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CleOh911
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New Member

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5 Messages

Wednesday, October 26th, 2022 8:31 AM

Fiber Available Everywhere But My Address

Fiber is available to all of my next door neighbors. All of my neighbors that are on the street adjacent to my house. All of my neighbors on the street behind my house. It is still showing NOT available at my address. The fiber internet rep lives 4 houses down from me and said that he doesn’t even know why it shows unavailable at my house because I should have it. I’m already a U-Verse customer and when I contacted customer service (which is the worst) they have all said the same thing, that it is not available in my area. I’ve contacted them over 5 times about this issue and they all have the same response. It has been since August when I received the notice saying fiber was available to me and they even had a fiber upgrade gathering 2 houses down from me to upgrade everyone that wanted it. I have filled out the address review form already. I am about to give up and switch to another company.  Can anyone actually help me with this issue??

my thoughts

Employee

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19.9K Messages

3 months ago

When you call they are looking at the same database that you see when checking your address.

The address validation is the next step, did you receive a ticket number when creating the request? The response to the request may take 30 days or more, how long ago was the requested submitted? You check status using the ticket number provided when request was created.

CleOh911

New Member

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5 Messages

3 months ago

Thank you for your reply. I don’t remember getting a ticket number after I submitted the address request. I will try it again and see if one shows up. 

CleOh911

New Member

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5 Messages

3 months ago

@my thoughts I did not receive a ticket number after submitting the address validation request. When I spoke with customer service on the phone and requested it, they gave me a ticket number for it (once in august and the second one on 10/03). I’ve called back 4 times after getting the ticket number from them and nobody can give me a status update.  

New Member

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5 Messages

3 months ago

I am in the same boat as you .. no answers for me either neighbors have fiber all of my road has fiber but me !!! Have called and still no answers!!! Me too fed up 

ATTHelp

Community Support

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207.4K Messages

3 months ago

We're here to assist with your internet availability inquiry, @Ghudson!

 

To better assist you, let's move this conversation into a direct message. This way we can reference our internal system to see what is available for you. Be on the lookout for a chat notification in the upper right-hand portion of the page.

 

In the meantime, please gather the following as it will be needed:

  • Address
  • Full name

We look forward to speaking with you!


CalebP, AT&T Community Specialist 

browndk26

ACE - Professor

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4.9K Messages

3 months ago

@CleOh911 , have you put your address and your two next door neighbors in the availability site? 

https://www.att.com/shop/unified/availability.html

What are the results? How far apart are the houses? Aerial or underground utilities? Is att fiber infrastructure present near your home? 

New Member

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5 Messages

3 months ago

I have put neighbors in and called. Yes att fiber is available for neighbor 10 feet away pole for fiber is in my yard . Everytime i call and talk with someone they state i am only available for copper wires 😡 but yet neighbor and neighborhood have fiber ???? 😡🤬😡🤬

browndk26

ACE - Professor

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4.9K Messages

3 months ago

@Ghudson I am replying to the original poster @CleOh911   

You have another thread open about your address. 

CleOh911

New Member

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5 Messages

3 months ago

@browndk26 My neighbors house is less than 10 feet from my house. The pole with the equipment is on my property. It is all aerial lines. I checked the availability with all the addresses on my street, all the addresses on the cross street, and all the addresses on the street behind mine (I had some time to kill at work). All of them have the upgraded fiber available to them except my address. The AT&T Fiber rep that lives a couple doors down from said it should be at my address. 

browndk26

ACE - Professor

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4.9K Messages

3 months ago

I’ve never heard of a fiber rep. If that person is an att employee, have you asked them for assistance getting your address corrected to get fiber? Just confirming the neighbors on your immediate left and right have fiber available? Not across the street. 

Fill out this form. 

https://www.att.com/shop/unified/availability/address-research-request.html


Then Try calling customer support, say cancel services. Confirm you are speaking to a loyalty rep. Ask if they can escalate the research request. Another option is schedule a tech visit. Ask the tech if they can start the process. 

There used to be a way to contact executive customer support but I don’t see that option anymore. Maybe @my thoughts @tonydi know how to do that now. 

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