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Radiata109's profile

Tutor

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4 Messages

Tuesday, October 14th, 2014 1:57 PM

Sevice is unavailble but all my neighbors have it. HELP!!!!

We just moved in to a brand new house.  We searched our address on uverse.com to see if it was available to us and unfortunately it wasn't.  I started asking my new neighbors who they use for phone/internet/tv service and everyone said Uverse.  So I went back to uverse.com and sure enough all my neighbors either have it or it is available to them.  I am at 109.  It is available at 104, 106, 108, 110, 111, 112...etc.  I called ATT no luck ( I think there was a langueage barrier).  Called back and got someone else.  Explained the situation.  After 30 minutes I was told someone was coming to my location to look at it and I would get a call back.  No call back.  Called again a week later.  Same song and dance had to explain for 30 minutes again the issue.  Same result.  Someone was coming and I would get a call back.  No such luck.

 

Finally I went to a local ATT store to get over the language barrier hump.  The guy toatlly understood my problem and showed me every address on my street that already had it.  He put in a manual order and pushed it through but when he was on the phone tryng to get it to happen he was hearing the same thing I did....no service available.  So I was supposed to hear something in two days.  NOPE.  This was two Weekends ago.  I went back up there....waited in line the 45 minutes it took to see him to hear "no one called you?" 

 

What do I have to do to get service.  It is obviously there.  How do I get this escalated and done now?  I have to work from home next week and don't have wifi.  This has gone on for over a month.

 

PLEASE HELP!!!!

JefferMC

ACE - Expert

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31K Messages

8 years ago

Please click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team and ask them to create an Address Validation Case on your behalf. You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site, next to your name and avatar) in a business day or three.  However, an Address Validation Case can take 1 to 3 weeks to completely resolve.   

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your complete physical address and include those of two or three adjacent U-verse users, Also include the best time and way to reach you.  

 

It is possible that the way the wires run, you're too far away.  Or it may be that too many people in your area have U-verse and there's not a free port for you to connect to.  But the Address Valdiation should be able to tell you the final answer.

 

my thoughts

Employee

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20K Messages

8 years ago

Most of addresses you listed are even, opposite side of street with a different wiring path.

 

The one odd address is 111, where is 103, 105, 107? Your side of street?

As the path to provide service on the odd side may be beyond the distance limited factors.

 

The address validation (normally two weeks) will at least say yes or no if within service distance, it does not state whether service is available (open port).

 

Closed ports generally allow you to order service (address turned green), but once order and appointment scheduled receive a notice one to two days before install date of a facilities issue with no known due date (waiting for someone to cancel). This is especially true if your distance is over 3000 feet for IPTV service as would need two ports on the same card.

 

Ask 111 address what service they have and if bonded (2 lines used). If they have the 589 RG with both broadband 1/2 lights on but best internet speed is 18 Max Plus with only 3 HD/1SD then bonded install.

Tutor

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4 Messages

8 years ago

My address(109) is the first house on my side of the street which is 4 lots down from the corner.  We chose this lot because of its size....but I digress.   111 (my next door neighbor is the next clsest house to me on my side but many others on my side have the service as well.

Tutor

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4 Messages

8 years ago

Here is a picture form google maps.....It isn't very up to date.  My house is highlighted yellow.  The blue circle is another house(now built) that is scheduled to get service.

 

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

 

Why does it take two weeks for address validation?  I am guessing it is more complicated than someone coming out and saying "yes you can get it or no you can't"  Sorry for venting.....I am just frustrated and wondering why validation didn't happen two weeks ago.

JefferMC

ACE - Expert

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31K Messages

8 years ago

Your pictures don't show how the wires run.  The houses on the corner may come from one direction, the blue circled house may come down the street from the other end and a whole different VRAD.  Could, or it could be there's a database error on your home and you should get service.

Do you know if your neighbors have fiber or copper running to their home?

 

 

Tutor

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4 Messages

8 years ago

I don't know and neither do they.  Non one else had this problem getting Uverse installed.  This just seems like I should be able to meet with someone for an afternoon and get this thing figured out and schedule an install date. 

Community Support

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6.7K Messages

8 years ago

 

Hi Radiata109,

 

I'm sorry you are having trouble qualifying for U-verse service. We received your private message and are researching the details you provided. Please check your messages for further updates.

 

 

SadathCS
ATTU-verseCare

Mentor

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51 Messages

8 years ago

I moved into an apartment next to the one I was living in and when I attempted to move my U-Verse it said it was unavailable, turned out that the problem was the previous tennet left with an overdue/unpaid U-Verse account and the address/apartment was listed as blocked/unavailable, after speaking to a higher tier Rep they solved the problem in minutes.

90% of the people living in this complex are on U-verse, the others are on Comcast (and I hear the complaints from them about internet connection too).

mrwheels

Tutor

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7 Messages

8 years ago

Radiate,

 

What you're not hearing is the "ports" may not be available.  U-Verse uses fiber optic cables to a street box in your neighborhood, where plug-in cards interface from the high speed fiber to the pre-existing copper wires that are in the existing phone cables, either on poles, overhead, or underground, in ducts.

 

The copper wire from your house needs to be connected to an open, available spot in that streetbox, which translates the signals to fiber optic cables.  If there's no open, available spot for the connection, you cannot get U-Verse because without that physical port, there's no place to connect your copper wires.  Until U-Verse adds more "spots" or "ports" to the street box, or until someone with existing U-Verse service disconnects their service, you're stuck.

 

Do you understand now?

Contributor

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1 Message

8 years ago

I'm having the similar problem just difference is that I have 12mbps but 2 weeks ago when I ordered the 18mbps was available but know it's not. How many ports do I need for 18mbps and could it be that there's ports open but not enough since there probably not taking to account the ones I'm using?

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