Fiber Cable Repair

I am considering switching to another provider because I work from home and rely on my internet service. 

If you WFH you need more than a residential Fiber solution with no SLA if you rely on having Internet for your job. You should have a backup Internet service.

I have AT&T Fiber & Comcast Fiber is my backup. My AT&T Fiber has never failed while my Comcast fails usually 1 time per month. They are often short outages less than 10 minutes.

What does the following web page show: https://www.att.com/outages (general information for your Zipcode). If you click on the Sign in link on the top right side of the page you should get specific details for your AT&T Account.

Dave

Hey Dave, I've got other options, it's not the only problem. Everything's connected to the internet these days. My question is, can the fiber cable actually be fixed? If you have an answer to that and the usual ETR, that would be great if not I will wait to see if anyone has had success. Thanks!

My question is, can the fiber cable actually be fixed?

Yes outages are fixed everyday why can't you answer the question about the Outage information?

The issue could be on your property, next house down, around the corner or even a larger outage. Do you have overhead or buried utilities?

On property Fiber damaged cables are normally replaced in 2-3 business days. The further away the larger number of customers impacted all the way to a major Fiber bundle cut where a very large team is required to splice.

Dave

Are you part of a known outage?

Do you have an ideal of the cause of the outage such as natural disaster like hurricane, tornado, wild fire, bombing, etc. In these situations priority is for business services with SLAs, while residential service will wait… depending on the cause and safety for crews could be on week to months. 

If the outage is local such as someone digging cut the fiber line, affecting say 2 city blocks… still have same issues but not as many affected thus expect a quicker turn around time. If more digging is required, that work is contracted out to someone local, if permit(s) are required before digging adds to delay plus 811 has to be contacted and arrive to mark other utility lines before repairs can began. 

If fiber on poles, and pole(s) damaged requiring replacement before work can proceed, most pole replacement is performed by power companies, not ATT.

edit,… to answer the question the fiber may be fixed or replaced depending on issue.

It is an acknowledged outage. When I called, I was informed that it is now a group ticket affecting a small area in the neighborhood. They did not disclose whether the fiber cable is cut or what the actual issue is with the cable, nor if the cable is above ground. AT&T is not providing that information, which is another concern. There are no problems with my equipment, and all the tests have been conducted.

They did not disclose whether the fiber cable is cut or what the actual issue is with the cable, nor if the cable is above ground. AT&T is not providing that information, which is another concern. 

Let's start with something easy. Do you have utility poles in your yard, Green pedestals or ground level boxes (handholes)? Most overhead issues are do to tree limb damage. Underground is frequently landscape digging without using a marking service.

What is your concern about AT&T not sharing with you exactly what is wrong? I would be worried about when service is anticipated to be restored. The people that are making repairs are just not notifying a remote call center with status.

Dave

With respect to the recent utility issue, I would like to clarify that the problem is not within the immediate vicinity of my residence but rather further down the street. Our neighborhood is equipped with both utility poles and green boxes.

Furthermore, I have concerns regarding the duration of the repair and the specific nature of the issue. In my opinion, a repair of this nature should not exceed two to three days. I kindly request that these concerns be addressed promptly.

I kindly request that these concerns be addressed promptly.

You are aware that these forums are for peer to peer communications by and for customers and not a formal AT&T Support tool? @ATTHelp may stop by and offer you a set of links to communicate through official support offerings.

In my opinion, a repair of this nature should not exceed two to three days.

Since we don't know exactly what the issue is concerning this outage it is hard to determine if a 2-3 day recovery time is reasonable.

Dave