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interfect's profile



1 Message

Monday, June 17th, 2019 11:51 PM

Santa Cruz, CA fiber installation is a month late with no communication from contractor

For my AT&T fiber Internet installation in Santa Cruz, CA, the AT&T tech who came out said that the conduit that the fiber had to be run through was clogged, and that they would be sending a contractor out to try to unclog it. Failing that, they said, they would be sending someone out to run the fiber through the air from the telephone poles in front of my house.


The contractor was supposed to arrive by the 19th of May. I went out on the 20th and saw no evidence that anyone had been there and even attempted to unclog the conduit. I called in to AT&T. I was told that the "Jeopardy Resolutions Team" was on the case, and the contractor would be out in the next 2 days. I check again after that. No evidence of any work having been done.


I call AT&T again, and get referred to the "Buried Wire Center", with a phone number and ticket number. I wait for them to be open (Monday-Friday, before 3 PM Pacific). I call them. They assure me my conduit will be cleaned by the end of the week.


I check back the next week (the week of June 10th). No evidence of any work having been done. I call the Buried Wire Center again on Friday. I wait on hold for half an hour, and get hung up on when they close at 3 PM.


I call back again today. I wait on hold for 45 minutes, and get a nice person who calls up the mysterious contractor. They assure me that the contractor will call me later. They refuse to give me any contact information for the contractor.


It's now almost 5 PM, and I still have not received a call from this nebulous contractor. I am an extremely dissatisfied customer.


My questions are:


  1. Has something like this (an AWOL contractor delaying installation or servicing of a fiber run) ever happened to anyone else? If so, how did you fix it?
  2. Does anyone have contact information for the contractor(s) AT&T uses for fiber installation in Santa Cruz, CA? Can someone at AT&T pretty please put me in contact with the contractor more directly? I'm almost certainly closer to them and possibly better able to get in contact with them than the folks in the buried wire center who were surprised to hear I was in California, and who obviously haven't hounded them sufficiently.
  3. Does anyone have an e-mail or even a postal mail address for the Buried Wire Center?
  4. How long is AT&T willing to wait for this contractor to do their job (or to explain to them why they can't) before they hire a different contractor for the job?

Community Support


232.9K Messages

5 years ago

Hi There @interfect,


We can point you in the right direction.


The best way to get this resolved, is to recontact our Buried Wired Support Team. They will have all the information that you need to answer all of your questions.


You may contact them at  800.924.9420 Monday through Friday between 7:30 a.m. and 6:00 p.m. ET


If there is anything else that you need, please reach back out to us.


Matthew, AT&T Community Specialist

New Member


2 Messages

3 years ago

Hello, I'm having the same issue and I am incredibly frustrated!! I was assured on 6/30 that the contractor would come out to clean the conduit within a week. I have called the Buried Wired Support Team at 800.924.9420  five times in the past two weeks and it does not seem that my service is any closer to getting installed. 

One person yesterday said that he would call the foreman on the job in Santa Cruz and get him to call me with an update, but I didn't receive a call yesterday. 

I just spoke again with a very nice person this morning to try to get any more information, but after 20 minutes on the phone with her she only repeated what she had already told me last week, that I just needed to keep waiting. 

My roommate and I moved into our new apartment in Santa Cruz at the end of June and we both work from home. This is completely unacceptable to wait this long when we both require internet and it sounds like this is a common problem. I will be recommending that my friends and family use other providers instead of AT&T fiber. 


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