Poor Fiber Installation Experience
I'm a new customer that ordered a 2Gbps Fiber internet plan. On the day of my installation appointment (Aug. 4th), I had 3 sets of technicians come out. One for trenching, one to setup the outdoor box, and one to setup the ONT and router.
Unfortunately no one at my home was able to answer the door for the last technician, so I had to reschedule the final part of the installation. I recieved a call from the local technicians to schedule the rest of the installation and we agreed to have it completed the next morning (Aug. 5th).
Later in the same day, a tmobile rep called for the same reasons, to reschedule the install. I explained that the installation was already scheduled and the reschedule was unnecessary. They insisted that I schedule another appointment for a different day(Aug. 10th, today) as their system showed no availablity for next morning. I asked if it would be ok to schedule the appointment with tmobile, and cancel if the technicians completed the install the next day. The rep agreed.
On Aug. 5th, the install was completed and the internet was working as expected, full 2Gbps down and up. However, roughly 3 hours later the internet stopped working and the "PON" light on the nokia router turned red. I thought their may have been physical damage somewhere in the included fiber optic cable, but nothing stood out.
I immediately called tfiber support and explained the issues I was experiencing. The rep I spoke to was confused given that on their system they only see an installation scheduled for the 10th. The rep then suggested the issue might stem from a conflict between their scheduling system and the activation status of my internet, rather than physical damage. A ticket was then created with no timeline on a resolution, other than "an update or call back within 72 hours to see if the issue has been resolved." I contacted customer support again to see if maybe I could get a ticket number and check back if they dont call back. I recieved one by a different agent and was told that the "investigation has been escalated."
It's Aug. 10th now and I just received an email congratulating me on my new service, but I still have no internet. I called again today to explain the situation again, and pretty much received the same answer, "we're still investigating it." This time, however, there was an attempt to schedule an appointment for Aug. 13th with a technician to check the physical line in and outside the home for damage. Unfortunately there was another issue where they could not make the appointment for me in their system, for whatever reason.
Now I'm waiting for an update on a possible technician appointment, as well as any resolution to their backend issues regarding my original installation.
Sifi Networks is my local fiber provider
Has anyone had any similar experiences with their installation? Is this likely an issue with sifi networks, or a lack of coordination between local providers?