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limron99's profile

2 Messages

Thursday, October 12th, 2023 12:28 PM

Outside Facility Issue?

I recently bought a house and was excited to get AT&T Fiber installed so I could host tailgates and move nights soon after moving in. The sales team was very helpful and got my account set up and installation scheduled in no time. However, the day before the installation, I got a call saying there was an "Outside Facility Issue" and they didn't know when it would be completed. After pushing a couple times, I was given an estimated completion date 10 days after the originally scheduled date, but nobody could provide any further details other than they're "waiting for engineering." That date came and went and they kicked it back another 10 days. The real kicker is that my next door neighbor had AT&T fiber installed the day I was originally supposed to. 2 weeks later, another of my neighbors also had AT&T fiber installed. I don't understand how the whole neighborhood can get AT&T Fiber installed no issue, but I can't get any explanation for why they can't install my wifi. Spectrum had a sales rep come to my door and offer better speeds for a lower monthly price and I will almost certainly be going with them at this point, but I can't even get in touch with support to cancel my active order. What a cluster.

Accepted Solution

Former Employee

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22K Messages

4 months ago

The most likely facility issue is with the fiber terminal you have been assigned…

Do you know where the fiber terminal is located for your address?

Is wiring from poles, above ground, or below ground to a pedestal or handhold?

Is this an established neighborhood or new construction neighborhood?

The possibilities I would consider is…

* missing fiber terminal … more common during the pandemic due to global supply chain issues but could still be lingering.

* missing fiber run to the terminal locations, rare but have seen it twice in just our area requiring a contractor to come back and run conduit and install terminal or the conduit is damaged and cannot run fiber through conduit requiring fixing or place a new conduit.

* bad port(s) on terminal

* over subscription, generally have more connections needed than what was planned / provided for. 
example would be (2) four family building (8 addresses) but only have (4) port terminal to service both buildings. The first (4) who order would get service, the others would be waiting for someone to cancel thus a facility issue.

There are other possibilities not listed, however until issue is resolved your best to order service from different ISP until facility issue is resolved. 

Just my thoughts…

 

Community Support

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229.5K Messages

4 months ago

Hello @limron99!

 

Thank you for reaching out to us, we hear you, and happy to guide you.

 

We understand the urgency of this issue. However, we have dedicated team for this, please call them and, they will be happy to assist you.

Please visit our website about unburied cables, exposed wires, or downed lines. You will find phone number where you can call and, report about your concern.

 

If this issue is already reported, please call our Buried Wire Center at 800.924.9420, they are available from Monday through Friday between 8:00 a.m. and 6 p.m. ET.

 

Hope this helps.

 

For further assistance, we are always here to help!

 

Thank you for contacting AT&T Community Forum.

Nate, AT&T Community Forum Specialist.

2 Messages

4 months ago

I don't know where the fiber terminal is, but the neighborhood is about 60 years old. My biggest frustration has been having no idea what "outside facility issue" refers to, so I appreciate you offering some plausible explanations. Throughout ~7 conversations with different AT&T support groups now nobody has given any level of detail or legitimate expectation when the service could be done- going to look into alternate options while I wait for an update. Thank you for sharing your thoughts!

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