Att fiber optic install is terrible

It's been a month and I'm still waiting to have a replacement line buried in our yard. We've been working around the wire and our lawncare folks are doing their best, but it's sure to get broken.

Today I called the customer support line to see what the status was. The woman told me that they needed to send a technician to my home to see if the line was permanent or temporary!!! I can't believe that AT&T doesn't know that!

After they assess the status of the line, they will go from there, which may mean another wait to have the line buried. There's no doubt that this part of your service is poorly managed with poor communication between ATT and its contractors.

My ticket # is 14963986. I wish I could get this resolved before the snow comes.

Everyone on my block has had some major damage to either their home or yard. It's Awful that the contractors are destroying our yards and home and costing us home owners more money. ATT should fix this problem! Makes me not ever want to use any ATT product again. 

We can point you in the right direction to get your line buried, @mmrozins.

Since your ticket has already been entered, we will need to refer you to our Buried Wire Center. They are open from 8am to 6pm Monday through Friday EST. The number to call is 800.924.9420.

Just give them your ticket number, and they will be able to look at the ticket or create a brand-new report for you. 

If there is anything else that we can do for you, please reach back out here, and we most certainly will be able to create the report, but the Buried Wire Center is the fastest route. 

Thank you for being a loyal AT&T customer.

MatthewD, AT&T Community Specialist

I have had a temporary fix of an AT&T line that was covered with electrical tape.

My lawn service work really hard to avoid it, meanwhile, it has been like that for a year and is not going to last another year of lawn services.

I am not sure why AT&T will not replace the lid to avoid an incident from my landscapers on my property. 

COME FIX IT, DEAR GOD!

An AT&T contractor dug a whole in our yard and cut our internet line on Thursday.  The best customer support can do is get someone here on Monday.  Trying to communicate with customer support is a nightmare.  I don't think they understand the extent of damage the contractor did to the existing lines. I see there are some on this thread who have been dealing with issues for a month after a cut line.  I've been a customer with AT&T for 20 plus years and have all of my services with you all......cell, internet, landline, cable.  If this is not resolved by Monday I'll have to consider getting services with new providers.  It sounds like you all need techs reserved specifically for fixing damage caused by the contractors.

We can help you get the exposed line fixed, Kimberlywarner07!

Call us any time at 800-288-2020 to report the unburied line.

• Have AT&T service? Provide your account info and say, “Line is down.”
• Don’t have AT&T service? Say "No account." When asked if you want to order new service, say "No." Then, to let us know why you're calling, say “Line is down.”

Once it's reported, call our Buried Wire Center at 800-924-9420 Monday through Friday between 8:00 a.m. and 6 p.m. (EDT).

If you need help with anything else, just let us know.

Thank you for visiting the AT&T Community Forums!

Aminah, AT&T Community Specialist 

We're sorry to hear that your line was cut, kimatx!

If you need further assistance after your appointment on Monday, let us know so we can help.

Thank you for visiting the AT&T Community Forums.

Aminah, AT&T Community Specialist

AT&T can’t fix what the contractor did they aren’t equipped or trained to do it. 

Constructive. It was an AT&T contractor who cut my internet line while installing the new fiber lines. It wasn’t some random contractor I hired. I’m not sure what your point is. An AT&T contractor did the damage and AT&T is sending a technician to fix it. If you are actually an AT&T employee then your comment has only validated my frustration with customer support.