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New Member

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1 Message

Friday, July 2nd, 2021 2:50 AM

Closed

I can’t set up my gateway because I can’t find a port or at&t fiber service box to plug into either

I live in an apartment community. I was sent my gateway and set up kit with a yellow Ethernet cable, a red cable, and 2 power cords (one for the gateway and one for the fiber service box). I signed up for 1000 fiber service. I went to setup my gateway and got very frustrated! I cannot find the service box anywhere! I’ve looked all over my apartment. When I contacted customer service they said that I didn’t need to have the service box, that I just plug in my gateway, but they didn’t say to where. I found one plug where some sort of phone or data cord can go in but neither the red or yellow cord fit in it. So either I need someone to come out and install a service box or get me a cable that fits in the plug I have. I need help! I’m not happy that I’m paying for a service I cannot use. 

Scholar

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3.9K Messages

3 years ago

You need to find a jack where you can plug in the "Red" Ethernet ONT cable. It may be in a closet in a bedroom or in the living room with a larger RJ45 Plate. it is bigger than a Rj11 Phone jack.

Since you get a self-install kit the port for the "Red" cable needs to be somewhere,maybe in the living room? The "Red" port goes in the top ONT Ethernet port and the "Yellow" cable is for an Ethernet connected computer.

If you can't find the wall jack, you will need to call 1-800-288-2020 and report a failed self-install and have tech dispatched to install your Gateway.

Dave

Dave

Former Employee

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22.4K Messages

3 years ago

Fiber installed out of spec? ONT outdoors | AT&T Community Forums

Your looking for one of the 2 devices above... if the previous tenant removed the device will need a tech dispatch to install another one.

Customer Self Installs are billed from time of scheduled activation... if do not want to be billed that way then needed to order the Full Tech Installation ($99 charge) where the tech provides all equipment / setup with billing starting when gateway is connected. This is covered in your ATT Internet Terms Of Service (TOS) agreement.

https://www.att.com/legal/terms.consumerServiceAgreement.html

 Please note that billing will begin as soon as your AT&T Service is provisioned or activated for you, even if you have not yet begun to use it (or even installed it)

(edited)

New Member

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22 Messages

3 years ago

@my thoughts There's more ONTs than that...

Tutor

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17 Messages

3 years ago

In one of the closets, there is a panel and an ONT should be in one of them.  There is a small chance it might be in your garage or outside on the wall, but it should be in that closet panel.  If it is not, then as said, you will have to get ATT to schedule a tech install

New Member

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1 Message

2 years ago

I just moved to a house, and AT&T told me there was fiber service there. There is not, and there is no service box or ONT box. I spent at least four hours yesterday and four today talking with representatives who said there was service there, according to their system. I hired someone to come out and double check, because I thought maybe I couldn't find it, and the expert said there is no fiber available at the property. I've lost at least $3,000 in work this weekend because there is no internet in the house because of AT&T's false information. I have canceled my internet service on both my properties because of AT&T--but even canceling my service was like trying to get out of the Mafia (one rep even argued with me for 10 minutes when I tried to cancel my service). I'll never go back to AT&T.

Tutor

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17 Messages

2 months ago

Sorry you spent so much money, but a call to ATT for them to send a tech to locate the service would have saved time and money....If the house was used by a homebuilder before you purchased it, then ATT might still be seeing service in the other name.  I would still have them confirm because if they show service there, they may try to still bill you for it because it is at the address...used or not

ACE - Expert

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32.3K Messages

2 months ago

@nated0309 

You already responded 3 years ago. Why dig up the thread to respond again?

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