Install delayed with no ETA

Install delayed with no ETA

Im a fool. I read these forums, and install delay stories, before I signed up, but I signed up anyway. 

 

- ordered giga power May 27th, appointment booked for June 7th 11am-1pm arrival

- june 6th, no confirmation or reminder email.

- June 7th, 9am, called and spoke to nice lady who confirmed my appointment

- June 7th 10:02am, call from 800-288-2020 installation is delayed with no eta (days/weeks/months)

 

So yes, I'm just here to whine, but also to provide a couple of pieces of feedback:

- send appointment reminders the day before via email

- you knew before the 7th that the install wasn't happening, surely, contact me sooner than 1 hour before

- fix your website. This morning i tried to confirm the install before calling at&t and the system couldnt find my order by email, order number, nor ban number.

- The whole "delayed with no eta" is crappy

 

I'm a fool! But still hoping that AT&T willhave some positive news soon.

 

 

 

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Message 1 of 10
Community Support

Re: Install delayed with no ETA

Hi @johnnycash12,

 

I am so sorry about the delays in your U-verse service. I will be glad to look into this for you and make sure we do everything possible to get your services up and running as soon as possible. We will send you a private message to gather more information.

 

-David T

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*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.
Message 2 of 10

Re: Install delayed with no ETA

A quick update, the Sunday (8th June) after the scheduled (Saturday) install, two utility guys came around and climbed the utility poles that go through my back yard and ran fiber on the poles. So looks promising, and the utility guys were nice. No word from AT&T by the following Thursday so I called to chase things, and a nice lady at AT&T put me on hold for a while while she got ahold of engineering. 

 

I have a new install appointment scheduled for 11am tomorrow (Tuesday 17th). So if this install goes well, then really the delay was only ~10 days. It just seems AT&T should provide more information about why the first install isn't happening, at the time, rather than leaving the customer wondering if its going to be a 30,60,90 day delay. In my case it looks like I'm one of the lucky ones and my install is probably happening tomorrow.

 

Thanks :-)

Message 3 of 10

Re: Install delayed with no ETA

Nice install tech comes, runs fiber from poll, installs box on exterior of house. No light coming down the fiber. He explains he will have to leave as someone needs to check the other end.

 

Get a call from "AT&T resolutions" tonight and they say the install is delayed "with no eta."

 

Love it :-0

Message 4 of 10

Re: Install delayed with no ETA

My third install attempt is sheculed for Monday (June 23rd). I'm thinking third time lucky, but I don't want to jinx it!

 

"We so excited"

Message 5 of 10
Contributor

Re: Install delayed with no ETA

Hello,

 

I am also experiencing VERY frustrating delays with "Facility Issues"  I've been givin the line about it being escalated to the engineering dept etc.  But at this point no one knows when I can get installation completed.  I have been forced to upgrade my Wireless data to the 15GB plan so I can at least watch Netflix through Roku etc.  

 

Can you please help?

 

Thanks!

 

Matt

Message 6 of 10
Highlighted

Re: Install delayed with no ETA

The third installation came and went at 9am this morning without much progress it seems. Again, the install tech was pleasant and polite, but there was still no light at the fiber at the house, but apparently a port had been assigned, so there may be some other issue.

 

Apparently the tech raised an emergency ticket which should be attended to within 2 hours (but that was now 6 hours ago of course), but the tech on the 2nd install did the same thing, so I won't count my chickens yet.

 

No update from AT&T but later tonight I will get another call saying "Install delayed with no ETA"

 

To summarize:

- ordered giga power May 27th, appointment booked for June 7th 11am-1pm arrival

- june 6th, no confirmation or reminder email.

- June 7th, 9am, called and spoke to nice lady who confirmed my appointment

- June 7th 10:02am, call from 800-288-2020 installation is delayed with no eta (days/weeks/months)

- June 7th, find card from installer saying utility company will be coming soon.

- June 8th (sunday, wow) utiltity guys come and install fiber on the poles in my back yard and through my neighbors yard to the "Box"

- June 17th, second install attempt, installer installs box on exterior of house, runs fiber from poll to house, no light coming down the fiber. Raises emergency ticket, says will call be later, no word back

- June 23rd (today), third install attempt, new tech still has no light down the fiber, "Emergency ticket raise", no further word

 

Soon to be coming up to my 1 month ordering birthday, I'm planning to have some friends around for a BBQ, all other AT&T customers, install techs, and utility workers are welcome. As Internet isn't installed there wont be any wifi, so everyone can relax in a work free zone and sip some beers and enjoy some dogs! Also on the 10th install attempt I'm planning on renting a bounce house!

 

Message 7 of 10

Re: Install delayed with no ETA

A week since my last (3rd) install attempt and still no word about anything from AT&T. 

Message 8 of 10

Re: Install delayed with no ETA

Another week passed with my at&t fiber box feeling lonely on the side of my house, I just had grande out and they installed internet in 3 hours including running coax from the utility pole. 

 

I still want at&t giga power, but haven't heard anything from at&t. Presumably no signal to my house yet, even though the fiber/box/equipment has been installed for weeks.

 

my at&t box next to my new grande box; http://imgur.com/HFNQIzb

Message 9 of 10
Contributor

Re: Install delayed with no ETA

2017 and the story repeats... ordered in December, still waiting in February....  facility issues must be system wide.  

Message 10 of 10
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