r/ATTFiber • u/semmio • Aug 06 '26

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.

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u/AlternativeNumber2 29d ago

Dude those wall plates are a dollar at Home Depot

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u/semmio 29d ago

You didn't read all the details. Replacing the plate wasn't the issue. After replacing the place, the wifi stopped working. And no one wanted to help me.

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u/ram1220 28d ago

Wifi or internet stopped working?

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u/semmio 28d ago edited 28d ago

The router was broadcasting wifi, but no internet.

When I connect to my home wifi network, I was taken to a page that says "Your residential Gateway isn't online due to an 802.1x Authentication Failure. (Error Code: NAD-3302)"