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GeekElite's profile

New Member

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3 Messages

Tuesday, January 24th, 2023 12:35 AM

ATT Damaged by Fiber installation in our subdivision

I have called every number I can find in this forum with 0 help, over 25 transfers to the "correct" department.  And it's getting to the point where I'm going to just file it with the BBB.  I'm posting here as a last ditch effort to avoid any more headache.

ATT is installing fiber in our subdivision.  They backed a large truck, (fiber truck, I assume 2-3 tons) onto my driveway.  Keep in mind I did not request the fiber to be ran to my house, and I understand that it needs to be ran through the alley.  The weight of the truck and the driver parking on the edge of the concrete made a rather large crack across the driveway.  They also parked on TOP of my sprinkler.  It is 20 degrees, so I can only imaging they damaged that as well.  There is 0 help with the 1-800 numbers, 0 help from customer service.  WHO do I need to contact to make a damage claim.  I wasn't upset, I understand contractors cause problems, but to say the least, after 4 hours on the phone, I am getting pretty upset.  

I have video evidence of the damage.  The truck backing onto my property before and after.  It could not be more black and white.

Accepted Solution

Official Solution

Community Support

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231.1K Messages

1 year ago

Hello GeekElite, we will be happy to help with that damage that was caused.

 

In order to do so, we recommend filling a property damage claim. Once a claim has been filed, an adjuster will contact you with 3-5 business days. This is what you will need to do in order to file it:

  • Have the location of the damage ready before calling 1-800-288-2020.
  • Take photos of the damage that was caused.
  • When you have that, the adjuster will ask questions about the damage.
  • They will request you get an estimate for site repairs.
  • Then they will come to your property to complete the claims process.

We do apologize for the trouble this may be causing and thank you for reaching out to the Community Forums Team.

 

Lani, AT&T Community Specialist

New Member

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3 Messages

1 year ago

Was on live chat and will try some additional numbers tomorrow.

Numbers provided for anyone else having this issue.  

Escalation team 800-924-9420
Email bwire@att.com

Scholar

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3.8K Messages

1 year ago

@GeekElite 

Numbers provided for anyone else having this issue.  

Escalation team 800-924-9420
Email bwire@att.com

This is not the Escalation but the buried wire center that is available 8 AM - 6 PM (M-F)

Dave

New Member

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3 Messages

1 year ago

Good luck my friend.  They damaged my water line when installing fiber three years ago and I logged more than 8 hours on the phone (more than 7 on hold) trying to find the "right" department.  I have had two instances where I needed to contact AT&T and had very, very poor experiences with customer service.  I got the same apology, "we are sorry."  How about just having a more logical system to call in and talk to someone.  Nothing like waiting on hold for 40 minutes to find you are not in the right "department."  Very frustrating.  The public utilities commission in your state may be of assistance as well.  Log a complaint with them and you WILL get a call back investigating your complaint.

New Member

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3 Messages

1 year ago

Finally got someone on the phone, a supervisor should be out in a few days.

ACE - Guru

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9.9K Messages

1 year ago

If they show, go buy a Powerball Ticket.  😁

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