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PeskyP's profile
PeskyP
20th Community Anniversary
#1 Star!
The 5th element!

Contributor

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17 Messages

Saturday, January 7th, 2023 10:05 PM

Incomplete Installation and Service is Down

An AT&T technician came out because our internet went out after a storm. He reconnected our AT&T fiber internet but ran the new line from our house to the wrong terminal. He ran it to two terminals from our house instead of the closest one. Now our home is connected to the terminal intended for the nextdoor neighbor's house instead of the one intended for our home. He decided to relocate our gateway from upstairs to downstairs. He placed a new BGW-320 in a new location right next to my dining room table (an obviously impractical and high traffic area), but he said this was only a "temporary" solution. He said this was just to get us up and running. He promised me that another technician, his "manager", would be coming out to put the AT&T RG in a practical, permanent location. He left. I received a notification he closed the service ticket, and his "manager" never came to run the lines in the wall and relocate the gateway. My gateway has just been sitting on the floor beisde my dining table, and we have to avoid distubing it every time we sit down to eat! Several months have gone by and I emailed AT&T about the problem. I have not received a reply. Today my internet went out....AGAIN. this is the 5th time. When I call ATT customer service, they won't listen to what I'm saying. They insist I perform their "troubleshooting" steps, but troubleshooting steps are not going to solve this issue. How do I get AT&T to come through on their fiber installation they promised then never completed? It's been months and the install only half-way completed. Now the fiber internet connection has gone out completely.

ATTHelp

Community Support

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215K Messages

5 months ago

We understand the importance of having a working internet connection, PeskyP.

In order for us to help you troubleshoot your internet, or to check for options to have a technician dispatched, we'll need to speak privately. Be on the lookout for a chat notification in the upper right-hand portion of the page, next to the bell icon. We'll be messaging you shortly.

We look forward to speaking with you!

Yomi, AT&T Community Specialist

PeskyP

Contributor

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17 Messages

5 months ago

The fiber cable fell out of the jack, and I found the green connector laying on the floor. I had no idea it was the diameter of a thread. It's a miracle something so small stayed intact so long. Especially since it was in the floor next to my dining table. Not a wise location. I do not see a chat notification. I'm posting with my phone browser, Chrome for Android, and have not received any notifications.

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