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Aerin's profile

5 Messages

Tuesday, October 3rd, 2023 11:44 PM

Why is AT&T not using existing handholes and buried wire for new subscribers?

AT&T buried wire on the opposite side of my street a few years ago, in large orange conduits (buried deep). On my side of the street, they buried a handhole in each yard and connected the handholes with buried wire. At the time, AT&T said the handholes and wire were for future subscribers on my side of the street. Now two neighbors on my side of the street are getting AT&T service, but AT&T is NOT using the handholes or buried wire, but is running a new individual wire from the pedestal across the street to each subscriber on my side of the street. Since I am right across the street from the pedestal, they will be digging trenches across my yard, and holes on each side of my driveway to shoot them through. What I don't understand is why they are not using the existing handholes and buried wire! No one from AT&T will talk to me about it (they said they don't have to talk to me, because I'm not the customer). I'd at least like an explanation of why they are not using the existing handholes and buried wire before they dig up my yard again.

Accepted Solution

5 Messages

5 months ago

Resolved! The contractor representative I spoke with put me in touch with the person who will be supervising the installations at my neighbors' houses. The supervisor stopped by my house today, listened to me, and answered all my questions. He checked the hand holes, noted where the existing line was buried, and plans to instruct his crew to use the existing line to pull the new line through, if possible. Also, since AT&T is treating the two installations (next door to each other) as completely separate jobs, he will ask that they be combined and done at the same time, for efficiency and to minimize disruption. He also said that if digging a new trench is necessary, it might be done on the other side of the street, since it would be easier to cross the gravel driveway across the street than my concrete driveway. How nice to hear some logic and common sense! And to deal with someone friendly and considerate, rather than rude and arrogant.

Community Support

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229.9K Messages

5 months ago

Hello @Aerin!

 

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

 

Nate, AT&T Community Forum Specialist.

5 Messages

5 months ago

This does not address my question at all. I already tried calling the unburied lines toll-free number (even though my question is NOT about unburied lines), and the person I spoke with was completely dismissive. He said that if AT&T was doing something, it was for a good reason, and that he could not give me any information, because I was not "the customer," and he said there was no one else at AT&T whom I could call, either nationally or locally. That's why I posted here. I thought maybe someone from AT&T might see this and direct me to someone who could explain. I suspect that AT&T might not even know that there's already a buried line on this side of the street. Before calling the unburied lines number, I had tried asking the AT&T employee who was laying and marking the new line to be buried on my property. When I tried to tell him there was already an AT&T line going across my property and under my driveway, he said I was wrong. He probably couldn't have answered my question, anyway, but he was very rude. He essentially said it was none of my business what AT&T did in my yard — he even said it was not "my" yard, and "we can dig anywhere we want." I know what a utility easement is, but it's still my yard. I know utilities can dig there without informing the homeowner, but it seems like just basic common courtesy to communicate with homeowners who have questions. And in this case, it seems to me that they will be doing some unnecessary digging. But there does not seem to be anyone at AT&T I can contact about it.

Community Support

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229.9K Messages

5 months ago

Hi @Aerin,

 

We understand where you're coming from, we're glad to help you.

 

We have a dedicated team regards to unburied lines in the article which was provided earlier. There would be a various factor for a new line. So, for more information please connect with our team. They are the best to assist you.

Feel free to reach out to us for any other assistance!

 

FionaA, AT&T Community Forum Specialist

 

Former Employee

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22.1K Messages

5 months ago

The best and likely answer is the fiber is only buried on the opposite side of the street to the pedestal with orange conduit under the street to hand holes of your side.

There are many locations (subdivisions) I know of that is configured this way. 

Customer on fiber side orders have fiber buried from the terminal inside of pedestal to their home, could be two houses away requiring boring under driveways, sidewalks or wrap all the way around side of yard across the back and then back up (preferred way, no boring).

Customers on opposite side with empty hand holes, fiber connected to terminal in pedestal pushed thru conduit to empty hand hole, then to customer home. Handholes are placed every two to four houses. The bigger the gap between handholes the more wiring going thru the conduit and to each home requiring individual fiber runs the same as side with fiber terminal. 

Fiber terminals can be 4, 8, 12 or 16 with the newer push-lock fiber terminal.

I have only seen 16 on poles, aerial…. Spider web looking as fiber travels thru the air to each home instead of being buried underground. An 8 connector terminal could provide service for 4 homes on each side of street… if believe placed near adjoining properties, two home to the left and right of pedestal… similarly 2 homes to left and right of handhole.

Care to share a pic of inside of handhold in front of house… if no terminal present everything for your side is under the street to empty hand hole or flower pot.

(edited)

5 Messages

5 months ago

I KNOW that fiber IS buried on my side of the street, because I personally watched it being buried. The crew burying it even allowed me to advise on exactly where to dig it in order to minimize damage to my flower beds. I stood outside and watched the entire time. The buried wire runs between all the hand holes on my block, including under my driveway. The hand holes already contain the line needed to run to each house (they measured the amount needed for each house, coiled it, and put it in the hand holes). However, NOTHING is run under the street from the pedestal to the hand hole in front of my house. I was specifically told that if someone on my side of the street decided to subscribe, AT&T would run a line under the street at that time, and use the hand holes and buried wire on my side of the street to connect them. They assured me that they would not need to bury additional fiber in my yard in the future, unless I decided to subscribe. I don't know whether they have since discovered some problem that makes the buried wire unusable, or whether they have forgotten that it's there. The latter would not surprise me, since the guy they sent out yesterday was unaware of it, and refused to believe it when I told him.

5 Messages

5 months ago

I finally got a number from the city to reach a contractor that does much of the local work for AT&T. The representative will follow up to try to get my questions answered — specifically, about any further digging in my yard. It was so nice to talk to someone who was friendly, polite, and eager to help! (Especially after having been treated condescendingly and blown off by AT&T employees.)

Community Support

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229.9K Messages

5 months ago

Hi @Aerin, we are glad to hear that you were able to get the required assistance.

If you need any assistance, feel free to write back to us.

Ben, AT&T Community Forums Specialist.

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