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rstahl88
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The 5th element!

Tutor

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6 Messages

Mon, Jan 16, 2017 10:32 PM

Closed

New Customer Questions for AT&T Fiber

Hi,

 

I apologize if these questions have all been answered before.  I am a potential customer for AT&T Fiber (internet only) and work out of a home office, so the reliability of my internet connection is important.  A few questions:

 

1) Will AT&T's customer premise equipment reliably work in pass-through mode?  I would like to use my own router and switch equipment, probably a Cisco 890 ISR and will probably load balance/failover with/to another ISP.  Are there roadblocks to doing this with AT&T Fiber?

 

2) Will I be able to have or purchase a static IP address?

 

3) How reliable is the service.  Will I be fighting with outages every day? 🙂

 

4) If the service is unreliable do I have 30 days after installation to cancel?

 

5) Is this forum the best way to get technical issues with the service resolved?

 

Thanks

 

Accepted Solution

Official Solution

ATTJohnCS

Employee

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15 Messages

3 months ago

Good questions, let me address a couple of those for you. 

1. Pass-through mode is a common question and has been address in a few threads if you are unfamiliar with how to set that up check out Configuring IP Passthrough and DMZplus - AT&T Business AT&T Internet Customer Support (att.com) 

2. You can purchase a static IP it's $99 for install and $15 per month for a group of 8.

This can be done upon ordering service for the first time, or you can call 866.996.1597.

3. Outages happen with any service and are fairly unpredictable. When you do have an issue, you can always check for an outage.

4. If the service just isn't working for what you need, or you just don't like it for whatever reason you do have 15 days to cancel. 

5. This forum is a great way to find answers to technical issues by checking previously asked questions, posting your own question, or reading up on possible issues. You can also reach us on Twitter, Reddit, or even Facebook. 

Thanks

ATTJohnCS, AT&T Community Specialist

(edited)

rstahl88

Tutor

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6 Messages

6 years ago

I appreciate your thoughtful response.  Thanks very much.

Contributor

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1 Message

6 years ago

This past week I had someone come out to install AT&T Fiber, has was a nice guy and seemed to be put in a spot he really could do nothing about. He spent about an hour and a half outside my house, what he was doing out there I have no idea because I just moved in and was busy unpacking boxes. But he came inside to tell me he was having issues getting light through the fiber cable to my house and he was going to have to put a ticket in to have an engineer come out and look into the issue. The neighborhood is about 2 years old and it seems the home builders did a real hack job on AT&T's cables because I am not the only one that as had this issue in the neighborhood. 

 

All that to ask the simple question of how long does it take for the engineer to come out, look at my fiber cable and get the issue resolved. The installer told me I would recieve a call in a day or two but haven't heard anything from AT&T. 

 

I do a good amount of work from home and this coffee shop bill I am racking up is starting to grow. The original home owner had Time Warner Cable that had no issues, obviously not fiber but 100Mbps is more than the 0Mbps I am currently getting.

Tutor

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5 Messages

6 years ago

Apologies for my ignorance, I'm finding mixed information depending on when and where...

Fiber is now available in our neighborhood - is the fiber run to the house on installation, or is it coax cable?  I've had problems with the phone wiring inside my house, so I'm not sure of the impact that might have.

Any thoughts appreciated (or a full explanation of how the signal gets from the street to my PC would really be appreciated!)!

Contributor

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1 Message

6 years ago

We're looking into getting AT&T internet at our apartment, however the highest speed is 25 mbps. When I called and asked about this, I was told it's because it is AT&T Fiber. The way it sounded, I'm under the impression that it is 25 mbps per device? Is this correct? If not please help me understand. Thanks!

Tutor

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8 Messages

4 years ago

DO not go with ATT. The speed is not any better, especially if you have multiple devices. The customer service is awful and the representatives will tell you anything to get you to switch. They will take three times the amount of time they told you to get it installed and will absolutely fail the first time by damaging their own equipment or installing it incorrectly.

Tutor

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4 Messages

4 years ago

3) How reliable is the service.  Will I be fighting with outages every day? 🙂

 

Well...it's been good until this past weekend. My internet has been down for 3 days. Sent messages on FB, Twitter, and now here. NO ONE has gotten back to me on a status update.

 

Yeah, it might be reliable, but if you need support. You can pretty much forget about it.

Explorer

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10 Messages

4 years ago

I agree with Mcbutters. The service works flawlessly until it doesn't. Customer service is the absolute worst of any company I've ever dealt with in any field. 

Contributor

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3 Messages

3 years ago

I am worried about the answer to the30-day  cancellation because I was told to have a 15-day worry-free period to experience the AT&T optical cable. Is this offer not accurate? Why should anyone pay for a service that fails to meet the offered conditions? Speed and consistency are two critical main issues that define whether I am getting what I pay for. It is a simple business transaction -Of pay for pears and receives apples instead, you are not compelled to pay.

Seapatch

Teacher

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32 Messages

3 years ago

no you have 15 days to cancel and if they say that's not true they lie

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