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New Member

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4 Messages

Thu, Jan 2, 2020 2:04 PM

Address Verification Issues

I’m looking for help with getting a resolution. I need to get home internet for my new construction home. I contacted AT&T almost a month ago to set up new service, since my address is new they created a ticket number and said someone would get back to me but no one contacted me. instead I had to call back 3 times, third time I called they set up a technician to come out. It was told to me by the technician that I would only be getting 5mbps but he would check on it. He found that I am only 600 ft from a hub where I can get any speed I need and my neighbor which is not far as well has unverse with up to 75mbps.

I cannot get anywhere with AT&T since my address only shows 5mbps they can’t give me any faster. I have spoke with 5 different people and no one can help me. I had another company (spectrum) come out and it turns out that their service ends 4 houses down, they would have to get a construction crew run to run lines. They also told me that AT&T was right on the corner from my house.

I’m so beyond frustrated and hitting dead ends with everyone I speak to. We use Wifi for everything in our home. Please let me know if there is anything I can do to resolve this.

Responses

Brand User
ATTHelp

Administrator

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108.4K Messages

1 month ago

Hi, @morton4.

 

We are happy to help you check availability in your area. First try running your address through our database.

If your address is not within our coverage read through this article that explains why. We ask for your patience as we are constantly expanding. 

We have 3 ways to bring internet to you. Please check out our options as one may be the best fit for you. Let us know if this is helpful to you, we are always happy to provide further assistance. 

 

Ariel, AT&T Community Specialist 

*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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4 Messages

I would still be in the same position as you right now getting nowhere if the technician didn’t keep in contact with me. The only reason I am getting it resolved is that I was told there was no port for my address by one of the people I spoke with on the phone. I relayed this to the tech and he checked it out for me on his own and found many ports available and spoke with his managers to get it resolved.

Tech support not sales told me they could flag my account whatever that means. I just wonder if there is a way for you to get ahold of a technician(they are separately contracted I believe) that can tell you how far you are away from a hub and if there are ports available for you to hook in to. Maybe being a squeaky wheel will get you some answers.

New Member

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5 Messages

1 month ago

Hey, I just came across your post after posting a very similar post myself. In my case, I haven't even gotten as far as getting a technician to come out. When I first called, the person I reached sounded very knowledgable and confident that something just had to be done at street level because my house was new construction. But like you, I haven't heard back after 2 weeks. I just tried calling again and got someone obviously in an overseas call center just following a script, who was useless.

Have you gotten anywhere with this?

(edited)

New Member

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4 Messages

hi Arcite,

Luckily my solution seems to be resolved and I will be getting internet on Friday. I wouldn’t have gotten anywhere if it wasn’t for the technician that came out originally. When calling the sales representatives and tech support I got nowhere because they can only go off of what’s showing in the system for my address. I called more than 6 times speaking to different representatives and the only reason I got it resolved was the tech kept in contact with me and checked at the hub at the end of my street to see if there was an available port(there was) and they changed my address in the system. Can you get the ticket number for an address verification? Maybe you can see if they can have a technician call you when they are checking on your address.

New Member

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5 Messages

How did you get a technician to come out in the first place?

I have my original ticket number, but the call center person I reached today told me it had been closed and all he could tell me was that my area is "red" which means service isn't available (I tried telling him my neighbors have service, but again he was apparently just following a script so this went nowhere.) He said it would be 30 days before they could "check" again and gave me a new ticket number I could call back in 30 days about. Any tips on how to reach someone who could be more helpful?

New Member

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4 Messages

when I first called they gave me a ticket number but no one ever called me back. I don’t know if anyone ever came out originally but they put my address in as only 5mbps. I didn’t know anything at the time about speeds so I set up an installation for that slow internet and that’s when the technician came out and noticed I can get a higher speed. Guessing here but It seems like whoever checked on your ticket number put your address as not available so there is no way you could set up an install like I did. I was a pest calling everyday and everyone told me the same thing as what you are hearing, that I couldn’t get another ticket number until a month later. Why can’t they explain what a red area means (no ports?). I would be a pest and see if they can flag your account, or see if the technician that checked on your ticket number can call you to explain why you’re neighbors have access but you can’t. I hope you get some answers it is beyond frustrating since you can’t get anywhere talking to the sales and tech support. Good luck!

New Member

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5 Messages

Thanks. What would you say when you called them every day, if they were telling you you couldn't get another ticket until a month later? What would it mean for them to flag my account?