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Jacksonfam's profile

New Member

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6 Messages

Friday, December 2nd, 2022 6:41 PM

Need escalation to get address validated

@ATTHelp 

I am looking for an escalation at AT&T that can help me get my address validated.

 

We have been trying for over a month to get fiber internet at our new construction home. We are the first house on our street.

I used the link to "check your availability" and it says, "Looks like high-speed internet isn’t available at your address. However, you can still get great TV service."  We spoke to a technician that was at a neighbor’s house, who confirmed that we do have fiber at our address. There is an AT&T fiber box in our front yard.

We have already requested an address validation, but the customer service representatives don't know what to do. They simply read the script that says we entered you address and there is no internet available at your location.

We have opened MULTIPLE tickets and still don't have a resolution over a month later.

Even the local salesperson hasn’t made any traction in the past 2 weeks. Help! We are about to sign up with a different provider if ATT can’t get us internet ASAP. 

spoom2

ACE - Master

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17.5K Messages

2 months ago

Address research request. you won't get an escalation by posting on the forums. The forums are customer based though @ATTHelp does respond from time to time. You don't need a new topic for each post. Did you check the houses on each side of you as suggested?

New Member

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6 Messages

2 months ago

I need a new topic because you closed the other topics so I couldn't comment.

New Member

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6 Messages

2 months ago

Please read my original post. We are the only house on our street. As a result, I cannot check the houses on each side of me as suggested. 

spoom2

ACE - Master

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17.5K Messages

2 months ago

I only closed the one where you tacked onto a 5 year old topic and things change. I re-read both post and see nothing that says you're the first on that side of the street, however, I do in this topic. I'd say try the validation form and if that doesn't work file an FCC complaint, that will go to corporate. A validation can take a week or two. 

(edited)

Constructive

Employee

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30.4K Messages

2 months ago

sometimes its just not available, its possible they didnt build out due to you being the only house 

ATTHelp

Community Support

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207.7K Messages

2 months ago

Let's help research your address for Fiber availability, @Jacksonfam!

 

Due to the nature of your request, we'll need to speak privately. Check the Direct Message inbox in the top right corner of your screen. We'll be sending you a DM shortly and look forward to hearing from you!

 

Lacey, AT&T Community Specialist 

spoom2

ACE - Master

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17.5K Messages

2 months ago

@Jacksonfam DON'T post personal information in the open topic, wait until you are communicating with @ATTHelp in private through the DM

New Member

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6 Messages

2 months ago

@ATTHelp  I have not received a DM from you.

ATTHelp

Community Support

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207.7K Messages

2 months ago

Thanks for letting us know, @Jacksonfam.

 

We're sending you a DM now and look forward to speaking with you! 

 

Lacey, AT&T Community Specialist 

New Member

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2 Messages

23 days ago

NEED ESCALATION FOR AT&T INTERNET ADDRESS VALIDATION.    We are trying to get Internet service at new construction home.  We have made multiple calls and have a Ticket 1424801 open but have not received a call to confirm a Tag and Locate.  We have spent multiple days on calls without assistance being passed from one team to the next.  The Builder has confirmed that ATT is in the community and I have 2 addresses of people within the community that currently have internet service with AT&T.

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