U-Verse unavailable - Tell that to everyone else around me!

jgunntamu · ‎04-19-2012

I have been waiting to get U-Verse for a long time. About a year ago, my neighbors across the street got it. I was feeling lucky so I went and checked my availability; no luck. Oh well, the line probably has to snake all the way down the street and back so maybe it will be soon.

After checking the website for availablility on a monthly basis for the last 12 months, I decided to check my neighbors address. I checked across the street since I knew they had it and sure enough it says they already have it. So, I just the houses on either side of me. To my great surprise, they both have it as well. I checked the house behind me, they don't have it but it says they can get it. Just to double check, I ask my neighbors if they do indeed have U-Verse. They both confirm that they do. This week I asked an AT&T tech who was working on my street and he said it has been available on the entire street for more than 6 months.

I have tried calling sales and tech support. They both insist that it is not available for me and proceed to try and sell me other services. I offered to have a field tech come out to verify and I even offered to pay his trip charge if the service was indeed unavailable. Personally, I don't see anyway possible that my neighbors on either side of me and in front can get it and my neighbors behind me have it available. We have fairly small lots. I can borrow a cup of milk by sticking my hand out the window.

Am I being unreasonable for thinking I should be able to get U-Verse? If not, how should I proceed from here?

texasguy37 · ‎05-18-2009

Have you submitted an Address Research Request online?

bdcusa · ‎04-18-2012

On occasion, errors are made by the data entry people when putting addresses with available service into the master database. Your request to AT&T to have the technician come out to verify availability of the service is good, as is the suggestion to do an Address Research request that the other responder mentioned. I had this same issue in the apartment complex in which I used to live. It turned out that units R1, R2, and R3 in my building had service but not my unit of R4. The problem was that the data entry operator put in the unit number is 4R. Something that small could cause the people at Customer Service to say "not available" when the truth is that it truly is.

Keep on trying and see what can be done for you.

jgunntamu · ‎04-19-2012

Yes, I have requested an address research inquiry and it came back that U-verse is unavailable to me. Do you know what they actually do to research that?

bdcusa · ‎04-18-2012

No, I have no idea what the internal process is to research an address but given the fact that all addresses around you are available and you are not, it seems to me that most likely an error was made. You might see if you can get a local manager to get in touch with you. I got that to happen in a situation that had my DSL service (prior to obtaining U-Verse) going up and down 50 or more times a day. I stayed in very close contact with that manager until the situation was properly resolved (a period of over three months).

mibrnsurg · ‎07-15-2008

You could try: uversecare@att.net put Prequal Failure Uverse in the subject line. It's going to David's tier2 guys to look into. State your case and add a link to this thread, good luck.

Chris

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Computer-Joe · ‎09-19-2008

bdcusa wrote:
On occasion, errors are made by the data entry people when putting addresses with available service into the master database. Your request to AT&T to have the technician come out to verify availability of the service is good, as is the suggestion to do an Address Research request that the other responder mentioned. I had this same issue in the apartment complex in which I used to live. It turned out that units R1, R2, and R3 in my building had service but not my unit of R4. The problem was that the data entry operator put in the unit number is 4R. Something that small could cause the people at Customer Service to say "not available" when the truth is that it truly is.

Keep on trying and see what can be done for you.

WHAAAT! AT&T has a mistake in one of their databases?! That's absurd.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
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“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

mibrnsurg · ‎07-15-2008

mibrnsurg wrote:

You could try: uversecare@att.net put Prequal Failure Uverse in the subject line. It's going to David's tier2 guys to look into. State your case and add a link to this thread, good luck.

Chris

Sorry, that's uversecare@att.com , my mistake.

Chris

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

jgunntamu · ‎04-19-2012

Thanks everyone for your help. I have done as Chris suggested and sent my info along to uversecare@att.com. Hopefully they can get to the bottom of this.

jgunntamu · ‎04-19-2012

After the investigation, this is tier 2's conclusion.

"Thank you for your patience while we investigated your address. It appears we will not be able to connect your home to the U-verse network, as the loop length it too long to provide the service. My system was showing we should have been able to connect you with pair bonding, but the central office that serves your address does not yet have pair bonding capability. I do apologize for this, but I do hope we can provide you with the service in the future, should that technology become available there. It was my goal to provide you with an excellent service experience and if you have any further technical issues you would like our assistance with please feel free to email us back at Uversecare@att.com. Thank you for your interest in U-verse."

Again, I just don't see how its possible for everyone around me to have this service yet I am too far away.

jgunntamu · ‎04-19-2012

Also, all I want is the internet component of U-verse. If all of my neighbors can get TV service, should I at least be able to get the internet service. It is my understanding that the distance requirements are more lenient for internet and most stringent for TV. Am I correct?

jfw · ‎05-11-2009

jgunntamu wrote:
After the investigation, this is tier 2's conclusion.

"Thank you for your patience while we investigated your address. It appears we will not be able to connect your home to the U-verse network, as the loop length it too long to provide the service. My system was showing we should have been able to connect you with pair bonding, but the central office that serves your address does not yet have pair bonding capability. I do apologize for this, but I do hope we can provide you with the service in the future, should that technology become available there. It was my goal to provide you with an excellent service experience and if you have any further technical issues you would like our assistance with please feel free to email us back at Uversecare@att.com. Thank you for your interest in U-verse."

Again, I just don't see how its possible for everyone around me to have this service yet I am too far away.

Phone cables usually don't run in a straight line, they could run several blocks around the neighborhood before they get back to your location which could be enough to put you out of range for service.

jfw · ‎05-11-2009

jgunntamu wrote:
Also, all I want is the internet component of U-verse. If all of my neighbors can get TV service, should I at least be able to get the internet service. It is my understanding that the distance requirements are more lenient for internet and most stringent for TV. Am I correct?

ATT is phasing out DSL in some areas, so it's possible Uverse internet may be available to you at some point.

Computer-Joe · ‎09-19-2008

jfw wrote:
jgunntamu wrote:
Also, all I want is the internet component of U-verse. If all of my neighbors can get TV service, should I at least be able to get the internet service. It is my understanding that the distance requirements are more lenient for internet and most stringent for TV. Am I correct?
ATT is phasing out DSL in some areas, so it's possible Uverse internet may be available to you at some point.

I don't think they actually "phasing it out" as much as they are not building it out anymore. If Uverse gets expanded into an old style DSL area, it will eventually be converted., but they won't just stop DSL and leave nothing, or worse, just the competition.

As far as the OP is concerned, if the were a candidate for pair-bonding, it could be all his neighbors are already on pair bonding, and there are just no physical pairs available/suitable for your service.

Now, if all the neighbors have TV service (Uverse IPTV, not DirecTV on their Uverse bill), then they must either be on pair-bonding from the CO that supposedly can not support pair-bonding, or they are on a VRAD that is closer to them than the CO and the OP's line is the only one left in the neighborhood that was not switched over to the VRAD for some unknown reason.

I don't know if a physical site survey is conducted during the "address evaluation" but I would insist on one if they did not do it. The OP should go out and search for a VRAD in the neighborhood.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

mibrnsurg · ‎07-15-2008

jfw wrote:

jgunntamu wrote:

Also, all I want is the internet component of U-verse. If all of my neighbors can get TV service, should I at least be able to get the internet service. It is my understanding that the distance requirements are more lenient for internet and most stringent for TV. Am I correct?

ATT is phasing out DSL in some areas, so it's possible Uverse internet may be available to you at some point.

All regular ADSL is being phased out that comes from the CO. In it's place is IPDSLAM ADSL 2/2+ out of cards in the VRAD for those that are too far for VDSL internet coverage. Also ATT has announced that 20% of ATT territory will NOT get any DSL from them.

Chris

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more