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jen789
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6 Messages

Wed, May 27, 2020 2:13 PM

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Address Validation

I have been trying to get AT&T Fiber for three weeks now. I created a ticket to have my address validated. They were claiming that I did not provide an apt # for my address, but there was no number to provide. I live in a townhouse, not an apartment. I have called multiple times and my original ticket was escalated and I provided full description of the house, the community name, etc to not have any confusion this time. I also provided my next door neighbor's address since on the tool it shows that Fiber is available for his house.

I was told that an engineer was going to be sent to my house the next day and no one showed up. They also never called to follow up.

What is this? Is this how AT&T treats new customers? Do you guys even want to remain in business? If having an address validated is such a pain I don't even want to imagine what I could be put through in the future.

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jen789

New Member

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6 Messages

3 years ago

They finally fixed my address.

Steps to get address validated (Like a normal human):

1. Go to https://www.att.com/availability/ and verify your address shows up as "Internet not available in your area" or something similar.

2. Call customer service and say that you need to validate your address. Provide the address of the closest neighbor that has internet in your area (validate it with the tool provided in Step 1). Write down the ticket # for your request.

3. Expect to wait 2-3 weeks for them to validate your address but call weekly or every couple of days to follow up. I noticed a lot of times my ticket was placed on hold, no action was taken, etc.

Steps to get address validated (Like a superhuman):

1. Do step 1 and 2.

2. Contact the property manager, and tell them to reach out to AT&T. They have a business relationship and can get this rushed.

3. If step 2 doesn't work or the property manager is clueless you can still fall back on step 1.

browndk26

ACE - Professor

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4.9K Messages

@jen789 did your property manager get it fixed? Or did the standard address validation work?

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jen789

New Member

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6 Messages

I would say it was a little bit or both. My ticket had already said that my 'address was valid for fiber' but it was still showing 'red' on the system. Once they called they rushed the request and it was showing green right away.

This could have probably worked without me doing any work but who really knows at this point.

But in doing it myself I had a ticket that I could always refer back to. My property manager said that they rushed the request after I told her I had internet, but they never provided any reference #. She could have just said that to make the company look good.

(edited)

Constructive

Employee

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29.9K Messages

3 years ago

engineers dont go out to validate, validation is done from a computer using cable records, surrounding established services.

jen789

New Member

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6 Messages

@Constructive I just don't know what to believe anymore. I have talked to more than 8 reps and everyone says something different, has different accesses and can view different things. As a matter of fact one agent tried creating my account using the main office and putting my house # as an apt #. An account manager showed up and a technician was supposed to go one hour later. I was then told that the main office already had service, and the agent should not have done that and the installation was placed on hold. Nobody called to tell me that and I wasted an entire day waiting on them to 'install the service'. I was sent back to square 1 to validate my address... I'm beyond excited as you can tell.

I even had to cancel the original account that was created to avoid any future confusion.

I don't blame the agent or anything since out of all the ones I talked to he was the only one trying to come up with creative solutions.

I can see how this can happen. My house is a new construction, maybe they don't have it in the system with my actual address, but AT&T did the entire connection for our community, so it should be in the system somehow.

Some of my neighbors show up on the system, and others do not. I reached out to the property manager, etc, but sooner or later they will have more customers with the same issue.

Why not save other people the trouble and just send someone to validate all the new addresses that are not in the system yet?

(edited)

browndk26

ACE - Professor

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4.9K Messages

Since you have a property manager, I would think there is some kind of Local Att account Manager for connected communities. Ask the property manager about this. Should be an easy fix. Is att the only provider for the property?

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jen789

New Member

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6 Messages

Yeah, I already asked the property manager and she reached out to the main office. She's out today so I will follow up with her tomorrow to see what they said.

AT&T is the only provider in this area. I tried other companies such as Spectrum, etc and they all said the same thing. AT&T has a provider they work with that they allow to service my location (HughesNet) but their internet is through satelite and is SUPEEER slow and expensive. Not ever worth considering. It was something like 20 GB at a 20 Mbps speed and when the 20 GB run out the speed was dropped to 1-3 Mbps. They also have like a 400 dollar cancellation fee. At first I was considering using them until ATT got their act together, but no way I was going to pay 400 to cancel a service.

Why chose the crappy and more expensive service when there's Fiber at my location for 50 bucks?

Trust me I've done my due diligence and have tried every possible route I can think of. It is up to them to do their part.

(edited)

New Member

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1 Message

7 months ago

It’s 2022 and this is the exact same problem we are dealing with now. We had two different technicians come out and told us that fiber is in the building but we need sales to make an account for fiber in order for them to snake it to our unit. Again, since this is new construction sales won’t do anything until the address is validated and AT&T will leave you on read. LITERALLY I’ve been left on read from the local sales rep in Chicago. This is a nightmare and since we are completely helpless as customers without options then ATT could care less about our experience. 

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