4 Messages
Persistent Internet Installation Issues for Over Two Months
I recently moved to a new house in a newly constructed community where AT&T is the only available internet service provider. Despite all other houses in the community having AT&T internet service, my house has been facing a persistent issue.
On March 27th, I was informed by AT&T that there was a facilities issue and it would take one week to resolve. However, there has been no progress even after two months. During this period, I have spent over 40 hours on calls with AT&T, often being on the phone for over 3 hours at a time. Each time an installation date is given, they call me the day before to cancel, citing the same facilities issue and further delays. It is now May 27th, and my house still does not have internet.
This ongoing issue has significantly disrupted my ability to access the internet, which is a basic necessity. Despite my numerous attempts to get help, I feel helpless and frustrated. All my neighbors have AT&T internet without any issues, making this situation even more disheartening. I am unsure if this is due to discriminatory practices, as it seems only my house is being affected while others in the community are not facing any such problems.
I have filed complaints with both the FCC and the BBB, hoping that these organizations can help expedite a resolution. However, I am reaching out to the community for any additional advice or assistance. This situation has caused me immense stress and inconvenience, and I am desperately seeking a solution.
Any help or suggestions would be greatly appreciated. Thank you for taking the time to read my post.
ATTHelp
Community Support
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232.9K Messages
1 month ago
Hi @Darkwar141! We completely understand your concern regarding internet installation, and would like to help. Let's get the assistance you require.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page [www.att.com/support/contact-us/], and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for contacting AT&T Community Forums,
Ancy, AT&T Community Specialist.
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Darkwar141
4 Messages
1 month ago
Hi Ancy,
Thank you for your response.
I have already tried calling, chatting, and even visiting three different AT&T stores to resolve this issue. Unfortunately, each of these attempts has been unsuccessful. Each chat or call session typically takes about 2-3 hours, during which I get redirected at least three times. Ultimately, I am always told the same thing: “facility issue.”
Given the lack of progress and resolution through these channels, I am now posting on the forums in hopes of gaining some visibility. I am out of options and extremely frustrated. I am hoping that someone who has faced a similar issue might be able to offer advice or a solution.
Thank you for your response.
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