5 Messages
Address Availablity always replaces my address with a similar address, preventing me from ordering
I'm trying to check if service is available near me, and each time I enter my address and choose the exact address from the search dropdown, it replaces the address with a different (but very similar address). I'm 99% sure that I have the availability (both houses on either side of me also have accounts), but this is preventing me from making an online order, since the address is always wrong. Is there somewhere I can submit a request to get this fixed?
Accepted Solution
Official Solution
jjdsky
5 Messages
2 months ago
To give anyone who runs across this thread having a similar issue a conclusion to this saga; I scheduled an install through AT&T customer support, since they were able to see for sure if there was availability, which there was. Tech came out, everything was installed, and there's wonderful fast internet now. Long story short, if you have the same issue as me, make sure that A. houses on either side of you have availability using the online tool, and B. make sure customer service verifies through their availability checker tool that you are indeed eligible for fiber, and if so, schedule the install through them.
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dave006
Scholar
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4.2K Messages
2 months ago
That search change indicates that your exact address is not listed in the Availability DB. Do you live a standard residential area with standard lot sizes? Or are you in a more suburban with lots widely spread out. Is this an existing address or relatively new as compared to your neighbors on either side.
Step 1. Please verify the addresses on both sides of your address actually qualify for Residential Fiber: https://www.att.com/availability
Step 2. Call customer service at 1-800-288-2020 and when you get to a rep say that you need to validate your address. Provide the street address of the closest neighbor that has internet in your area (validate it with the tool provided in Step 1). Write down the ticket # for your request.
Note: It may take up to 30 days for the Validation state.
Dave
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jjdsky
5 Messages
2 months ago
Both addresses on either side qualify for fiber, and the address is relatively new, so validation sounds like a good idea. Interestingly enough, when I asked a representative via chat, they said that fiber was available at that address. Do they use a different address search?
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dave006
Scholar
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4.2K Messages
2 months ago
Using Chat is useless for these more advanced issues. No there is only one Standard Address DB available for use. How new is your address? What it built after the addresses on either side of you? Examples would be a larger lot that was subdivided into multiple different addresses.
Have you received USPS mail at this address?
Dave
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jjdsky
5 Messages
2 months ago
The house was finished in late 2023, and was built roughly around the same time as the others next to it (one of them is newer and definitely came up as available for fiber, the other has an existing account). The lots were all predetermined at the beginning of the subdivision’s development, so there would not be any larger lot splits. I also did verify as well the address exists in the USPS database, although I haven’t switched any mail there yet since I haven’t moved there yet.
Another thing I noticed, out of curiosity I went to the business fiber portion of the website and checking the availability works just fine, says there is fiber at my address.
I’m going to call them tomorrow and verify the address over the phone as well.
(edited)
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jjdsky
5 Messages
2 months ago
Small update. I'm a software developer who works on websites daily and realized I could just check the service address validation API's response using Chrome dev tools. Sure enough, it's returning my address as valid for fiber (see the pic). Something on the address input from the front (website) end must be autocorrecting it to the other address. Makes sense why customer service is seeing my address as valid, they probably have direct access to the DB and don't have autocorrecting of the address.
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