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Sat, May 2, 2020 8:09 PM

Remove ATT Utility Block

We live in a rural area on 10 acres that had been designated as the future site of a residential development. We now own the entire property, with no plan to develop. We have a land line utility block on our property that we are trying to at least move if not eliminate altogether. It is not on an easement. The problem is that it is marked as being owned by Southern Bell- an entity that is now owned by ATT and it has an 800 phone number on it that now goes directly to 811. 811 has told us they do not locate nor in any way work with ATT lines. Any advice? Thanks!

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Brand User
ATTHelp

Community Support

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124K Messages

2 months ago

We're happy to help, @booksw.

 

For assistance with the utility block, please call our Buried Wire Center at 1-800-924-9420.

 

If you require further assistance let us know.

 

Aminah, AT&T Community Specialist

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*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.

New Member

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6 Messages

I called 1-800-924-9420 three days ago and the recording there said to either "smartchat" (with no explanation as to what that is) or to email bwire@att.com which I did but have not yet heard back. SO I called again today, this time waiting until the end of the recording at which point the phone did ring and was answered by VIvian. When I told Vivian my story, she connected me to Rachel at the ATT Repair Office (which is maybe where I should have called to begin with- 800-246-8464- where Rachel gave me a ticket number and scheduled a technician to come to my house to test the wires and see if any are still active- sometime in the next few days. I will try to update here when this is resolved.

Thanks Aminah!

(edited)

New Member

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6 Messages

SO someone (did not give me his name) came to our house today- glanced at the utility box and said "that's our box, has our cables, and no one is gonna move it". I asked him if he was going to check and see if the wires were active and he said "they are- I can tell by looking at it" When I asked him what we would have to do to see about cost of moving it, he said he would ask an engineer to call me. When I asked him what I should do, who should I call if I never got that call from the engineer, he said "call whatever number you called to get me to come here" and he got back in his truck and drove away. He never got within 10 feet of the Utility block... So I called the Repair Office number that Rachel had told me to call and got into a quagmire of phone tree that required I had an account number and asked me to call back when I found my account number. So, I called the number Aminah asked me to call above where I spoke to Gena. She connected me to the Repair Office. There I spoke to Helen who pulled up my ticket. She told me that she would ask the field supervisor to call me to schedule an engineer to come out, and she gave me a new ticket number. I will try to update this as it goes.

New Member

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6 Messages

Now it is 2 weeks later and I have heard nothing. I called back (got the same quagmire of a phone tree) and spoke to Terry. She actually scolded me for calling because the supervisors are so busy. I asked her how long she thought I should wait before calling back if I hear nothing and she said ’1 week’ I wanted to say ”so why scold me when I actually waited 2 weeks?” but I held back. So I patiently wait...

spoom2

ACE - Master

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7.4K Messages

You're actually going to need a engineer and possibly a release of easement. If there is only the one terminal with no service working out of it it's possible they would put in a buried splice they more than likely won't do it for free and depending on the size of the cable (number of pairs) it could be a quick fix or take a couple days. See ATThelp's response in the linked topic, tell them you need an engineer to check this. I want to add in your original post you stated 811 told you they don't locate or won't locate. That's not true that's what the utility companies pay them for.

(edited)

This is a user to user help forum. It is not an AT&T support site. I am not an AT&T employee, read the ACE's disclaimer at the bottom of this post

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Thanks @spoom2   Now it is 3 weeks later (5 weeks since the engineer ticket was first submitted) and I called the 800 number again that requires me to have an account to get through.  One of the people on the phone along the way had told me to say "down wire" if I want the repair office and that seems wrong and I haven't done that but this time I got so frustrated (just with the quagmire phone tree that wants to know if I am calling about phone, tv, or internet account...).  Anyway, saying "down wire" twice seemed to do the trick.  Dan answered and asked me "what phone number are you calling about" (so he didn't know I had said down wire?).  I told him I wasn't calling about a phone number but I did have a ticket number and I gave it to him, and he looked it up and said "You need a telephone box to be relocated, is that correct?"  Yay!  He could see that the ticket was referred to engineering to follow up and he said "I am not sure why they haven't gotten back to you yet- they should have gotten back to you in just a few days".  He said a ticket went to them and a follow up email was sent.  He said that at this point they should have gotten in touch with me.  Hmm.  (He actually said 'Hmm').  I could tell he didn't know what to do.  Just lots of silence - but at least he was polite and professional about it.  In the end he told me he isn't supposed to create a new ticket but he doesn't see any alternative and so he did.  He said they should call me within a week... I also went to the link in Spoom2's post above.   This box actually is not sitting on an easement.  I know it should be but it isn't.  We have been told we could just get rid of it because it doesn't have an easement.  We don't want to do that...  BTW, we did have 811 come out for something else and I asked the person about 811 and AT&T and he said that its true that 811 does not work with locating AT&T wires.  Maybe it is a regional thing.

 

(edited)

New Member

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2 Messages

Has this been resolved? I too have a box similar to this on my property and want it to be removed. I have no desire to ever be an AT&T member, but I really want this ugly thing removed off my property.

New Member

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6 Messages

Nope.  I am still waiting to hear from "engineering" or "an engineer".  It's been 7 weeks and 4 quagmire-to-get-to-a-person phone calls.  I am bracing myself for the 5th quagmire phone call, but I will have to call again. @Dp128 please post your experience if you try to call about removing yours.

New Member

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2 Messages

@ATTHelp why is this so hard to do? Can you escalate this to your management?

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