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How can I check on the status of my order?
I just purchased a new construction house (but haven't moved in yet) in a well-established neighborhood close to the city center. I figured it was likely fiber was available in my neighborhood. When I try to order it online, and enter my address, I am told service isn't available. However, I suspected this might be because my house is new construction, and isn't "in the system" yet in some sense.
So on December 23, I called AT&T. The woman I spoke to checked and confirmed my suspicions were correct, finding that some of my neighbors do have AT&T service, so it was likely a matter of something needing to be done at street level. She said they would be sending a technician out and that it could take up to 2 weeks. She gave me a ticket number and her first name, and said she would be calling me back within 2 weeks. She even gave me the area code the call would be coming from so I would know to answer.
The 2 week mark was yesterday, and I hadn't heard back, so I tried calling today. First I checked the AT&T website, but none of the toll-free numbers I could find matched the number in my phone log the day I called. I tried calling that number, but just got a non-personal voicemail greeting stating the number I had reached. (I did leave a message.) So then I called the number I found on the AT&T website today, which was (Phone number hidden). Unfortunately, the person I reached didn't seem nearly as knowledgable as the previous person, did not seem to speak English as his first language, and seemed to be following a script. He took my ticket number, checked on it, and told me it had been closed, that my area was "red" meaning service is not available in my area. He said it would be 30 days before they could check again, and gave me a new ticket number. I tried explaining the conversation I had had with the first person on December 23rd, but he didn't seem to understand.
The woman I reached on the 23rd seemed reasonably confident that this would be done. How can I get more information on this or reach someone knowledgable?