Skip to main content
AT&T Community Forums
Announcements
Don’t miss your chance to add AT&T Protect Advantage. Peace of mind, starting at $15 per month. Open enrollment ends 8/31. See all protection plans.

Tutor

 • 

7 Messages

Fri, Mar 25, 2016 1:51 AM

ATT Installer Drilled a Hole Through My House

I am so upset that the AT&T installer drilled a hole through my family room wall and all the way through the exterior siding of my house. This is detrimental to the value of my home and destructive. No sealing was done, just a hole through my house. Customer service heard my complaint and never responded back... That is absolutely sloppy work. I would be happy to send a photo or have a representative come and observe what was done. Please advise

Responses

my thoughts

Employee

 • 

15.7K Messages

4 years ago

Install, terms of service agreement.....

Ideally the tech would have stated work to be done, including drilling holes, and normal is a silicon gel placed at opening that becomes like rubber. 

 

From the terms of service agreement.....

3. INSTALLATION/SERVICE

You will be responsible for payment of service charges for visits by AT&T or its subcontractors to your premises when a service request results from causes not attributable to AT&T or its subcontractors, including, but not limited to, when you are unwilling to complete troubleshooting steps requested by AT&T. You will provide AT&T and its subcontractors with reasonable access to your premises in order to install, maintain, and repair the Service and you authorize any other adult resident or guest at your residence to grant access to your premises for these purposes. You understand and agree that AT&T may drill, cut, and otherwise alter improvements on the premises (including walls, flooring, and/or other surfaces) in order to install, maintain, or repair the Service. If you do not own your premises or your unit is part of a multi-tenant environment (e.g., apartment building, condominium, private subdivision), you warrant that you have obtained permission from any necessary party, including but not limited to the owner, landlord, or building manager, to allow AT&T and its subcontractors reasonable access to install, maintain, and repair the Service and to make any alterations AT&T deems appropriate for the work to be performed.

You acknowledge that AT&T may use existing wiring, including altering the wiring and removing accessories, located within your unit ("Inside Wiring"). You warrant that you own or control the Inside Wiring, and give AT&T permission to use, alter, and remove equipment from, such wiring. Without limiting any other provisions of this TOS, you agree to indemnify AT&T from and against all claims by an owner, landlord, building manager, or other party in connection with installation, maintenance, repair, or provision of the Services.

*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.

ACE - Expert

 • 

15K Messages

4 years ago

How did you expect them to get Uverse service into your home if they didn't drill a hole in the side of the house?  Granted they probably should have done some sort of seal around the hole but I've got a hole in the side of my (brick) house where the wiring comes in.

When you're in your 60s & people ask you to do something, you just say "No".  No reason.  No excuse.  No explanation.  I can't wait for my 70s.  I don't think I'll even answer.   -  Jerry Seinfeld

Award for Community Excellence 2019 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.

Tutor

 • 

7 Messages

4 years ago

Typically a good quality installation would have the cable run down and exit an area that doesn't put a hole in the mid-section of your home. I believe if someone could see this, they would agree. They took no effort to run the cable in a more sensible way. Doubt they would have installed this cable in their own home this way. Another 18-24 inches and the cable would have exited below a bay window and would not have a visible, unsealed hole in my house.. Drilling down and out would have been reasonable not a hole directly out from where the TV sits.. Seriously bad and I see numerous others who have had the same experience. 

ACE - Expert

 • 

15K Messages

4 years ago

Just so we understand this:  You don't have an issue with the hole itself.  You have an issue with the placement of the hole.  Is that correct?

 

 

When you're in your 60s & people ask you to do something, you just say "No".  No reason.  No excuse.  No explanation.  I can't wait for my 70s.  I don't think I'll even answer.   -  Jerry Seinfeld

Award for Community Excellence 2019 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.

Tutor

 • 

7 Messages

4 years ago

Yes, I understand that access needed to be gained for installation. I simple drill down and out, then sealed would have been appropriate. They drilled directly out and no seal.. 

ham3843

Scholar

 • 

421 Messages

4 years ago


@Holeinhousel wrote:

Yes, I understand that access needed to be gained for installation. I simple drill down and out, then sealed would have been appropriate. They drilled directly out and no seal.. 


I clearly understood what you were getting at, the install tech did a sloppy and incomplete job.

How much more time would it have taken to seal that hole gap surrounding the cable from outside? A few minutes? Disgraceful.  I hope you post back with a follow up of how AT&T handles this.

Tutor

 • 

4 Messages

4 years ago

Get some silicone and seal it.

Boom! Done!
661Omar

Scholar

 • 

85 Messages

4 years ago


@Holeinhousel wrote:

Typically a good quality installation would have the cable run down and exit an area that doesn't put a hole in the mid-section of your home. I believe if someone could see this, they would agree. They took no effort to run the cable in a more sensible way. Doubt they would have installed this cable in their own home this way. Another 18-24 inches and the cable would have exited below a bay window and would not have a visible, unsealed hole in my house.. Drilling down and out would have been reasonable not a hole directly out from where the TV sits.. Seriously bad and I see numerous others who have had the same experience. 


Due to the location where that cable was coming from, as well as (what you mentioned) the location of where the TV is, this can often restrict how that cable enters the house. 


You would have preferred him to use the bay window, the next customer wants it on the hidden side of the chimney, the third wants it under the eave and into the attic, and so on... I imagine this is mainly why they don't even consult with you to establish whether you approve of the location, methodology and possibly even the color shielding in the cable, orientation and optimum location that needs to be selected for the dish to have  its strongest signal, this presents a slight possibility that the location where the cable has to enter the house is not the most ideal nor does itt This is detrimental to the value of my home and destructive.

 

Your biggest challenge here is providing any basis to this being “detrimental to the value of my home and destructive”. For one, it offers a benefit, an improvement to your home that you apparently had not had before. But more than that, I think it is silly to even think, let alone state that a hole used for communication and/or entertainment… A technology addition/improvement.

 

Last but not least and in addition to the question that has been asked already as to how did you expect them to bring the cable inside the house… If you had a preference or an idea as to where and how it should come in, you should have talked to the installer before he started.

 

You are spinning your wheels here. I mean let us set all of the above aside for a minute.... This statement supersedes anything else that you claimed here:

 

From post #2, by "my thoughts", under clause #3 of the installation contract which you agreed to BEFORE any of the work was done:


You understand and agree that AT&T may drill, cut, and otherwise alter improvements on the premises (including walls, flooring, and/or other surfaces) in order to install, maintain, or repair the Service.

 

In other words, you agreed that they were gonna drill a hole... Now that they are done you are saying "hey, you drilled a hole"....

 

As for customer service not responding back to your complaint, I think that isa pretty decent sized hint that you will more than likely be wasting your time pursuing this...

 

Good luck...

Tutor

 • 

7 Messages

4 years ago

Clearly that are numerous others who have had the same sloppy experience with the installation. There are plenty of other forums also with complaints. Hopefully, a potential buyer of my home wants ATT or siding, drywall etc will have to be replaced, pathetic... 

Tutor

 • 

7 Messages

4 years ago

Thank You. They have been non-responsive. Buyer Beware! 

ham3843

Scholar

 • 

421 Messages

4 years ago


@Holeinhousel wrote:

Thank You. They have been non-responsive. Buyer Beware! 


The worst part is that they allowed an exposed area around the cabling that can allow the elements and pests to enter the home....it would have taken the install tech JUST A FEW MINUTES MORE TO COMPLETELY FINISH THE JOB! That is the most inexcusable part of the situation. SLOPPY and UNPROFESSIONAL!

 

What's just as disturbing is the snide, and sarcastic attitude of some of the folks posting on the matter.

ham3843

Scholar

 • 

421 Messages

4 years ago


my thoughts wrote:.....

Ideally the tech would have stated work to be done, including drilling holes, and normal is a silicon gel placed at opening that becomes like rubber. 

 

 


Glad to see that an AT&T employee is willing to conceede that the install tech did not properly finish the job.

Tutor

 • 

7 Messages

4 years ago

Thank you, ham3843! I was also surprised by some of the comments. Besides the hole in a conspicuous, sloppy place, the portal of entry for weather, insects and breach in insulation was egregious. Being a single mom working hard for my greatest investment, this was outrageous. When a "professional" is hired to lay cable, install hardware, etc, a certain standard of care and professionalism is expected. I had no idea the hole was open and exposed until the guy left. The inside hole was also sloppy with drywall shredding etc... I do appreciate your words of support. I don't expect anything from ATT, while they defend their work. This is my first post as an unsatisfied consumer and wanted to share with others in the event they may be able to prevent such work in their home. Best Regards to You

my thoughts

Employee

 • 

15.7K Messages

4 years ago

Did the tech leave his number?

His managers number?

If not, have you called and scheduled a different tech to come out to seal the hole?

 

If not willing to wait for a 4 hour appointment window have you purchased a sealant and sealed the hole yourself?

Based on described placement, do not need a ladder to seal the hole, correct?

 

I believe in letting people know when you receive poor service and exceptionally service?

But you also need to be pro active in dealing with the issue.

Posting to a user site is not contacting the company directly to resolve the problem.

Call, chat or PM if not wanting to spend your time sealing the hole.

*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.

Tutor

 • 

7 Messages

4 years ago

I contacted AT&T by telephone and reported this. They said they would be back in contact and have not. Posting to the forum seemed my last recourse with no response from AT&T Customer Service by phone. I did have to handle the "fix" of sealing the hole myself. It really shouldn't be a customers responsibility to mop up after work that should have been done by the paid "pro". 

Get started...

Ask a new question