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TheJuggernaut's profile

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Mon, Sep 23, 2019 9:46 PM

Install and Equipment questions

First time AT&T customer here. This Saturday, Sep 21 I had ATT fiber Internet (300) and TV (U300) installed. I have some questions about the installation, and also the DVR equipment I was given.

 

First, for the installation. The technician just drilled a hole through the side of my house and shoved the fiber cable through then slapped some clear silicone (which is already coming loose) on it. Isn't there supposed to be a box? The short piece of PVC used doesn't even extend all the way to the ground, and the screws mounting it to the side are barely even attached. Essentially the fiber is completely unprotected from lawn mowers, weed whackers, animals, etc which worries me it will be easily damaged (and costly to repair).

ATT_install1.jpg

 

Second, I was under the impression that new ATT Fiber customers got the larger DVR based on this ATT support article I read before signing up: https://www.att.com/esupport/article.html#!/u-verse-tv/KM1009866?gsi=55md2o

 

"Note: AT&T Fiber customers have access to a 100% fiber network, allowing them to watch and record more HD programs at one time. It includes a 1TB Total Home DVR with storage of up to 900 hours of SD programming or 330 hours of HD programming. Find out more about the Fiber network."

 

I was expecting the 1TB Total Home DVR capable of 6 streams (I think the model is IPH8110) but what I got instead, was a ~10 year old Motorola VIP 2250 500GB DVR with 4 streams. When I asked the installer, he said that was what was on my order. Normally I wouldn't care but we time shift a LOT of recordings due to odd work hours, and definitely needed the 6 streams.

 

What's the best way to address this? Is there a support line specifically for new installs? I've already spent time on chat and phone support trying to resolve an account setup issue, and it was less than a pleasant experience.  

 

Thanks

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ATTHelp

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