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gorlilla's profile

New Member

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6 Messages

Tuesday, August 2nd, 2022 4:24 AM

Address Validation

Fiber is available out of my terminal (with active customers) however database still shows only adsl for my address. Need assistance getting this corrected.

Accepted Solution

New Member

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6 Messages

1 year ago

So i followed the steps given here and filled out the form. 

I then waited 26 days without any communication from AT&T and the DB error persisted. 

I am a former tech, i do have contacts, i do not think that something so simple should require me asking a favor of a former colleague in order to get it fixed... but it appears to be the only efficient way of handling this. 

Two text messages and 18 hours later the database was corrected. 

The customer-facing back-office is a joke. 

(edited)

Official Solution

Community Support

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221K Messages

1 year ago

We're happy to help figure out what's happening with the Fiber availability at your address, @gorlilla.

We suggest filling out an address research request form online. Once you've done that, someone will reach out to you regarding service availability. 

Let us know if this helps! If not, we have one additional step we can take. 

Lacey, AT&T Community Specialist

ACE - Expert

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33.1K Messages

1 year ago

When you fill out the form suggested by ATTHelp/Lacey, be sure to include the addresses of neighbors who have the service as well as your own address.  It'll help them locate you and the infrastructure that should serve you.

If you end up at a AT&T Bundle marketing page instead of a research request page, click the above link again.  Keep trying a few times if it keeps redirecting.

New Member

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6 Messages

1 year ago

Ty for feedback. I'm a former prem tech from when att fiber first rolled out... so I know what needs to happen, just didn't know how to do it after I got the promotion to customer.

Form completed along with svc address, known in svc addresse in same FST and FST terminal address from LFACS.

Ty for the link!

New Member

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6 Messages

1 year ago

How long should i expect for update/response. Its been a week and nothing but silence and DB still show only ADSL....

Community Support

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221K Messages

1 year ago

Hey there, gorlilla.

 

When it comes to these types of requests, they can take anywhere from two to three weeks to be completed. This is because we need to physically send someone to investigate whenever a request is placed. They also must check the terminals, equipment, and distances when factoring in your request.

 

Thank you for your patience. Let us know if you have any further questions.

 

Donovan, AT&T Community Specialist

New Member

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6 Messages

1 year ago

See my earlier comment.. I am a former prem tech and quite frequently put addresses throufh FACT updates to get the address green.. There is valid service next door and open ports on tue FST that i guarantee exists in the drawings.... Meaning that this one is solveable by a desk engineer without a need for "a field engineer dispatching... (they won't in the end). There is a dedicated process in mlearning for this exact situatiom.. Peharps you should ask your steward to update you on your training opportunities. 

ACE - Professor

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5.3K Messages

1 year ago

Regardless of how the address is confirmed, expect at least 3 weeks to be completed. From what I’ve read here and elsewhere, this is a low priority request. So it may take longer. 

New Member

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6 Messages

1 year ago

Thats great.. My local CWA president and the current FCC will love hearing examples of feet dragging.

Im formally requesting that you escalate this issue to the office of the president.. If not, I'll raise the issue myself while including this transcript. 

ACE - Professor

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5.3K Messages

1 year ago

You do realize this is user forum? Not an att support forum. As a former tech you should be able to find out how to escalate this to the office of the president. I’m surprised you haven’t used your former position to get this done by calling a former coworker. 

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