Timing on resold AT&T installations

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
17 posts Page 1 of 2
by vxg9tj43pto » Wed Jun 02, 2021 2:50 pm
If you have, or have ordered, an AT&T resold fiber install, how long did it take to get it installed/how long has it taken so far?

I ordered fiber at the end of April, and am still waiting. AT&T's contractor buried a conduit in mid-May, but Sonic says AT&T is still waiting for the burial ticket to be closed. No escalation seems possible. Have others experienced this or similar issues? If so, how have you dealt with them?
by dane » Wed Jun 02, 2021 3:14 pm
Generally, it's 5-7 days for activation of new service via Sonic & AT&T for the IP Broadband product. But if construction is required, a new conduit, fiber drop, etc, it can extend to weeks.
Dane Jasper
Sonic
by vxg9tj43pto » Wed Jun 02, 2021 3:19 pm
The underground conduit was done in a few hours in mid-May. It is completely buried with a pull-cord in it and an AT&T tag on each end. An AT&T tech gave me a box, which I installed and which the AT&T conduit enters. My own (house) conduit enters the other side of the box. It's all ready for AT&T to connect, but they seem to be stuck on recognizing that. They are giving a provisional(!) date of 6/15 to maybe move onto the next step. This seems broken.
by dane » Wed Jun 02, 2021 3:21 pm
Gotcha. Yes, could certainly be communication break-down. Or just that fiber placement and splicing is backlogged at ATT. But, the team here will need to review and see if they can escalate. I'm sure they'll see this thread!
Dane Jasper
Sonic
by vxg9tj43pto » Wed Jun 02, 2021 3:31 pm
Thank you. Do you happen to know what AT&T backlog on connections is these days? This (should be) a simple connection, since the contractor's conduit goes right up to the pole that supports the fiber lines.
by dane » Wed Jun 02, 2021 3:36 pm
vxg9tj43pto wrote:
Thank you. Do you happen to know what AT&T backlog on connections is these days? This (should be) a simple connection, since the contractor's conduit goes right up to the pole that supports the fiber lines.


No, but we have an ILEC team who would be likely to know that, and they and our customer service group do monitor forums.

But you're actually more likely to get a timely answer if you just engage with support directly, FYI.
Dane Jasper
Sonic
by vxg9tj43pto » Wed Jun 02, 2021 3:42 pm
dane wrote:
But you're actually more likely to get a timely answer if you just engage with support directly, FYI.


I've done that. There has been no known progress since mid-May, and I am still getting 6/15 as the date at which some movement might (or might not) occur, and AT&T is still saying that it hasn't closed the conduit-burial ticket despite the facts on (in) the ground. Meanwhile, AT&T killed my DSL connection right when they said they would (they're discontinuing DSL here generally). So it's tethering-to-the-phone time.
by rebel316 » Fri Jun 04, 2021 3:11 pm
For me when I placed the order, it took a total of 6 missed commits from AT&T and finally on the 7th visit, they got the install up and running. I don't remember how long it took, maybe 5-6 weeks, but maybe it has gotten better since 2 years ago.
by vxg9tj43pto » Fri Jun 04, 2021 4:39 pm
> For me when I placed the order, it took a total of 6 missed commits from AT&T and finally on the 7th visit, they got the install up and running. I don't remember how long it took, maybe 5-6 weeks, but maybe it has gotten better since 2 years ago.

Hmm, looks like mine will take at least as long, and I'm not even to the installer visits yet. AT&T is saying they need to "dig", but where and for what purpose is a mystery. BTW, how has the service been since they hooked it up?
by vxg9tj43pto » Wed Jun 16, 2021 3:53 pm
So Sonic now tells me that AT&T still hasn't completed its "dig", and there are again no details on what needs to be dug (although AT&T now is saying that it's a "repair" that apparently was being deferred until my order was entered -- GREAT job AT&T!), and the new estimated completion date is 6/28(/2021?).

So rebel316, how is your service now that it's finally installed?
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