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M

New Member

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4 Messages

Mon, Sep 27, 2021 2:06 PM

AT&T Fiber Conduit Crushed

Unfortunately the water company has crushed AT&Ts fiber conduit at the junction box in my neighborhood.  I have been working with AT&T since March of 2021 to have this conduit fixed so that I can have internet installed at my home.  I have been on the phone over 20 times and have waited 5 times now on technicians to install the internet only to be told that the conduit hasn’t been fixed.  Managers have been out to the site and a ticket was created for a job id for the buried cable/conduit department with a job completion date of mid July.  Today in late September I once again waited for a technician to install internet but the conduit has still not been repaired.  I have been extremely patient and respectful with everyone I have encountered at AT&T and this process has taken over 7 months with zero resolution.  AT&T is a massive company with terrible customer service.  There is a reason small local companies provide better service to people but AT&T is my only option here because they have monopolized the internet in my area.  I have 4 cell phones with this stupid company and at this point will totally remove my self from the terrible AT&T ecosystem and never look back.

Constructive

Employee

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24.5K Messages

2 m ago

the tech should lay a temporary fiber marked with flags for visibility to get you service until the conduit is repaired, unless it would need to run across the street or a sidewalk, 

New Member

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4 Messages

2 m ago

The conduit that needs repair runs under a street, but thank you for the idea at least.

Constructive

Employee

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24.5K Messages

2 m ago

oh thats a bummer they cant lay a temp drop across a street 

ATTHelp

Community Support

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176.7K Messages

2 m ago

We understand your need for fast Internet, @Mdautry.

 

We suggest calling the Buried Wire Center at 800-924-9420 to get an update on the ticket and when they expect it to be resolved.

 

If you need help with anything else, we'll be here.

 

Thank you for contacting the community forums team.

 

Aminah, AT&T Community Specialist

New Member

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4 Messages

2 m ago

I have spoken with buried wire department multiple times and even have a job id # number.  The problem was communicated clearly from my end and was supposed to be fixed multiple times.  Ultimately no one wants to get this done and several times my tickets have been deleted.  The problem is AT&T can’t or won’t get their contractor to repair or replace this conduit.

ATTHelp

Community Support

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176.7K Messages

2 m ago

@Mdautry,

 

We completely understand your frustration regarding this. As Aminah said, the Buried Wire Department would be the best way to get you updated and get things resolved.

 

Thank you for your patience, and for being a part of our AT&T Community.

 

Donovan, AT&T Community Specialist

New Member

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4 Messages

2 m ago

Update: 10/06/2021

called AT&T buried wire department today and was advised that my dig ticket was again cancelled but if you’ve been following along you already know that the conduit was not fixed.

Why are the repairs getting cancelled?

Constructive

Employee

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24.5K Messages

2 m ago

most likely due to contracted companies short handed . locally here pre covid our contracted construction company had near 75 trucks and over 125 employees, post covid they now have 7 trucks and 18 employees 

ATTHelp

Community Support

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176.7K Messages

2 m ago

Here to help with your dig ticket, @Mdautry!

 

We suggest contacting the Buried Wire Team at  800.924.9420 Monday through Friday between 8:00 a.m. and 6 p.m. ET to see if they'd be able to open the ticket again as it has not been fulfilled. 

 

Let us know if you have any other questions!

 

CalebP, AT&T Community Specialist 

my thoughts

Employee

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18.3K Messages

2 m ago

With multiple orders cancelled suggests order being cancelled by upper level manager…

I suspect the cost estimate for replacing the conduit is greater than the level acceptable. Example would be $40k for a single customer tag may pay $100 per month max… bad investment 

Just my thoughts, not official company response or actual situation

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