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New Member

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8 Messages

Tue, Jul 21, 2020 8:49 PM

House turned into Duplex, NEED HELP!

Hello,

 

I just moved into my house, which 1/2 of a newly built duplex (units 101 and 102). This was previously only a house, so, as far as ATT is concerned, once my neighbor established service (using just the street address and not a unit number), I can’t set up service because there’s already an account at this address.

It’s not my neighbor’s fault because ATT does NOT have the unit numbers under the “Check Eligibility” feature, so he just ended up using our street address...

Now ATT refuses to send a technician to set up my side of the house with fiber...

I have my own mail box, water meter, electric, gas, etc.

 

Please advise!!

Responses

Official Solution

davemize

ACE - Professor

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3.1K Messages

3 months ago

Try submitting an address validation request at 800.288.2020. Be prepared to give the addresses of the neighbors (including the other half of your duplex) that have fiber. You'll get a service ticket to confirm the request. I'm seeing 1 - 3 weeks to complete these requests now. As long as the post office recognizes you as a separate (new) address, this should work.

"Don't make me summon the flying monkeys...."

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New Member

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8 Messages

3 months ago

Thanks, Dave. I think the issue is the USPS database was never updated after the building permits were issued by the city/county. Even though the city did issue 2 separate water meters (for each unit) accordingly.

I think the buck stops with the USPS...which has not been easy to deal with...I’ll probably just have to keep showing with proof that the units at the address exist.

 

Thanks again for confirming. You were more helpful in one post than 15 hours on the phone with ATT’s call center.

New Member

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8 Messages

25 days ago

So after several months of not being able to get service, I finally got my unit in the USPS database. The issue was the fact that the city permit/address department never pushed the address to the USPS to split the address into two units...I tried for 3 months to get this done at my local USPS branch that services my zip code. I brought them a copy of my deed, home insurance, etc...nothing, they always said they were "working on it" and that they had sent a message some postmaster. NOTHING after 3 months...

The only way that I was able to get the address in the USPS system was to go back to the city and ask their permits dept to use their USPS contacts to add this...

Brand User
ATTHelp

Community Support

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136.7K Messages

25 days ago

Great news, @ILIKESTEAKS.

 

We are happy that you were able to verify your address.
Thank you for your interest in joining out family. If you have any concerns or questions feel free to reach out to us here. We are always happy to help.

 

Ariel, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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8 Messages

20 days ago

So, my address has been added to the USPS database for over a week, and as I understand ATT has denied the ticket to validate my address for service...so, in the latest battle of me trying to give ATT more money (I’ve been a wireless customer for 20 years), I lose again...my street has a 1 ISP and not sure what else to do at this point. Talking to officials, they suggested a PUC filing. As the only ISP on my street, ATT has been denying me a proper way to work, access to healthcare via telemedicine...I mean, take a look at this picture. On the phone, the employees just read whatever is on the screen and tell me I cannot get service at my address.

 

my thoughts

Employee

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16.2K Messages

20 days ago

IF you have had a previous address validation request denied, there is a waiting period (6 months?) before can request another. 

 

I suspect this is your current issue, cannot order service until address and assignment been approved by engineering group that has already denied your request when the USPS database was not updated. IF so, now just a waiting period before a new request would be considered. 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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8 Messages

20 days ago

“Hey, buzz off and wait 6 months for us to reconsider whether we want to give you service or not”?

 

That’s ATT’s solution?...That doesn’t seem very considerate

New Member

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8 Messages

20 days ago

Also, how come ATT will gladly ship me equipment (and charge for me it), to an address they supposedly do not recognize in their system? I jut don’t understand 

my thoughts

Employee

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16.2K Messages

20 days ago

ATT TV does not require ATT internet... you may use any ISP that provides at least 25 down including cable providers.

 

ATT TV, like DirecTv, is sold in all states while ATT hardwired services is only available in selected areas of 21 states. 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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8 Messages

20 days ago

Perhaps you didn’t quite see the picture I posted with my next door neighbors having fiber service?...you really think I’m not in the “select areas of 21 states?”

dave006

Scholar

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738 Messages

20 days ago

Also, how come ATT will gladly ship me equipment (and charge for me it), to an address they supposedly do not recognize in their system? I jut don’t understand

This part is easy AT&T TV does not require you to have AT&T as your ISP. You just need an Internet connection.

 

Now back to your address and the Standard Address DB. Five days is not very long but as long as your address is in the USPS DB, just order a standard POTS landline.

 

Since POTS is a regulated service AT&T will take your order and it should be provided over Fiber along with your requested AT&T Fiber service.

 

And this will also trigger AT&T to update the service DB to reflect that you have Fiber availability at your address.

 

Dave

New Member

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8 Messages

20 days ago

Dave,

 

Thank you for your thoughtful and helpful response.

I will point out that the ATT TV order was a bundle (internet+ATT TV), ordered at the same time...

But at any rate, thank you for your suggestion, I’ll give that a try!

Brand User
ATTHelp

Community Support

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136.7K Messages

20 days ago

Hey @ILIKESTEAKS,

 

To help get everything corrected. Ask your neighbor to also update their address as well. Only 1 AT&T Internet account can be linked to an address. Make sure the construction team who built the home submitted the homes as a duplex.

 

You or your landlord (if applicable) can submit another address validation. Make sure that the address is fully established with the post office and city database. Afterwards we should be able to have someone install Internet services at your location. 

 

Let us know if this helps.

 

 

Max, AT&T Community Specialist

 

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