2 Messages
Why isn’t internet available at my address but it is all around me?
Customer Service keeps saying that no Internet of any kind is available at my address. I do not understand because all of my neighbors surrounding me have it. I was even told I cannot get Internet air which is just 5G! How do I get on the map?
I have called countless times and probably spent weeks on the phone with Customer Service over the last 20 years. Some representatives will say they’re putting in an order for it to be investigated, but I never hear anything. One time I actually had a technician that was going to come, but he called and canceled. He said until they put me on the map on their system, there is nothing he can do.
I did actually have fixed Internet at one time, but now they say it’s unavailable. It just doesn’t make sense!
Juniper
ACE - Expert
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32.5K Messages
1 month ago
Sometimes they only have room for so many customers in an area. Perhaps they are at capacity. There is also the concern if your area is on any legacy infrastructure which support is dropping.
If neighbors on both sides of you (same side of street) have service, then you call and request an address validation. That has a tech verify the physical availability against the database. This can take weeks to get an answer as it is secondary to any work they are already doing.
After all that you cannot get any definitive answer, you could try a BBB complaint as that gets forwarded to upper management. Otherwise look into another provider.
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ATTHelp
Community Support
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232.9K Messages
1 month ago
Hi @Hollybcox
We understand your concern about having internet access in your area. Let's get you the assistance you require.
We recommend that you check for AT&T internet availability, and if the services are available in your location. Please visit this link to sign up for a notification if it becomes available in the future- https://att.com/internet/fiber-is-coming .We will send you a notification via your preferred method as soon as AT&T Fiber becomes available to you.
Also, We have a dedicated team that can help you with Internet Air issues. Please contact them at 800-288-2020 if you require any further assistance.
For further assistance we're here to assist you.
Thank you for contacting AT&T Community Forums,
Maria, AT&T Community Specialist.
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