New Member
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Hardware Installed but “Engineering Delays” Keep Stalling Activation
Our building is new construction and we were able to confirm availability for fiber through AT&T’s website. We placed the order for service on May 1. A tech came to install the hardware on May 5 but said because we’re the first residents in the building to get fiber, an engineer needed to come “flip the switch” to activate the service so a new appointment was set for May 12 and we were told we wouldn’t need to be present for this activation appointment. May 13 we received a call saying there was a delay and the new appointment/date would be May 18. May 18 there was no communication from AT&T and still no internet access so we called and found out there was another delay so there’s a new appointment for May 24. No information on the type of delay was provided so I’m having a hard time gauging what’s going on here and they couldn’t provide any assurance the May 24 appointment would happen.
Is this typical? Or are we facing some kind of employee shortage due to COVID?
Any tips on who to reach out to for more details? I’d appreciate having more clarity about the issues but AT&T’s communication leaves a lot to be desired.
We’re pretty close to cancelling and going with a different provider.
ATTHelp
Community Support
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232.9K Messages
2 years ago
Let us help with getting your service back up and running Melvin35 .
We're going to need to speak privately, so we can help with getting this resolved for you. Please check the direct message inbox in the top right corner of the screen. We'll be sending you a message shortly.
In the meantime, we'd recommend Managing your Install or Tech Appointment. This article will help you keep track of it.
Looking forward to speaking with you.
Charles, AT&T Community Forums
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Watercloud12
2 Messages
3 months ago
I
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Watercloud12
2 Messages
3 months ago
I too am having the same issue with a new build. It have gotten voicemails cancelling and rescheduling my installation for a tentative date. What time frame will I be without any internet because it will be over a month since moving that we will be without service. Also will I be charged since I purchased it over a month ago and have yet to receive the service.
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my thoughts
Former Employee
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22.5K Messages
3 months ago
No charges till equipment is activated…
New building could be any number of things causing delay(s), no information of what it is or when will be accomplished… if have a different provider option such as cable or FWA (cell tower) product from one of several ISP recommend going with that.
I have seen delays up to 90 days and could be longer.
If this is an apartment / condo complex the fiber might not be ran to the building yet, if a single family home in new greenfield construction subdivision similar the fiber is not completed. Most of the main work is performed by contractors with only final connections done by ATT techs.
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