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Notatmyhouse's profile

New Member

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2 Messages

Tue, Sep 20, 2022 9:28 PM

Have AT&T Fiber Internet Right next door and I can not get it.....

I am looking to get internet service in a house that we are building and will be ready to move in next month.  Our next-door neighbors (my parents), have AT&T fiber service (AT&T also confirmed that they have their fiber service) and AT&T says that we cannot get the service as "it is not offered in our area".  My wife and both work in IT and require Internet service or we cannot move into our house.  They are building other houses along our street too.  AT&T has not been real helpful other than to tell us that they don't provide service there. We had customer support open a "ticket" and they said they came back with "AT&T doesn't have service in the area and that is it".  Someone recommended going into the local AT&T store.  I did and they called their internal team to do a manual request and they said the same thing that there is "not AT&T fiber service in the area".   What do I need to do, so I can get service, so I can move in next month? 

dave006

Scholar

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3.3K Messages

3 months ago

@Notatmyhouse 

How old is your parent's home?

If the rest of the street that had no new homes or existing homes  was not included in the Initial rollout plan then there is likely no infrastructure to support your new home or others on the street.

AT&T can't just extend Fiber beyond a planned Fiber service area. Your new section may not have been planned as part of the Fiber Service area that covers your parents home.

Do you have Aerial Pole service or Buried utilities?

We need more information about your street"s physical layout. Is there a cross Street near your parent's home?

Dave

my thoughts

Employee

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19.7K Messages

3 months ago

What does next door mean? 50 ft, 250 feet, 500 feet?

size of lot? .25 acre, .5, .75, 1, 2, 3, 4, 5, +?

As the house is not build yet, likely not in the database of existing addresses.

Once completed can request an address validation case be opened, can take several weeks for reply, then if yes plan on more time before installation would take place.

If local cable is available recommend going that route IF or UNTIL ATT Fiber is an option.

Note if this is a development subdivision should speak to the developer about whom they contacted for ISPs.

Last may need to consider hotspot cellular or satellite ISP.

New Member

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2 Messages

3 months ago

Great additional questions.  Please see the response below. 

 

The parents’ house is 60+ years old and our house is less than 75 feet from theirs.  They got the fiber about 2 years or so ago.  The lot on the other side of the parents just had a house built on it in the last 6 months and they were able to get fiber.  That house is less than 50 feet from my parents.  There is no road between us.  It is not in planned development, but there is county ordinance that before starting the building process that you get the e911 addressing established for that address, so that is not the issue. We started building almost a year ago, so that address has been established for at least 11 months.  I have also called the e911 office to verify it.  They have also sent me a letter verifying the latest address. The owners of the other lots around us have not started building yet but they are planned to start in the next year.  We are the three houses are at the end of the road, we are the one on the right, the other two house on my the left are the ones that have fiber.  The county has changed the addresses multiple times over the last couple of years.  I have given all old addresses when I talked to the people on the phone with no luck.  I have asked to meet a Field Engineer down there to show them the situation and the in the customer service teams on the phone have said that the Field Engineer are not customer facing….

 

The lines were overhead and with the construction of the homes in the area in the last year or so, the utilities were put underground.  The nearest cross street is approximately a quarter mile and it has several homes on it that were built in the last couple of years.  They have fiber.  

 

Based on all the above additional information, I am still struggling with why I cannot get AT&T fiber and also why I cannot meet with a AT&T Field Engineer down at the new house to go through the situation.   

ATTHelp

Community Support

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204.1K Messages

3 months ago

We understand your need for the fastest possible Internet speed, Notatmyhouse!

 

Thank you, dave006 and my thoughts, for the helpful information!

 

As previously mentioned, there is a chance that your new home is too far away from where the Fiber equipment was installed. AT&T Internet is a distance-dependent service. If you're too far away from the equipment, certain services may not be available. This would explain why your parents' house has Fiber, but yours doesn't.

 

Following my thoughts's suggestion to wait for the house to be finished, then requesting an address validation is a good next step. If it's still not available, you can sign up for a notification if it becomes available in the future by visiting att.com/NotifyMe.

 

For more information, read our article that discusses why faster AT&T speeds may not be available.

 

If you have any other questions, we'll be here!

 

Thank you for visiting the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

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