New Member
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1 Message
Unburied cable
Got fiber optic cable 4+ weeks ago, at which time 150+ feet of cable was installed to run from the street junction box all the way around my house, through the back yard to the house connection on the other side of the house. 2 subcontractor employees came out last week and buried our next-door neighbor's line but not ours because, they said, that method did not take our inground sprinkler into account and going under our concrete driveway is better, they will have someone come out to 'repaint' and flag utility and irrigation lines and they should be able to come back and bury the wire by the weekend (this was Tuesday). Unfortunately this did not happen and the best AT&T service line can tell me is that they will put in a service request and that someone should call within 3 business days.
I really hope this will happen but I won't be surprised if I have to make another 40 minute phone call. I have spent over 2 hours on the phone in the past few weeks without a resolution. The exposed line is a safety hazard that family members have tripped over but no injuries...yet. I do not understand why ATT continues to promote fiber optic upgrades with no adequate means to complete the job within a reasonable time. I'm not a customer of the subcontractors but they apparently do not have sufficient incentive to value me as one on ATT's behalf.
Customer Service says that all I can do is to wait for the subcontractor to call. That does not make me feel like a valued customer.
ATTHelp
Community Support
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210.3K Messages
7 months ago
Let's get you pointed in the right direction, @loobert51!
Our Buried Wire Center team is equipped and ready to help with that exposed cable. They can be reached by calling 800-288-2020. To reach the BWC team, you'll need to provide your account number and say 'line is down' during your call.
Please feel free to reach back out if you need any help in the future. Thank you for contacting the AT&T Community Forums!
Lacey, AT&T Community Specialist
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Hazmaximus
New Member
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1 Message
3 months ago
My internet was installed in August and I've called and contacted support at least four times and each time they send someone to confirm the unburied cable and schedule someone to come bury the cable. It's now December and I have no doubt that cable will still be above ground by next year.
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DrRob1959
New Member
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2 Messages
2 months ago
I'm having the same experience as all other AT&T customers on this forum. AT&T installed the overground fiber optic line within 3 days, but AT&T takes no accountability for burying the wire afterward ('we have subcontractors who should do that, but sometimes they don't'). While AT&T has several different 1-800 numbers for customers to use (billing, tech support, buried wire center, risk management), all of those phone lines lead to India and Asia with very polite people unable to get my wire buried. I've offered to pay OOP for the wire to be buried, but AT&T says that's not possible. Four (4) very nice technicians have separately come to the house to confirm the wire is not yet buried. When they call the subcontractor to get me onto the schedule, there's no answer. When I offer to pay OOP for the line to be buried, they say that's not possible. The local AT&T manager doesn't answer his phone when the technicians call him. I can't cancel Xfinity until the AT&T fiber is buried for fear of breakage / interrupted internet service, so I'm paying for two internet providers simultaneously. These sorts of customer experiences, while common (and perhaps even 'the rule'), aren't depicted on AT&Ts fiber ads. "First-world problem" I suppose.
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tonydi
ACE - Guru
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9.9K Messages
2 months ago
Ridiculous, just ridiculous.
File an FCC Complaint.
Fill out the form HERE.
This will get the FCC to contact the AT&T Office of the President on your behalf. Once the OoP people get the notice they should respond to it within 24 hrs (sometimes even on weekends) and they may be able to get things done. Once you submit, make sure you're ready to get a call from a number that isn't familiar. If you miss it your chances of calling back and getting a successful result goes down.
Good luck!
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DrRob1959
New Member
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2 Messages
2 months ago
Thank you. That is very helpful. I will do so first thing in the morning.
Thanks for taking the time.
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BBHFO
New Member
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11 Messages
2 months ago
I am scheduled to have the AT&T guy tomorrow for my installation. I, too, plan on Xfinity along with the Fiber until I feel the bugs are wrung out. I do not want 100 plus feet of wire running from a pole, over my driveway, to my house. I do have a buried pipe, self installed, that contains my Comcast cable. I hope they can simply use that pipe.
I agree every major company in this country is "experiencing high levels of call volume"...but only because they don't want to pay to service their growing operations.
Someday we will be able to get strong wifi from a "box" on the pole (which should be underground here in South Florida !!!!) outside.
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