Mike998's profile

New Member

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4 Messages

Mon, Feb 21, 2022 12:49 AM

"Facilities issue" not enough ports?!

Hello

I was told and saw that my address in a new neighborhood is available for fiber Internet connection and scheduled an installation date which was promptly canceled due to a "facility's issue" Upon further investigation I found that there are not enough ports available in my area how can this be when there are multiple new homes being built next to mine and my neighbors have Internet? I have called customer service multiple times and have been told the issue might be resolved in a month but they are not sure is there anyone that can help with this? I need Internet in order to work and I'm really stuck here. I highly doubt that every single port is spoken for.

Constructive

Employee

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27.9K Messages

4分前

It happens all the time 

Constructive

Employee

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27.9K Messages

4分前

It happens all the time 

New Member

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4 Messages

4分前

So what am I supposed to do about getting online? How can I get AT&T to add more ports? Seeing as it's not just me in the neighborhood either

browndk26

ACE - Professor

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4.5K Messages

4分前

Were there existing homes built before the new construction homes? If yes, additional homes being built may not have been planned for in the previous fiber deployment. Get another ISP and switch to att if and when more ports are added. 

New Member

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4 Messages

4分前

Thought about that^ but the community was all built at once (when mine was started only a few were finished). And there are actually no other ISP that service the area, I've checked every single one :( AT&T has a contract with the builder so it's all been a constant runaround.

ATTHelp

Community Support

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191.8K Messages

4分前

Let's see what we can do to address your fiber installation concerns for you, @Mike998.

 

Thanks @browndk26 for the suggestion.

 

For the best way to check when fiber is truly available at your address, we recommend signing up to be notified when service becomes available.

 

If you've been told that fiber is available and you're still unable to get an installation appointment scheduled, you'll want to speak with our customer service line at 1(800)288-2020 to see what further information can be provided, including any details we may have available about the facilities issue you were told about.

 

We hope the information helps, and thanks for reaching out on the AT&T Community Forums!

 

Jarod, AT&T Community Specialist

spoom2

ACE - Master

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15.5K Messages

4分前

If they have a contract with the builder, that's who should be dealing with AT&T to get additional service to the area. 

New Member

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4 Messages

4分前

@ATTHelp I've called about 37 times now and keep getting the same story that no one knows who what or when there will be a resolution...

@spoom2 agreed! I've tried to get them to contact the engineering team but they just keep telling me the same thing to call and put in a ticket, at this point it's been almost 2 months of putting in tickets

my thoughts

Employee

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19.1K Messages

4分前

Standard ISP options besides telco (ATT, CenturyLink, Frontier, Windstream, etc) would include local cable company, cellular service of hotspot or fixed wireless, satellite.

https://broadbandnow.com/

enter your zip code to find the ISPs for the zip code.

ATT facilities issue may be lack of equipment, the company announced in September 2021 they would be 500,000 short of the planned 3 million for 2021 due to shortages. The expectation is will be made up later and should still be able to complete the additional 15 million residential planned for 2021 to end 2025. 

By 2026 will have total of 30 million fiber or 50% of all hardwired addresses within 21 state footprint will be FTTP. 

spoom2

ACE - Master

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15.5K Messages

4分前

If the builder is in communications with engineering or was, they should have a contact. You wouldn't and engineering probably would work with an individual homeowner anyway. Sounds to me like your builder is shirking their duties. You always have an option of filing a FCC complaint, but they would probably also direct you back to the developer. 

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