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M

New Member

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7 Messages

Sat, Jan 22, 2022 4:33 AM

I can SEE the fiber connection FROM MY PORCH

I bought my home a year and a half ago with one of the major deciding factors being that it showed up on AT&T's address search as able to receive fiber internet. The very same day I signed the final papers for the house I called AT&T to set up my service only to find out that all of a sudden my address was no longer "in the system" as able to get fiber. We have 5 children who are doing most of their schoolwork online, myself who has taken on graduate study, and my wife is in her bachelors program. This on top of just basic internet use.
Since then, I have had several assurances from CS that investigations would ensue and that I would receive calls back. I find it odd that AT&T has time to call and hassle me over my bill but can't call to update me on all these investigations. Additionally, there have been three service technicians dispatched to my home, two of which promised me, at different times, to have me hooked up within 7-10 days. I never heard from them again. 
Here's the worst part: I CAN SEE THE HOOKUP POINT FROM MY FRONT PORCH. I am well within the distance to get fiber to my home and I don't understand why no one will help me get hooked up. I don't expect anything to come of this, but the stress and irritation of NOT having decent internet is getting to me. 
OMG LOL as I was typing this my ancient copper connection died and I had to redo it all. If we had another option I'd have them here in a heartbeat, but I don't and AT&T is aware of this. They're it around here, sadly.

New Member

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7 Messages

7分前

Oh, and I would LOVE to fill this out https://www.att.com/gen/investor-relations?pid=27794 but my internet is SO SLOW that the reCAPTCHA box won't load. Thanks, AT&T.

ATTHelp

Community Support

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195.8K Messages

7分前

Here to help with your fiber availability, @moneyboss505!

 

Let’s meet in a Direct Message to discuss researching your address for fiber. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums)

 

CalebP, AT&T Community Specialist 

tonydi

ACE - Guru

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6.2K Messages

7分前

@moneyboss505  Yeah, the reCAPTCHA widget broke earlier in the week.  🙄

I've been pointing people to THIS FORM. It gets the same people involved as the AT&T form, which is good, but my understanding is that it adds a few days to the process.

Sadly, unless this really is just a record keeping error (heaven knows how many of those AT&T has) and the fiber doesn't run to your house then I'm afraid your only solace would be that you know for sure it's not happening.  Unless you take out a full page ad in the WSJ, AT&T isn't in the habit of running fiber to a place they hadn't planned on to begin with.

(edited)

New Member

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7 Messages

7分前

Ok so I got the FCC formed filled out and submitted. Will keep posted here.

New Member

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7 Messages

7分前

Alright so I filed an informal FCC complaint. I received an email on Tuesday that someone named Cecille Santos had tried to call me Monday but couldn't reach me. There were no missed calls from anyone at or with AT&T on Monday or any day in the timeframe.
Since then, my already-awful internet has slowed considerably (up/down speeds according to connection tests show it's been cut by more than half. I pay for 18 down, it's usually 8-15, now it's 5-6. I guess that's what I get, eh?

No one from that office called me. I've called the number in the email a dozen times, left no fewer than 5 voicemails, and replied to the given email address a handful of times. Nothing. 
Thanks, AT&T. 

browndk26

ACE - Professor

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4.7K Messages

7分前

Post a picture of the fiber connection you see. Do your neighbors on the left and right have fiber service available? What speeds show available to you?

Use this form to find out. 

https://www.att.com/shop/unified/availability.html

Juniper

ACE - Expert

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30.3K Messages

7分前

@moneyboss505 

Address listed and then it wasn't? As mentioned, check to see if it shows there is fiber available to neighbors immediately next to you (same side of street). If there is, then likely a database error causing it to be missing. You call AT&T and request an address validation. That has them check the database against the physical availability. Be aware that such a check is not quick and can take weeks as they work it in among their other priorities.

Hopefully results come back in your favor. But be prepared that the previous listing might have been in error to begin with, so was removed upon getting fixed. As much as better internet is desired from any ISP, they are not required to provide it to you in a timeframe you like, if ever. Good luck.

tonydi

ACE - Guru

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6.2K Messages

7分前

I really hope you can get fiber mainly so this thread will not keep showing up when I scan.  It makes me think Sarah Palin is looking for fiber. 😁

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