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hannahbeefit's profile

New Member

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2 Messages

Sun, Jul 3, 2022 1:50 AM

Technician Did Not Arrive, Unable to Install Internet Services

Good evening,

We had on schedule for a technician to come to our new apartment and install our new internet today between 8am CST and 6pm CST. This technician dropped off the modem but immediately left. We have no way of using our internet and both work from home, so this is causing massive, multiple inconveniences and is extremely disappointing. When trying to reschedule on the phone to get a new day solidified, I remained on hold for 40 minutes and was then hung up on. Then, while attempting to utilize your website scheduler, the calendar seemingly has "no dates" available even as long as 10 days beyond today. Please help us get connected with a technician immediately, preferably tomorrow, so we can no longer fall behind on our work and have to deal with the stress and frustration it has caused.

browndk26

ACE - Professor

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4.8K Messages

3 m مضت

This is a customer to customer forum. You will have to call 800-288-2020 to schedule an appointment. 8 am to 6 pm sounds like an outside tech to confirm service is on to your unit. Are there instructions with the gateway to self install the service? What speed plan did you purchase?

New Member

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2 Messages

3 m مضت

Yes, it's to self install, but we have no AT&T service box, we only were given a modem and the cords.

my thoughts

Employee

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19.5K Messages

3 m مضت

If you were allowed a self install the equipment was there… 

or could not order self install.

if the previous occupant took the box or the cleaning crew removed the box then you have a FAILED self install and need to schedule a repair appointment that will likely be several days (5-7) out due to other time slots already filled. 

Customer Self Install (CSI) are all day (8-6), as the tech can get to the order for outside work only.

Full tech installs (FTI) with $99 installation are 2 hour appointment windows such as 8-10, 10-12, 12-2, 2-4 while repair windows are 4 hours such as 8-12, 12-4, 4-8. 

If you received a BGW 320 there is no box, only a wall plate possibly in a closet. If you receive a BGW 210 or Pace 5268 then looking for an ONT that is normally in a closet or in the living room. 

Look around and post a pic if find anything. 

ATTHelp

Community Support

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200.5K Messages

3 m مضت

Hey there @hannahbeefit. We'd love to help answer any questions you have regarding this recent installation and see if we can't get this set up for you.

 

I big thanks to @browndk26  and @my thoughts for pointing you in the right direction. Like browndk26 mentioned you may indeed reach out to 800-288-2020 in order to schedule a technician. Please let us know if you have had any success doing so, and if not, we can take a look as well. And as my thoughts mentioned, the times for Customer Self Installations are a bit different from a typical technician appointment for install or repair, as CSI are treated more like shipments than appointments. Because of that distinction, rescheduling would not be possible if the shipment was already received. Reaching out to schedule a new appointment for a 'failed' installation would indeed be the best course of action if we cannot find a way to get your service installed on our own.

 

We would still like to try and get your service installed without the need for an appointment, if possible. To best help you, please let us know if:

  • Since your last post, have you been able to find a Network Terminal somewhere in the house? These generally are not supposed to be removed, but we have seen this happen in the past. That link also contains an image of what you may expect to see. 
  • Were you able to find an instruction manual included with your gateway and cables? 
  • Which gateway were you provided and which plan did you sign up for? As our ace, mentioned, the process for installation may be slightly different based on that.

Please keep us updated and let us know if this information was helpful at all. We'd love to hear back from you.

 

Wesley, AT&T Community Specialist

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