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TJDTX's profile

New Member


1 Message

Wed, Aug 10, 2022 10:13 PM

Cable Not Buried kind of a mess

We also had ATT fiber optic installed after crews installed the underground cable throughout our neighborhood. The installation at our house didn't go great but that's just part of the story. When they installed the line in our house they discovered that the main buried cable at the street was severed during installation. They ran a cable on top and across the yards and sidewalks of 5 neighbors to hook up where the main line was still intact. About a month later the crews showed up to fix the underground cable and detach the line that ran across everyone's yard and sidewalks. However, they didn't bury the line that runs from the street to our house. It crosses a sidewalk and neighbors aren't happy that it's loose and you especially can't see it at night. One mentioned liability as well.

I have contacted ATT and today the phone rep says there was never an order submitted to bury the cable. They have set a time to first inspect the cable then they will arrange to have the contractor come to bury the cable. However, I had to listen to the typical ATT disclaimer that I may be responsible for any fees regarding the equipment in my house it the technician determines it's not ATT's fault. 

Basically not a very professional job and I would have expected better from AT&T. 

New Member


3 Messages

2 m مضت

I'm dealing with a similar situation. The installation technicians seem to be untrained and uninterested in completing their work properly. I am hoping to get some answers on this forum. If not then we are going to cancel our service. Cable here is the same price for 500 Mbps but I've just been an AT&T customer for so long that I didn't want the change.

Wishing you the best of luck with your situation! I hope that you can get an appointment with a professional.


Community Support


200.2K Messages

2 m مضت

We're happy to help point you in the right direction, @TJDTX.


We have information on AT&T property claims for damages. You will need the following information to file a new claim:

  • Location – The physical address or GPS coordinates for the location where damage occurred.
  • Photos – Include close-ups and wide views of the area damaged. If possible, include photos of the person, vehicle, or equipment that caused the damage. Photos can be from cameras, cell phones, or other devices.

Once you have the information together, call 1-800-288-2020 and ask to file a new claim.


If you already have a claim number and you haven’t heard anything in 24 hours, call 855.462.6537 to check the status.


If you have any additional concerns, please feel free to reach back out to us and thank you for contacting the AT&T Community Forums Team.


Elmi, AT&T Community Specialist

my thoughts



19.5K Messages

2 m مضت

The burial of fiber drop is normally local contractor or if ATT (Bell South region) a different department (work group) that would have performed the repairs (construction) to main fiber line that was damaged requiring replacement. 

As no ticket was submitted to have drop buried, then yes a Uverse tech would be dispatched to inspect, replace if needed, and create the burial request (about 15 minutes needing several lines on request form completed along with 4 to 6 pictures of terminal, path and NID). 

Once ticket created will receive notice of the scheduled date for burial, likely 2 to 4 weeks out, also 811 should be called to mark existing underground lines to avoid damages.

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