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3 Messages

Saturday, December 18th, 2021 8:35 PM

Damage to Property by AT&T recklessness

To Whom It May Concern:
I contacted AT&T yesterday (12/17/2021) in regards to damage done to my property after having AT&T representatives (a technician & lineman) come out here to fix our downed services. We lost broadband/internet services starting on Wednesday following some bad storms that rolled thru the area. The outage proceeded into the evening on Thursday, December 16th, 2021 before finally getting fixed/back online.
I work from home at the moment & rely heavily on the internet services for my job. Unfortunately, I was not able to work part of Wednesday & all of Thursday due to the downed services. Right before the services came back on, the technician had knocked on my door to inform me that him & the lineman were almost done fixing the damage & installing the new broadband cable from where the off-site damage occurred all the way to my property. Before he had left to go back to helping the lineman complete the job, he informed me that he had accidentally broke my fence by leaving the fence gate open after leaving the property for approximately an hour—in which the strong winds ultimately slammed the gate, disconnecting the fence paneling & breaking the latch right off of one of my fence gates.
When the technician had initially arrived at my property to assess/fix the outage, he asked if he could make entry into my fenced-in backyard. I opened the gate up for him so he could hook up his computer/test equipment to the box on the house & simply asked if he could please shut the gate or use a wedge/heavy object to keep the gate stationary when he was entering or exiting the fenced in yard so the wind didn’t catch the gate & break anything. Mind you, we were having steady 35mph winds with frequent gusts up to 60-65mph for the last few days, including the day in which they were out here fixing the downed services. So, evidently, the AT&T representative left the gate open after exiting the premises to go work on the line off-site for around an hour & returned to notice the fence & gate were broken.. in which he then informed me of the problem. 
I’ve temporarily screwed the two broken fence panels back into the 4x4 posts, but unfortunately the gate is still broken & detached. We can’t let our pets outside without being restrained/leashed up right now. I called AT&T’s customer service number yesterday & spent a very frustrating 2.5 hours on the phone with 4 different people trying to get this matter resolved. I was so infuriated with the lousy customer service yesterday that my wife & I have decided that we are going to be permanently terminating our services with AT&T once we get past the holidays (sometime in January) & I can the find time to arrange for a new provider to come out for a seemless transition that reduces/eliminates the chance of me losing more work/income. The reason for this decision came after spending over 2+ hours on the phone trying to simply get help regarding the damage to the fence. I reached my boiling point after being offered a pathetic compensation of $3.00 (no joke) from the bill for the loss of services & “the hassle” I was put thru. This was the point in which I became very (Edited per community guidelines) off after already having to deal with the damage to the property that could have been easily avoided, losing out on work/income for nearly two days due to no internet services, getting pawned off to 4 different AT&T reps over the course of 2.5 hours just to try to get my fence either fixed by someone or to at the very least to find out how I can go about getting compensated for the damage I was left with to fix. By the time I was pawned off to the third AT&T representative, I was growing impatient with the lousy, unsatisfactory & insulting customer service handling of this situation so I made the determination to terminate all services with AT&T going forward. I’m no longer interested in your cell services any longer either. 
I really don’t want to spend another frustrating minute on the phone dealing with this (Edited per community guidelines). All I want & simply ask for is that the damage done to my property be repaired or at the very least compensated for. I’m not interested in wasting my time on the phone for hours on end just to be passed around like a hot potato to only receive an insulting compensation offer of $3, $5, & eventually $8 dollars off the bill. This doesn’t fix the problem nor compensate me for the damages that I have to now waste more time & resources $$$ fixing. This isn’t a way to treat or retain customers. I have NEVER had a problem with AT&T in the 6 years we’ve had their services until recently. After the last two recorded incidents, I’ve had enough with the unbelievable & apathetic customer service response/handling of these matters. So, please, simply tell me what I need to do to get my fence fixed (or compensated for) without having me go thru more infuriating & wasteful nonsense for hours.

Accepted Solution

Official Solution

Community Support


231.5K Messages

2 years ago

Hello there, Michiglenn!  We understand that you have not gotten a response yet about your property damage claim. We do understand that is upsetting and we don't want you to feel upset.  We can and will point you in the right direction. 


Property damage claims are processed by our 3rd partner company Segdwick.


Using the information located in AT&T property claims for damages article, it will give you all the information that you will need to get your claim filed and worked.


File a new claim

If you need to file a new claim, have the following information available:

  • 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 the Claim Center at 855-365-4976.

Once the administrator receives the information, they will assign it to a claims examiner. The examiner will generally contact you within 3-5 business days to discuss the report and get additional information.


Track an existing claim

If an AT&T representative has given you a claim number and you haven’t heard anything in 24 hours, or you’ve already filed a claim and want to follow up, call 855-365-4976 to check the status. 


We do hope that this information helps you helps you out. 


Thank you for using the AT&T Community Forums.


Matthew, AT&T Community Specialist



ACE - Expert


27.7K Messages

2 years ago


Property claims are handled by Sedgewick.  Review THIS THREAD for contact information.

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