New Member
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4 Messages
Missing Terminal
Scheduled installation for 6/6/2023. Technician came out, but couldn't find the terminal on our block to make the connection to the house. Several houses in the neighborhood have ATT Fiber.
ATT said they would send somebody out to locate the box, but we haven't heard a peep. Multiple phone calls and hours on the phone with customer service have not yielded any results. It's getting to a point where this is affecting my work since I'm fully remote. There's only so much you can do with a hotspot.
Any advice on who I can contact to get the ball rolling on a status update and some progress?
my thoughts
Former Employee
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21.5K Messages
6 months ago
Aerial from pole or underground?
NEW CONSTRUCTION just moving in or existing neighborhood being upgraded to fiber?
Possibilities include inventory shortage of terminals, no terminal placed ... wrong address of assigned terminal such as on the other side of street or fiber has not been run yet to an expected terminal location.
Have seen all of the above, normally most resolved in 30 days but could be up to 90 days.
IF have other internet options keep or order till fiber is resolved.
NOTE, never cancel existing working service till after fiber is up and running, I recommend 1 week to 1 month running both services.
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tuan4o9
New Member
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4 Messages
6 months ago
Underground, it's a new construction neighborhood. I'm willing to bet that when the houses were built, the builders moved stuff around without telling ATT. The other block has a terminal, but it's fully utilized.
(edited)
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my thoughts
Former Employee
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21.5K Messages
6 months ago
What I hear is new subdivision with underground facilities and someone leveling or landscaping may have buried the connection box with or without the fiber terminal having been installed... sound correct?
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tuan4o9
New Member
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4 Messages
6 months ago
That sounds correct. The technician was poking around the ground with a stick hoping to hit a box, with no luck.
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my thoughts
Former Employee
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21.5K Messages
6 months ago
Normally within 5 feet of the power box, within 3 houses or power boxes
Edit, perhaps a metal detector can help locate the line.
(edited)
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tuan4o9
New Member
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4 Messages
6 months ago
We have rear entry homes in the neighborhood with the power boxes at the rear entrance. Any chances the terminal could be in the front yard?
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ATTHelp
Community Support
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225.4K Messages
6 months ago
Hi there, tuan4o9. Let's take a look into your concern about the missing terminal.
Thank you, @my thoughts for educating the customer, and providing your input. While they are correct, we can definitely check on the status of your appointment for an update. We will be sending you a direct message to check on the status of your appointment, and provide further information if available. Be on the lookout for a chat notification in the upper right-hand portion of the page, next to the bell icon. Once we are in a direct message, we will be able to continue this over the phone or chat if you'd prefer.
We look forward to speaking with you.
Aaron, AT&T Community Specialist
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