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lohainline's profile

New Member

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2 Messages

Tue, Oct 4, 2022 2:49 PM

Do you have to hire a contractor to bury your fiber?

I work for a sprinkler repair company. A customer claims that after we replaced two heads on his sprinkler system, closed the ticket, got paid and left, he noticed that his internet was out. So, he says we must have cut his fiber. One month later, he emails and says he would like us to reimburse him for having to hire a contractor to bury a new fiber line, as it is not repairable once cut and AT&T doesn't bury line in his neighborhood anymore. I am trying to find out if that is true. I have called and spoke with AT&T repair team and the AT&T bury team. Both say they have never heard of that. They said it may take a while for someone to come out and bury, but if it was installed/replaced, it will be buried. Does anyone have a definitive answer on this? Are there areas that AT&T won't bury their fiber after installed? We would like to do the right thing, but really don't want to be taken advantage of. Thank you!

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Official Solution

ATTHelp

Community Support

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204.1K Messages

2 months ago

Hi lohainline, we'd be glad to address your inquiry about our procedure for repairing and burying exposed cables.

 

If we receive a request to bury or repair a damaged cable, we will schedule an appointment to have a technician complete the request. Sometimes if there is an easement, we will have to get permission from the homeowner to work on their property. That may be what they were referring to.

 

We hope that clears things up for you! If you have any other questions, we'll be here.

 

Aminah, AT&T Community Specialist

my thoughts

Employee

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19.7K Messages

2 months ago

Ask for a copy of receipt (?)

ATT would normally bill the response party that damaged the line, meaning the customer would have needed to identify you as the responsible party providing Business name, address, phone number for the damage claim report the tech responding should have created when replacing the cut fiber. 

Is it possible the customer did not want to have ATT contractor bury, or wait the weeks necessary and either buried themself or privately hired their own … yes. Does not mean ATT and it’s local contractors would not have performed the work.

Zip code? Wondering if this is either part of Connecticut (ATT sold SNET to Frontier) or part of NC where ATT provided fiber outside its traditional market, overbuilding into Frontier area. These areas may not have been buried by ATT or it’s contractor force.

New Member

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2 Messages

2 months ago

Thank you, so much for your responses!

  The client did provide a receipt from the contractor, that he says he had to hire to bury the fiber, due to AT&T not burying in his area anymore... That is what he says he wants to be reimbursed for.  I expect to receive a bill from AT&T for the actual fiber repair. Which I don't believe should be our responsibility, but we are trying to be fair. 

 The location of the repair was in Dallas, Texas. 75206.

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