Teacher
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17 Messages
Long delay on fiber installation
Our neighbor across the street has had fiber for most of a year. We submitted an installation request on Feb. 20 and we scheduled installation for Mar. 7. No show and no message. We called and the issue was subsequently briefly reported as resolved and we rescheduled with the same null result. Since that week, our online account continues to read that our "installation has been delayed due to a network issue.” A couple of long online chat sessions spaced a week apart lead me to believe that the "network issue" is really that ATT is swamped and that either their technicians (or their sub-contractors) can't keep pace with the demand. (I truly don't understand why ATT would allow us to schedule an installation appointment if they knew they couldn't keep it but that is a separate issue.)
Here are my questions:
1. Can anyone confirm if fiber installations are generically delayed for many customers?
2. Is there a way to contact the dispatch team assigned to our installation to find out SPECIFICALLY what the nature of our "network issue" is?
3. Can they provide a time frame (however tentative) for resolving it?
A real status report, even if it's not ideal, is SO much more helpful (and comforting) than the undefined limbo of the generic online message.
Thank you!
ATTHelp
Community Support
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232.9K Messages
7 years ago
Hi @caplew,
Sorry to read of the delay of your install. Delays can happen and are normally due to equipment related issues. For example, the hub may not have available connections and awaiting parts. The fiber line itself needs to be place and parts for that are on back order.
In some instances, it can take a few weeks to a month, sometimes longer. We can tell you that our teams are working to address this but it can take time.
-ATTU-verseCare
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caplew
Teacher
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17 Messages
7 years ago
scenarios that you describe applies to our particular situation? I'm
confused for two reasons:
1. There were many, many installations dates available when we made our
original appointment. I would think that if necessary parts were on back
order, we would have had to schedule a date several weeks out.
2. A couple of days after our appointment, we DID get a text that said our
network issue was resolved. We rescheduled but within 24 hours the network
issue reappeared.
I understand that AT&T may be unable to provide an exact time frame for
resolution but it DOES seem like they should be able to let us know what
the nature of OUR particular delay is. Who may I contact to find out?
Thank you!
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ATTHelp
Community Support
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232.9K Messages
7 years ago
Hi @caplew,
We can look into this but may not be able to give the exact issue. Also, estimated dates can change. Just sent you a private message via the community forums. Click here to reply back.
-ATTU-verseCare
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