 m ago

You can try an executive escalation by filling out the form. 

Contributor

 • 

7 Messages

2 m ago

Thank you for the information on executive escalation.  I will give it a try.

ATTHelp

Community Support

 • 

175.8K Messages

2 m ago

Thank you for verifying your account, Steven!

 

I see that you already spoke with an agent this morning and were told to speak with our Sales team.

 

I'll go ahead and send your case to them so they can get this resolved for you.

 

Thank you for contacting the community forums team!

 

Aminah, AT&T Community Specialist

Contributor

 • 

7 Messages

2 m ago

Thank you for looking into my issue.  I will call the Sales Team on Monday however I have done this in the past with no luck and spoken to the 1-800-288-2020 so many times I lost count but it is more than a dozen.   Fingers crossed.

Contributor

 • 

7 Messages

2 m ago

I have been contacted my AT&T's Office of the President and they are going to assist me with getting a resolution.  Thank you for everyone's help and suggestions.

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.