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New Member

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4 Messages

Thursday, June 10th, 2021 3:17 AM

False cancellation of ATT Fiber 1000 installation

I ordered ATT Fiber 1000 installation June 2nd.  Yesterday a technician came out to my single-family house and did the inside portion but said a bucket truck would have to come out today to finish the installation.  The bucket truck was here for awhile, with the tech not talking to my wife at all.  I came home from work and the modem is still flashing red.  I went online to see if something was posted about it and it now shows that I cancelled the order???  How the (Edited per community guidelines) can I cancel the order when nobody talked to me.  Trying to talk with someone is just giving me run-arounds!  ATT Fiber was VERY recently installed in our neighborhood and instead of switching from Spectrum to ATT, if THIS is the type of service that ATT will  be providing, I will be talking to all my neighbors about this treatment so that they stay with anything other than ATT!

Former Employee

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22.5K Messages

3 years ago

Bucket truck is older outside line techs, most have 20 years plus with the company.

The Uverse tech had an issue, completed all inside work and created (referred) work order to outside... 

As you state the fiber was very recently installed, I suspect there is a fiber issue that will take some time (30 days or more) to resolve. Have seen neighborhoods turned green for service before all outside installation is completed allowing customers to order service that cannot yet be provided. 

If the above is your case, wait 4 to 6 weeks and see if new order can be completed. Have seen one case where took about 6 months from time customer moved into new construction home before the fiber was available for install. The customer went with local cable company while waiting for ATT Fiber work to be completed.

New Member

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7 Messages

3 years ago

ATT sux. I have an account for 13 days. 4 techs later, 2 equipment swaps, 7 phone tech people, 4 cust service agents telling me that i get no bill adjustment for this first month where only 5 days out of 13 had the internet working.  They came out today and disconnected the rigged exposed fiber lines and buried them only to leave internet gateway down so I had no connection all day..i could not do my job...they would not come back out today and didnt care they affected my livelihood. The technicians, cust service, and managers are all extremely RUDE or cant speak a lick of English. I am their worse fan. I ABSOLUTELY HATE ATT. Let them come back to connect me whenever they get around to it after all this down time from my job..i already have Spectrum coming out and would rather pay a cancellation fee than put up with this C.R.A.P.   Spectrum is more reliable and trustworthy. They do their job. ATT has a bunch of (Edited per community guidelines) running the place.

(edited)

Scholar

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4.1K Messages

3 years ago

Bye

New Member

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4 Messages

3 years ago

Thanks for the clarification on the false starts of offerings of service. It makes sense but to have them put in that I requested the service cancelled instead of the true reason is misleading and false.

New Member

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4 Messages

3 years ago

Just got off the phone with a WONDERFUL Customer Loyalty Rep in St Louis.  She was able to look at the original work order.  So all the work was done at the house. The helper service ticket was also completed.  However the system showed something about past due date of service and was canceled.  She was able to get another order established with our original account and we may be good to go by Saturday.  Will post if it all works out, or if it doesn't.

New Member

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4 Messages

3 years ago

The new experienced technician came out and found several things wrong to include: bad terminations inside and outside the house, not properly connected at the mIn, and that the system screwed up canceling the whole order.  We are now up and rocking with 1G down and up!!  Wish he would have been the first tech to come out!!

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