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New Member

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5 Messages

Wed, Dec 22, 2021 5:24 PM

Unburied Fiber

My fiber was run to the house nearly 2 months ago and I'm still trying to get this cable buried. They came out the first time and said that there was no conduit in the ground where one was supposed to be, so they ran the line across my neighbor's driveway then through my yard to the house. Then they said that someone else would have to come out that could tunnel under my neighbor's driveway. When that person came out, they said they couldn't tunnel deep enough because there is a gas line and someone else would have to come out that could tunnel deeper. Since then, I've placed call after call after call to different support numbers including the buried line number and can't get anywhere. They keep trying to send out technicians who tell me what I already know. Finally, today, I spoke to someone who said that the line cannot be buried. I said so are you telling me that I can't have ATT fiber service after you all sold this to me and connected it and has been working for 2 months? He wouldn't answer the question and just said that all he could tell me was that the fiber line could not be buried. I don't know what else to do. I guess that I have to go with a different company and then get ATT to come disconnect this line and take it out but now they've already drilled a hole in the side of my house and into the sheetrock so now I would have big holes that they created that would have to be repaired. 

my thoughts

Employee

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19K Messages

5分前

The tech should never have installed… a drop either copper or fiber should not cross street, alley, driveway or sidewalk….

The correct procedure is to place an order to bury, once buried then installation is completed.

New Member

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5 Messages

5分前

If the tech had followed the correct procedure as you stated it, I would not have these unnecessary holes in my walls and would have gone with another company much sooner and would not be in this mess. I need ATT to step up and find a solution to this problem. If the solution is to disconnect the fiber and remove it, then repair the holes they made, so be it. I need a solution though.

ATTHelp

Community Support

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189.5K Messages

5分前

Hi @User193449, we want to help. Let’s meet in a Direct Message regarding your fiber internet and the unburied cables. Please check your Direct Message Inbox.

New Member

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5 Messages

5分前

Update:

ATT sent ANOTHER technician out a couple of days or so after my initial post. That person put in a new dig request since the initial one was closed. Last week a couple of guys came out and dug up my yard in a couple of places and it looks like they found the conduit. All they did was put a green box over it and left. They didn't let me know what they found, or let me know if they were coming back, or next steps. I waited until yesterday and called the buried wire center AGAIN. They said they have to send out ANOTHER technician to figure out next steps and put in a buried wire request. Why do I have to call over and over and over again to get any momentum whatsoever? This process is completely broken. It appears that if the initial wire burial ticket doesn't go perfectly as planned, homeowners are out of luck. They have to beg and plead to get anything done. The thing is, I've been very happy with my speed, consistency, etc with the internet connection itself. Customer no service is the problem that I have with ATT.  PLEASE get this resolved so that I can move on from this. 

spoom2

ACE - Master

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15.3K Messages

5分前

Use the Direct Message provide by @ATTHelp 

New Member

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5 Messages

5分前

ATT closed the direct chat because they saw that a tech was sent out, AGAIN. Are you about to send me a chat to help me get this resolved?

spoom2

ACE - Master

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15.3K Messages

5分前

No I'm a user like you, not AT&T support.  You can fill out the form on the following to escalate to an executive

ATTHelp

Community Support

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189.5K Messages

5分前

Hi @User193449, we want to help. Let’s meet in a Direct Message to discuss the unburied fiber. Please check your Direct Message Inbox.

 

 

Elmi, AT&T Community Specialist. 

New Member

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5 Messages

4分前

This is FINALLY resolved after months of trying. The line was buried last night. Thanks to everyone that offered advice.

ATTHelp

Community Support

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189.5K Messages

4分前

We're glad to hear this has been resolved, @User193449.

 

Feel free to reach back out with any other questions or concerns and thank you for contacting the AT&T Community Forums Team. 

 

Elmi, AT&T Community Specialist. 

ShinerBeer

New Member

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19 Messages

4分前

I am waiting now 7 weeks for them to bury my line.  I have nearly 100 feet of exposed line.  The original time and the second time they came out, they just shoved the line under 1-3 inches of mulch.  According to ATT standards, that is a buried line.  Then you are responsible for any damage to the line on your property.

ATT employees who respond to complaints just shove the blame on the contractor and COVID.  If you do a search, these complaints have been going on for over 5 years.  So Covid is not the blame.  

Contract is with ATT, not their subcontractors.  ATT is to blame.  PERIOD.

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