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sowm's profile

7 Messages

Tuesday, April 16th, 2024 10:21 PM

Need underground cabling.

Hi, We took a new connection for our new home. they have provided the wiring and stuff so fast. I appreciate it. But they need to connect the main line to provide the internet. for that need some underground work. its been 3 days every call with the customer service say same answer that "technician will be coming and work will be done in 24 hours" . "I am sure they will fix it " bla bla bla... but they don't send any email regarding the information of technician arrival timing  . I am still not sure how long they need and why they are not providing us any proper communication and conformation. I need to move in and not internet to work. 

Accepted Solution

ACE - Sage

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118.2K Messages

2 months ago

I'm guessing this is a request for internet service. You posted in wireless which is cell phones which certainly does not have wires. 

In order to get internet installed, please contact AT&T directly. If calling them does not suffice then go to an AT&T store 

Meanwhile moving to the internet forum

Accepted Solution

7 Messages

2 months ago

I guess it's better I switch my internet connection I am fed up with 24 hours window from customer service and no perfect point of contact from forums. 

Thanks I am done.

7 Messages

2 months ago

I tried reaching out customer service couple of times. As this is moved to internet service can some one reply on this issue with a solution ? rather than contacting customer support again.

Former Employee

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22.5K Messages

2 months ago

Most underground work is performed by local contractor, not ATT employee, depending on local requirements may need a permit application and approval before the contractor can start the work.

There is no specific time frame for work to be completed in, but hopefully 30 days or less but have seen 90 days when issue is equipment related.

Can immediate neighbors order the service? If yes, what speed tier?

Community Support

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232.8K Messages

2 months ago

Hello @sowm! Thank you for reaching out to us! We understand that you're waiting for AT&T internet services installation. We hear your, and are happy to guide you.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact us Page : https://www.att.com/support/contact-us/, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

 

Thank you for visiting the AT&T Community Forums.

Nate, Community Forums Specialist.

Scholar

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4.2K Messages

2 months ago

... but they don't send any email regarding the information of technician arrival timing  . I am still not sure how long they need and why they are not providing us any proper communication and conformation. I need to move in and not internet to work. 

AT&T does not provide ongoing updates or daily updates. The phone reps don't have any details until the ticket closes. It appears that a outside helper ticket was opened and assigned to another Group to resolve.

Do the houses on either side of your address show up and Fiber service available at this link: https://www.att.com/

Just trying to narrow down where the outside issue is located. Is your home new construction or an existing home?

Dave

7 Messages

2 months ago

Yes, New construction and either side of the houses already have the connection. they just need to pull up a the new wire from underground and connect it to the outer box placed by AT&T. Same was performed to our neighbors house.

Employee

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200 Messages

2 months ago

they have provided the wiring and stuff so fast.

Do you mean to run a fiber line from something like this^ to your home?

7 Messages

2 months ago

Yes that right. they did not connect from the above to my home. its been more than a week and we will be moving this weekend 

Scholar

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4.2K Messages

2 months ago

@sowm 

Is the Green Carson handhole in your yard or does the Fiber drop need to go under a sidewalk or a driveway by any chance? They can only lay the Fiber drop on the ground if it does not need to cross where anyone walks or drives and then have it buried later.

Dave

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