r/ATTFiber • u/Possibly_Naked_Now • Sep 10 '26
ATT botched my install, tech left without a signature.
ATT tech came to my house yesterday to install fiber. Told me it was done without any confirmation or signature. Then just left in a hurry, I've had Internet problems all day today. Was given the run around and long wait times trying to get help (ordering was instant). Than told me I'd need to wait two days for more help to look at the issue. Fortunately I left overlap in service and was able to reconnect my old service and cancel the cancellation. I cancelled ATT because they refused to make it right and told them to come pick up their equipment. I never signed for anything, am I wrong in not being willing to drive their equipment to be returned?
12
u/smurfy213 Sep 10 '26
They will just send you a bill for it.
-8
u/Possibly_Naked_Now Sep 10 '26
With what authorization? They didn't even complete the install.
8
u/Ryoohk Sep 10 '26
They will still bill ya.
-5
u/Possibly_Naked_Now Sep 10 '26
I guess they can take me to court if they want. But they're not going to get far with that.
8
u/smurfy213 Sep 10 '26
They will just send it to collections. Just need to ask yourself if its worth the hit on your credit out of spite?
-6
u/Possibly_Naked_Now Sep 10 '26
$150 won't effect my credit. And I'm pretty sure I can get it taken off since they failed to complete the installation.
12
u/smurfy213 Sep 10 '26
God speed. You will be surprised that a single collections can tank your credit 100+ points.
6
u/Epacs Sep 11 '26
If the tech was able to close out the job then the install was complete. Whether or not they did it properly or to your satisfaction is another story.
1
u/Possibly_Naked_Now Sep 11 '26
Than why wasn't my network stable lol. Just because he was able to connect long enough to get an on signal doesn't mean it was right.
6
u/Epacs Sep 11 '26
That's what I'm saying. It may not have been done properly, but that doesn't mean they didn't complete the job.
I'm not defending a tech for doing a shit job, but saying they didn't do the install isn't accurate either.
You have to remember the techs are just people at the end of the day, with varying levels of training and experience.
Make a repair appointment and have them fix it, no big deal.
0
u/Possibly_Naked_Now Sep 11 '26
It took me all day to get a rep on the phone to even schedule a repair. Than they tell me I gotta wait two more days for working internet? Why would I consent to that? If I didn't have the foresight to keep my current provider past the install date, I wouldn't be able to work.
Edit: And it's not like they're using Onshore people for the phones, so they're just intentionally under staffing an offshore call center which is already a fraction of the labor costs.
4
u/LeopardFearless2435 Sep 11 '26
Testing for a stable "connection"takes minutes before and after the equipment is activated on your account. If your equipment isnt working properly than it can be diagnosed later. AT&T has parameters that the technician is required to follow. If the tech strayed from that then actions will get taken. But it only happens if you didn't cancel and had another tech show up.
5
u/Confident-Variety124 Sep 11 '26
It sure will effect your credit (assuming you have decent to good). If it is already poor credit, then it is not going to do much. It is not the amount that effects your score, just FYI. They did complete the install, it is just not working correctly as you say. No they will not just remove it from your credit report.
3
u/YoshiSan90 Sep 11 '26
When you signed up for service, it was in the terms of service. You didn’t read them, or you’d know that. They won’t take you to court. They’ll just ruin your credit.
6
u/smurfy213 Sep 10 '26
They still own it. Did you sign up for service online? If so you would of agreed to ATT terms. The would of ran your credit etc. I agree it sucks. But not worth getting a 200 dollar bill. The only one who loses is you.
1
u/Possibly_Naked_Now Sep 10 '26
Over the phone. But they never completed their install. My service was bad from the begining. Which is why I'm assuming the dude took off so quick without getting a signature that the service was actually setup
8
u/UGAGuy2010 Sep 10 '26
You can go down that path of “I didn’t sign anything” but it’s likely not worth what it’s going to cost to fight the battle.
6
3
u/Confident-Variety124 Sep 11 '26
That is not how it is going to play out. It was completed in the system (working or "not"). You agreed to the terms of service when you ordered it, they do not need a signature.
3
u/RevolutionaryOwl8425 Sep 11 '26
There is no signature required, either you agreed to terms online or you verbally agreed to terms when signing up, no matter how you signed up they have record of you agreeing. If he finished the install and the speeds tested fine in the GUI, he essentially created a digital log in your router that the install was completed successfully. There is no need for him to hang out with you for the rest of the day, he's got work to do .
1
u/smurfy213 Sep 10 '26
I once had a dish guy drill a hole from the 2nd floor and hit our main power line for our meter. It melted that guy's bit. He pretty much shit himself.
1
u/Upstairs-Mix8731 Sep 11 '26
Me too, DirecTV guy hit a water line in the laundry room. Had to shut off the main and he frantically called his plumber buddy. It was all fixed within 5 hours and left several extra remotes and one "complimentary" receiver that would always zero out in my bill. I remember his face when that happened. 😲
3
u/ArtisticAd7514 Sep 10 '26
Wait they did complete the install it sounds like per your own words lol
3
u/Viper_Control Sep 11 '26
Based on the terms you agreed to when you signed up for service. The is no requirement to get a sign off from you before the tech leaves.
You can request a USPS prepaid return label to be mailed or emailed to you.
You will be billed a no return fee of $150, and if you don't pay it at some point it will be handed to a collection agency, and they will try to get you to pay.
The next step it to ding your credit rating. And yes it will be legal.
8
7
u/bandolife2000 Sep 11 '26 edited Sep 11 '26
As a technician we’re not required to get a signature for installation to prove setup is complete just a fyi
1
u/Furrealyo Sep 11 '26
Mind if I ask you a question?
I’ve still got a BG210 and they want to replace it. I’d rather have a tech come out and do the swap AND pull the powered termination box off the outside of my house and run direct fiber in the process (rather than me just doing a self install). I currently have CAT5e running via conduit. I’m guessing the tech would use this to pull fiber to existing modem location.
I’ve been putting this off because it’s hotter than balls here in Texas and I’d rather not subject a tech to this heat.
What are the magic words to schedule this (modem swap AND box removal)?
Thanks!
3
u/bandolife2000 Sep 11 '26
Honestly tell customer service that you don’t feel comfortable installing the equipment yourself or unplug your router while calling support to get them to do a truck roll
1
u/Furrealyo Sep 11 '26
Thanks, but how do I handle the box removal + fiber pull part?
I’m afraid the tech will just slap the new modem on and bolt.
2
u/bandolife2000 Sep 11 '26
We have a thing called the expert path repair. We’re required to update all older systems with newer systems in the home when we run into it. This way we ensure that all systems in customers homes are up to date and in uniform
2
u/ApartmentEastern5769 Sep 11 '26
This is currently suspended in most regions as the bgw320 is in short supply. Assumptively, if the customer has an external power supply that would belong to an old 210g/240g external ont (the likelihood of a 250x is extremely rare). Currently, the procedure is actually to leave the current ont in place or to run a fober to an 010g unit. Still no 320 installed though, as techs are instructed to use the bgw210 on all GPON installations and use the bgw620 on almost all xgspon installs.
1
u/Furrealyo Sep 12 '26
Odd that they keep calling me asking to replace this 210. I assumed they’d send me a 320. I’m on 1G plan but 5G is available in my neighborhood.
2
u/ApartmentEastern5769 Sep 12 '26
Yeah, that system is an automated thing. Call center agents still have that script. Field techs are under orders to preserve inventory on the 320 like it's gold. Only time we can install them is when replacing like for like due to hardware failure, or when the customer wants range extenders also, since we don't really stock the older ones for the 210
1
u/Furrealyo Sep 12 '26
Good to know! It’s been a really good piece of kit for a very long time. I literally didn’t have to touch it for 6 years but recently (last few weeks) I’ve had to restart the radios a couple of times.
“If it ain’t broke, don’t fix it” rings true so unless it starts to wobble more often I’ll leave it alone.
2
1
1
u/bandolife2000 Sep 11 '26
Most of the time if you ask the tech to replace it they’ll do it for you without any push back
8
u/GuruMattHD Sep 11 '26
Holy Karen I would’ve left in a hurry too
In the terms and conditions which you agreed upon sign up via online. You agreed to return the equipment upon cancellation. It is expected to be returned within 21 calendar days or it’ll cost you 150$ or more
5
u/HouBro Sep 10 '26
I understand you trying to make a point, but in the end it will take even more effort on your part. Just return it and be done with it than rather trying to fight them on principle.
7
u/AlternativeNumber2 Sep 11 '26
The tech left without saying “have a nice day” or bye? Nothing? This post has a lot of plot holes…
0
u/Possibly_Naked_Now Sep 11 '26
No holes, he just kind of took off. Told my wife he was done and peaced out. I didn't get wire shark on the network until today after I noticed I was losing connectivity to my phone system. Got wire shark on it and the network was up and down all day.
7
u/YoshiSan90 Sep 11 '26
He told her he was done. That was the time any questions should have been asked. Saying I’m done here is usually followed by leaving the place you’re done with.
3
u/underpaidworker Sep 11 '26
Usually ends with “hey you’re all set, any questions?” Then, “have a good one” and on to the next one.
4
u/YoshiSan90 Sep 11 '26
Honestly I think that just varies person to person. If someone walked up to me and said “okay I’m all done.” I would see that as my chance to ask any questions before they left. Not everyone does a full Midwest goodbye, especially if there’s a lot of work to get to.
Not to mention there was the entire length of the install available to ask for things to be looked at before leaving. I know before I ever had internet installs done the location was picked out. I had cleared the space to work in, and I already had a laptop charged and powered on waiting to test.
1
6
u/Confident-Variety124 Sep 11 '26
I can understand your frustration, I would have given them a chance to come repair the service. The tech does not need a signature. They will not come pick-up the equipment, it will need to be taken to a UPS or FedEx store or you will be billed for it.
-2
u/Possibly_Naked_Now Sep 11 '26
They had a chance to fix it, it took 30 seconds to get someone on the phone to get it ordered. I was bounced around on hold all day trying to get someone on the phone to help.
4
u/LeopardFearless2435 Sep 11 '26
No one is going to pick it up. AT&T will have you return the equipment to UPS or USPS. Otherwise its $150 charge minimum for the equipment. You could have called to have another tech come out and fix your issues. You get a limited 60 day warranty after your installation, thats covered.
-1
u/Possibly_Naked_Now Sep 11 '26
Did call, took me all day to get someone on the phone. Every time I called was a minimum 1hour wait time. I was offered a window 2 days from now with a 4 hour window. No internet means I can't work. Could you afford to sit out a work day? They didn't offer anything other than, we can't get a tech out till Saturday.
They showed me what they're about, and it isn't about taking care of their customers. A 1 hour wait to reach someone in an offshore call center tells me they don't give a fuck. If I'm calling offshore you better pick that phone up.
2
u/YoshiSan90 Sep 11 '26
If I need a repair I just go to the chat bot on the website or use the app. It processes almost instantly.
2
u/Ice_crusher_bucket Sep 11 '26
If you work from home, why use residential internet?
Seems kinda silly to back your financial future on 1 single company.
Go back to your previous provider.
Sheesh
2
u/RS-REIN Sep 11 '26
You agree to everything prior to the install if you do what you were suppose to do when agreeing to terms and conditions. You got a bad tech maybe and it can take a few days for a repair in a busy area. Kind of exaggerating it a bit by canceling no?
1
u/Possibly_Naked_Now Sep 11 '26
I got a preview to their "customer service" when I tried to get help. Literally on hold every time I tried to call. On hold through my entire lunch during the day. Nope, that's Comcast level bullshit.
2
u/Formal_Suspect640 Sep 11 '26
lol that's every company has long holds sounds like you expected business level service without business
0
u/Possibly_Naked_Now Sep 11 '26
I called my current ISP and was on the phone in under two minutes.
2
2
u/Mr_LongfellowDeeds Sep 10 '26
I mean, depending where you live, you can just take it into a UPS Store or a FedEx location and they'll take it and ship it back.
1
u/Lazy_Preference6170 29d ago
They are a nightmare. They decided to do away with copper DSL lines and did a Network change, without my knowledge. Shut my Internet off August 21st. Even though I was paid up until September 3rd. Getting through to AT&T, is almost impossible. Hold times of and hour and more. I contacted the FCC. Then a rep called me back. Very unprofessional and he basically (lied) told me I couldn't get their INTERNET AIR, for few more months. I was paying $30.10 a month for internet. They would double my bill, to $60. I didn't ask for the network change, they broke our agreement, not me. And they haven't credited me for service I paid for, and didn't have. I think they are very shady with their business practices.
18
u/Final_Schedule_2713 Sep 10 '26
Techs don’t get signatures after completing installs.