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bsalmoo's profile

New Member

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3 Messages

Friday, March 24th, 2023 10:58 PM

Fiber not available where I live. Yet it is.

The ATT tech guys were in front of my house connecting fiber to a home in a neighborhood behind us.  There is an access box between me and my neighbor.  They dug their cord trench and went right by my home and to a home behind me.  I went on my PC to check if fiber was available in my neighborhood and of course got the usual "unavailable" message from the ATT site.  I have called and chatted with customer support previously and been told the same thing. 

I asked the techs and they laughed, telling me there was a box right in my yard, of course I could get it.  They said just call customer support and we will be right back out here in a few days.  I am at a loss.  We do not live in an exclusive xfinity neighborhood.  Why can't I find anyone at ATT to sell me their service?

Community Support

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232.3K Messages

1 year ago

We'd be glad to assist you with your request for AT&T Internet, bsalmoo!

 

We can check our system to see if your address is serviceable, and if not, we can submit an escalation request to have our Engineering team take a closer look.

 

We'll send you a Direct Message to gather your information and get started. Look for the chat icon in the upper right corner of the page.

 

Aminah, AT&T Community Specialist

Former Employee

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22.4K Messages

1 year ago

If check other addresses on the street behind do they show fiber availability?

Do the same with the addresses to the left and right of you, fiber availability?

Are you in the same neighborhood as the home behind you or are you a main road with subdivision behind you. If this is the case the fiber may only be for homes part of that subdivision. 

New Member

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3 Messages

1 year ago

That is the exact situation, neighboring development has access to ATT Fiber.  So ATT came into our brand new development completed in 2022, installed fiber and nobody in the neighborhood can sign up?  

(edited)

New Member

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3 Messages

1 year ago

When our neighborhood was built, the developer neglected to inform ATT and Xfinity it existed.  So it was built and then afterwards ATT was finally informed and they came (as did Xfinity) through and laid their cable/fiber.  I think this is simply a disconnect in the ATT database regarding our specific neighborhood.  Of course everyone keeps directing me to the same tool which contains what I suspect is spotty data, so I have no chance of getting a different result.  The tech on Friday literally dug a wire trench in between me and my neighbor.  Went right by my connection.  Again, we are not Xfinity exclusive according to the City of Oakland.  Hopefully someone with more insight at ATT can come along and provide actual help rather than just state the obvious.  

New Member

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2 Messages

1 year ago

It sounds frustrating that the AT&T website is not providing you accurate information about fiber availability in your neighborhood. It's great that you were able to talk to the tech guys and they confirmed that there is a box right in your yard. I would recommend giving AT&T customer support another call and explaining your situation. It's possible that they may need to update their records or do some additional work to connect you to the fiber line. Don't give up, and keep advocating for yourself. Good luck!

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