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HecticFusion's profile

New Member

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3 Messages

Friday, January 6th, 2023 3:57 PM

Outside Facility Issue

I've been trying to get ahold of someone who actually knows what is going on with my fiber install for almost 5 months. I've scheduled an install 3 times now and all have been cancelled, getting someone in chat or on the phone that doesn't just read from a script is nearly impossible. I've seen multiple ATT trucks in my area over the last 4-5 months, but no one will tell me what is going on or even give me an estimate. I'm not wanting an acruate estimate but if it's over a year out I might as well find something else. Does anyone know how to get in contact with like a tier 2 supervisor or someone not from a giant call center?

ACE - Guru

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9.9K Messages

1 year ago

You can't talk to anyone who knows what is going on down at that level, they just don't interact with the public.  Most AT&T employees don't even have access to those people.  The people in the trucks know the details about what they're working on but probably not anything in the bigger picture.  But of course until you find the truck that's actually working on your issue, nobody else in the field will have much to share.

Given the time frame that your order has been on hold I'm going to guess that you won't actually find a truck working on your issue.  There's likely some part(s) that are not in place and not currently available.  AT&T has the same supply-chain issues that plague the planet right now so until whatever is missing shows up, work stops.

New Member

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3 Messages

1 year ago

It's very unfortunate that there is such a disconnect between field workers and office workers. If I had a single person that I could talk with and get even basic answers, I wouldn't be as frustrated as I am. There is nothing more annoying then receiving a vague answer like "outside facility issue" that does not answer my questions. I would love to hear an actual employee tell me there is a hold up receiving the parts needed to take care of the issue. And I know someone has answers, there have been AT&T workers, working on overhead lines in my neighborhood for multiple months.

ACE - Guru

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9.9K Messages

1 year ago

It's an issue that drives me nuts every single day I spend in these forums.  AT&T must have some sort of reason (good or not) for walling off the different depts not only from the public but from each other and they don't seem to care how much that frustrates not only current customers but new/potential customers. 

There are some really sharp AT&T employees who hang out here in an unofficial capacity that can go over the various things that fall under the "outside facility issues" catch-all, but they won't be able to say your issue is this or that.

Former Employee

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32.9K Messages

1 year ago

we have been waiting on PFPs for 3 months and it effects our bottom line as engineers, were rated on the time a job is completed and when waiting on materials our hands are tied , we dont get work completed on time 

(edited)

ACE - Guru

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9.9K Messages

1 year ago

@Constructive   If it's a PFP shortage, would they have opened the signup page for orders?  I mean I know that database is perpetually hosed but that's a pretty far down the line thing to be MIA and yet someone still said to start taking orders, no?

Scholar

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3.8K Messages

1 year ago

@tonydi 

@Constructive provided an example of the issues. It is not the only issue. The Facilities issue in this topic covers almost anything in the outside plant. There are shortages of Corning Fiber, Fiber terminals, PFP units, and not to mention not enough BGW320 units.

Dave 

ACE - Guru

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9.9K Messages

1 year ago

Right and I mentioned that it could be lots of things in my comment before that.  It just seemed odd to me that something as important as a PFP not being in place would still get allow the system to open orders.  But since I really know nothing about how this all really works, that's why I asked for confirmation.

Former Employee

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22.2K Messages

1 year ago

In my experience, areas are scheduled to go live for ordering on a certain date, if none interferes the area will be green lit, take orders and when techs dispatch find out not everything completed and end upon returning the jobs to unknown due. Then need to have the system turned off for new orders.

Recently had this happen in November for a neighborhood in Muskego, Wi… had (2) fiber out of the same PFP in one day where splicers were still preparing the PFP. Was told would be at least a week before PFP finished then need to test the several hundred terminal connections. This was for orders 7 and 10, was told by the splicers (2 guys, a splicer van and a bucket truck working together) was the 3 rd tech that day to look to hook up installs.

Also seen major fiber damage where the first half of the PFP could not be installed while the 2nd half could be. Example using standard 288 count fiber means 1-288 delayed while 289 to 576 available. The count references the PFP APN, generally wired 12 (row) at a time when viewing inside PFP. 

https://turbofuture.com/industrial/ATT-language-accronyms-and-telephony-talk

A good source of ATT accronyms with pics or video includes a 144 count (12x12) PFP

New Member

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2 Messages

1 year ago

Finally found this comment. Thanks for clarifying what this could be. I am going to reach out to the local cable operator. 1st one to get me online gets my business.

Community Support

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231.1K Messages

1 year ago

We would be happy to help you with your service, MechZ.

 

Can you please share with us a little more information on what's going on, so we can assist you further?

 

Please reach back, and let us know how we can help.

 

Latoya, AT&T Community Specialist

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