Awful installation experience, I'm still not hooked up.

Question

ATT installed fiber in our apartment complex a few months ago, and I was thrilled when I was finally able to order it. Unfortunately it has been nothing but problems so far.

Wednesday- Installation scheduled. The tech comes, and it turns out that although they installed fiber in the building, they never actually dropped it down the walls for install. They need access to the attic, and nobody is home in the 3rd floor apartment for that. The local "fiber project guy" shows up, tells me they will let the front office know that they will need to enter the apartment, and he promises that he will be here Friday to drop the fiber and complete the installation.

Friday- Nobody shows up, and nobody calls. I call CS to ask about it, and they tell me there is no appointment on the books for me. I ask to talk to a supervisor, and have to argue with him for 5 minutes that it is necessary, and that I'll wait for one. I'm on hold for an hour to speak to a supervisor, and finally give up.

The whole reason I went with U-Verse is because Spectrum has been such a bad experience. I never thought I would say this but- ATT, this week you made Spectrum look competent. Hats off to you.

rachaell · Answer

Thanks for replying.

Well, apparently they do things a bit differently here in Florida.

About 6 months ago, fiber was installed (in the attic), and each apartment had access holes drilled in the walls to support the fiber drop. There should have been no issues, the tech even noticed that they had drilled through the firewall so that the fiber could be dropped. Here is what I was told by the fiber tech on Wednesday:

- The fiber was installed in the attic, and should have been dropped through the wall
- It looks like it was properly hooked-up from the building to the box

- Neither I or my upstairs or downstairs neighbors have fiber in the wall
- The project is marked in your system as "100% complete"

So, was the fiber guy lying to me when he said he would be back on Friday to complete my installation? Why has there been zero communication since Wednesday on the issue?