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qz123's profile

New Member

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4 Messages

Tue, Aug 30, 2022 6:55 PM

Website says fiber available but rep says it's not?

I'm moving in about a month. The availability checker indicates that fiber is available at my new address. Today, I set up the move and placed an order with a rep successfully, but an hour or so later I received an email that my order did not go through. When I called customer support, the person said that fiber is NOT actually available at my address and she would have to put in a ticket with IT to see if they can make it happen over the next few weeks.

I'm a little discouraged because I work from home and need the faster speeds, but also confused. What's with the discrepancy? Is it likely that the website has the wrong info or that the rep does? And what are the chances that a support ticket will affect whether there's fiber in my area?

tonydi

ACE - Guru

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8.4K Messages

3 months ago

Is it likely that the website has the wrong info or that the rep does?

Yes.  

AT&T is notorious for bad record keeping but it could be that the plan shows that address as being wired up but there are pieces missing to make it live.

And what are the chances that a support ticket will affect whether there's fiber in my area?

Something a bit lower than zero.

Is the address new construction or has it ever had AT&T Internet before?  House, apt, condo, what?

    

New Member

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4 Messages

3 months ago

@tonydi Thanks... that figures. Yes, it's had AT&T internet before with the former residents, but I think they just had DSL (edit: I think this because it's what the rep told me when I called customer support). It's a house and about a 10 yr old construction.

(edited)

tonydi

ACE - Guru

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8.4K Messages

3 months ago

Ok, well that's at least encouraging.  I don't suppose the utilities are aerial, huh.  It would be easier to see how far along fiber installation is in that case.

ATTHelp

Community Support

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203.5K Messages

3 months ago

Hi qz123, we'd be happy to help you find out if you're eligible for Fiber.

 

If you don't get an update on your ticket, just let us know, and we'll take a look.

 

If you need help with anything else, let us know!

 

Thanks for visiting the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

New Member

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4 Messages

3 months ago

@ATTHelp I didn't get a response so am still not sure whether we are eligible for Fiber. Can you follow up with me directly, please?

my thoughts

Employee

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19.7K Messages

3 months ago

If the location previously had xDSL service, depending on facilities and copper distance from those facilities the following speed tiers would have been possible….

Internet VDSL 100/20, 75/20, 50/10, 25/5, 25/2

Internet ADSL2+ 18/1, 10, 5, 3, 1.5, .76 

In all cases the local cable company would probably offer faster than  the above.

If working from home, income depending on internet access, I would recommend have a redundant provider that could be ATT using copper or if ATT fiber is available could be local cable company or cellular hotspot service.

Residential internet has no SLA, if have a proble could be 1 to 7 days to schedule a repair appointment. 

Since Covid over last 2+ years have seen a number of customers doing 2 providers, have installed internet 10 from ATT for backup when customer cable service fails. The monthly cost compared to a single day lost income should be a no brained. Multiple days without service would be offset by months of paying 2 providers. 

ATTHelp

Community Support

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203.5K Messages

3 months ago

We will send you a direct message, qz123. Look for the chat icon in the upper right corner of the page.

 

Aminah, AT&T Community Specialist

New Member

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4 Messages

2 months ago

@ATTHelp I just received a notice in the mail saying that ATT Fiber is now available at my address. Could this have changed over the past month, or is this likely to be a mistake?

tonydi

ACE - Guru

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8.4K Messages

2 months ago

I'd say it's a solid 50/50.  😁  Given that the availability page already showed availability in Aug this could just be mail based on that bogus info.  Maybe whatever disqualified you before got fixed, no way to tell. 

Place an order online (please don't call, we see far too many Rewards disputes when people don't use the online ordering process) and see what shakes out!  🤞🤞

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