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New Member

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3 Messages

Monday, January 30th, 2023 9:42 PM

Change address after install -- requires speed downgrade?

Hi folks,

I recently moved into a new construction home with a brand new address. The original lot (+address) was split into two, and given two new addresses. When I tried to get AT&T Fiber set up, the new address only showed a 768kbps connection, while the old one showed 1Gig Fiber. The AT&T rep recommended that we get our connection set up using the old address, and then get the address changed by contacting a rep. So we did exactly that, and our connection has been up and running for a couple of months now.

The address change is proving to be difficult though. Whenever I talk to any rep, they tell me that they can change the address to the new one, but that they'll have to downgrade me to a 768kbps connection, even though I already have a 1gig fiber connection working! They always tell me that I'll have to return the equipment, and that they'll send some other equipment, and that "in a matter of weeks" I can get the 1gig back (but there's never any commitment of when exactly the 1gig will come back). This seems highly risky to me, and I'd rather AT&T first enable 1-gig for that address and then submit the address change. How do I get this to happen?

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Official Solution

Former Employee

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22.2K Messages

1 year ago

Address valadation case to be opened with case number, expect several weeks for a yes or no valid response. Ideally need address validation for both “new” addresses … if input the address for the split lot, can any service be ordered?

Your account, if I understand correctly, is to an address that no longer exists.

sales, both phone rep and in home expert are not going to say no…. However the installer should have. Techs should not be installing working service at incorrect address, just creates problems.

If your address does get validated, then back to needing to create a MOVE ORDER, need to move the service to the correct address… not change the address. 

Former Employee

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22.2K Messages

1 year ago

To change address requires a move order… cancelling service at existing location (next door address?) then schedule an installation at the new address.

My concerns are two fold… when fiber was planned for the lot was not split, therefore only the planned address would have fiber as no additional ports would be available to be assigned.

The other concern is if someone moves into and orders ATT fiber service where there address clearly show’s availability… ATT could provide the fiber service for them by giving them the connection assigned for their address meaning removing your service as not assigned to you.

Or change addresses and move into the other lot…

Just my thoughts….

edit… in essence you should have never been installed, the tech should have returned the job to incorrect address on order. 

(edited)

New Member

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3 Messages

1 year ago

Thanks for your thoughts. Just one clarification -- the "old address" doesn't exist any more, it has been replaced by two entirely new addresses. But beyond that it seems like you're saying that they should never have given us a connection in the first place. I'm not sure why I was being led down this path of "set it up then change address" by at least two AT&T people -- 1) on the phone when I was trying to set up the initial connection, and 2) in person, when the tech came for installation, an "integrated solutions consultant / in-home expert" came with him who told me to do exactly the same thing. But then actually trying to do it seems to lead to a dead-end.

What would it take to get AT&T to update their databases on what addresses exist, and to assign the connection meant for the old lot to our new address?

New Member

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3 Messages

1 year ago

Thank you for the information! I'll open an address validation case and see how that goes.

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