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J

New Member

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4 Messages

Fri, Aug 7, 2020 4:04 PM

Installation charge

I signed up for AT&T TV and internet online and the website said the $99 installation charge would be waived.  I was still charged for it and after talking to four different people I was told nothing could be done.  I was also given two different reasons why.

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Constructive

Employee

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13.9K Messages

a month ago

edited i didnt notice the internet part. what were the reasons they gave you? have you received a bill yet? sometimes this will come with a charge and a credit on the bill

(edited)

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New Member

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4 Messages

a month ago

Yes I received the bill.  I was told the waiver only applied if self installation wasn't available.  I was also told I placed a service call which I didn't do

Jrandomuser

ACE - Expert

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8.6K Messages

a month ago

If you already had AT&T Internet, so the only thing being installed was AT&T TV, then it is true that self-installation is both possible and standard.   However, I don't think there is such a thing as self-installation for Internet - you could certainly plug in the modem/gateway yourself, but unless there was a live termination point already, which seems pretty unlikely, they'd have to come out to do that part.  Even if they did an internet install, I'd assume that they'd expect you to handle the AT&T TV part yourself.

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*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.

New Member

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4 Messages

a month ago

I didn't already have internet.  Both were installed at the same time.  One piece of equipment was delivered.  It looked easy enough to install myself so I tried that but I couldn't because the network name and password were on the other piece of equipment that the technician brought.

Jrandomuser

ACE - Expert

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8.6K Messages

a month ago

 

The AT&T streaming box requires internet service, so it would have to wait for that install to happen, but after that it shouldn't be an issue.  As you note, the DSID and password for the WiFi network are printed on a sticker on the gateway box, and (assuming the WiFi is working OK and has an good enough signal where the AT&T streaming box is located), that should be the only info (besides your AT&T login credentials) that you would need to set up the AT&T streaming box.  The AT&T box does an adequate job (as I remember) of walking you through the setup process.

 

I assume the AT&T streaming box was the one delivered, and the tech installing the internet brought the internet gateway box with?  What were the specific problems you ran into?  Did the tech end up installing (well, setting up) the AT&T streaming box?

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*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.

New Member

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4 Messages

a month ago

Correct.  The tech brought the internet gateway.  Yes, he set up the streaming box while he was here.  I basically had the streaming box set up myself when he arrived.  I just couldn't complete it because I didn't have the network name and password.

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