Don't Cut The Line

The warm weather draws them outside. As temperatures climb and growing season commences, well-meaning homeowners drive spades,  shovels  or even backhoes into the ground as they actualize their plans for improving curb appeal to their properties.

Sometimes, rather than excavating only the dark soil of their lawns, a black plastic cord or an orange sheath appears. It’s then that they often realize they’ve just pulled up a shovel full of trouble.

Cut fiber drops, also known as cut fiber optic cables, became a serious problem to contend with for  United in 2022. These damages, whether accidental or intentional, can lead to severe internet connectivity issues, service interruptions, and costly repairs. With the increasing demand for United’s high-speed internet services, cut fiber drops are becoming a more common occurrence than what was originally expected. In 2022, United saw upwards of 35-40 cut fiber connections per week by members or their hired contractors.

A cut fiber drop happens when a fiber optic cable is severed, either partially or entirely. These cables transmit data through the light waves and are made of individual glass tubes, making them susceptible to even the slightest cut. The primary causes of fiber drop damage include construction, members digging in their yards or flower beds, animal damage, or contractor work, such as a new patio or pool installation. Per industry standards, fiber-optic cables are buried in the ground 6 to 8 inches in total depth, making them easily susceptible to damage from home improvement projects. When a fiber drop is cut, it disrupts internet service, and a completely brand-new fiber must be installed. During this period, businesses and individuals lose their connection, causing severe disruptions in productivity and operations.

United members can take  several steps to prevent cut fiber drops. First and foremost, always call 811 before you dig. Before any plans involving digging up the ground are put into motion, United members must first remember to call 811 to locate buried underground utilities. The location service is free for all Texas residents.

Residents need to provide advance notice of two working days and no more than 14 days. 811 is available 24 hours a day, 7 days a week. Residents can call or visit the website at call811.com.  

Secondly, be aware of where the fiber cables run on the premises, and avoid drilling or digging in these areas. If any loose fiber cables or potential hazards appear, alert United immediately.  

Finally, make sure that anyone working on your premises is aware of the fiber cables and takes the necessary precautions to prevent any accidental damage.

Beginning in January 2023, United began charging members $250 if they or their hired contractor failed to call 811 before any digging project, and the project resulted in a fiber cut. The $250 charge for cut fiber drops is a necessary measure that protects both the member and United that helps offset the cost of repair from avoidable damage. At the pace that United was making these repairs, United estimated nearly $300,000 in maintenance fees for repairing the fiber. By introducing the $250 charge, it encourages members and contractors to use more caution, ultimately preventing the need for repairs altogether. The charge also enables United to provide the necessary maintenance and repairs required to keep their network operational, ensuring that customers experience minimal disruption to their services.

Members and their contractors should always save their 811 locate reference number for tracking  purposes in the event a fiber-optic line is cut. Should a homeowner or contractor call 811 for locates prior to the project’s beginning (as the law requires) and fiber-optic cable still gets damaged during the process, homeowners can provide United with the 811 reference number, and United will NOT charge members the $250 fiber damages fee. If members need help finding their ticket number, members can search the 811 website by visiting, texas811.org/form/ticket-search. United will also utilize this site to verify if an 811 ticket was established before the work began.

Cut fiber drops are a problem that requires the cooperation of everyone involved in the service delivery chain. By working together, United and its membership can prevent the headache that cut fiber drops bring and ensure that internet connectivity is accessible and reliable for everyone.