Underground pipes are clogged and need to be cleared before installation?

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
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by hwchin » Mon Dec 07, 2020 3:57 pm
I had an installation scheduled last week and some techs from AT&T came over but according to what they've told me, there were some pipes leading to my house that are clogged and required a dig before anything could happen. The technician told me they would submit a ticket to a 3rd party contractor to dig the pipes. A couple days later, I received a call from Sonic saying they heard back from AT&T and that the dig was completed.

I had another the installation rescheduled for today and when the AT&T technician came by, they told me once again that the pipes were still clogged and they couldn't do anything. The technician told me he would contact the people that performed the dig and have them come over within an hour to take another look before leaving. This was around 2 or so hours into the scheduled appointment. I waited til the end of the scheduled appointment and no one had shown up so I decided to call Sonic's customer support for a status update.

I couldn't hear the name of whoever answered my call but after I made my inquiry, I was told the exact same thing as the technician except this time, I was told that I would have to locate and call a contractor on my own to dig the pipes and have them cleared. Is this normal? Last time, the AT&T technician submitted a ticket to a contractor. Previously before that, when I attempted to have fiber internet from AT&T directly, AT&T took care of all that. I assumed it would be same since Sonic was partnering with AT&T.
by spencerw » Mon Dec 07, 2020 4:53 pm
We apologize for the delayed installation and confusion around getting the conduit unclogged. In some cases, AT&T does refuse conduit work and expects the home owner to complete it prior to the installation. In other cases, they are able to hire a 3rd party contractor to complete the work. The main issue in your case is the contradictory information we have received from AT&T so far. I am going to work with our team that handles AT&T digs and reach out to AT&T to get a definitive answer for you. As soon as we know the best way to proceed we will reach with an update.
Spencer W.
Community and Escalations Specialist
Sonic
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