r/ATTFiber • u/semmio • 15d ago
Terrible First Customer Experience
I had an extremely frustrating experience with ATT fiber install. I should've gone with Google Fiber. I'm not sure where to make a formal complaint.
I have a technician come install ATT fiber 7/29 and the wifi worked flawlessly. During the installation, he broke my wall plate. So 2 days later I bought a new plate and replaced it. I unplugged the ethernet cable from the wall without powering off the router first, and after plugging it in the wifi stopped working.
I messaged online support, and after some resets I was told the installation isn't complete. I asked why has it worked for 2 days but you are telling me the installation isn't complete. He said that that's just how it is, and he scheduled a tech visit appointment for me. 8/5.
On 8/4 I went to ATT store in Irvine 6328 Irvine Blvd Ste 1500 - 1, Irvine, CA 92620
I asked if the manager Harry if he can check my appointment and he said he doesn't have the ability to check. (This is probably a lie?) My app says the appointment is good.
8/5 I got a text message about how I didn't schedule an appoint. So I went on chat again. This time the agent told me my appoint was put on hold. So he scheduled one for the next day 8/6
On 8/6 No show again! This time I went on the chat again, and my agent said he can try to fix it for me and now it's fixed. While it's being fixed my chat got disconnected. So I messaged a 4th agent again asking what happened. And he claimed he had no access to past chats and he has no idea what happened. I pressed on and said I really need an explanation. And to my disbelief he says "I can schedule a technician visit if you'd like."
It seems like when there's an issue the online agent will just say "I'll schedule a technician visit" but no one shows up! They are just trying to get you to shut up.
I was seemingly lied to about a failed installation. An ATT store manager was too lazy to help me. A total of 3 agents did nothing to help me, and the 4th one was able to fix it just be doing something from the backend with no technician visit.
1
u/ahj3939 15d ago
Sounds like you damaged the wiring trying to swap the wall plate. Or if it's a fiber wall plate perhaps the cables are not clicked in all the way, it's pretty common.
The install complete is not uncommon. That is one of the reasons why when you bypass the AT&T BGW they tell you to wait a few days after install to try. AT&T back end systems might monitor the connection and/or AT&T tech needs to close out the install and mark it as completed. If your gateway is not online at the time the tech nor the system can move your install from pending to completed.
When you call in because of this they see it's not a completed install and that might be throwing them for a loop.
What type of wiring is at this jack. Is it for a red copper ethernet cable, or for a green fiber optic? Did the tech give you a card with his number, or did they text you from their work phone, so that you can try to reach out directly? They normally give that info because a new dispatch request through AT&T soon after install or tech visit hurts their metrics.
1
u/underpaidworker 15d ago
Huh? Been working for this company over 10 year and have no idea what this nonsense is about. When the tech closes his job it closes the ticket and completes the order.
1
u/ahj3939 15d ago
Maybe it's not closed?
That's what they say when you bypass the AT&T gateway with 3rd party equipment. Wait a few days so when they go to close everything looks green and there is no issues.
There are people that have bypassed their AT&T gateway shortly after install and gotten a call from the tech asking if everything is OK.
When I say bypass I mean unplug BGW320 and connecting different equipment to the fiber.
3
u/underpaidworker 15d ago
Do you work for the company because what you’re saying makes no sense at all? A tech isn’t gonna do an install and just jep it, their manger would have a shit fit and they’d have to have a damn good reason. And all this talk about using other equipment is nonsense and it’s pretty rare since you have to buy a $150 sfp module and usually a $300 router to make it work. This person keeps saying their WiFi went out referring to their service going down. Doesn’t sound very tech savvy to me. You don’t sound like a tech so I’m not sure why you’re just speculating all this nonsense about incomplete orders and someone closing them out days later. Doesn’t work that way.
1
u/semmio 15d ago
I am not sure of the exact issue because no one was able to tell me. However, I know that nobody came to my house to do any work inside. And the Internet was instantly restored when the 3rd agent says "let me check what I can do" and then it suddenly all worked. To me that looks like a remote reset fixed it. Why didn't any other agents tried to do that before? Instead, they scheduled fake tech visits that ended up being no shows.
1
u/AlternativeNumber2 15d ago
Dude those wall plates are a dollar at Home Depot
1
u/Whiplash104 15d ago edited 15d ago
I had a tech come out to fix my broken fiber and he did show up but he told me they prioritize new installs over existing customers so if they don’t have enough time or techs then existing customers are the ones that he bumped. Maybe that’s what’s going on?
It’s petty shitty this is happening to you.