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New Member

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3 Messages

Wed, Jan 5, 2022 5:23 PM

Tech says Fiber is available but Customer Service says no

A few years back AT&T installed fiber in my neighborhood, in fact they damaged my irrigation system as they buried the line in my side yard..  My problem is that when I contact AT&T customer service to upgrade to fiber, I am told it is not available at my address.  Neighbors on both sides of me have access to AT&T Fiber.  I have had two separate AT&T technicians to repair other issues with my AT&T service and both have told me yes it is available  as the service box is actually in my side yard.  However when they look in the computer it says it is not available.  Both AT&T Techs said they don't know how to change the computer.  The last tech (2 weeks ago) called his supervisor and his response was to report it to AT&T Engineering.

How can I get AT&T engineering to fix the geo location of my address in the AT&T computer to correctly identify availability of Fiber.  Every time I contact customer service or tech service via the phone they simply type my address into their computer and come back on the line and say it is not available in my area.  There has to be someone who will go deeper than just looking at a screen to fix this problem.  Thanks for any help you can provide on how to resolve...

Accepted Solution

Official Solution

my thoughts

Employee

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19.1K Messages

5分前

Need to request an Address Validation provide your address, address of neighbors and the terminal address in your yard. 

Should be given a case number, expect response on 3 to 6 weeks

You are on the same street name as neighbors, not around the corner on a different street?

New Member

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3 Messages

5分前

Correct, I am on the same street.  Actually it is a dead end street and I am the first house on the street, all neighbors are after my house.

How do I request address validation?

Appreciate the assistance 

ATTHelp

Community Support

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189.8K Messages

5分前

We can help you with an address validation, SeekingGoodCustService.

 

Let's meet in a Direct Message on this. Check your Direct Message Inbox, which is in the top right corner of the Forums.

 

Aminah, AT&T Community Specialist

dave006

Scholar

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2.8K Messages

5分前

You can fill out this form and list the service address on either side of your house as having Fiber either available or active AT&T Fiber service.

https://www.att.com/shop/unified/availability/address-research-request.html

However it would be quicker if you answer the Direct Message (DM) from @ATTHelp. Click on the little message icon between the att.com link and the "Bell" link on the to navigation of this web page.

Dave

Dave

New Member

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3 Messages

5分前

As a follow up.  Finally "Great Customer Service from AT&T.  After several months and multiple calls to AT&T Customer Service with no effort to actually look into my issue, one post on the AT&T Community Forum with a follow up from "Aminah, AT&T Community Specialist" the error in the computer system has been corrected. 

I have been successful in ordering Fiber service at my address.  Thank you "Aminah"!!  You demonstrated an actual willingness to listen and to help resolve the issue and not simply read a scripted answer.  What an example of outstanding customer service! 

New Member

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2 Messages

5分前

I'm another fiber "monkey in the middle" - Akron OH area - the next door neighbors 75 feet north and 75 feet south of my home, according to the AT&T "check availability" website, show that each of their addresses can order fiber internet. I put my address in and no soap - my address isn't on "the list."

I've put in an "address research request" but if possible would like to address this issue in less than the 3-6 week time frame I've been advised by folks in other online forums.

I've been jonesin' to ditch my cable internet and switch to fiber for the last three years. Any help from someone on AT&T's end to move things along would be greatly appreciated.

Thanks in advance...

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