I have been trying to get AT&T Fiber for three weeks now. I created a ticket to have my address validated. They were claiming that I did not provide an apt # for my address, but there was no number to provide. I live in a townhouse, not an apartment. I have called multiple times and my original ticket was escalated and I provided full description of the house, the community name, etc to not have any confusion this time. I also provided my next door neighbor's address since on the tool it shows that Fiber is available for his house.
I was told that an engineer was going to be sent to my house the next day and no one showed up. They also never called to follow up.
What is this? Is this how AT&T treats new customers? Do you guys even want to remain in business? If having an address validated is such a pain I don't even want to imagine what I could be put through in the future.
3 years ago
They finally fixed my address.
Steps to get address validated (Like a normal human):
1. Go to https://www.att.com/availability/ and verify your address shows up as "Internet not available in your area" or something similar.
2. Call customer service and say that you need to validate your address. Provide the address of the closest neighbor that has internet in your area (validate it with the tool provided in Step 1). Write down the ticket # for your request.
3. Expect to wait 2-3 weeks for them to validate your address but call weekly or every couple of days to follow up. I noticed a lot of times my ticket was placed on hold, no action was taken, etc.
Steps to get address validated (Like a superhuman):
1. Do step 1 and 2.
2. Contact the property manager, and tell them to reach out to AT&T. They have a business relationship and can get this rushed.
3. If step 2 doesn't work or the property manager is clueless you can still fall back on step 1.
3 years ago
engineers dont go out to validate, validation is done from a computer using cable records, surrounding established services.
1 year ago
It’s 2022 and this is the exact same problem we are dealing with now. We had two different technicians come out and told us that fiber is in the building but we need sales to make an account for fiber in order for them to snake it to our unit. Again, since this is new construction sales won’t do anything until the address is validated and AT&T will leave you on read. LITERALLY I’ve been left on read from the local sales rep in Chicago. This is a nightmare and since we are completely helpless as customers without options then ATT could care less about our experience.