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matmilam's profile



4 Messages

Wednesday, August 26th, 2015 10:17 PM

ATT Installation Procedures For Internet Lines Needs To Be Changed



My household needs a secondary Internet service. After doing the research, it made sense to give AT&T DSL a try. I scheduled an installation for Today between 1:00pm to 3:00pm. Unforunately, the technician stated to my mother (I work a 9-5 and my mother works at home so I gave them her number) that they needed to send a lineman out and that they would be at the address within an hour. Nobody ever came and nobody ever followed up with a phone call to state when something would be scheduled.


Is this typical? I know the house we have is rather old, but it doesn't make sense to just not follow-up and then in the process possibly still charge us. What is going on?



3.9K Messages

9 years ago

It is definatly typical they need to send a lineman to run another wire from the central neiborhood switch to your residence. Hooking up the wire does not actually required going inside the home, as they only hook it up to the box just outside your home.


(Oh, good job, getting the legacy dsl.. in a lot of areas, all the ports are full, and no new service is available.)


There are posts from others on this forum from folks who have had similar experiances of installers not showing up for scheduled appointments, but I'm pretty sure that is not typical.


Unless they are running wire inside the house, physical entry is not usually required. Granted, they do need to verify the internet connection, and give you the logins for it, but again, that can be done on a follow up appointment, if needed.


I am another customer, only speaking for myself. Still, your experiance is not typical, and someone(s) defiantly dropped the ball on you.


This is one of those rare instances where I'm not sure sending a message to the attcustomercare team could really do anything, as installation service is seperate, and in some areas, contracted out to local insallers to hook customers up. (they are bonded, and have to pass the same background checks as regular ATT employees, not to worry)


Hopefully, they gave you a number to call for questions about your service installation. Other than that, not really sure what to recomend.


I wish you luck, and hope they get you hooked up soon. Sounds like someone may have been super busy, or it just got lost on the work orders. Definatly follow up, of course. and, please, let us know how it turns out for you, one way or the other.

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