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HoustonBlock's profile

New Member

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2 Messages

Mon, Jul 25, 2022 4:16 PM

I feel like no one understands the problem...4 days since installation and no service

On 7/11/22 I called and scheduled for ATT to come out and install the new fiber service available in our neighborhood. Set it up for the 22nd.  On 7/12/22 I decided we would cancel our Uverse TV and switch to YouTubeTv due to the huge cost difference. On 7/22 the install team came out and set everything up. The install tech was awesome, explained everything, did the install, but then ran into a problem with the activation due to an internal activation system being down.  He said that once it is back up the ticket would be completed and service would be good to go.  7 hours later I sent him a text and he called and informed that the activation system was still down and until that is back up the service would not be available.  On 7/23 I checked it first thing around 8am and still no service. I started a live chat and was told by Scott that the activation portal is still down and gave me a ticket number he had escalated.   I waited til about 7pm and chose to call support this time.  I was then told by a rep that because the rep who was cancelling my Uverse TV flagged my account to be deleted everything I had set up for 7/22 for service was deleted. She proceeded to then reset up my account and activate the service and told me that once it was completed it would be done by 11:59pm so I should wake up to having service.

On 7/24 (yesterday) I called around 10am and spoke to Ayrush(spelling) and he went through several steps to test the modem to which didn't work and so he contacted his back end team and did several steps. We worked together for 2 hours and no solution. When I talked to him before his end of shift he told me he would contact me at the beginning of his shift and if the activation was not complete he would figure out the next steps. 

I woke up this morning and still no service and he called back exactly when he said he would to tell me that it looks like the terminal connection was not active and that a tech would have to come reactivate it. His system was down he would call me back in an hour.  He called back on time again and said he was still working on it and would call me again with the next steps.  He has been the first tech that truly owned it and is handling it. 

I get the cancellation of service issue removing the service when I cancelled the TV but here we are 4 days later and no one can tell me the resolution.  When the tech left Friday I was able to log into the Smart Home App and see my BW320 router but now see nothing as of Saturday.   The tech just called back and had me reset the modem again and same flashing red.

I signed up to have a more reliable line than the noisy pitiful line of Xfinity but now trying to determine if I want to keep the fiber based on these issues. 

Is it true that a tech has to reenable the terminal outside the house again after the account deletion?

Its frustrating to say the least with the lack of knowledge. Now I may have to wait for a tech to come out again.......I scheduled this on a Friday so that by my work day on Monday all the kinks of signal coverage etc could be worked out and now im taking time out of my work schedule to deal with this....

New Member

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2 Messages

2 m مضت

So confirmed that a tech has to come back out tomorrow between 8 and 12.....hopefully this resolves it or I will second guess this choice.

ATTHelp

Community Support

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200.6K Messages

2 m مضت

We apologize for your recent experience and we're always here to help, @HoustonBlock.

 

Let us know how the tech appointment goes and if you need further assistance after the appointment.

 

Thank you for contacting the AT&T Community Forums Team.

 

Elmi, AT&T Community Specialist.

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