Fiber bury service
we switched to ATT fiber internet on 5/28/22. On the day it was installed the service technician said the utilities would be marked and someone would be in contact within a couple days and it would be buried within a week. No one ever reached out, so a week after the installation I called to follow up as the fiber line is laying in our entire yard. I was told that I was on the schedule for 6/12/22, a little over 2 weeks after the installation but that was ok. 6/12/22 came and the utilities were never marked which is an obvious concern, and I made sure I was home for the crew to bury the line. No one ever showed up and i never received a call saying that they wouldn't be there so that was a day I could have done something else. I called the next day as the buried wire phone service is not open on the weekends and they were not able to get me any more information. I call today (6/17/22) and I am told that they are scheduled for 6/24/22 which would put it 4 weeks after the day the fiber was installed. That is 4 weeks of the inconvenience to me and my neighbors with line running through the yard, 4 weeks of significant difficulty mowing the grass. On top of that we have workers coming to our house next week and this line will be a nuisance to them and a safety hazard if they trip over it. I get on the online chat to see if they can help in any way and after being transferred to a manager I was told that there is nothing they can do as the the appointments cant be changed once they are scheduled (despite the fact that our original appointment was obviously changed from its original date). The manager then abruptly ended the chat saying he could not help me. Then I go onto the my ATT login to see the appointment is now scheduled for the 6/28/22, 4 days later than they originally said. Throughout this the ATT support has been less than useless, and has done nothing to try and fix the situation or make it right by me, the customer. At this point I have little confidence that the line will be buried by the date they state as they have given me no reason to think that is accurate. I understand that the crews that bury the lines are contractors but I am still and ATT customer and they should be responsible for making their customers satisficed.
1 year ago
This isn't the experience we want you to have when getting your wire buried, @Maco-Mo.
We definitely understand how important it is to get your exposed wiring out of the way. For further assistance with receiving the most up-to-date information on getting your wire buried, we recommend reaching out to our Buried Wire Center directly. They can be reached at 800.924.9420 Monday through Friday between 8:00 a.m. and 6 p.m. ET.
Let us know if you have any other questions or concerns, and thanks for reaching out on the AT&T Community Forums.
Jarod, AT&T Community Specialist
1 year ago
I appreciate your response. However, that is the number I have tried reaching out to multiple times. Each time I am told that They are sorry and there is nothing that can be done. They are very polite but don’t get me any closer to solving this problem and don’t offer anything in the form of a solution.