Cleveland Utilities Addresses Fiber Project Construction Challenges and AT&T/Spectrum Internet Service Disruptions

Cleveland Utilities (CU) believes in being open and transparent with its customer base and wants to communicate an important update regarding challenges the utility has and continues to face during its ongoing fiber project. CU’s commitment to its customers remains steadfast, and the utility recognizes the importance of sharing details and facts, so customers are informed.

During the ongoing construction phase of the fiber buildout, CU's contractors have inadvertently dug into AT&T and Spectrum lines which led to temporary disruptions in internet service for some households. Unfortunately, despite CU adhering to all necessary protocols and placing requisite one-call requests, these providers have repeatedly not marked their service drops, resulting in unmarked facilities being affected.

Cleveland Utilities has received numerous calls from impacted customers when these occurrences happen, and while CU is not liable or financially responsible for damages occurring to unmarked lines, CU’s staff is actively trying their absolute best to help customers get their issues resolved. They have been reaching out to the appropriate provider to alert them of the incidents and working on behalf of the customer in an effort to get their services restored as quickly as possible.

Additionally, Cleveland Utilities strongly recommends for customers of AT&T and Spectrum to contact them and encourage the marking of their facilities. The action of these companies marking their lines will ensure their facilities are correctly identified to help prevent future occurrences of disruptions. A clear indication that a customer’s service line has been marked is the appearance of orange paint, leading from the curb to the home. 

Cleveland Utilities wants customers to know they are being proactive in this respect and are marking their facilities. This is CU’s commitment to help ensure their customers do not experience disruptions caused by unmarked lines. By increasing awareness and encouraging all service providers to mark their facilities, we can help protect our community’s services to have reliable utility access. By working together, we can all help alleviate these issues. 

In a recent development, one of AT&T's primary fiber lines was accidentally hit due to not being marked, and when they were unable to deploy repair resources promptly, CU’s contractor stepped in to assist AT&T with their repairs. This effort displays CU’s dedication and exemplifies CU as a cooperative partner in this process. 

“Our customers rely on internet service for countless essential activities, and being without it can be incredibly frustrating," said Tim O. Henderson, President/CEO of Cleveland Utilities. “It's always our desire for customers’ utility services, from all providers, to be uninterrupted and accessible. We sincerely regret this is happening, but we want our customers to know we are doing everything possible to ensure this project is performed with excellence.” Cleveland Utilities ensures strict adherence to all state and federal regulations, maintaining the highest standards for quality and safety throughout its fiber project execution.

Cleveland Utilities truly appreciates the ongoing patience and understanding of customers as these challenges are encountered. Our goal is to minimize disruptions as much as possible during this process. CU remains focused on delivering exceptional utility services, including a robust fiber infrastructure, which will benefit the community moving forward. 

Any updates or developments will be communicated. For further inquiries or more information, please contact 423-472-4521. Stay connected by following us on Facebook, Instagram, and YouTube. 

Thank you for your continued support and trust in Cleveland Utilities.