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Smkopf's profile

2 Messages

Wednesday, October 4th, 2023 9:40 PM

Fiber internet cable burial

We had fiber internet installed in the neighborhood recently and we decided to sign up for it. They had to run the cable from the street to the house. No problem there. Was told someone would come out in about 7-10 business days. After 3 weeks they still hadn't come out. We called and the customer service rep we talked to said an ATT tech would have to come by and verify that it was their cable before putting in the ticket to bury it as the install tech never put in the ticket for burial. The tech came out the next day and verified it is att fiber cable and he would put in the ticket to bury it. We got a text from ATT that said that someone would be by no later than 10 /28. That is 7 weeks from the initial install. I called customer service to see if it could be buried sooner and they said they would put in a request for the contractor to call me but could not tell me if it would be done sooner. It is ridiculous to expect someone to wait 7 weeks for the cable yo be buried.  If I get fined by the HOA for the exposed cable, I expect ATT to pay it. 

Community Support

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229.6K Messages

5 months ago

Hi @Smkopf, we understand the gravity of your situation and happy to help!

 

To check for an issue already reported we suggest, calling our Buried Wire Center at 800.924.9420 Monday through Friday between 8:00 a.m. and 6 p.m. ET. They have the ability to track any digs or sites that are in your area, and will be able to tell you why they are digging and what your next step would be.

 

Let us know how it goes.

Please feel free to reach out to us for further assistance.

 

Thank you for contacting AT&T Community Forums.

 

JasmineS, AT&T Community Forum Specialist

1 Message

5 months ago

We had fiber internet installed in the neighborhood recently and we decided to sign up for it. They had to run the cable from the street to the house. No problem there. Was told someone would come out in about 7-10 business days. After 3 weeks they still hadn't come out. We called and the customer service rep we talked to said an ATT tech would have to come by and verify that it was their cable before putting in the ticket to bury it as the install tech never put in the ticket for burial. The tech came out the next day and verified it is att fiber cable and he would put in the ticket to bury it. We got a text from ATT that said that someone would be by no later than 10 /28. That is 7 weeks from the initial install. I called customer service to see if it could be buried sooner and they said they would put in a request for the contractor to call me but could not tell me if it would be done sooner. It is ridiculous to expect someone to wait 7 weeks for the cable yo be buried.  If I get fined by the HOA for the exposed cable, I expect ATT to pay it. this is happing to me also but I been waiting for 4 months now the guys came out two times to hook me up but the cable was never pulled to the box in the ground now the guy just left and he said they pot the new Connection box but no cable was pulled.

There's no, there's no place to hook up please have someone call me 7703806649 The world's largest communication company is having problems communicating among themselves! I've been a AT&T customer for over 40 years.

Community Support

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229.6K Messages

5 months ago

Hello @cringer7!

 

Thank you for reaching out to us, we hear you happy to guide you.

 

We understand the urgency of this issue. However, we have dedicated team for this, please call them, and they will be happy to assist you.

Please visit our website about unburied cables, exposed wires, or downed lines. You will find phone number where you can call, and report about your concern.

 

Let us know if this helps.

 

For further assistance, we are always here to help!

 

Thank you for contacting AT&T Community Forum.

Nate, AT&T Community Forum Specialist.

 

2 Messages

5 months ago

ATTHelp, that was the response I got from your buried wire department. Also, I wasn't allowed to speak to a manager. You are more than welcome to check your recorded call logs to verify what I am saying. 

Community Support

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229.6K Messages

5 months ago

Thanks for reaching us again @Smkopf.

We understand your concern with regard to cable burial. We'd be happy to help!

Due to the nature of your concern, we'd need to move this conversation into a DM.

I am sending you a private message (PM) to help in this matter. Please look out for a chat notification towards the top right corner of your page next to the bell icon.

I look forward to your response and the opportunity to help you!

David, AT&T Community Forum Specialist

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