Facility Issue, How much longer?
I'm really frustrated with ATT and their excuse of facility issue. I just moved into a new construction and signed up for ATT fiber on June 8th, to be installed on June 18th. That was 2 WEEKS AHEAD schedule. No one ever showed up on the 18th. I have to call ATT to find out that there was a "facility issue" and I have to wait for the engineer to fix it. So, I wasted a whole day waiting for someone that never showed up or call me about the issue, thanks ATT. They promised the issue will be fixed on June 28th. Which is another 2 WEEKS of waiting. Then I called again to schedule a new installation on June 29th. Guess what, no one ever show up or call me, AGAIN. To my surprise, I called them again and they said "facility issue" and won't be fixed until July 15th. That's another 2 WEEKS. What a JOKE! They keep lying and give me fake promises after promises. After so many calls and even escalation to manager, NO ONE can help except for telling me to keep waiting. I'm so frustrated with how this is being handled.
11 months ago
Hello @SunnyDi71. We've seen your post and wanted to reach out. It most definitely seems that this less than ideal experience has been frustrating, and we would like to keep you as a valued customer.
We'd like to take a second look, and to do so, we will need to invite you into a Direct Message to protect your privacy. Please look for a notification at the top right-hand corner of the forums with our message.
If the cause of the delay has already been escalated to facilities repair, please rest assured that we are already working to resolve this as quickly as possible. It does sound like this matter has taken an unusually long amount of time however, and for that there could be a number of reasons. Waiting on specialized parts is the most common cause of delays. Please know that even though your installation has been delayed, your ticket to complete the installation at your new home is being retained. When this matter clears up you will be contacted via a text message or phone call to reschedule your installation with priority.
All that being said, we would still like to make sure you have been fully helped by taking a second look, and if possible updating you on the status of the ongoing work if such information is available. Please keep an eye out for our DM, and we look forward to hearing from you.
Wesley, AT&T Community Specialist