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Is this a normal experience?


Is this a normal experience?

We got the gigabit plan and scheduled an install a month in advance for the day before we moved into our new house. On the appointment date I waited for 8 hours to be told that we would reschedule. They made some arrangements and technicians managed to get out there the next day.  After spending hours working on getting things hooked up, we were left with a wire running to us from the other side of the street, on top of the grass and around our whole house. Things worked and they said it would be buried in about 2 weeks.


Two days later, cable is damaged somehow and we are told it will be a week before someone comes out to take a look.


I am extremely displeased, the customer service number seemed to have very little empathy. Internet is very important to our lives and I'm not sure if this was the correct place to talk about this. Not here to vent, just want to know if this is normal or if we are being treated poorly.



Message 1 of 3
Accepted by ACE - Expert (ACE - Expert)
Accepted by skeeterintexas
‎07-13-2018 1:18 PM

Re: Is this a normal experience?

 Never should have been installed....


The tech should have created a buried drop request ticket, normally 2 plus weeks. Once wiring was bored under street and trenched in yard, then reschedule the install.


I suspect when tech shows up, will be told have to wait for burial request to be completed.


Wiring should never be over street, sidewalk or driveway... Requires ticket for outside contractor to provide burial service before install. Buried service needed would not be known by sales thus ticket cannot be created till tech arrival.  If your service would have been buried from your side of street options are drop wire on ground and request created or request created and job returned. But crossing street, laying on road, is not an option and should not have been done.

*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.
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Message 2 of 3

Re: Is this a normal experience?

Good afternoon @spydervicter2,

It is disappointing to hear we left an internet line exposed.  Since the correct cabling was not already in place, this install should have been halted and rescheduled. 

It is my hope this issue has already been corrected for you.  If this is not the case, we will need to get you in touch with our buried wire team.  If you check you forums inbox located in the upper right, you will find their contact information.

Thank you for your being part of the Community Forums, and have a wonderful weekend.

Anthony, AT&T Community Specialist

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*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.
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