Uniquely for you. Preorder the new Google Pixel 6.
skyguywi's profile
skyguywi
#1 Star!
10th stratosphere!
The 5th element!

Teacher

 • 

28 Messages

Fri, May 29, 2020 12:40 AM

Extremely Poor Quality of Fiber Optic Phone Service

After five months of waiting, I finally got my fiber optic phone and Internet service connected today. It took three technicians to do the job. Unfortunately they failed to adequately test the phone service before they left. I have no useable service.

Here are the issues I now have:

  • Dial tone stays on continuously when I place or receive a call. Neither party can hear the other

  • When someone calls me, the phone often does not ring. If it does ring, it is only a half ring and then the call disconnects. No one can call me.

  • When I used Skype to call AT&T (due to the lack of working phone service), my Internet stopped when I tried to use the telephone. Apparently the fiber optic service cannot support simultaneous use of the Internet and the telephone.

  • The Internet speed is 80% slower than advertised. I ran a speed test and found that I am getting the same speed as with my cable Internet. There is no advantage to fiber optic.

  • The "Smart Home Manager" tool cannot log me on. I get an error message saying I do not have AT&T Internet service even though I am connected to it right now.

Just one hour after I had my service installed, I was calling AT&T repair service to schedule a repair visit. I think it's time for me to be a former AT&T customer.

spoom2

ACE - Master

 • 

12.8K Messages

1 y ago

This is to address your phone issue only, the rest should be posted in the Internet>fiber forum. Try resetting the modem to see if that clears your phone issues, if not than the problem may be in the fiber box or elsewhere in the network and report it to AT&T.

skyguywi

Teacher

 • 

28 Messages

@spoom2 I did report it to AT&T just one hour after the technicians installed the service. The repair service person should be here now. I have been without phone service for almost 24 hours. One would think that professional technicians would fully test the equipment after installation to ensure that all services are working properly before leaving the premises.

spoom2

ACE - Master

 • 

12.8K Messages

So I'm assuming you tried resetting the modem and it didn't help and yes they should test everything prior to leaving.

This is a user to user help forum. It is not an AT&T support site. I am not an AT&T employee, read the ACE's disclaimer at the bottom of this post

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
skyguywi

Teacher

 • 

28 Messages

@spoom2 I'm going to let the AT&T repair technician figure it out if he chooses to show up. He was supposed to be here 15 minutes ago.

At this point, I've made the decision to have AT&T remove all of the equipment. I've had enough. My cable Internet provider offers phone service, too.

skyguywi

Teacher

 • 

28 Messages

The AT&T repair technician was unable to resolve the problem. He reset the modem. Unfortunately he did not check to make sure the Internet was working after that. It wasn't. I discovered that after he was long gone.

I can place outgoing calls, but incoming calls still get disconnected after only half of a ring of the phone. No one can resolve that issue.

I've had too many issues with AT&T since January. It's time to say "ENOUGH!!!" AT&T has lost me as a customer.

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.