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New Member

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2 Messages

Saturday, March 28th, 2020 4:30 PM

Self installation listed at checkout, technician installation automatically added right after

I recently signed up for AT&T 75Mbps home DSL Internet. At checkout the bill mentioned a self install kit and a $0 installation fee, which is what I want. I want to self install if I can.

Immediately after checkout I got a confirmation email that, again, seemed to suggest I can self install. It says "Self installation" and says that "You can set-up service starting April 3, 2020 after 2:00 p.m.", which unambiguously sounds like I may self install my equipment.

Unfortunately, I then got a text message and another email saying that I had an appointment scheduled. I did not schedule any appointment. This was news to me. The appointment is for a technician to come and install my device.

That is not what I wanted and seems really misleading and confusing.

Do I have to pay for this technician appointment? Can I self install instead?

Dealing with the AT&T website is very frustrating and I cannot find the answers I need, so I am asking here.

Thanks for any feedback anyone can provide.

my thoughts

Employee

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19.9K Messages

3 years ago

Do you currently have ATT service with bonded pair install?

having both broadband 1 and broadband 2 lights?

The internet 75/20 and 100/20 if less than 1000 feet from the VRAD requires bonded pair service.

Self install should only be an option if the bonded service is currently available at the listed address.

Any single pair install would require the tech dispatch to upgrade to bonded pair which can be 2 to 3 hours of a techs time once dispatched.

If are able to do a self install ($35) and have issue requiring a tech assistance dispatch will still be charged the $99, same as full tech install.... you will just have to wait several more days before the tech will arrive compared to having the scheduled tech install. Plus will have to call during these long delays to get a tech scheduled... both of these adding to levels of frustration.

In my experience, about 9 years as a premise tech, 40% of self installs need a tech dispatch. Thus have a 60% chance will not. But if do not currently having working ATT internet service on bonded pair, then the tech dispatch is a must. If have the 210 gateway which displays only a single broadband light will need to access the gateway stats page to see if line 2 is active.

If do not currently have ATT service and wish to perform a self install, recommend ordering internet 25, same price, same data cap.... but this speed would work as a single pair install if address is eligible for bonded 75. Save $64 on installation.

edit: on self install the equipment is shipped to you... delay in shipping means may not have service on selected date. On tech install, the tech provides the equipment, does both inside and outside work and verifies service is working before allowed to close the job.

(edited)

New Member

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2 Messages

Thank you for the information and your reply.

I do not currently have AT&T service. I do not know the technical details of my apartment's wiring. All I know is that I have a phone jack.

The billing and checkout process did not make it clear that a professional technician could or would be required and the billing and checkout process made it seem like I did not have to pay anything for service installation.

The billing and checkout process was very misleading. It made me think I could simply plug in the equipment. Based on the reality of things and how misleading the billing and checkout process was with AT&T, I would rather call and cancel AT&T and keep my Comcast service instead. It costs more, but the AT&T billing page was really misleading and I find that very frustrating.

Thank you for your time and help.

my thoughts

Employee

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19.9K Messages

from the fine print details, if select to view...

Offer details

Geographic and service restrictions apply to AT&T Internet services. Not all speeds available in all areas. Call or go to att.com to see if you qualify.

$49.99 Internet Offer: Price for Internet plans (768k – 100M) after bill credit for new residential customers. After 12 mos., or loss of eligibility, then prevailing rate applies (currently, $59.99/mo) unless canceled by customer prior to end of 12 months. Additional Fees & Taxes: AT&T one-time transactional fees, $10/mo. equipment fee, and monthly cost recovery surcharges which are not government-required may apply, as well as taxes. See www.att.com/fees for details. Activ/Installation: $35 activation fee (self-install) or $99 installation (full tech install) may apply. Credit restrictions apply. Pricing subject to change. Subj. to Internet Terms of Service at

†Unlimited data allowance may also be purchased separately for an add’l $30/mo., or maintain a bundle of TV & Internet on a combined bill and receive unlimited internet data at no add’l charge. For more info, go to www.att.com/internet-usage

††Internet speed claims represent maximum network service capability speeds and based on wired connection to gateway. Actual customer speeds are not guaranteed and may vary based on several factors. For more information, go to www.att.com/speed101.

INTERNET SVC: AT&T Internet, formerly known as AT&T U-verse, is high speed internet provided over an advanced digital network.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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