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Community Support

Community Support

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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.

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4 Attachments

New Member

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1 Message

4 years ago

Yes I had a line buried the last time my wire was cut a didnt think their was an issue but the wire was only buried to my fence line and then ran along the house into the box about 3-4ft exposed pinned about 2-ft above ground well dogs chewed it from the box. When they come to replace it can they cover with something?

New Member

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1 Message

4 years ago

ATT team came to fix internet cable for my neighbor and dig 2 big holes and left cable exposed over two weeks. I have contact more than 10 different numbers and try to ask someone to recover my yard as soon as possible. 9 of numbers mentioned this is not the right department. Finally 1 call back and promised to recover by last Friday but still did not show out. My plan is going to sue the ATT to payback recovery yard fee and pull out all the cables they left on my property.

New Member

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1 Message

3 years ago

We are in Calabasas and the box carrying the telephone cable outside my house had a cracked cover and we are trying to complain about it, but so far I had no luck reaching the appropriate department. please let me know how this can be fixed. 

New Member

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6 Messages

3 years ago

Hey AT&T in San Jose, California area (zip code = 95118)

:

There is a big (2 x 5 x 4 ft) stationary power generator that is being used by AT&T. While this may not sound anything bad to anyone, please understand it is located right outside my house, which is giving out bad small & loud noise all day and night such that my family cannot sleep!

If you indeed care about baby and family, please move your loud and unhealthy (smelly with natural gas exhaust) away from my property line!!

(edited)

New Member

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1 Message

1 year ago

Good Morning!

WE have 2 old metal Ameritech boxes that  are falling apart. We think they still have wires in them and are not sure if they are live. We are not sure who to contact to get them fixed

New Member

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1 Message

1 year ago

There is an ATT generator that has been running at 45th St and Webster St in Oakland CA for well over a week after an ATT box was hit by a car. The box was fully replaced, but the generator is still in place and running. The noise and smell are quite bad and our two kiddos have had trouble sleeping through the night since it went in. Is there a way that we can be updated to know when the repair will be complete and the generator will be turned off and removed?

New Member

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5 Messages

11 months ago

So who do I talk to about a box that fought on fire and the tech stated that ATT is not at fault cause there was no explosion? The box sits on a vacant property I have clear pictures of the box melting. To it looks like the ATT is just not wanting to do the right thing. I now have 4 tenants that have a fence burnt all up if the tree that was right next to the box would have caught on fire one of the houses would have burnt to the ground. I want to know was this box not grounded property, how is the tenant at fault for this fire that clearly happened internally? Tech stated that there is not enough volts to cause a fire ........ wrong this is incorrect you need 65 volts to run the internet or phone which is enough volts to cause a spark and a fire. I want to know if was this do to the high heat that may have caused a fuse to phase or phase to ground. I need answers and I would like to have ATT pay to repair all 4 of the tenant's fences!

1 Message

19 days ago

I tripped and fell on the ground, on my back, when I run into a small power box that is right on my backyard. There are also 2 old control towers that I don't see anyone working on them anymore, and now there is an additional tower that was placed close to the other towers last year. Next to the 2 old towers, there are 2 rusted bollards. These are all on my backyard, and now I'm in pain from that fall. Could you please remove the unused boxes, specially that small mint colored box, and move the other tower to a safe spot? All these are located on the corner of Landover Rd., and Ascot Dr. in Euless, TX. This is the 2nd time that I write to AT&T about this problem.

(edited)

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