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5 Messages
Will AT&T reimburse for professional installation?
I had u-verse internet installed last Friday (75 MB/s plan). My house is new construction pre-wired for home networking and according to the AT&T installation procedure they are supposed to connect networked devices and at least one computer. Basically, I needed the technicians to terminate one end of the cables and put a wall plate on the other end to have each room wired. The installers tried to terminate cables and could not get them to work, then told me they didn't really know how to do this and that I needed to call an electrician. I have since tried to get AT&T to send different technicians out, but none of them can figure out how to wire the cables (5 techs total so far). After one visit I checked the ethernet ends and the wires were terminated 3 different ways T568A, T568B, and T568B in reverse. I don't know much about wiring but I believe they all need to be wired the same?
My issue is the way I'm reading the install agreement AT&T should terminate those cables, and I only get about 25-30 MB/s when I use the wireless. So I'm not getting what I'm paying for. If I do have to hire an electrician, like the AT&T technicians suggested after admitting they don't know how to do it. Will AT&T reimburse me or give me a bill credit for the expense? Since it was supposed to be done by them and they couldn't. Any experience other people have with this would be helpful.
thanks
mibrnsurg
Expert
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20.4K Messages
8 years ago
@jdshannon Thought it said one computer will be connected. Anything about networking, said that is not included, these guys can't figure how everyone has their networks setup.
For TV, will help set up home theater, but no advanced networking.
Chris
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jdshannon
Tutor
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5 Messages
8 years ago
"Hooking up Existing devices, meaning wiring is in place and working, is covered."
I think that's the phrasing I'm having an issue with, my wiring is already in place. Are they saying my wiring is not in place because the ends are not terminated? I would think that they should be able to install a wallplate when the wiring is already there at no charge. I have 4 rooms that have ethernet running from behind a blank plate to the location of the modem/router. If I'm understanding what you're saying correctly, should I be able to get those hooked up for $55? (3 included plus 1 @ $55). They would have to put a wallplate in each of the rooms, and a rj-45 on the other ends of the cable where the modem/router is.
As for speeds, if I am being charged based on hard-wired connections, and they can't (or won't) install a hard-wired connection even with the cable already in place. AT&T would have no incentive to ever give me the speed I'm paying for. That seems like a false advertising/BBB issue moreso than an installation issue. One of the reasons I switched to AT&T was because of the 75MB/s plan, if I can't actually get that without paying more money for installation I feel ripped off.
I called a local electricion and he said the ISP is supposed to do the wallplates, but he may be able to do it if AT&T refuses.
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browndk26
ACE - Professor
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5.9K Messages
8 years ago
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jdshannon
Tutor
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5 Messages
8 years ago
The builder, like the 2 eletricians I have called so far today, told me that the ISP puts on the wallplates.
This is getting away from the question I was asking. The AT&T technicians have agreed to hook the 4 cables up, since the cables are already run, at no charge to me. The issue is that of the 5 technicians that have been sent out so far none have correctly hooked anything up. The technicians either don't know how to do wallplates, don't know how to put on rj-45 connections, or both. I recently got a phone call from someone from Segwick about it, it appears they are just going to write me a check and tell me they don't know how to attach the cables. I'm contemplating just cancelling service and trying someone else, this has been terrible to deal with.
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JefferMC
ACE - Expert
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36K Messages
8 years ago
>>The builder, like the 2 eletricians I have called so far today, told me that the ISP puts
>> on the wallplates.
Before the advent of structured wiring (especially in homes), yes, the electrician ran the wires from the NID to all the boxes and it was the customer/phone company's responsibility to put an RJ11 jack on the box. But I think you said you had your house built with structured wiring; that changes the complexion entirely.
If the builder and electricians (assuming you called a low-power contractor instead of someone who specializes in Power) said that, then they are lazy. Structured wiring can be done to standards that have nothing to do with the ISP and the builder and electrical subcontractors should have built the house to those standards. Doing less is sub-standard work.
The AT&T Techs tried to provide good customers service by doing what you asked, unfortunately, they didn't do a good job of something that's really not in their job description (big surprise). They are trained to do fairly specific tasks and do them in a short timeframe.
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jdshannon
Tutor
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5 Messages
8 years ago
Thanks for the info everyone, if it's not in an AT&T technicians job description to know how to put a wallplate on an ethernet cable and AT&T only guarantees speeds for hardwired cables, I will definitely need to go with a different company. I called AT&T and they said that because it was within 30 days they will not charge me an early termination fee. I would just have to pay for the 6 days of service on my 30 MB/s wireless plan (aka 75 MB/s wired plan with no wires).
Thanks again
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