I had a terrible experience with getting my Fiber Optic Line buried. First I got the usual text message from AT&T stating that they would send someone to bury the cable by 6/28/19. I call them up on 6/28/19 at 4:45pm and ask about the status with burying my cable. I'm told that I should wait 15 minutes and call back if no one shows up. Now I've already gone through the hassle of trying to get to the right department with the way their phone system handles calls and it took me at least 20 minutes just to figure out how to get to the right person to talk with. In any case, I just go with it and call back after 15 minutes has passed. The second person I talked to explained that the date they gave me was to "bury the main line" leading to my box. Not necessarily the line in my back yard. She then told me that the line in my yard should be buried in the next few days. Two days later on 6/30/19 I get a text at 11PM at night! The contractor that is suppose to bury the cable asks that I leave the gate open during the day so he can bury the cable. I'm just happy at this point that the cable is going to be buried and reply that it will be unlocked. Well a couple days go by and the cable still has not be buried. I text him asking what day he's planning to bury the cable and he says "Today". Well sure enough, he comes by while I'm at work and buries the cable. I wasn't told anything from him. A simple text like "Buried the cable" or "The work has been completed" would have gone a long way. Instead, I get home and try to figure out if he's actually been there. I can see that a cable had been dug but the old cable is still hooked up and laying in my yard. I was told that after he had buried the cable that he would put in an order to have someone hook the new wire up. Instead I found out today that an order has not been placed. My understanding is that AT&T contracts out the burying of the cable but this is not an acceptable way to do business!
I understand how frustrating that can be, let's see what we can do address your issue. Have you already called anyone to have your wire hooked up to your house after the cable has been buried? Please let us know.
Mihai AT&T Community Specialist
Need help? Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Yes, I did call someone immediately after writing this post. I was told the soonest anyone could be there to finish switching the cable over would be a week out! So yesterday 7/17/19 they switched the cable over and removed the line running across the yard while I was at work. When I got back home the internet wouldn’t work and the broadband light kept flashing red. Called AT&T again and was told the soonest they could fix it would be Friday evening! At this point if it’s not fixed by Friday, I plan to just cancel this service and switch to another provider.
Update 7/19/2019: The technician arrived about an hour early and was able to change out my fiber optic box, possibly due to a shortage caused by how it was initially setup. I’d like to thank Lovely with AT&T for her help getting someone out and Danny for finding a solution. This issue has been resolved!