06-03-2010 06:11:55 PM
First, just let me say that I have contacted many (10+) of your customer service reps about this issue and I am really starting to question ATT's customer service.
There are major issues with your address checking database and it is about time somebody figured this out. When checking the availability of UVERSE at a given address using this webform: http://www.att.com/u-verse/availability/index.jsp? MANY addresses do not even 'VALIDATE'.
Let me expand on this: By 'VALIDATE', I am not talking about whether or not the service is 'AVAILABLE', I am simply referring to the fact that the database cannot even 'FIND' a large number of addresses. Let me be clear, there is a distinction between VALIDATING an address and checking if service is 'AVAILABLE' at that address.
For example: Using the normal ATT availability database (unrelated to UVERSE) my address can be found. However when I go to the UVERSE check availability form listed above and enter the same address, the system cannot even 'FIND' the address. To be able to check availablity for UVERSE, the system must first be able to find the address.
Now using a totally different address (lets say my sisters home address), the UVERSE availability check WILL 'FIND' the address, but notify me that service is not available at that address.
My question, or rather suggestion to your webmaster is this: Why are you maintaining TWO different address databases? The global address listing SHOULD not change, the address listing used for all other ATT services seems to work just fine, so why not use that one? After the address is FOUND in that global address database, you can then check the uverse availiblity database for a similar match.
I have checked entire city blocks in major US cities and your UVERSE address lookup seems to be totally screwed up!! Can anyone please give me contact information to somebody who could possibly go about fixing this? I have read a lot of complaints about people having this same issue and yet the problem still exists. You are losing valuable customers to that other cable company.
06-03-2010 06:36:17 PM
As this is a peer to peer forum there's not much we can do. Contact David in Tier 2 using this contact information David's Info and if you are able to get UVerse he'll be able to help you. I had a similar problem when I moved into the apartment that I'm living at now in that it was less than a year old. Our problem was solved by the AT&T UVerse install tech that lives in the complex and did a lot of the install to the apartment building knowing for a fact that we were ALL qualified for UVerse FTTP. Not everyone can be quite that lucky, but David will take care of you.
06-03-2010 06:43:54 PM
Thanks for the quick reply. I have already contacted him concerning this issue. I have read other users topics on similar issues and saw that 'David' is the man to talk to, but I just wanted to try to dig deeper into fixing this issue. I will update this thread when I hear back.
06-03-2010 06:45:00 PM
Not a problem. Keep us informed.
09-16-2010 07:51:24 AM
Yes Please, Fix Your address database!
It's available at both my neighbor's houses not 50 feet away and all around me but I'm on a corner where the road name changes. The fiber and pod are in my yard and even had a door to door rep come by my house trying to sell me uverse.
I'm tempted to start digging if they don;t get this sorted. I need to be saved from Time Warner hell.
09-16-2010 07:53:49 AM
Call cs and schedule an install. See what they tell you. 800.983-2811
09-16-2010 08:22:53 AM
I did today, I've joined the waiting game at this point.
I think the problem is they messed up the numbering on my street or expansion of the neighborhood, so they changed the name of a section of street. The street name changes from marconyto carretta and then back to marcony in about 200ft. Theres only like 2 houses technically on my street. Everyone on marcony and marshlane and the intersecting streets are in the online database and are available for service.
The fiber lines and pod that service the neighborhood are in my yard.
09-16-2010 08:25:36 AM
I kind of wonder if maybe my address is listed as marcony in their database or something. Google maps pulls up the correct location for carretta but street view or close up it's just marcony way or approximate.
09-16-2010 09:51:05 AM
From David's page:
This is if you believe Uverse is in your area and think the database or the site uverse.att.com is wrong. You can actually put in a “Address Validation Case” directly with at&t. Follow the directions below.
To put in a case:
Speak to uverse sales
Request a/an “Address Validation Case”
report which addresses are wanting service and which ones can get it.
If a tech mentioned that you should be able to get uverse mention this too. If not don’t mention it.
In the end you should get a FXXXXXXXX (a F and 8 digits afterwords) type of case number.
Since these cases take about 1-2 weeks to work it’s best if you wait and contact us back with the case number. Again the case number will be an FXXXXXXXXX type of number.
We used to be able to do these but due to recent sales and legal issues we cannot no longer directly put these in for customers. However, there is no rule that says customers can’t request these on their own.
Long story short, we can check the ticket, we just can’t start it! Starting it we need your help for. If the sales agent doesn’t understand or doesn’t want to do it, hang up and find another one. Unfortunately, only sales agents can put in these requests.
If you need to check a ticket you can either call back at the -2020 number or send an e-mail to email@example.com with the FXXXXXXXX (F and 8 digits after) ticket number, and we can check it and let you know. In the subject line please put ticket check
If it is something outside the above scenario please use prequal-other
Please NO SD stretch-o-vision or 480 SD HD Channels
1-866-465-1496 for direct TS to avoid Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more