u/cshurtz

Trying to order AT&T Fiber and stuck on what looks like an address/serviceability data problem. Hoping someone who knows the systems can point me to the right fix.

The situation:

• My lot was split into two properties in 2016: a front house and a back house (mine).
• About 2 years ago the front house signed up for AT&T Fiber, but it was set up under the original base address (no unit designation). That fiber is active and working today.
• Recently I went through the process to get AT&T's system updated so the address carries a Unit A (front) and Unit B (mine). Both units now show in the address autocomplete.
• The problem: online, neither Unit A nor Unit B offers fiber, only AT&T Internet 50 (copper). But Unit A has active, working AT&T Fiber right now. So the tool says "no fiber" at an address that already has fiber.

Supporting records, in case it matters:

• USPS validates my address (the variant with the unit letter in it).
• County assessor has the two properties correctly as A (front) and B (mine).
• FCC National Broadband Map has my house under a completely wrong address. I filed a location challenge to fix it, plus one on the front house to add its unit.

My guess is the bad address data (especially the FCC map error) is why fiber won't associate with my address, but I don't actually know how AT&T's serviceability/facility mapping works.

Questions:

1. Does this sound like a serviceability/facility-mapping issue that needs another engineering ticket? What's the actual internal fix, and who can trigger it?
2. Best path for the next step: a corporate store, or an FCC informal complaint? Or something else?
3. Should I hold off on the FCC informal complaint until the FCC broadband map is corrected, or does that not matter? (I don't love that idea since they only update the map twice a year)

Would love any advice from anyone knowledgeable.