Digging Up Trouble

Well-meaning homeowners may envision gardens worthy of magazine spreads as they drive shovels, pickaxes or even backhoes into the ground prepping their properties for spring and summer.

After they hit an unknown object that might feel like a root, they may inspect the hole to discover a black plastic line or an orange plastic sheath nicked or even sliced in half in the soil. 

That’s when they realize they’ve just pulled up a shovelful of trouble.

As gardeners gear up for the oncoming growing season, United reminds members to call 811 before they dig to save not only their internet, but also to stay safe from buried electric service and other underground utilities. The service will locate buried underground utilities on the property, and it is free for all Texas residents.

Texas law requires homeowners or their contractors use the 811 service before any plans involving digging up the ground are put into motion. 

Cut fiber drops, also known as cut fiber optic cables, continued to be a problem for United in 2024. This damage can lead to severe internet connectivity issues, service interruptions, and costly repairs. 

As United’s high-speed internet expands, the problem compounds, said Patrick Fuller, United’s outside plant manager. In 2024, United saw between five and 30 cut fiber connections per week by members or their hired contractors. Members mistakenly cut more than 500 fiber drops last year alone, setting a new record. 

“Unfortunately, this is a problem that has not improved,”Fuller  said. “These drops are typically about six inches down. Sometimes they can be shallower due to obstacles like sprinkler systems or rock, and that can prevent us from getting to the desired depth.” 

Fiber-optic cables transmit data through light waves and are made of individual glass tubes, making them susceptible to even the slightest cut. A crew installs a fiber drop and tracer wire into the ground with a stitching machine during an installation.

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, he said. 

When a fiber drop is cut, it disrupts internet service, and, in most cases, a completely new fiber must be installed. During the repair process, businesses and individuals lose their connection, causing disruptions in productivity and operations.

In 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 and that helps offset some of the cost of repair from avoidable damage. 

“That $250 fee really is just a drop in the bucket for what the repair costs usually are for the co-op,” Fuller said. “We encourage members and contractors to please use the free 811 service to avoid problems and fees. We want to prevent the need for repairs altogether because we want our members to experience minimal disruption to their services.”

The damage isn’t just limited to fiber-optic lines, said Ed Nuñez, United’s manager of operations.

“We want all members and the general public to be safe and to be aware of potential hazards underground,” Nuñez said. “Calling 811 is critical to preventing damage and financial responsibilities for repairs. Not only can damaging electric infrastructure affect a home, a street or an entire neighborhood, it can also have a tremendous unintended impact on businesses, schools and hospitals. Accidentally cutting into underground power lines can be downright life-changing.” 

When using the 811 locating service, residents should provide advance notice of two working days and no more than 14 days. The number is available 24 hours a day, seven days a week, or they can visit the website at call811.com.  

Secondly, homeowners should become 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, stop and 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.