ATT 3rd Party Company broke my main water pipe when burrying cable. Need Help on Resolution!

[ATTU-verseCare]

 PROPERTY DAMAGE CLAIMS

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 Helpful information for Property Claims with AT&T

Accidents happen, and we apologize for any inconvenience you may be experiencing. Whether you need to track a claim filed by an AT&T representative or file a new claim, we’ve got you covered.

Claim Information

AT&T claims are handled through Sedgwick, our claims administrator. 

Note: If human life, health, or safety is threatened by damage to electrical, water, or sewer lines, to help mitigate your damages call your local electrical company or a local plumber to help you with the immediate problem.

Once a claim has been filed, Sedgwick will provide a claims administrator who will contact you, document the damages, and visit the damaged site to complete an assessment. Once the assessment is complete, they will provide you with the final assessment and information.

File a new claim

If you need to file a new claim, have the following information available:

• Location – The physical address or GPS coordinates for the location where damage occurred.
• Photos – Include close-ups and wide views of the area damaged. If possible, include photos of the person, vehicle, or equipment that caused the damage. Photos can be from cameras, cell phones, or other devices.

Once you have the information together, call the Claim Center at 800.894.0374.

Once the administrator receives the information, they will assign it to a claims examiner. The examiner will generally contact you within 3-5 business days to discuss the report and get additional information.

Track an existing claim

If an AT&T representative has given you a claim number and you haven’t heard anything in 24 hours, or you’ve already filed a claim and want to follow up, call 855.462.6537 to check the status.

David, AT&T Community Specialist

[ATTU-verseCare · Accepted solution]

Helpful information for Property Claims with AT&T

Accidents happen, and we apologize for any inconvenience you may be experiencing. Whether you need to track a claim filed by an AT&T representative or file a new claim, we’ve got you covered.

Claim Information

AT&T claims are handled through Sedgwick, our claims administrator. Claims are filed by:

• AT&T employees – If an AT&T employee comes across a situation that they believe needs addressing, they file a claim directly and provide you with a claim number for follow-up.
• Property owner/customer – Property owners can file claims directly through the Claim center.

Note: If human life, health, or safety is threatened by damage to electrical, water, or sewer lines, to help mitigate your damages call your local electrical company or a local plumber to help you with the immediate problem.

Once a claim has been filed, Sedgwick will provide a claims administrator who will contact you, document the damages, and visit the damaged site to complete an assessment. Once the assessment is complete, they will provide you with the final assessment and information.

Note: The Claims Center and Sedgwick do not handle claims for lawn claims and repair, but they can provide you with correct information for reporting issues.

File a new claim

If you need to file a new claim, have the following information available:

Location – The physical address or GPS coordinates for the location where damage occurred.

Photos – Include close-ups and wide views of the area damaged. If possible, include photos of the person, vehicle, or equipment that caused the damage. Photos can be from cameras, cell phones, or other devices.

Once you have the information together, call the Claim Center at 800.894.0374. A representative will:

• Document your information
• Assign you a claim number
• Forward the claim to our claims administrator

Once the administrator receives the information, they will assign it to a claims examiner. The examiner will generally contact you within 3-5 business days to discuss the report and get additional information.

The claims examiner will:

• ask you questions about the damage
• provide you with a location to send your photos
• request you get an estimate for site repairs
• come to your property to complete the claims process.

Track an existing claim

If an AT&T representative has given you a claim number and you haven’t heard anything in 24 hours, or you’ve already filed a claim and want to follow up, call 855.462.6537 to check the status.

[Blablabla10000]

I sent in the email below couple of weeks ago but never heard back. It is hilarious how discombobulated the system is there. I have been passed from person to person, department to department so many times now that I am finding it comical. At this point, I'm just following through with what each person is telling me to do just to see where I will end up. The person who is going to respond to this message will be the 11th person to interact with me regarding this one issue. I am curious to see what you will have to say. I am guessing it's something to the point of "let me connect you to the person who can help you." By the way, I never complain about stuff like this. I was just trying to remedy what I thought was well within my rights. I was not expecting this experience that sheds a light on what happens when a company grows so large and can't get it together. To whom it may concern, Please forward the information below to the appropriate personals/departments. We had the dish installed on the 20th of August. On that day, the technician Spencer F  accidentally drilled a hole through our electrical wire, causing us to lose electricity to the living room, dining room, and part of the basement. The technician and his superior told us that we should get it repaired, then submit the receipt for the repair to Direct TV to get reimbursed. This took place on Saturday. On Monday, we called Direct TV to inquire about this and this time was told that Direct TV will be sending out a technician and will be contacting us. At the end of the following week, roughly 2 weeks after the incident, we received a letter telling us that we need to send in a repair estimate with all of the information listed below. Needless to say, we rolled our eyes and called the electrician to get it repaired asap. We were not about to wait until the estimate gets approved by Direct TV. Obviously, Direct TV does not have a unified system that everyone adheres to. We the consumer is being pushed around to different departments, given different answers each time, waiting for the problem to be resolved. I understand mistakes happen. That is why we did not give a hard time to the technician, nor the people who were assisting us over the phone. However, it was very frustrating having to deal with a discombobulated system on top of having no electricity in half of the first floor for over two weeks. A proper organization would have followed through to the end if they damaged someone’s home. Instead, Direct TV kept giving us false information/promises and expected us to do all the work. It is not about making mistakes. It is about how you, the company handle the mistakes. I hope this information was helpful in illuminating some issues in your system. Best regards, Ken O At and T Claim:   Technician: Spencer F  Tech# Supervisor: Lee - phone # -   Main office:   Date of Damage: 8/20/2016 Incident: The technician drilled a hole from the outside to put the wire through and drilled into an electric wire that supplies electricity to the living room, dining room, and part of the basement. Professional repair cost: $100  [edited for privacy – please do not post personal information]

[Blankdj]

I am wondering who to call about att destroying part of my yard. They came out to "fix" cable & said they needed to dig a hole to fix the cable. I agreed to let them since they said they would fix it back up so it looked like the yard prior to digging the hole. Apparently, that means leaving a 4 foot circle of loose dirt and rock in my yard.

How do I get this fixed?

[Taylorfamily16]

Uverse digging began at my house the week prior to Christmas. I went out of town to return to a destroyed lawn and cracked drive way. Who can I contact ASAP about remedying this?

[Genotfor3]

Our yards have been trashed and left unattended with no hazard cones, ropes or flags of any sort. What are they running and are they going to fix and finish leaving Lafayette, LA residence Happy whether or not we are fiber customers now or in the future? We are very upset and I have been a customer on mobile since the Cingular Wireless days. Please reply with a solution?

[eazyace]

Hello All,

I am hoping you all could give me a hand on how to get a resolution to my problem. I ordered Uverse and on October 26 some 3rd party technicians came to burry my cable. In the process of burrying the cable one of them struck my main water line and water was gushing out. Luckly I was able to find a T tool to close my water line and prevent further damages.

The technicians told me to call send the water line fix to att as they would pay for the damages. I have been in contact with Sedgwick for months trying to recover my funds. Sedgwick rep is horrible and never answers my emails or phone calls. Last email I received stated that my claim was going to denial because ATT does not have any records of a thrid party coming to burry my cable.

On the day of the event I called att and asked them what to do as well and they also stated to pay for the plumbing and send them the bill. I have not been able to get a hold of anyone on the ATT side. How else can I communicate to att and to Sedgwick to get my money back?

Help?

Jose

[ATTCares]

Hi @eazyace,

We apologize about the issues. When it comes to any claims, we do go through a 3rd party company. If you are having problems getting someone to communicate to you, please send us a detailed message by clicking here. Provide your name, 9 digit U-verse account number if you have one or address, claim number, and phone number. We will reach out to sedgwick

-ATTU-verseCare

[eazyace]

Thanks for reaching out. I hope that I am able to find a resolution soon even if I had to go through all this extra effor to post my issues.

Jose

[Blablabla10000]

I'm sorry to hear your issue. I had a similar problem where a technician drilled a hole in the wall and ripped one of the main electrical line. It took me many many phone calls to get reimbursed three months later. They should send you a letter with the instruction. But it will take a while for you to get reimbursed. In my case each person on the phone told me different things so it took even longer. You will not get any kind of compensation for your lost time or effort. They will keep on passing you on to different departments. After few tries, I realized they were all passing me around. I suspect that is their strategy to avoid any compensation. At and T is a corporation that does not care about the customers. I will be switching service soon.

[buttercup6006]

Thanks so much for the information and link to the page. It seems that we have come down to the judgement of whether or not the ATT router is ATT equipment or not? I did get the run around early on in my pursuit of resolution but finally got the number to Sedgewick. I have had numerous emails with them and the President's office. I submitted what I considered as adequate information that damage was done. Sedgewick does admit that there was a surge on the internet line but that no ATT equipment was damaged just our equipment.Sedgewick keeps saying give us evidence (I sent pictures and documentation). I do not know what else to send them and after I asked they didn't respond. They keep telling me the case is denied and is closed unless we submit additional evidence. They say that "in our case no ATT equipment was damaged (What do you call an ATT router?)" The fact is that our service was interupted and was not restored until the repairman 1. repaired the box on the house and grounded it, 2. repaired the box at the road 3. replaced the damaged ATT router. I know no other way to support the fact that the ATT equipment was damaged in addition to our TV, computers etc by the surge. Any suggestions will be appreciated.

[Cddab1]

They busted up our cable box on the outside of our house and just left. Now it is all hanging loose and can't find who to contact about this. IHSC is an AT&T contractor.

[WrongStop]

I've been trying to reach someone to file a damage claim for a month now. I am not a current DirectTV customer and damage to my roof/property was caused by a technician at the wrong place. He would not identify himself or give his badge number but I got his photo, and a photo of his ATT truck and license plate. Last month forum response said to send private message to ATTDirectTVcare for assistance. I sent private message and their response was to begin the process of clicking on their website to file a claim through their carrier Sedgwick. That process has taken me over the past month to DirectTV tech support-ATT support-DirectTV again-Sedgwick-DirectTV again-back to this original forum. Sedgwick says they aren't the carrier for property damage, only the carrier for HR issues and they don't know who the carrier is for property damage. No one has had a resolution. No one had a way for me to speak with a manager. No one will advise how to reach the DirectTV corporate offices. No one knows how to file a claim. What does it take to reach someone in authority who can handle the filing of my claim and does anyone have good contact information for this group?

[Smithm7]

I am currently not an AT&T customer. AT&T is putting in fiber in my subdivision and digging up my lawn. There are areas where I can see already that the lawn is not going to come back. In addition, an area where I have ornamental rocks has have half the rocks buried in the dirt. Who do I contact to address these issues?

[david4511]

AT&T installed cable in our neighborhood recently and the lawn irrigation system now has a leak adjacent to the cable box where they dug for the line.  I want it fixed, but calling customer service only gets us through repeated call transfers and sales stuff.  Please advise the process for repair. And I do not want to hear the usual malarkey about the "subcontractor" being at fault.  It is AT&T's subcontractor, not ours, and AT&T is responsible for damages caused by its employees and subcontractors.  Thank you.