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alanrich's profile

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Thursday, November 17th, 2022 11:28 PM

Re: AT&T Fiber - Question about equipment and/or line repair

Is the Gateway (or other electronic equipment) owned & warrantied by AT&T or would the customer be responsible for any repair/replacement should be become necessary?  

I understand it can take up to three weeks to get the line buried for a new installation.   Who is responsible for any damage to the line prior to it being buried?  For example, if a city mower breaks it, is the customer responsible for the repair?   What about damage that might occur after its buried?  

I also understand that the crew who buries the line will not setup an appointment to discuss the path through our yard or even notify us of when the work will happen.  This is stopping me from setting up an installation.  Who is responsible for any damage to my driveway if they have to bore under it?



Community Support


207.9K Messages

3 months ago

Hello @alanrich, It will be our pleasure to answer all your questions about equipment, damaged buried cables, and property damage claims.


To answer your first questions about equipment, When you create an account, AT&T can provide the equipment, and we are responsible for repairs and replacement of the equipment if the damage is not caused directly by the user. The equipment can also be provided by the account holder, in this situation, the account holder is responsible.


If you cancel your account, you do have a time limit of "21 business days" for the equipment to be returned. If equipment is returned outside that window, the non-equipment return fee may be applicable.


You can find out more information about the AT&T equipment return policy.


AT&T is responsible for any damaged cable lines. Affected customers from the damaged cable line are responsible for reporting the damage to our exposed/unburied/downed cable center by calling us anytime at 800.288.2020.


Call our Buried Wire Center at 800.924.9420 Monday through Friday between 8:00 a.m. and 6 p.m. ET. Remember: This number is just for unburied ground cables. 


Lastly, during your installation appointment, the technician would request your permission to make our service available to you at your service location. However, if there is any damage caused by the technician during the installation, You are free to file a claim for the damages.


Feel free to read more on our AT&T customer service agreement to understand the responsibilities and expectations we share with our customers.


Please let us know if you have other questions or concerns, we are here to help.


Thanks for contacting AT&T Community Forums


Olajide, AT&T Community Specialist


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