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bbrezina's profile

Tutor

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5 Messages

Wednesday, June 6th, 2018 11:07 PM

Facilities Issue - no available port - really?

I was scheduled for service connection on 06/04/18 and received a call telling me there is a "facilities issue" with my address and that I would be contacted within 24-48 hrs with more information. 

 

I called on 06/05/18 and spent over an hour navigating through customer service, technicians, and customer loyalty personnel who gave me answers like "the issue is with engineering I don't have any other information", "I'm not certain, it is a facilities issue", "appears to be a legal hold for right of way on your address", "the package you selected requires special equipment not yet available in your area and due to FCC regulations...yada yada", "I don't know what other service we can provide that will work with equipment that is already there".  After an hour on the phone, I received the only coherent response ("no available port") when I said I would like to cancel my order and was put in touch with Customer Loyalty.

 

After reading though other posts in this forum I'm absolutely horrified by the amount of time it takes for these issues to get resolved!  I've got five kids between 9 and 15 - we're going to have a children of the corn scenario on our hands!  Not to mention, I frequently work from home and tethering can only get me so far.

 

I am in a newly constructed neighborhood and ATT is the only provider that says they can deliver service.  I have an ATT box outside my house and no other neighbors construction completed (tho 15+ coming in soon).  There is a trailer for the builder just across the street from my house who has ATT internet connected.  Our builder and the neighborhood developer have told us that ATT assured them both that service is ready to be delivered.

 

I don't understand how ATT can wire an entire neighborhood, tell builders and developers they are good to go and only have one port (the builder trailer) to service it?  Is this indeed the case or is this some sort of communications issue within ATT?  Can someone tell me how long this will take to resolve?

 

Does ATT monitor this forum anymore?  I tried to PM ATTCares and they no longer accept PM.  Does ATT not care anymore?  Has the whole world gone mad?

Community Support

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232.9K Messages

6 years ago

Hello @bbrezina,


I apologize you are having a facilities issue.  This is a difficult situation to handle as we do not have ETA times.


A facility issue occurs when we schedule an install, and engineering determines the required equipment (facilities) are not in place.  This can be anything from no ports currently available, a card or wiring is damaged and waiting on repair, or something on the line causing a problem when needs to be addressed.


When these matters occur, we do not have ETA as normally we are waiting on parts and sometimes permits.  Once the matter is cleared up we should notify you.  I again apologize for the inconvenience this has caused.


Thank you for your patience, and enjoy your week.


Anthony, AT&T Community Specialist



Tutor

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3 Messages

6 years ago

I have encountered the same issue and I have been dealing with it nearly a week.  No one called me and I took off work for the technician to come.  I have spent over 5 hours on the phone with reps only for them to say there is nothing else they can do.  This service is a con and their apathy for people's time is infuriating!  I had U-Verse at this address before and they want to tell me there is a wiring issue.  I wish the FCC could regulate their practices because this is deceitful and fraudulent!

 

Tutor

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5 Messages

6 years ago

As it turns out, the ports are indeed available.  So I'm guessing the customer loyalty guy simply guessed at the issue and was dead wrong - which is deceitful.

 

The issue is ATT has not secured the appropriate rights to dig underneath my street.  As a "fix" they had technicians come out and run a fiber wire 1000's of feet above ground around the dead end of my street, around construction zone and across city easements and through my yard.

 

While I'm up and running at the moment, it is only a matter of time before some tractor from the construction site or the city mows right over that line and cuts my connection.  I'd like to know when this will be installed properly underground so that my service will be stable / reliable.

 

Contributor

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3 Messages

6 years ago

Hey, I’m having the same exact “facilities” issue that no one can explain to me. My first appointment on 6/25/18 no one showed up or called. I called and was told the tech was just dispatched and an hour later I called back to find out about this mysterious facilities issue with still no tech in sight. Had a new appt for today 6/28 and called wednesdaybto verify the issue was resolved to which I was told yes. I’ve been on the phone with a dozen people today who each give me a different answer and was even told a Tech could come out and install my service today (still no tech). 

 

It is sad that this is how you get treated as an ATT customer. 

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