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2 Messages
Broken Sewer Line After Fiber Optic Work
A Comcast crew of about 8 people came to my house on November 9th to do some kind of upgrade for the fiber optics network which required jackhammering and digging near my sewer line at the end of my driveway. My toilet flooded on November 16th when my washing machine drained it's laundry water, and a plumber came out to inspect the issue on November 17th to find that the sewer line out of my house had become broken/disconnected from the main sewer line right at the spot where the Comcast crew was working. He is expecting the spot will have to be dug up again in order to fix the line and quoted me $4500 for the work.
I have a support ticket in for this issue already (expecting a call from Comcast about this sometime before 5PM November 19th according to the customer service rep that I talked to today) but I figured I would put the issue here as well since I saw others have posted about the same situation and they have gotten some feedback from customer service about resolving it.
Mainly I just want to make sure my support ticket is going in the right direction, and looking for guidance on what I can expect as an outcome here. (Like should I hire plumbers to fix the broken line and then ask for reimbursement? Or does Comcast prefer to arrange that themselves?)
CCJodie
Problem Solver
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1.3K Messages
2 years ago
@Lejano_Way Thanks for the post! Oh my! Very sorry to learn about the plumbing situation after a recent install in the area. We would be happy to look into that ticket for you to make sure someone reaches out. When it comes to the preference about getting it fixed by someone you find or someone we provide is not a big deal. We want to be sure you get the issue fixed as fast as you can since having a working plumbing system is super important to a home. Please send us a private message with your full name and service address.
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user_66d826
Visitor
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1 Message
2 years ago
In case anyone comes across this post in the future, I just want to share what I learned and what happened as I resolved this issue:
I had a plumber come out to diagnose the issue, once he confirmed that the fiber cable had pierced my sewer line he also told me that it was in a location on my property that is maintained by the city/county sewer service. I called the county sewer department and they had someone come out within an hour to take a look, and then he had a crew working on the sewer line an hour later as an emergency response activity (they said their policy was to work nonstop until we got sewer service in our house again). The County crew said that it would have been best to contact them first before private plumbers and that they could have diagnosed the issue without charge.
The county crew got the line unclogged but didn't completely fix the issue since they weren't authorized to work around the fiber cable. They got ahold of the contractors that Comcast used to lay the fiber cable (TAK Communications) and had them come back out to repair the sewer line the rest of the way by moving our sewer cleanout pipe so that the fiber cable could remain where it was. A representative from TAK Communications got ahold of me to reimburse me for the original plumbers fees, and perhaps they will refund us for a bush that they had to demolish in order to gain access to the sewer line.
Hopefully this helps someone in the future because this issue was a nightmare since I was dealing with a plumbing emergency and wasn't getting any useful communication from Comcast about what I should do, but I had to do something right away.
TLDR; if you have sewer issues after fiber cable work, call your county/city sewer service for advice first!
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