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Aknight1001's profile

New Member

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2 Messages

Friday, March 17th, 2023 1:17 AM

Emergency Repair

I need to find out how to get an emergency repair on my fiber. The line got cut while fixing a drain outside. My problem is the line was literally 3 inches under the ground and not protected at all. I work from home and need the net to work and I don't have any time off I can take. They're telling me it'll be Monday afternoon and I can't wait that long.

ACE - Expert

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24.2K Messages

1 year ago

I doubt if AT&T has 24-hour emergency fiber repair for residential customers. Considering this is Thursday and they've given you a Monday service date is pretty good. Hopefully they won't reschedule you.

Former Employee

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22.2K Messages

1 year ago

Residential service, fiber or copper. Is entertainment not business account.

No emergency service, response time normally 2 to 7 days depending on work already taken, you receive next availability. 

Can use a hotspot, go to your company office, or have a redundant provider such as local cable company. 

If desire an account with an SLA (service level agreement) need to order dedicated business fiber, pricing starts around $500 per month for internet 10/10 connection with faster speeds at higher prices... therefore less expensive to have a second provider. 

New Member

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5 Messages

1 year ago

Yes, everything except for the line burial is top notch service. My line was barely buried yesterday and they cut the line for a different utility. I’m not optimistic about getting this resolved because of the dozens of other customers who have had damage happen during installation. 
I’m fairly sure there’s a fine for not calling before you dig. I’d rather have this resolved than have to report this but I’m getting passed around to different departments like a lot of other customers.

Former Employee

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22.2K Messages

1 year ago

@IT Yoda 

If a different utility line was cut or damaged, need to call that utility... example cable company... their work group will be responsible for repairing or replacing their line. They will then bill ATT for the damage claim.

I have created many damage claims over the years against the local cable company, power company,  landscapers, etc. where ATT copper or fiber facilities where damaged. 

To repeat if a local utility line was cut or damaged you contact that utility to initiate having that service restored. 

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