The tech needs to check and possible replace the wire from the serving terminal to the house plus check and maybe install a new Network Interface Device (NID).
Depending on location of these two items determines your answer.
First is your area have above ground wiring coming from a pole?
Yes, is the pole in front, beside, or behind the house?
No, you have buried cable, is the box in front of, beside, or behind house?
Next is the NID, normally back or side of residence near where the power company lines come in.
If one or both of these conditions are rear of home, the tech will need access to backyard.
Next is the wiring from NID to the RG location....
Depending on existing wiring will likely need a new cat5 wire from NID to RG.
Depending on residence this can be in basement, crawl space, attic or around side of home.
Additionally according to terms of service agreement....
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.
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