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DGSF's profile

New Member

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5 Messages

Sat, May 21, 2022 1:33 AM

new service problems

I signed up for AT&T internet and Direct TV streaming. On Thursday an AT&T tech showed up and installed a box on the outside of my home, which connects fiber to the telephone pole across the street. On Friday AT&T sent an independent contractor to install the modem within my home and that guy said he could not do the job. He left my property and since then nobody from AT&T has contacted me. 

I tried 3 different times calling AT&T customer service but am put on hold and nobody answers.

ATTHelp

Community Support

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203.8K Messages

6 months ago

Let us look into what happened with your installation, DGSF.

 

In order to do this, we'll have to access your account. Let’s meet in a Direct Message to get started. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

In the meantime, make sure that you've set up your online account. You can begin that process, if you need to, by creating your user ID.

 

Talk to you soon.

 

Aminah, AT&T Community Specialist

my thoughts

Employee

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19.7K Messages

6 months ago

If the local contractor returned the job, you will be contacted in near future to reschedule the installation. Based upon date / time frame could be 3 to 15 days later. The most popular requests are Friday and Saturday while earlier in the week May have opening.

I know one account that only wanted Saturday install, they had to wait 3 weeks for a Saturday appointment. As long as have working service this is acceptable, moving in to new location with no service may need to be a different strategy.

New Member

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5 Messages

6 months ago

I learned today that the contractor who AT&T hired listed "problem with outside fiber" (or something to that effect). This is false because the AT&T tech who on Thursday ran the fiber line from the telephone line to the outside of my home did a fine job. Before leaving he tested the signal strength, as did a second AT&T tech who arrived on the scene while the first tech was finishing up his install.

The hired contractor (not full time AT&T tech) did not know how to install my modem/router but instead of admitting same he made up a story about "outside fiber not suitable". This false story is now in my AT&T account record so I doubt any tech will actually come and install the modem/router. For the past couple of days I've called AT&T customer support a few times and reps talking to me from the Philippines tell me there is a problem with the outside line. I have no idea why AT&T is accepting the word of an independent contractor instead of their own full time employee technicians.

my thoughts

Employee

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19.7K Messages

6 months ago

As stated earlier the install will be rescheduled, with an actual ATT employee performing the work. When an opening exists to complete the installation is not know until did ATT reaches out to you for a new appointment. 

New Member

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5 Messages

6 months ago

Well, following last Friday's failed install the new install appointment was scheduled for today, Monday, between 2 and 4 pm. Prior to the appointment I received 3 text messages from AT&T asking me to confirm my appointment, which I did. However, no tech showed up between 2 and 4 and I received another text message the tech was running late. It's now 6;40 p.m. and I doubt the tech will arrive. This is now three days work I've missed, that is last Thursday, Friday, and today (Monday) just trying to get an AT&T router/modem installed.

I feel bad for the sales representative who sold me the package of internet and direct tv streaming, for which I was ready to pay AT&T $159 per month. The rep took his time and I assume he works on commission, which he may not receive because AT&T never actually installed the equipment.

I believe AT&T must have good employees and qualified technicians in many parts of the world. However, here in my city of San Francisco, California I don't believe the company has technicians available so the company should probably not sell direct tv or internet here.

(edited)

ATTHelp

Community Support

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203.8K Messages

6 months ago

Hi, DGSF.

 

If the technician doesn't make it out, just give us a call at 800-288-2020, and we'll work on getting you the next available date to install your Internet.

 

Thank you for contacting the AT&T Community Forums team.

 

Aminah, AT&T Community Specialist

New Member

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5 Messages

6 months ago

ATTHelp,

I call that number you provided and it is AT&T employees based in the Philippines who have no way to contact local technicians or local dispatch here in my city of San Francisco.

Also, the "next available date" does not mean anything because twice now (Friday and Monday) I had appointments where the tech failed to arrive. No way will I continue to miss work to keep appointments that AT&T fails to honor. It's not right, and I don't mean to criticize the entire company, but here in San Francisco the company either does not have technicians or the local dispatch office doesn't care, or both.

(edited)

New Member

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5 Messages

6 months ago

AT&T's premise tech no showed for my modem install appointment three consecutive days. I've learned that At&T uses a software system to dispatch tech's and there is no way for AT&T phone support to circumvent that system and actually communicate directly with the San Francisco local dispatch office manager.

I wanted to try AT&T's fiber service but they can't install a modem to a premises I will have to cancel my order. Hopefully AT&T will send a tech to remove the new box installed to the side of my house, but the company seems so disorganize I doubt it will happen.

Here in SF there are probably 5 or more companies that are able to provide internet/television service so I don't know why AT&T's company culture seems to be 

"we can disrespect the customer". The reality is customers do have a choice among service providers.

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