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WiscoP's profile

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5 Messages

Wednesday, January 25th, 2023 6:20 PM

Outside Facilities Issue - New Build, Multiple Installation Cancellations

Hello,


I recently built a new house in a neighborhood in Madison, right within the ATT Fiber Service area.  In fact, the availability of Fiber was one of the reasons we picked the lot we did - it's a necessity for my line of work due to regular large file uploads.  I called in October to ensure a line was run to to pedestal in the back yard - my builder advised ATT can be slow to do that. 

Install of service was scheduled for 1/16 - closing date - and I called the day before to verify the install window.  The day of the install, I was informed that due to an "outside facility issue" my install was delayed for a week - not a big deal.  The day before that install date, I was told that the service install was delayed for a month.  I was encouraged by a phone rep to sign up for business service which has faster installs and given an install date of 1/26.  Just a moment ago, this date was canceled and I was told there is now "no ETA" on the install date, but that it will happen once Engineering resolves the issue.  

Has anyone else experienced this?  When did you actually get service installed?  Is there anything that I can do to actually get the install to happen or get actual information about why it can't happen right now?  I had Spectrum install temporary service (with a lovely $60 install fee) and they were out here in 12 hours to get me up and running.  But this is a stop-gap and I still really need Fiber.  

Any help would be appreciated.  I've spent 12 hours on the phone with ATT over the last week and a half and I'm at my wit's end.  

Scholar

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4.2K Messages

1 year ago

@WiscoP 

I just attempted to use the checker on the ATT website to see if my address could have any ATT service and the address isn't recognized, nor are the three houses next to me. 4 houses down in the same direction can get service.  On the other side, the built houses can get service and have recognized addresses.  The ones across the street also have recognized addresses and can get service.  Going to try to explain to the contact I have and am going to try to fix with USPS.  

Clearly a Facilities issue here. Take a look around to find any nearby Fiber terminals (need Numbers from the units). They should be located along the path where the 4 houses further down work and show up in the Availability DB. Do you have Peds (Green) or Green Ground hand holes?  Someone needs to manually validate the Fiber terminal numbers back to the PFP Gate / Ports as assigned. I am going to guess the required Fiber terminals are currently missing aka a Facilities issue.

Right now it would appear the Engineering team might have missed your group of homes on the map of the Service Area. Don't bother with the USPS as that data just drives to loading of the data to the Standard DB.

Dave

New Member

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5 Messages

1 year ago

@dave006 - There was someone walking around the yard today looking at a short green rectangular pedestal.  It's right in my back yard, I'd estimate 75 feet from my networking closet.  He walking around for a while, never knocked on the door, and didn't appear to make any changes to the box.   A week ago I saw them doing something in between a knock down box and the pedestal and there was sand around both when they were done.  Regardless, feels good to see something happening... even if it's probably nothing. 

Regarding the USPS issue - I think you're right.  My address wasn't activated at USPS, but I was able to pull it up and order on the website when I entered the full address.  Recognized it was a fiber address, too.

New Member

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1 Message

1 year ago

@WiscoP  Did you ever get service? If so, how long did it take? I’m having the same issue. New build/community, outside facilities issues, and they’re estimating someone will come out in 3 weeks, April 18th. I’m considering going with Spectrum until they get themselves together.

(edited)

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