3 Messages
Instant on- worst internet experience of my life
Moved into a connected community apartment complex last Monday. After calling everyday sometimes multiple times a day I still do not have internet a week later and there isn’t an end in site. Every time I call to ask them about it they say the ticket was placed the day prior and move the date around. They always say they’ll update me throughout the day and give me a call back. I have yet to receive any sort of call back. I’m completely helpless. The broadband light is a solid red and I don’t think their “back office” has lifted a finger to assist. I have no words about this. Complete incompetence all around. I’ve spent more than 10 hours on the phone with these people.
browndk26
ACE - Professor
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5.9K Messages
11 months ago
Who are you calling? Att or apartment management?
Did you have to set up a separate Att account or is internet part of your rent?
If setting up a separate Att account, did you receive instructions to activate the account as a self install or have a tech install appointment?
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jonesg17
3 Messages
11 months ago
I’ve been calling the AT&T instant on line that comes with the sheet my community gives me. I’ve talked with apartment management and they’re reaching out the account exec associated with the property.
internet is on our own not part of rent. The equipment is already installed in the unit and it’s supposed to be just a few clicks and it’ll work. The broadband light is a solid red. I’ve called asking about it and they keep saying they’ve created a ticket to create an account for me but there’s an error in creating an account. Since there’s no account associated with it they can’t send a tech to come look at it. After they create an account they can “unlock” the broadband but since they can’t create an account they can’t unlock it.
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ATTHelp
Community Support
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232.9K Messages
11 months ago
We are happy to address your Internet concern, @jonesg17.
In order to take a closer look into your internet service, we'll need to meet you in a DM. In there we'll be able to authenticate your account, so we're able to run some test on our end to see what is happening with your service. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
We look forward to hearing from you.
Rosey, AT&T Community Specialist
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browndk26
ACE - Professor
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5.9K Messages
11 months ago
Enter your address here.
https://www.att.com/shop/unified/availability.html
what services if any show available?
Any messages about connected community?
(edited)
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jonesg17
3 Messages
11 months ago
Yes the complex has the AT&T fiber available through the instant on product which is part of the connected community. I can’t even get to that point to register because you need to do it through your router which doesn’t work and they won’t get a tech out here because I don’t have an active service.
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my thoughts
Former Employee
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22.5K Messages
11 months ago
Instant ON, red broadband… is fiber install. There is an ONT somewhere in the unit, likely a white panel in the wall of a bedroom closet, hall closet or laundry area.
The ONT could be white (010) or black (020) with power supply.
The unit should be on with POWER, PON, on ALARM light off
Perhaps the unit has no power, make sure power supply plugged in and ONT is switched ON.
If the ALARM light is RED there is a problem with the fiber connection.
If first three lights are on, on, off then have a DATA light that will only turn on when detected the gateway at the end of the Ethernet. Make sure both ends of Ethernet are secure, unplug and replay listen for SNAP when seated properly.
Otherwise have to call 800-288-2020 to schedule a service repair appointment for failed self install.
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Quamie
2 Messages
9 months ago
I had a very similar experience with InstantOn. Avoid this service like the plague. If I'm ever looking to move to another community, if they have InstantOn then I will look elsewhere solely based on that service. Their customer service never logged my calls, they said they would call back and never did. Every time I called for weeks all they could tell me was "our back office is working on it, call back in a few days."
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