AT&T Holiday Deals & Gifts - Don't miss these holiday deals on the latest devices!
Need help connecting your router?
ATTU-verseCare's profile
Community Support

Community Support

 • 

6.7K Messages

Mon, May 23, 2016 9:00 PM

Exposed Line/ Wire - How To Report & Things To Know From AT&T

 

Note: Extreme weather or other factors can cause downed lines, including electrical lines. Always call your local authorities in an emergency situation. Never approach a downed wire yourself.

 

To report a unburied wire, exposed cable, or compromised man-hole covers both AT&T customers and non-customers can report it by calling here, 800.288.2020. If you are a DSL or U-verse customer, you may also report an un-buried wire or exposed cable using Live Chat support on our Support Center.

 

Please contact AT&T if:

  • More than two weeks have passed since AT&T performed initial work in your area or at your home, refer to the below section for more details
  • A cable providing service to a house is hanging low
  • AT&T owned equipment in your yard, street or neighborhood needs the attention of AT&T
  • A hazard is visibly present

Some utility companies mark or paint their lines. If the line is marked but does not say AT&T, please report the uncovered cable directly to that company.

 

During repair or new installation, cables are sometimes left unburied and above ground. Many factors can contribute to this including:

  • Obtaining necessary permits from local authorities – Not only can it take some time to get a permit, but the permit only allows for work on certain dates at certain times.
  • WeatherWeather conditions limit the times we can work. Rain, snow, and other intrusive weather conditions can cause delays. During winter months, the ground can freeze and burying the line cannot take place until the ground has thawed and is soft enough to work on.
  • Home Owner Associations – We work with the community to make sure we follow the HOA polices which may cause delays.
  • New Construction and Coordination of ContractorsGetting the line buried can involve multiple parties which could cause delays.

Your estimated completion date is a projection and may change. We will keep you updated should this occur. Winter weather can cause the promise date to be extended beyond our estimated two week time period. When spring arrives your appointment will be rescheduled to bury the cable. 

 

You may receive a text message alerting you of your new projected date should a change occur. If your mobile contact number is not listed on your account or you did not receive a text message, feel free to contact our bury team here: 800.288.2020.

 

FAQ:

  • What time will the crew be there to install it? Do I need to be home?
    • Our cable burial teams do not have set schedules
    • You do not need to be home for the crews to perform the cable burial service unless you have locked gates or fences that would prevent access to the cable.
  • What if I have a sprinkler system or invisible fence?
    • If you have a sprinkler system or invisible fence installed on your property, please indicate the locations of sprinkler heads or invisible fence devices with a visual aid such as a flag, cone or grass safe paint so we can plan a path to bury the cable accordingly
  • What damage will be done to my landscaping?
    • Our teams take special care not to damage your property when burying cables. If any landscaping damage is caused, we will ensure that your property is restored to its previous condition. If you do not see any action after 1 week or have questions, please reach out to us at
      1-800-246-8464: If you live in CA, NV, TX, MO, OK, KS, AR, IL, OH, IN, WI, MI
      1-877-737-2478: If you live in FL, GA, NC, SC, KY, LA, AL, MS, TN

 

Thanks

ATTJohnCS, AT&T Community Specialist

*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.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

4 Attachments

Accepted Solution

Official Solution

Community Support

 • 

6.7K Messages

6 years ago

Is your line still exposed? Check out the information above to resolve this. 

 

Thanks

ATTJohnCS, AT&T Community Specialist

(edited)

Contributor

 • 

1 Message

7 years ago

Our non-profit trails groups wants to construct a trail over an AT&T cable.  What are the design specifications?

 

 

Community Support

 • 

6.7K Messages

7 years ago

Hi @CityofCasper,

 

We are not positive on the exact design notifications, but when digging or building around a cable, you want to make sure that the structure is not over a utility property and that when digging, not to dig where utility lines exist. You can contact 811 to get utility lines marked.

 

-ATTU-verseCare

Contributor

 • 

1 Message

6 years ago

It doesn't seem anyone at the 800-637-2020 number knows how to go about requesting that lines be buried.  We are putting our electric line underground and need cable/phone to follow.  We are in Florida.  What is the process, cost and contact information to have this done.  I spent over 50 minutes on the phone today and was transferred eight times and got nowhere.  Awful "service."

Contributor

 • 

1 Message

6 years ago

I had Directv and AT&T installed at my new home last week and no one has arrived to bury the cables. Can someone assist me with this?

Contributor

 • 

2 Messages

6 years ago

in Carlsbad California, zip 92009 / Rancho Carrillo, there is a green plastic optical to copper junction box laying broken on its side... the street is Ranch Pancho. the map coordinates are Latitude 33.1170 | Longitude -117.2392.

 

Seems to have happened just this (april 12, 2017) evening.

Contributor

 • 

1 Message

6 years ago

ComEd has recently installed a new pole in my backyard and transferred over the power lines.  They now are stating that it is up to AT&T to transfer both the phone and cable lines to the new pole.  Once completed, AT&T will remove the old pole.

 

I am having a complete landscape remodeling this year and would like this work completed prior to the landscape installation.  How can I find out when the work will be completed?

 

Jim

Contributor

 • 

1 Message

6 years ago

In 2008 a wind storm snapped a utility pole in my back yard. The utility company (LG&E installed a new pole and move the electric services to that pole. Since this time AT&T has not moved their service. What is the process for getting this done?

Contributor

 • 

1 Message

6 years ago

Can someone please give me the number to the engineering dept. ? The fiber line to my house must have been cut during construction or the box outside my house is faulty. Its almost been 2 weeks and I still can't get an answer as to when things will be fixed. The only answer is that the engineering dept is working on it. I work from home and this is hurting my income. It's also unacceptable that no one can give me a real answer. It's starting to get to the point I don't know if AT&T is worth the bad service.

Contributor

 • 

1 Message

6 years ago

I have ATT feeder wires hanging in my untrimmed bushes.  After a lot of grief ATT finally installed two new poles, and all wires have been transferred FROM ONE pole from only.  Duke Power finally moved their wires to the second new pole only after I went on social media , but ATT ignores my requests to move their wires and has no social media links. Since these lines are not for my individual phone service, the Construction Division is involved and has no contact info. So after 18 months I'm still in the same boat:  unable to trim my bushes

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.