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MySpectrumFiberWasCut's profile

New Member

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5 Messages

Sunday, July 3rd, 2022 2:39 PM

Spectrum fiber line cut by AT&T

I am a Spectrum customer whose line was cut by AT&T. How exactly does this happen by accident? Excuse my ignorance, but why would a technician be cutting a line found on a property? How is this acceptable professionalism? I’m pretty sure it doesn’t align with AT&T’s values. I was out of service all weekend because Spectrum couldn’t get here until today. Who can I contact to reinforce the importance of technician training in a house/townhouse complex???

Accepted Solution

Official Solution

Community Support

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232.4K Messages

2 years ago

We apologize for any inconvenience that may have been caused by our technicians, MySpectrumFiberWasCut!

 

To share your feedback about this, we recommend calling our Property Damage team at 855-365-4976. For more information, please take a look at our article that covers AT&T property claims for damages.

 

Thank you for bringing this to our attention and for visiting the AT&T Community Forums.

 

Aminah, AT&T Commuinty Specialist

Former Employee

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32.9K Messages

2 years ago

And what makes you think an AT&T tech cut the wire? There is absolutely no benefit to cut the wire. 

New Member

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5 Messages

2 years ago

Because who else would be messing with wires but the two service providers in the area and Spectrum wouldn’t cut its own wire. Plus, the Spectrum technician told me that AT&T did it and showed exactly where it happened. The fiber line markings are clear.

(edited)

Former Employee

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32.9K Messages

2 years ago

Still no benefit to AT&T cutting spectrum cables there’s no proof there’s no witness your just assuming

New Member

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5 Messages

2 years ago

Thanks for your perspective on how my fiber cut itself.

(edited)

ACE - Expert

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35.6K Messages

2 years ago

I remember losing service when a Spectrum tech cut my AT&T wire while installing service for my neighbor.  I assume it was an accident, but it still happened.

Likewise, it is possible that an AT&T employee accidently cut a Charter line, especially if it wasn't properly marked.

New Member

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5 Messages

2 years ago

Well, this is the before and after (markings on both are pretty clear). I suppose the next step will be a billboard. Again, the markings were there before and I’m not sure who will miss the bright orange marking now. 

Community Support

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232.4K Messages

2 years ago

Hello again @MySpectrumFiberWasCut. And thank you for reaching out with additional information. 

 

In order to address any concerns with damages we have caused on your property, please refer to the link that Aminah shared earlier regarding property damage claims. You will need to be ready to share photographs and the precise locational data where the incident occurred. We also recommend checking to see if the location in question is registered as a utility easement. We didn't notice anything that would indicate this in your photos, but it may alter how our claims handler, Sedgwick, is able to assist you. The fact that your wire was cut, regardless of it being an easement or not, is still something they should be able to address with you.

 

We appreciate you keeping us updated and letting us know. As our Ace @JefferMC mentioned, accidents can happen. But we always strive to complete work such as this while not affecting others to the best of our ability. And we apologize for this inconvenience.

 

Thank you for reaching out to the AT&T Community Forums. Please don't hesitate to let us know if you have any questions or concerns.

 

Wesley, AT&T Community Specialist

New Member

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5 Messages

2 years ago

Thank you for your prompt replies!

Community Support

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232.4K Messages

2 years ago

It's our pleasure. Please have an excellent day!

 

Wesley, AT&T Community Specialist

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