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New Member

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4 Messages

Wednesday, November 16th, 2022 4:36 AM

Fixed wireless internet

Hello, 

I’m in need of some help. I’m having Fixed Wireless Internet installed and I’m finding the process highly frustrating. After placing the order, a date was just scheduled without anyone contacting me to work that out. I was sent a text asking me to keep or change that appointment. When I responded to the text that I needed to change the appointment, they sent me a link that doesn’t work. So I rearranged everything in my schedule and left work to be there at the time of the appointment. Then, right when I was arriving at the site, I received a text message saying the appointment had been moved to this Saturday.

I have been trying to find a way to reschedule this appointment and can’t get through to anyone. No one I talk to can figure out how to reschedule. Does anyone have any insight in to how to get in touch with someone that can reschedule a fixed wireless internet appointment?

By the way, I’m an AT&T employee and I have done a service escalation on this issue.

my thoughts

Employee

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20K Messages

3 months ago

Fixed Wireless is installed by a contractor… DirecTv tech, not an ATT employee

The installation of a satellite dish aimed to specific satellite with cabling to inside location and an outdoor antenna aimed at a specific assigned cell tower with wiring to inside location are similar. 

Fixed Wireless is only available in select areas of 18 states, mainly rural where ATT hardwired Uverse platform internet is not offered AND ATT accepted CAF-II funding around 2013-2015 to provide service for those specific locations. 

https://www.fiercetelecom.com/special-report/at-t-frontier-others-accept-1-5b-caf-ii-funding-despite-fcc-s-changing-broadband

Ten vendors have accepted a total of $1.5 billion in funding for the second phase of the Connect America Fund (CAF-II), an FCC reform initiative that promises to bring broadband to an estimated 23 million Americans in rural uncovered areas as the service has been deemed a necessity in today's technology environment.

https://youtu.be/IZYxp09kIBI

JefferMC

ACE - Expert

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31K Messages

3 months ago

Fixed Wireless is installed by a contractor… DirecTv tech, not an ATT employee

I've seen you say this a hundred times, and I fully believe that it's the way it is in Wisconsin.  However, I'm 99.44% sure that in the BellSouth territories its done by an AT&T wireline employee.  As for any other region, who knows.

my thoughts

Employee

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20K Messages

3 months ago

Your right I am speaking from my experience, as do most who post on the forums.

ATT bought DirecTv in summer of 2015, during the time the CAF -II was accepted...  while DirecTv continued to use contract labor.

As these areas are outside the Uverse footprint, no lower wage tier premise tech, wire tech in SE, ATT would have to training and provide the equipment for core techs (much higher cost using paid union employee workers than non union contractors) If did so these would be core techs that installed / maintain POTS and legacy DSL services. Both being reduced and eliminated over time. 

The SE, 9 states Bell South region, is the only area that still has limited employees performing burial work. The other 12 states are all contractors. So it is possible that there may be some ATT employee somewhere that might install ATT Fixed Wireless, but would not be the norm.

As DirecTv was sold off in July 2021 along with Uverse IPTV, if a Uverse customer needs a service call it is responded to by an ATT Uverse tech not a DirecTv tech that owns the product. ATT bills DirecTv to perform this contract service, likewise to my knowledge ATT pays DirecTv to handle all Fixed Wireless accounts. It should be noted there are more Uverse IPTV customers than Fixed Wireless customers. 

Just my thoughts

ATTHelp

Community Support

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207.6K Messages

3 months ago

We can help you reschedule your installation, emailchrishall.

 

Thank you, my thoughts, for the additional information.

 

You can change your installation date from the website. Just sign in to your account and get started.

 

If you need further assistance, let us know.

 

Aminah, AT&T Community Specialist

my thoughts

Employee

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20K Messages

3 months ago

For some background…

yes the first state to offer ATT Fixed Wireless was Georgia, possibly even performed by ATT employee part of BellSouth.

But many of the 18 states are not…. There are 3 states missing from ATT hardwired footprint that do not have fixed wireless.

The OP did not provide zip code or state they are in…

https://about.att.com/story/2018/fixed_wireless_rural_america.html

In 2015, we announced a commitment to offer high-speed internet to more than 1.1 million hard to reach locations by the end of 2020 as part of our participation in a Federal Communications Commission (FCC) program. And we’re on track to cover 60% of that commitment in 2018, offering a high-speed internet connection to 660,000 homes and small businesses by the end of this year. Through this effort we’ve brought new opportunities, information, education and entertainment to areas where a quality internet connection wasn’t available.

AT&T is using its Fixed Wireless Internet to meet much of this FCC commitment in parts of the following 18 states:  Alabama, Arkansas, California, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Michigan, Mississippi, North Carolina, Ohio, South Carolina, Tennessee, Texas and Wisconsin. 

New Member

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4 Messages

3 months ago

@ATTHelp 
Whomever does the scheduling and rescheduling for my account first changes it without notifying me and send that exact same link you sent but it does not work. The attached image is a screen shot of the page when I try to reschedule. When I call that 800 number, no one can seem to find a way to help me. Just now, when I logged in to the account via the link you sent, I found out that the appointment has been moved from Saturday to Monday and no one notified me. They don't call, they just schedule. Then when they have sent me texts, it appears to be a combination of a bot and a human but the human never responds to my requests for help.

(edited)

my thoughts

Employee

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20K Messages

3 months ago

Your in Ohio, part of the 5 states of Ameritech (Midwest).

The number asked to call is 800-531-5000 is for DirecTv in scheduling the appointment or canceling appointment.

ATTHelp

Community Support

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207.6K Messages

3 months ago

Please delete your screenshot, emailchrishall, your full account number is visible to the public. You can remove it by clicking the three dots to the right and editing the post.

 

We see that you recently reached out about this on Facebook and spoke with our social media team, who found that you're already in contact with the Office of the President.

 

Since this has already been escalated to the highest level of support, you will need to work with them to find a resolution.

 

If you need help with anything else in the future, feel free to reach back out.

 

Thank you for visiting the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

New Member

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4 Messages

3 months ago

@ATTHelp 
I'm trying to figure out why the links and phone numbers that are given out are not working. There seems to be some sort of issue with our systems.

New Member

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4 Messages

3 months ago

@mythoughts
The problem is, when you call 800-531-5000, no one seems to be able to help with Fixed Wireless Internet. I've spent hours on the phone this week and got bounced around from department to department. The people I was speaking with genuinely wanted to help but couldn't.

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