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azdavis42's profile

5 Messages

Friday, March 1st, 2024 2:33 AM

Issue Ordering Internet

My neighbors to the left and to the right of me have ATT internet. I checked internet availability a week before closing on my house. It said there was a current account. I waited until today and my address says no internet available. Can I have a study done or get the database updated. The owner that just moved out had ATT internet. This makes no sense. 

Former Employee

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22.4K Messages

3 months ago

What speed tier was available for previous owner?

How about the speed tier for houses to left and right?

If legacy DSL new accounts have not been available since October 2020.

If this is an older Uverse xDSL area the addresses could be updating for either direct fiber If deployed in the neighborhood or fiber to the cell tower known as ATT AIR.

By end 2025 50% of addresses within ATT Uverse platform 21 state footprint or 30+ million are to be direct fiber while another 25% or 15+ million will be ATT AIR and last 25% will be same copper services as has been available for last decade+.

5 Messages

3 months ago

I don't know their speed. The website said up to 100. 

ACE - Professor

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5.5K Messages

3 months ago

This is interesting. The wording provided is actually what I currently have here.  I suppose it’s possible you’re waiting for the previous account to get closed out?   You’ll have to talk directly to Att and see if they can clear it up for you.   If you get the same response again, someone in Att needs to do a thorough address validation against postal databases.  

5 Messages

3 months ago

gr8sho, 

It's super weird. The previous owners must have cancelled their service. Once that happened, The website and ATT says it't not available. It was available last week before we closed on the house. 

ACE - Professor

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5.5K Messages

3 months ago

Well it’s no secret Att wants out of the DSL business.  Is Att Internet Air being offered to you by any chance?

5 Messages

3 months ago

They just said try another provider. Nothing was offered. 

ACE - Professor

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5.5K Messages

3 months ago

I suppose if you’re really determined to use Att, file a complaint with the BBB with the explanation and logic written here.  If Att truly does not want to sell DSL in your area, at least you’re given a comprehensive response.  
Normally it is our collective understanding Att intends to sunset DSL and move everyone to either Fiber or Air products.  

In practice that’s proving to be a very steep hill to climb.  For instance where I live, moving to fiber requires a boring project and there’s no sign of that happening.  And Air isn’t feasible because there are no nearby towers.  So if a house changes hands, does that mean cable becomes the only option?  Since all the equipment is still here , I wouldn’t understand why a new account for service shouldn’t be given.  

1 Message

3 months ago

I transferred to a newly constructed apartment building where there is only At&t fiber facility and no other. I set up an appointment for an internet connection on a Sunday Feb 25, 2024 and was able to get the window time on a February 26, 2024, Monday between 8 to 10 a.m. In between I received text messages asking if I want to keep or change. of course I text back keep. Come Monday again another text keep or change, then another text message at around 8:05 a.m. that the technician is on the way. Hours past and its already 9:30 a.m. when I got the text the technician is downstairs. He came to my Apt and check on the ready installed fiber and connected the box. Then went out again, and came in again and told me the internet is dropping and he may need to report it to his supervisor. All in all without the internet being connected he spent about 1.5 hours and I was already late on my appointment. I asked about my username and password and I got the information and the technician left.

I followed up with At&t and no definite answer can be given expect a ticket has been done. I was ready to move on and just give up on it but lo and behold Thursday I got a text in the evening, that the issue of my connection is resolved and that I need to schedule another trip of the technician. I already actually ordered Verizon 5gHome and had to cancel my order because of this development.

I was again asked via text message to chose when do I want the technician to come, and I chose March 2, 2024 10:00 a.m. to 12:00 p.m. And yes, another nothing happened. I call At&t again at11:55a.m. asking where is the technician, and I was told I have to reschedule again. I am just wondering what is happening? I fear come Saturday March 9 there will be no technician to come again.

Can someone from At&t explain why this is happening? The building is almost At&t exclusive and yet it will take me two weeks to have a connection? That is if anybody appeared on the 9th of March if not it may take a month! Cmon At&t you could do better than this. 

I am calling on At&t to please investigate why is this happening. Please check.

ACE - Professor

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5.5K Messages

3 months ago

@Offie 

The forum isn’t the place to get that kind of help.  The forum is mostly about peer level support.  To get help directly from the company you need to stick to them like a cheap suit.  

5 Messages

2 months ago

So, I went the BBB and FCC route. AT&T's executive office called me and said they would put a ticket in to their technical team. I was called back today by the executive office and was told: sorry, we can't offer service. The neighbors are grandfathered in and we won't offer new service. It is what it is. AT&T doesn't give a rip about the old copper. They just take government money to expand rural broadband, then take rural broadband options away from others. Good luck to others in similar situations. 

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