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QualityGuy's profile

New Member

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3 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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8.5K Messages

5 months ago

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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3 Messages

5 months ago

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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8.5K Messages

5 months ago

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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203.8K Messages

5 months ago

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

New Member

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1 Message

2 months ago

Did your problem get solved? If so, how long did it take them to fix it?

I have the same experience and now I've been waiting for three months already. After the technician didn't show up the first time, I contacted the support and they assured me that Fiber is available in my area and rescheduled my appointment. Then the technician didn't show the second time, so I had to go to a physical AT&T store where the employee assured me again that Fiber is available in my area and told me the technician didn't show up because I ordered online. She then convinced me to cancel my first order and placed a new order with her. This time, the technicians actually showed up. They installed the modem and everything, even drilled a hole on my wall that is through from the inside to the outside at my brand new house. I get that this is necessary for the Fiber to work, not until they told me "Sorry we have some issues. We don't have Fiber buried outside, yet." And they just left. Later that day, I received a message telling me they were going to bury the wire on or before Sept. 17. Two days later, which is today, I got a call from AT&T again saying they are still fixing some issues and would give me a call once it's been fixed.

So now I went through all these troubles but they are telling me they didn't even have the wires buried. Why would all the employees I talked to keep assuring me that Fiber is available in my neighborhood if it's not even remotely true? I feel so cheated! 

New Member

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3 Messages

2 months ago

No. After the second reschedule I just so happened to see some workers outside my house. They confirmed no fiber installed yet but said by the end of august. Well August came & went with no contact so I reached out again. Now the system says fiber isn’t available at my address so don’t know what happened to the fiber install at the street level. 

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