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pmshop4's profile

Tutor

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5 Messages

Thursday, July 13th, 2023 1:04 PM

Fiber availability

Your door hangars say we can get fiber, Your web site says we can get fiber, Your app says we can get fiber, but when we try to sign up, all that is available is COPPER 50mbps. Even wen it tells us copper is all that is available, the banner on the same page says "Good news, Fiber is available at your address!". Extremely frustrating!!!

New Member

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12 Messages

5 months ago

Hello, I would contact sales (866.861.6075) and explain the situation to them. The rep should be able to create a ticket to refer your address to the engineering department for investigation. 

Tutor

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5 Messages

5 months ago

I have and their response was 3 to 6 more months. So why are they advertising availability?

New Member

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12 Messages

5 months ago

They shouldn't be advertising (especially a door hanger) if you can't receive the service. Have you spoken to any neighbors who have had AT&T fiber installed? The reps in the retail stores may be able to help you better. Just don't go to an "authorized retailer" store because they won't be able to help.

ACE - Expert

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33.5K Messages

5 months ago

Reps in retail stores have little to no interest in discussing your fiber situation.  

Community Support

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225K Messages

5 months ago

Hi @pmshop4, Let's get you more information about Fiber availability.

Here are some reasons why fiber may not be available in your area:

  1. Distance – AT&T Internet is a distance-dependent service. If you are too far away from the equipment, certain services may not be available. This means your neighbor may have service but your home cannot.  
  2. Equipment is not available – To get service, AT&T Internet equipment has to be in the area. In some instances, it isn't. We do not have information if or when it will be.
  3. The area is not built for U-verse – some areas are not U-verse ready. The Community team does not have information if or when it will be. Distance and equipment can play a key in instances like this.
  4. Another competitor services there area - This happens from time to time but it does not mean all services are not available to you. Check out other internet options below!

Note: In order to get higher speeds, you must be within a certain distance of the serving equipment or the equipment must be present in the area. Points 1 and 2 apply in these scenarios. If internet is not available, there are other options.

If you believe it should be available in your area, but it doesn't show up when you try to order service, you can fill out an address research request. Just fill out the form, and we'll look into it and get back to you! 

We recommend signing up for fiber notifications. When fiber is available in your area, we'll let you know!

Feel free to reach back out with any questions or concerns. Thank you for contacting AT&T Community Forums.

Johan, AT&T Community Specialist

Tutor

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5 Messages

5 months ago

Johan, They installed fiber in the neighborhood last October. The service box is at my curb.

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