I have tried for over 3 months to get an understanding of why fiber optic internet is not available to my address. It’s available on my street and several of my neighbors are enjoying it. But I keep getting told, it’s not available at my house. I have gone as far as the legal department, which at first was very reassuring but they still came back with the same response. However, they informed me that the engineers confirmed it was not available at my address and they could not tell me when it would be. I just want to understand why? What’s wrong? Is it my land, the dirt, my house? Please help me to understand. Is it a way to speak with the engineering department? I have u-verse internet with them. I’ve been a customer for over 15 years. Please enlighten me.
ACE - Expert
3 months ago
Sorry, but they don't inform you why it is not available (or why it might never be available). There is no guarantee that everyone will get fiber. Their rollout plan is kept private.
As customers we don't get to speak to the engineering department. You are requiesting information that is private to their business. If your current internet is not enough for you, then seek another company.
As there is no violation, contacting the legal department was a waste of time as they have done nothing wrong as much as you don't like the responses you've been given.
Now if you have neighbors on the same side of the street that are immediately next to you, then there is an option. You call and request an address validation. That checks database against physical infrastructure, but may take weeks to get an answer. However if it got to people nearby, but just not all the way to you, then you are just out of luck.