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lwa2024's profile

3 Messages

Wednesday, March 13th, 2024 6:55 PM

AT&T Contractor installing cable bored through my sewer pipe - need risk management contact

@ATTHelp  I have called many numbers and been through many loops of the phone menus. I have left a message at the Risk Management voice mail box with the required information and waited the 48 hours and no one called me back. I left a second message 49 hours after the first message with updates. I have tried other numbers and different menu options and I seems to be going in circles. When I do reach an agent, they tell me its the wrong department and transfer me or give me another phone number that does not help. I have even been to the Sedgewick website and talked to the chat bot, but it was also not able to help me.  I need to open a claim because AT&T's contractor (TCG) bored through my sewer pipe when they were installing in my neighborhood. I have pictures of them working on my lawn on Feb 1st and 2nd 2024.  In mid March, our sewer started acting up.  On March 11th, the plumber suspected AT&T hit hour sewer line with their cable based on their above ground determination of the pipe damage and where the paint that matched AT&T's color crossed the yard. On March 13th, the plumber dug up the sewer and confirmed the damage to the sewer came from the AT&T cable. How do I reach the proper person to open a claim?  This is also the second time I am posting this message to the forum because the first time I finished the message and tried to tag "problem", it gave an error and deleted all my text. I hope it goes through this time. 

Community Support

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232.3K Messages

3 months ago

Thanks for reaching us @lwa2024.

We understand your concern with regard to Risk Management. Let's point you in the right direction.

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.  This means we won’t be able to look into account/contact specific concerns.  To get the help you need for your unique issue, please review our
Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us.

In addition, if you'd like to file a property damage claim, dial 800-288-2020 and inform any agent that you'd like to open a new claim against AT&T. They'll ask a few questions and give you a claim number.

If you have any other questions, please feel free to write back to us. We're here to help!

Thank you.
David, AT&T Community Specialist.

3 Messages

2 months ago

After trying to call 855-365-4976 for a week, and always reaching the voice mail box which asked me to leave details about opening a claim and with promises of calling me back within 48 hours each time, someone finally called me back (Chris). Chris said the 4976 phone number I just referenced was no longer used to open claims, as of a few months ago and I should dial the 800-288-2020 number referenced in the reply to my post above. I had tried that number last week and got nowhere. I tried again this morning. By saying "Customer Service" and "Claims" and "No account" repeatedly, I finally got to an agent (Hannah). After describing my problem, Hannah told me that I had reached billing and sales and she could not help. I needed to call 800-246-8464. The menu for 8464 sounded just like the menu for 2020.  Only saying "Customer Service" and "No account" was less effective. I finally got the AI to say they would send me a text to a website for claims if I entered my phone number. Which I did. The AI said they sent me an SMS.  I never received the SMS.  It is as difficult as last week to find an agent who will open a claim for me. I am increasingly at a loss.

1 Message

2 months ago

We had a contractor representing AT&T run fiber in our neighborhood of 21 homes.  The equipment they used cracked one driveway.  They also never finished the job.  The orange plastic hose running underground still sticks up out of the ground in several locations.  Very shoddy work.  I'm going to start calling the numbers above but am pessimistic that I'll have any better luck than you've had.

3 Messages

2 months ago

I'm so sorry to hear it, @schnackdog . @ATTHelp  since there has been no one who can help me at the phone numbers that I've been trying for more than a week, and since there is no email address to contact, and the one link posted in another community forum post by an AT&T representative, to send a private message to AT&T for help led only to a 404 error, I had no choice but to file a BBB complaint. Our property damage was expensive and was pur plumbers have proof that it was AT&T cable boring that caused it.

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