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QualityGuy's profile

New Member

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2 Messages

Wed, Jun 29, 2022 6:12 PM

When will my install occur?

I signed up for AT&T fiber internet more than 2 weeks ago. The system said it was now available in my area and there were plenty of available time slots to pick for installation. The day before I was scheduled I received a message saying it was postponed due to "unexpected outside work". When I log into my account, it says my install is scheduled for December of 2036 with no ability to reschedule! When I contacted support all they could tell me was best estimate is 2 more weeks. I'd just like to know what's the delay. If it's that the service truly isn't ready yet in my neighborhood fine. Just tell me and let me know what's the anticipated timeline. 

tonydi

ACE - Guru

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6.2K Messages

2 m前

Did it say "outside facility issues"?  If so, basically some part of the whole infrastructure is not ready or there's a problem with one or more of the pieces.  The 2036 date is what shows up when they don't have a firm date to give you for completion.

Part of the problem is miscommunication (or maybe no communication) between engineering and sales.

If it's something like a shortage of a particular piece of equipment then it's difficult to give you a timeline.  Massive backorder problems because of Covid supply chain issues have put a crimp in AT&T's plan for fiber rollout in the last couple of years.

"Support" has no clue, they'll tell you what they think you'll accept so they can get you off the call.  Don't take anything they tell you as fact.

New Member

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2 Messages

2 m前

Totally understand that. Just wish they would make sales & support aware. So instead of saying "Fiber internet is available in your area!" say it's coming soon.  I had this happen to me before with another provider. All information says the service is available at my address only to have to wait months because it actually wasn't. 

tonydi

ACE - Guru

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6.2K Messages

2 m前

For a company whose very existence is based on communications, AT&T does a terrible job of it every step of the way.  None of the depts talk to each other.  Wait until they actually schedule an appt and the field tech says he's on the way.  Then nobody shows up because he tells his dept there's a problem and he can't make it but that dept doesn't talk to anyone who can tell you!  And when you call "support", they tell you he's on his way!

Let's just hope they get whatever is holding up the show fixed as soon as possible and that you don't run into one of those problem situations with the appt.   🤞

ATTHelp

Community Support

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196K Messages

2 m前

We understand your desire to get your Internet installed sooner rather than later, QualityGuy.

 

As tonydi mentioned, when there's an outside facilities issue, it means that there's work that needs to be completed before your Internet can be installed. Once that's completed, you'll be contacted to schedule a new installation date. We appreciate your patience and understanding while we work to get your service set up.

 

If you need help with anything else in the meantime, please feel free to let us know.

 

Thank you for visiting the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

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