Get the new iPhone 15, iPhone 15 Plus, iPhone 15 Pro & iPhone 15 Pro Max from AT&T Now!
Get superfast AT&T Fiber internet
L

New Member

 • 

7 Messages

Tuesday, August 11th, 2020 9:14 PM

Closed

Lied to About Fiber Connection Availability

I have chatted with multiple people over the past several days about the possibility of extending Fiber connection to my home. It's not currently available at my address, but is available at a home 700 feet from mine. I can see it from my front yard. I contacted Friday, Saturday, and Monday and was assured all 3 times that the fiber lines could be extended within 2-3 weeks. I reread the chat logs and I did not misunderstand- I had one of them confirm that there was no "maybe" involved, and that Fiber service would for sure be available at my address within 2-3 weeks. I was told that I would receive a follow-up call by 1:00 PM CST today (Tuesday) to discuss. Well, that time came and went with no phone call.  Started a new chat today, was told that Fiber wasn't available. Well, yes, I know that, but it will be in 2-3 weeks, right? Escalated, and escalated again... NOPE! No ETA available for Fiber to your location ( even thought it's SEVEN HUNDRED FEET from me), sorry there's nothing more I can help you with.  ARE YOU KIDDING ME?! I have it all in writing. Are they at all bound to what they assured me in writing?! I was COMPLETELY lied to.  I've been an AT&T customer for over 10 years and this is the first time I've been completely misled and I am angry. My contract is up in December, but I will likely be leaving before then because we need the faster internet speeds. I was so excited at the prospect of getting Fiber when I was assured it could be done, and now to have the rug pulled out from under me is even more infuriating than when I just thought it wasn't available.  Can anyone recommend someone I can speak to about this? I was even told to fill out a form to request the Fiber service, and told someone would contact me within 24 hours. SHOCKER- didn't happen. I am just beyond livid at this point. How do I get someone to extend the Fiber connection? It's SO CLOSE to me!! They offer all these specials for new customers, but existing, loyal customers get nothing but lies.

Scholar

 • 

3.7K Messages

3 years ago

"How do I get someone to extend the Fiber connection? It's SO CLOSE to me!! They offer all these specials for new customers, but existing, loyal customers get nothing but lies."

You can't it is not a simple matter to just extend fiber to your address. It could be 7 ft or 7 miles. Each installation of Fiber is done in terms of a design with what is know as a light budget & maximum number of connections. Often by neighborhood or blocks / street boundaries. 

 

The engineering team will plan for maximum of connections within a specific area, and the physical distance to the end point. Yes even with Fiber distance matters. So if you are past the distance boundary or the number of planned connections have been reached, nobody can just add a 700 ft cable to provide you access. 

 

You may not want to hear this but your best option is to move to an area that already qualify's for AT&T Fiber service.

 

Dave

New Member

 • 

7 Messages

3 years ago

I can understand that. My biggest issue is that multiple chat agents flat out lied about the availability and told me that the service would be extended in 2-3 weeks. I have it in writing through chat, multiple times. Certainly they should need to honor that? If it's not available, don't tell people it's available. As for moving to another home where fiber is available, at this point I don't think I'd stay with AT&T in a move. I'm so angry at the way this was handled, I'll likely be switching to Comcast for higher internet speeds.

Scholar

 • 

3.7K Messages

3 years ago

I have it in writing through chat, multiple times. Certainly they should need to honor that? If it's not available, don't tell people it's available.

Simply no way to honor something that is not available at your address.

 

I am just not sure why you would expect a "Chat" rep to know the future offering in your area. Yes it sounds like you got some bad information from 1 or more reps. Just a reminder that a "Chat" session is not a legally binding agreement. Also the form you filled out about address validation for Fiber can't be handled in 24 hours or less. It used to take about 2 weeks before the pandemic so I would not expect any update before 4-6 weeks.

 

Enjoy your switch to Comcast for slower speeds at a higher price if it is even available at your "future" address. Comcast offers 1 Gbps down / 35 Mbps up for about $119 per month in my area. Oh and this speed is not available at my house even though it is available on the next street over.

 

Dave

Scholar

 • 

3.7K Messages

3 years ago

I fully understand your frustration. For now I would suggest you go with Comcast for faster internet and cable TV. Does Comcast offer 1 Gbps to your address?

 

If and or when AT&T has service available to your location then you can make a decision to stay with Comcast or switch to AT&T they offer a better speed/price.

 

Dave

Community Support

 • 

221.2K Messages

3 years ago

Hey @lw6786,

 

We are here to help with your Internet connection. Are you using Wi-Fi or directly connected?

 

Try a speed test using our system.

  • This will give a truer speed test on what your are getting. 
  • Speeds can only be true by using a device via Ethernet cable. Wi-Fi speeds will vary on the signal interference and device capabilities.

Diagnose and manage your Internet with our Smart Home Manager.

  • This application can check for signal interface, diagnose and help resolve most trouble.
  • Change passwords and manage network devices.

Here is how to optimize your Internet speed.

  • This link will show you common ways to resolve Internet trouble with home connectivity.

Also confirm that no peer-to-peer (P2P) services being run. This can severely slow down your networks speed.

 

Let us know if this helps.

 

 

Max, AT&T Community Specialist

New Member

 • 

7 Messages

3 years ago

LOL, welcome to my ship....

 

New Member

 • 

7 Messages

3 years ago

LOL, welcome to my world...

 

New Member

 • 

7 Messages

3 years ago

@my thoughts I was told by a technician that AT&T U-verse couldn’t work with another ISP. 

Community Support

 • 

221.2K Messages

3 years ago

Hello, @lw6786.
 

 

Thank you for providing your account information. 

 


I will be calling you promptly to discuss the issue. You can also reach me between 11:00 a.m. - 8:00 p.m. CST Tuesday through Saturday at [1-800-207-1233] extension [65575]. 

 


Marc, AT&T Community Specialist 

Community Support

 • 

221.2K Messages

3 years ago

Hey there. 

 

I just tried to reach you. I left a voicemail with my contact info, but just in case, here it is again: you can reach me 11AM to 8PM CST Tuesday through Saturday at 1(800)207-1233 extension 65575. 

 

Marc, AT&T Community Specialist 

Not finding what you're looking for?