Temporary service line information

When they came to install new internet or phone service to your home, our technicians determined that a new service line was needed. This could be for a number of reasons:

• The old line was damaged or worn
• There is no line to your property
• You are having fiber internet installed, which requires a fiber-optic line to be connected
   

In order to get your new service up and running quickly, our technicians temporarily laid the line above ground until it can be buried.

Burying the line is a two-step process.

Step 1 – We will work with local utility companies to identify gas, electric and water lines that are already on your property. The existing utilities are marked with painted lines and flags to help our crew determine where they will bury the new wire. We'll also secure any required local permits.

• Please mark any underground sprinkler lines or electric fences on your property. 

Step 2 – Once the utilities are located, a licensed contractor will dig a trench and bury the line. 

• The technician will need access to the exterior of your building.
  
• Please keep pets inside or restrained outside, and unlock any gates.

• Please mark any buried sprinkler lines or electric fences.
• The technician will need access to the exterior of your building.
  
• Please keep pets inside or restrained outside.
• Please unlock any gates.
• You do not have to be present for this step, though the technician might need to call you if they have any questions.

No. You will only have to be home if you have locked gates or fences that would block access for the crew. 

A work ticket will be created for scheduling the installation. You can look at the ticket on our My Appointments tool. Look for Exposed Wire Status. 

If the temporary line has been damaged, chat with us to report the problem.

When you chat with the agent, you will be asked the following:

1. Your name and phone number
2. Your service address
3. Date the temporary line was installed
4. Status of the line:
   • Hazard or inconvenience?
   • Damaged or at risk of being damaged?
5. Any other relevant information

There are a few reasons why the temporary line burial could be delayed:

• Frozen or saturated ground
• Underground obstructions
• Permit delays
   

Rest assured we will get the line buried as soon as possible.