New Member
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3 Messages
Tech says Fiber is available but Customer Service says no
A few years back AT&T installed fiber in my neighborhood, in fact they damaged my irrigation system as they buried the line in my side yard.. My problem is that when I contact AT&T customer service to upgrade to fiber, I am told it is not available at my address. Neighbors on both sides of me have access to AT&T Fiber. I have had two separate AT&T technicians to repair other issues with my AT&T service and both have told me yes it is available as the service box is actually in my side yard. However when they look in the computer it says it is not available. Both AT&T Techs said they don't know how to change the computer. The last tech (2 weeks ago) called his supervisor and his response was to report it to AT&T Engineering.
How can I get AT&T engineering to fix the geo location of my address in the AT&T computer to correctly identify availability of Fiber. Every time I contact customer service or tech service via the phone they simply type my address into their computer and come back on the line and say it is not available in my area. There has to be someone who will go deeper than just looking at a screen to fix this problem. Thanks for any help you can provide on how to resolve...
Accepted Solution
Official Solution
my thoughts
Former Employee
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22.5K Messages
2 years ago
Need to request an Address Validation provide your address, address of neighbors and the terminal address in your yard.
Should be given a case number, expect response on 3 to 6 weeks
You are on the same street name as neighbors, not around the corner on a different street?
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SeekingGoodCustService
New Member
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3 Messages
2 years ago
Correct, I am on the same street. Actually it is a dead end street and I am the first house on the street, all neighbors are after my house.
How do I request address validation?
Appreciate the assistance
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ATTHelp
Community Support
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232.9K Messages
2 years ago
We can help you with an address validation, SeekingGoodCustService.
Let's meet in a Direct Message on this. Check your Direct Message Inbox, which is in the top right corner of the Forums.
Aminah, AT&T Community Specialist
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dave006
Scholar
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4.2K Messages
2 years ago
You can fill out this form and list the service address on either side of your house as having Fiber either available or active AT&T Fiber service.
https://www.att.com/shop/unified/availability/address-research-request.html
However it would be quicker if you answer the Direct Message (DM) from @ATTHelp. Click on the little message icon between the att.com link and the "Bell" link on the to navigation of this web page.
Dave
Dave
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SeekingGoodCustService
New Member
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3 Messages
2 years ago
As a follow up. Finally "Great Customer Service from AT&T. After several months and multiple calls to AT&T Customer Service with no effort to actually look into my issue, one post on the AT&T Community Forum with a follow up from "Aminah, AT&T Community Specialist" the error in the computer system has been corrected.
I have been successful in ordering Fiber service at my address. Thank you "Aminah"!! You demonstrated an actual willingness to listen and to help resolve the issue and not simply read a scripted answer. What an example of outstanding customer service!
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getoffmydamnedlawn
New Member
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2 Messages
2 years ago
I'm another fiber "monkey in the middle" - Akron OH area - the next door neighbors 75 feet north and 75 feet south of my home, according to the AT&T "check availability" website, show that each of their addresses can order fiber internet. I put my address in and no soap - my address isn't on "the list."
I've put in an "address research request" but if possible would like to address this issue in less than the 3-6 week time frame I've been advised by folks in other online forums.
I've been jonesin' to ditch my cable internet and switch to fiber for the last three years. Any help from someone on AT&T's end to move things along would be greatly appreciated.
Thanks in advance...
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jjjjhopk
New Member
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1 Message
1 year ago
You need to update your Fiber maps!!!
Sales sees that my address has Fiber, however Techs (2 separate times) keep telling them no we do not!!!
So, yesterday, my copper line gets disconnected to install fiber. Tech 2 comes out and says, can't do it.
Now AT&T (after a TWO HOUR PHONE CALL AND SEVERAL REPS), tells that they cannot reconnect my Copper line. AT&T is doing away with Copper and IF Fiber is available at your address, they will not connect to copper. So, guess what, ATT cannot offer me ANY internet service until the Engineers or whoever has the ability to correct their mapping system...
How can a Company this large not have the ability to make these changes boggles my mind. Are they that big that they are actually not in control???
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my thoughts
Former Employee
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22.5K Messages
1 year ago
There are several steps required to provide fiber… near the end is placement of fiber terminals and fiber splicing at the PFP.
Have seen neighborhoods get turned green for ordering when actual work will not be done for 1 to 4 weeks. Ordering on hold till facility issues resolved.
Tech was dispatched to install your fiber?
If a tech release was performed turning off copper service but fiber is not ready, there is no roll back to previous service.
If referring to damaged outside line, not scheduled install the tech should have been able to create a referral repair for outside tech.
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