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Uverse installation delay - facilities issue


Uverse installation delay - facilities issue

We requested a move appointment on July 14th from our apartment to a new neighborhood. We were given an installation date of July 18th. Received a phone call on July 17th stating there was a facilities issue and they were hoping to have it resolved by July 25th so they rescheduled our appointment. On July 24th we received a phone call stating they would be unable to complete our installation on the 25th but were hoping to get it completed by August 2nd. Now it is August 5th and when I called to get a status I was told there is no appointment for a technician scheduled for me. I was put on hold a couple of times and then disconnected.


To make things worse, we specifically requested the service be left up at the apartment until the service was working at the new house. The service was turned off at the apartment on July 25th. I work from home and rely on the internet to work. Now I am forced to go to a public wifi or use my cell phone data plan.


This is very disappointing. We are not the first people to move into this neighborhood. Our neighbors across the street have service but we don't. We had Verizon before and really wish we could get it again, but apparently they don't compete in the same neighborhood.


What exactly is a facilities issue? No one at Connectech (AT&T install dept) seems to know.

Message 1 of 7

Re: Uverse installation delay - facilities issue

I think I am going down the same path as you.  You are describing the same situation , but in mcKinney, TX.  They said that they are having facility issues with my install.  They called me the day of and said that they would have to reschedule.  When I called they said it would reseolved in 24 - 48 hours and checked today and now it is going to be 5 days before they can even reschedule because of "facility " issues related to my home.  The home is two yeqars old and already had uverse that is why I contacted them.  I'm going to Time Warner, they suck as well but not as bad as ATT.

Message 2 of 7

Re: Uverse installation delay - facilities issue

Thanks I appreciate it. We may decide on another company too.

Sent from my iPhone
Message 3 of 7

Re: Uverse installation delay - facilities issue

if you are in an area where you have a valid option from att you should take it. uverse sucks and the service is worse!

Message 4 of 7
ACE - Expert

Re: Uverse installation delay - facilities issue

ConnectTech is a fee-for-service technical support department within AT&T.  They sometimes outsource it to other providers similar to GeekSquad and shouldn't be confused in anyway with AT&T U-verse installation crews.

A "facilities issue" means that there's a problem with the AT&T network near your home, which is usually one of the following things:

  • No drop from the pedestal/pole nearest your home to the NID at your home
  • The pair assigned to your house has issues and needs to be fixed (removal of bridge taps, bad connections, etc.)
  • No free pair in the bundle that serves your pedestal/pole to provide you service
  • No available working port in the VRAD nearest your home.

Depending on which of these it is, it could be a day, a week, a month or longer to solve.  I wish they'd be a little more descriptive than "facilities issue" and let you know what your prognosis is.  But that's not the way AT&T is.

You can try getting a little more information by clicking this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelope will appear in the upper right hand corner of this site, next to your name and avatar) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

*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.
Message 5 of 7

I did get a response via a private message. Hope to be ge...

I did get a response via a private message. Hope to be getting service soon. We will see...
Message 6 of 7

Re: Uverse installation delay - facilities issue

I'm in Ohio here. Live in an apartment complex thats been around for a very long time. Other people around me have AT&T. I setup the date for them to come setup my U-Verse services on the same day my Time Warner Statement was due so I could cancel with them on the same day. I get a call the day before setup saying, "We cant setup your services and we have no ETA. We will call you when it can be setup". 


Looks like I will be staying with Time Warner Cable from the looks of it!

Message 7 of 7
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