3 Messages
AT&T Database tells me my home does not exist.
We recently purchased a vacation home that has an apartment above it; so the home is 2 addresses. (xxxx S Delaware; and XXXX #A S. Delaware).
The apartment #A has AT&T fiber. I called to have fiber installed in the lower address and the representative told me that the address already has fiber (the lower never had fiber, it was serviced by the cable provider).
When I explained there are two addresses there, the CSR told me "no there isn't, there is only one". I politely explained there are two addresses, and one does not exist in your database. The address for which you have is the #A apartment above us. She then said I was wrong, and said a supervisor would have to call me. 3 days later and no one has called.
We are trying to use your service, and I highly doubt I spent 7 figures on a home that doesn't exist. The CSR could barely speak English, was incredibly rude and it was obvious she just wanted to say anything to get me off the phone. WHO CAN I TALK TO, preferably someone who speaks English, that can simply rectify the fact that your database is incorrect. The house is there, you can walk up to it and see it. After 20 years with AT&T, this is pathetic customer service.
dave006
Scholar
•
4.2K Messages
9 months ago
AT&T uses the Standard Address Database as generated by the United States Post Office. Does your add-on apartment have proper registration with the City, County, planning office. And does it have a Certificate of Occupancy (CO). The County must assign 2 unique addresses on the property to get the ball properly rolling.
AT&T does not manage this process. AT&T only provides service to each individual Service address as Identified by the USPS. I think you should begin with your local building code planning office and then move the USPS.
Note: Do you have 2 mailboxes showing different addresses?
Dave
0
0
Caymanscott
Participant
•
3 Messages
9 months ago
Yes, both addresses are in SAD, have certificates of occupancy and even show up when I go into AT&Ts check availability database which also uses SAD.
So there is some disconnect between that data source and the scheduling system. Which was resolved by the agent hanging up on me and then never receiving the promised call back from “tech service”.
0
0
browndk26
ACE - Professor
•
5.9K Messages
9 months ago
@dave006
Would an address verification be needed in this situation?
0
0
ATTHelp
Community Support
•
232.9K Messages
9 months ago
We're here to assist with your address concerns, @sck62768.
You will need to work with local government in separating the living units into different addresses. It needs to be zoned, approved, created, then the new address needs to be added into the USPS database before AT&T will add the address to their ordering system.
You have to go to the USPS with supporting documentation. Contact your local post office to determine what you need to do to perform the changes requested. We thank you for your understanding.
Later, you can check our AT&T Fiber coverage, as well as sign up for Notifyme to get alerts on fiber availability in your area.
Do reach out to us if you need any assistance. Thank you for visiting the AT&T Community Forums!
AshR, AT&T Community Forum Specialist
0
0
Caymanscott
Participant
•
3 Messages
9 months ago
The address is already in your fiber map coverage. Can you tell me why if it’s in your fiber map coverage and also in the SAD it’s not serviceable? Even when our tenant upstairs has fiber from you?
if you had read the thread you wouldn’t be responding with canned answers. I stated I’ve done that so don’t try to blow it off with a (Edited per community guidelines) response about it not being an address. Pathetic customer service.
(edited)
0
0
sck62768
3 Messages
9 months ago
AT&T promised a "Supervisor" (I assume that means someone that speaks English) would call yesterday. More lies by AT&T. No call and now we're on day 5 of this ordeal. And hearing the nauseating scripts these subhumans spout is just disgusting. No answers, no customer service. Just a push to get you off the line because that's what they're paid on. Pathetic customer service.
0
0
browndk26
ACE - Professor
•
5.9K Messages
9 months ago
File an fcc complaint.
0
0
sck62768
3 Messages
9 months ago
I will be. This has gotten more pathetically incompetent. THEY SENT THE EQUIPMENT TO MY HOUSE AND ARE STILL SAYING THE HOUSE DOESN'T EXIST.
We need a technician to connect it outside, so this pathetic ordeal isn't over.
So I'll spend tomorrow waiting for some subhuman in India trying an stammer through English reading me a script about how my home doesn't exist. Been with AT&T for 20 years and this is the (Edited per community guidelines) service you get. Incompetent, don't care about their customers and have worthless call center scrubs calling themselves "Jim and Jane" when you can hear the indian chatter behind them trying desperately to speak enough English to get you off the phone, because they're paid on the number of calls they answer, not the quality they provide.
(edited)
0
0
Caymanscott
Participant
•
3 Messages
9 months ago
After my 6th call, the Indian representative hung up on me. To my surprise an individual was listening and reviewing his call and called me immediately. He apologized for the rep and stayed on the phone with me for an hour while he rectified the situation. His name was Tom and deserves a lot of credit for calming me down and committing to take care of the issue. He saved an ATT customer that has been around since they were Cingular wireless.
I still am amazed at the complete incompetency of the offshore frontline staff. And how they rudely try to get you off the phone. It’s not a good experience ATT and I hope you look to improve. Your offshore staff worked 10 hours and did nothing but offend me. I can’t imagine that’s a value to you. You need more reps like Tom and fewer working at a donkey farm in Calcutta.
0
0