1 Message
Poor Customer service pertaining to installation
I live in a new home community that is exclusively and unfortunately only serviced by ATT fiber. My neighbors have internet and I apparently cannot. 7 attempts at install, numerous missed appointments, and two separate in person crews each accusing the other crew about lying about the installation timeline and what the issue is.
i am told they cannot locate a terminal near my property. However i was told on numerous occasions that they were waiting on a third party crew to dig, and locate the terminal. Each time someone comes out they tell me they have no clue about what or when that will take place. I AM NEEDING SERVICE and the worlds largest telecommunication company cannot even communicate with me. All i want is for my service to be installed.
I am looking for HELP AND GUIDENCE! I HAVE SPENT 14 HOURS ON THE PHONE WITH ATT TRYING TO RESOLVE. please help!
Accepted Solution
dave006
Scholar
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4.2K Messages
27 days ago
Do the houses directly on either side of your address qualify for AT&T Fiber or already have it installed? Please use this link to confirm https://www.att.com/availability
It sounds link your Fiber terminal was buried during the construction process and lost. AT&T is not responsible for this error but they have the equipment to locate your lost Fiber terminal. Then a ticket is opened for a Contracting Crew to dig up your Fiber terminal. This process may take 30 days or longer due local requirements for permits, utility locator service, and scheduling.
At this point I would suggest you confirm the addresses of either side of your property qualify or have AT&T Fiber service. Next you should open a FCC Informal Complaint about availability of service. The FCC will forward the complaint to AT&T and someone from a group in AT&T will contact you by email if that is your preferred contact or by phone (fastest).
Here is the link to the complaint form and be specific in the Subject but brief. In the description field again be specific and list the addresses that have Fiber service adjacent to your address.
https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=38824
Will this get you service in then next 7 days no. But your issue will be managed by a specific person that will work with the local area team to get a resolution to your issue as soon as scheduling allows. Please note there may be (1) or more issues that prevent your service being available within 30 days or less.
Dave
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Juniper
ACE - Expert
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32.5K Messages
27 days ago
Losing a fiber terminal? I am trying to fathom how that happens.
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JefferMC
ACE - Expert
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36K Messages
27 days ago
When the fiber is put out before the houses are finished, heavy equipment can still be pushing dirt around and completely dislodge/cover a vault.
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dave006
Scholar
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4.2K Messages
27 days ago
It happens in our market all the time. It may be due to new construction as @JefferMC mentioned but it also happens in exiting neighborhoods when AT&T Fiber is added as an overlay.
Here the Fiber terminals are installed in the Green Carson handhole at ground level. They are often covered by Sod, a 1x3 strip of Sod nicely covers the handhole. Yes the handhole lids have a location wire that a locator tool can find but often that is not enough when the handhole that was supposed to contain a Fiber terminal is empty.
Often they get buried after the conduit is installed and a contractor replaces sod before the Fiber cable is routed through the conduit and connected to the PFP.
Dave
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my thoughts
Former Employee
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22.5K Messages
27 days ago
It also happens that the fiber pedestal / handhold is known but no fiber has been run to the location... perhaps due to a crushed conduit or dirt filled conduit requiring boring similar to cleaning sewer feed.
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browndk26
ACE - Professor
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5.9K Messages
26 days ago
When our neighborhood was first built some of the hand holds were covered by dirt and sod. Att install techs found them using locators and uncovered them. Before the houses were built all addresses showed services available. Fiber was not run to the hand holds until service was installed.
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spoom2
Expert
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19.7K Messages
26 days ago
OK, unless something has changed it's handhole, like manhole only smaller. If it really is called a handhold than AT&T is the only one calling it that. I chalked up MyThougts to a typo or fat finger, but now it's been used twice. Sorry for the hijack.
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dave006
Scholar
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4.2K Messages
26 days ago
AT&T uses Handhole but I blame the D & E keys being to close together for this common mistake. I know that it has happened to me a few to many times to admit.
Dave
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spoom2
Expert
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19.7K Messages
26 days ago
That's what I thought when My Thoughts posted, but than it was posted again. I believe you're right in at least one case, maybe both. You never know AT&T does some strange stuff.
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