Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Need help connecting your router?
ATTU-verseCare's profile
Community Support

Community Support

 • 

6.7K Messages

Monday, May 23rd, 2016 9:00 PM

Exposed Line/ Wire - How To Report & Things To Know From AT&T

 

Note: Extreme weather or other factors can cause downed lines, including electrical lines. Always call your local authorities in an emergency situation. Never approach a downed wire yourself.

 

To report a unburied wire, exposed cable, or compromised man-hole covers both AT&T customers and non-customers can report it by calling here, 800.288.2020. If you are a DSL or U-verse customer, you may also report an un-buried wire or exposed cable using Live Chat support on our Support Center.

 

Please contact AT&T if:

  • More than two weeks have passed since AT&T performed initial work in your area or at your home, refer to the below section for more details
  • A cable providing service to a house is hanging low
  • AT&T owned equipment in your yard, street or neighborhood needs the attention of AT&T
  • A hazard is visibly present

Some utility companies mark or paint their lines. If the line is marked but does not say AT&T, please report the uncovered cable directly to that company.

 

During repair or new installation, cables are sometimes left unburied and above ground. Many factors can contribute to this including:

  • Obtaining necessary permits from local authorities – Not only can it take some time to get a permit, but the permit only allows for work on certain dates at certain times.
  • WeatherWeather conditions limit the times we can work. Rain, snow, and other intrusive weather conditions can cause delays. During winter months, the ground can freeze and burying the line cannot take place until the ground has thawed and is soft enough to work on.
  • Home Owner Associations – We work with the community to make sure we follow the HOA polices which may cause delays.
  • New Construction and Coordination of ContractorsGetting the line buried can involve multiple parties which could cause delays.

Your estimated completion date is a projection and may change. We will keep you updated should this occur. Winter weather can cause the promise date to be extended beyond our estimated two week time period. When spring arrives your appointment will be rescheduled to bury the cable. 

 

You may receive a text message alerting you of your new projected date should a change occur. If your mobile contact number is not listed on your account or you did not receive a text message, feel free to contact our bury team here: 800.288.2020.

 

FAQ:

  • What time will the crew be there to install it? Do I need to be home?
    • Our cable burial teams do not have set schedules
    • You do not need to be home for the crews to perform the cable burial service unless you have locked gates or fences that would prevent access to the cable.
  • What if I have a sprinkler system or invisible fence?
    • If you have a sprinkler system or invisible fence installed on your property, please indicate the locations of sprinkler heads or invisible fence devices with a visual aid such as a flag, cone or grass safe paint so we can plan a path to bury the cable accordingly
  • What damage will be done to my landscaping?
    • Our teams take special care not to damage your property when burying cables. If any landscaping damage is caused, we will ensure that your property is restored to its previous condition. If you do not see any action after 1 week or have questions, please reach out to us at
      1-800-246-8464: If you live in CA, NV, TX, MO, OK, KS, AR, IL, OH, IN, WI, MI
      1-877-737-2478: If you live in FL, GA, NC, SC, KY, LA, AL, MS, TN

 

Thanks

ATTJohnCS, AT&T Community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

4 Attachments

Contributor

 • 

1 Message

7 years ago

Short of getting a shovel and doing it myself, how do I get my cable wire buried. Att subcontractors did not show up for a april 8 appointment. Since then I have called at&t numerous times to no avail. I was given the number to the contractors and never get through ( waited over 45minutes every day for a week). This is unacceptable
I am not a happy customer. I can switch providers to someone who actually likes there clients.

Contributor

 • 

1 Message

7 years ago

on Jacksonville road, in Stent: tree limb fell on terminal connection boxes. I would like to remove tree limb but need att approval. phone *** email  ***

[Edited for privacy. This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Contributor

 • 

1 Message

7 years ago

Going on 5th month trying to get AT&T to bury my phone cable. Terrible customer service and management of the process. Have now showed up twice without correct equipment to go under a city golf cart path and my driveway. Huge waits on hold and a website that will not allow contact with proper solution or complaint. Simply Bushleague management.

Contributor

 • 

2 Messages

7 years ago

I need to have a local manager in the Charlotte, NC market contact me about burying a drop. The drop has been running over driveways for over a month now along with several others in the community. I call the Buried Wire service but they aren't able to get a response from the local management either. Does anyone have a local construction manager name/number that I can use?

Contributor

 • 

1 Message

7 years ago

I have an AT&T pole on our business property that needs to be removed. It does not provide service and has one line to it. How do I arrange removal?

Thanks.

Contributor

 • 

1 Message

7 years ago

I just moved to a new neighborhood and there are some pvc pipes sticking out of the ground to mark the fiber optic cable.

How can I get rid of the pipe in my front yard??

Community Support

 • 

6.7K Messages

7 years ago

Hi @Swensoka,

 

We understand you have cable concern. You will find contact information for our teams above. You do not have to be an AT&T customer to report this issues. 

 

ATTU-verseCare

Contributor

 • 

1 Message

7 years ago

I live in River Oaks, Tx. This past week ur technicians have been running fiber optic cable along the utility pole thru my backyard. They finished up yesterday but when I got home last night I noticed a downed line laying in my yard. It is still attached to the pole but sagging low enough to touch the ground in my and my neighbor's yard. We need this corrected asap before my dog or grandchildren hurt themselves on it. Thank u. My name us Reggie Jones and I can be reached at conspinner@yahoo.com

Contributor

 • 

2 Messages

7 years ago

This is very frustrating. ATT came and dug up our neighborhood to lay a new cable line one and half a week ago. They've all finished digging and burying cables, but left a big hole in my front yard which is about 3x3 feet. When they dug up my front yard, no one came and told me what will happen, after digging, no one care about burying the hole. And there is no sign or label telling me how to contact att to fix this issue. I don't think ATT asked me for permission to lay cable through my property, now they've left a big hole on my front yard. 

 

My neighborhood is tremont circle, chapel hill. Hope someone in ATT service can rely this issue and have someone come to fix the hole as soon as possible. 

 

- A frustrated neighbor.

Community Support

 • 

232.3K Messages

7 years ago

My name is Tim, your case was sent over to my management team and we’ll be assisting you towards a resolution, I work from 1 - 10 CST. I’ve reviewed your account and I see your issue is hole in yard. We can look in to this for you. What is the address and a good contact number for this and name? You can PM us the information. Social Media Manager

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.