My neighbor has U-verse, but it is not available to me?

Contributor

My neighbor has U-verse, but it is not available to me?

My neighbor who's back yard connects to mine has U-verse and is very happy with the service. However when i called customer serverice, they stated that the service is not availble to me. I live in an urban envornment, so less than 70 feet are between houses, and i know the hub is located at the end of my street. I find this very frustraing and am curious if/when the service will be expanded? Cleveland, OH 44110

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Message 1 of 12
ACE - Expert

Re: My neighbor has U-verse, but it is not available to me?

Because of how the wires are run, sometimes your next door neighbor can get service and you can't because your wires come from the other direction.  Also, VRADs have limited capacity and if a lot of your neighbors have service, they may not have available port for you.

 

I would suggest that you 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 open an Address Validation Case for you. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

Speed things up by including your Billing Account Number, and the best time and way to reach you.  Also include your physical street address as well as the physical address of your nearest neighbor who you know does have U-verse service.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 12
Community Support

Re: My neighbor has U-verse, but it is not available to me?

Hello RyanSza,

 

My name is Morgan, I'm one of the U-verse Community Specialists. I apologize for the inconvenience but I'll be glad to help you with this concern. As JefferMC stated, I am going to have to open and Address Validation Case to find out the details on if/how you can get U-verse service. I'm going to send you a private message that will land in your inbox and we will move forward from there. Thank you! Smiley Happy

 

- MorganCS

- ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 3 of 12
Teacher

Re: My neighbor has U-verse, but it is not available to me?

I myself have the EXCACT same problem. Its driving me nuts except my entire sournding neghborhood is uverse ready. my street is the ONLY streen in the neghborhood that dose not have service. How is that possible and why is it so difficult to have a crew come out and put in a mod ad the end of my street or run an a line from a nearby mod? I had Uverse at my old place and ABSOLUTLY LOVE the service. I am prying that they can fix this problem soon.. for you also.. Good luck!

Message 4 of 12
Tutor

Re: My neighbor has U-verse, but it is not available to me?

It is very frustrating.  I live in a townhouse and both of my neighbors have u-verse but ATT says it is not available to my address.  My townhouse is in the middle of these neighbors, we share the same walls!!!!  So how is it that they can get it, but I can not?

Message 5 of 12
ACE - Expert

Re: My neighbor has U-verse, but it is not available to me?

I would suggest you look at the contents of my post just a few above yours:

 

http://forums.att.com/t5/U-verse-General-Care-and-Support/My-neighbor-has-U-verse-but-it-is-not-avai...

 

which describes some possible legitimate reasons. However, a common reason is just that their database is wrong.  Please follow the steps in that post to contact someone who can look into this for you.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 6 of 12
Tutor

Re: My neighbor has U-verse, but it is not available to me?

I know it is just their database.  Especially since we are all in the same building, so the wiring is not an issue.  I have already contacted their support and they have opened a ticket to research why their website says I cannot have it.    I had this issue researched earlier this year and received an email that it was available for my address.  However, they must have made changes in their database since then, because when I tried to order it, I could not.

Message 7 of 12
ACE - Expert

Re: My neighbor has U-verse, but it is not available to me?


afigment wrote:

I know it is just their database.  Especially since we are all in the same building, so the wiring is not an issue.  I have already contacted their support and they have opened a ticket to research why their website says I cannot have it.    I had this issue researched earlier this year and received an email that it was available for my address.  However, they must have made changes in their database since then, because when I tried to order it, I could not.


The VRAD has a limited number of card slots, and those cards have a limited number of ports. Because of other customer, and/or ports that have gone bad, there may simply not be a port available for you.  This is normally described as a 'facility issue.'

 

I'm not sure which of these apply to you, which is why I suggest anyone having such an issue PM the U-verse escalation team.

 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 12
Highlighted
Expert

Re: My neighbor has U-verse, but it is not available to me?

Click on the link in my sig for AT&T Customer Care, they are an escalation team that is higher than regular Customer Service.  They can help you get this resolved.  Send them a PM with you info and this issue and they wi8ll be n touch with you.  Watch the little blue envelope at the top of the forum page for message notification.  As they will reply to you via PM as well.

Message 9 of 12
Contributor

Re: My neighbor has U-verse, but it is not available to me?

Got an email saying I could get service. Signed up that day. Had my apt set up for a week from then. even called during the week to see if i could get my apt moved up. that sunday evening i get a call saying my apt is cancelled because i cant recieve service! what happed in a week? message being sent out now cs now! If i wasnt able to get service why send an email when i set an alert over a year ago to alert me when its in my area. 

Message 10 of 12
Contributor

Re: My neighbor has U-verse, but it is not available to me?

This JUST happened to me also! I set up service 2 weeks ago, got 4 calls last week confirming and a text message Saturday. Yesterday at 4 I was contacted again and said can no longer get service. I even received all teh paperwork. My neighbor to the left, right and scross the street have the service. I contacted ATT customer care and tehy said they will be in contact with me. Try that. I am so dissapointed and frustrated.

 

Message 11 of 12
Employee

Re: My neighbor has U-verse, but it is not available to me?

If your appointment is canceled before install time frame, there is a "facilities issue"

your address is green, can receive service, the system allows the order to be place, during handling process engineering group determines there is no way to provide service.

possible issue(s)

1) no port available similiar to going into store to buy product, take a number, units are in stock when walk in, but those ahead of you deplete available product, when your number is reached no product. either hope someone returns (cancels) or wait for next shipment (upgrade to add ports).

2) port available, but no transport path (free pair to carry from crossbox to address)

3) free pair available, no connection at terminal available. (rare but have seen, especially in multi dwelling units)

 

result order cancelled till conditions change.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 12 of 12
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