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Cable burial potentially affected Bell phone line service. How to proceed with phone line burial?

SL1930
I'm Here A Lot

Cable burial request was put in on June 2018 and after 4 calls, finally after almost a year, we got Rogers to come and bury the cable along the centre dividing bricks between the asphalt driveways with our neighbour. 

The cable and bell box are on the side of the garage alongside this driveway division between us and the neighbours. 

 

Everything seemed fine after the burial, Rogers service was intact until we tried to use the Bell landline and had no dial tone. Called up Bell and now they ran a temporary overhead line from 7 houses down for us and said they will work on burial later. 

 

However, I think the issue is that both cable and phone line are run along the same path. That's the only explanation that Rogers burial disrupted Bell service for us. Wouldn't we run into the same issue again when Bell does their own burial? 

 

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16 REPLIES 16

Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

57
Resident Expert
Resident Expert

Sorry to hear about your problems, however, I have a question: Why would you have two providers?  Rogers can easily provide you with a "landline" and your cost will likely go down with a Rogers bundle for all your services?

 

It certainly is possible that you will have another issue with Bell's install, however, I would never have called Bell first. I would have called Rogers first since it's highly likely that their install cause the problem with the landline. Perhaps the installers (outside technicians for Rogers) thought you were going with Rogers for all your services and didn't take any care with the Bell line...



Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

Datalink
Resident Expert
Resident Expert

Before the line was buried, there should have been a locate service completed to determine where any other services are buried.  Those services should have been marked with various flag colours denoting which service was which.  In theory, with the locate service done, this should not have happened.  Fwiw, the cable burial isn't very deep, maybe three to four inches, if that.  Don't know what the spec calls for, but every rogers cable burial we've had has been very shallow.  We're in a similar situation, with both Bell and Rogers local taps located just off of our driveway. 



Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

Pauly
Resident Expert
Resident Expert

@57 wrote:

I have a question: Why would you have two providers?  Rogers can easily provide you with a "landline" and your cost will likely go down with a Rogers bundle for all your services?


Some people prefer to have different providers as separate services.  When I was young and living with my parents, I ordered internet under my own name and bill so I could be responsible for paying for the service on my own, it taught me a lot and since it was under my own name it did not interfere with my parents bills or accounts in any way.



Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

Pauly
Resident Expert
Resident Expert

I have seen this happen in the past where one service provider accidentally damages the other service providers cable.  Some people claim its done on purpose to sabotage the competing providers infrastructure, all I can say is in most cases the ground crews who do the line replacements can and often have contracts with Both local providers so they are not doing any good by doing that since they are neutral / non partisan.  Anyways yes it does happen to phone and cable but there's times it does not happen and the competitors line is NOT damaged. All you need to understand is accidents happen, simply call the affected provide and they will deal with it, if they want to know more, the two providers can deal with each other on their own time if they want to argue about blame and there should be no need for you to get involved in that dispute



Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

SL1930
I'm Here A Lot

We currently have both services mainly because there is a senior in the household and the Bell landline is there for reliable calling and medical alert system. As this is close to a 30 year old neighbourhood, the highest speed for Bell Internet is offered at 50/10. We went with Rogers cable for faster speed and also in this case, not to put all eggs in one basket.

When the burial company called to ask for permission to cut a slit along the driveway to run the line. I saw the cut and it was quite shallow like at most 2-3 inches deep. I have a feeling this didn't damage the Bell cable and it's probably along the sidewalk and down the path to the cable box somewhere.
The Bell phone box is actually the same direction down the sidewalk as the Rogers green box.

Do I notify Bell that they need to be careful when they do the burial for the phone line as it seems like both Rogers/Bell cables are running down the same path?
How do I get both companies to communicate with each other so we don't end up in this teeter totter scenario of having one or the other service under the ground?

Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

@SL1930 was there a service location completed prior to the cable burial?  You would know that by seeing the underground service flags which denote the various service types, including underground power, and any other cable type which runs in proximity to the Rogers cable.  That service location is required to bury any cable underground and should prevent this type of occurrence. Even if you didn't see the contracted tech conduct the locate service, you should have seen the results of completed survey (short flags denoting the service type).

 

If you're in Ontario, thats done thru Ontario One Call:   https://www.on1call.com/homeowners/

 

Rogers should have requested the service locate prior to the cable burial.  Bell should have to request it as well.  Normally, with the service locate completed, there shouldn't be any issue burying additional cables along an existing cable path.  The burial crew should be well aware of the existing services with the service location flags in place, so you shouldn't have to go thru any extraordinary measures to warn incoming burial crews.  I'm just wondering if that service location was completed in your case, and if so, what went wrong?  



Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

I honestly did not see service flags anywhere and wasn't aware that it had to be done. 

I assumed the burial service knew and had devices to check wiring under the ground. 

 

The sequence went as follow:

I called on May 14 to inquire about the burial status as it's been almost a year since the work order was put in. 

The response I received is that the order has been given to the contracting company and permit seems to be completed already. However the Rogers rep cannot tell me when it will be done, rough estimate was 1.5 months.

I voiced that it is unacceptable to have to wait over a year to have the burial completed when other surrounding burials are already completed and we were all disconnected by the city around the same time frame. The rep sent an email to the burial company to have them contact me directly regarding scheduling the burial. 

 

May 15th, I received a call from burial company asking for permission to cut into driveway to run the cable. Permission given, they said it will be completed next morning. 

 

May 16th, before I had a chance to a car on the driveway away from the neighbour side, the burial company employee was already done laying the new cable from the tap off the garage towards the sidewalk. At that point, I did not really notice any flags anywhere. I had to go to work so I did not see the completion of it all, but was able to confirm at work that Internet was still working properly. However by mid afternoon, I was notified that there was no longer any dial tone from Bell landline, called Bell for technician that came by 2 hours later who had to run a temporary cable and cut off the original cable coming from under the ground. 

Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

If Bell restores their service and doesn't fuss about the cost, then the problem amounts to an unnecessary inconvenience to say the least.  But, if Bell tries to recover the cost of the line burial thru you, then this becomes a problem.  Bell should be chasing Rogers for the cost of burying a new cable.  

 

As for the service location, as far as I'm aware, this is done by a separate company, but, don't quote me on that one.  Maybe companies such as Rogers or Bell have their own techs who are equipped, trained and authorized for detecting underground services prior to any new underground installations?  



Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

I was told of no cost in the burial of the new cable from Bell. 
When they will do it is another mystery question and I sure hope it is not going to take a year like Rogers. 

 

The issue that I don't want to run into is losing Rogers cable when they do the burial. 

Do I notify Bell that potentially the wiring are going down the same path and in past experience, it has been disrupted through burial? 

Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

57
Resident Expert
Resident Expert

@Datalink wrote:

@SL1930 was there a service location completed prior to the cable burial? 


Service locations are probably not done when installing a Rogers Cable only a few inches below the surface.  They don't need to worry about Water, Sewer, Gas, etc, which are much lower.  They should know enough to check for phone (either themselves, or by calling Bell), especially if they are warned ahead of time.  You'd think that they would know all this, but contractors aren't always the sharpest knives in the drawer.



Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

SL1930
I'm Here A Lot

I called Bell and asked when is the scheduled burial. They gave me the date and it's in 2 weeks. 

Quite the difference in speed compared to Rogers. 

 

Anyways, I made them aware that it seems like this is going to be a teeter totter thing with cable burial and the proximity of the 2 services to the house. They have made a note of that in the file, but their best suggestion is for me to contact Rogers. Let them know what happened and that they need to come back and put markings/flags where the Rogers cable is buried so that when Bell tech comes to do the burial. They do not disturb Rogers service. 

 

I am planning to give Rogers a call tomorrow, but I saw a previous reply saying that the locate should be done by 

https://www.on1call.com/

If that's the case, do I still need to ask Rogers to indicate where the cable is underground?

Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

Zerolight
I've Been Around

Yeah i had my cable buried and just the day after i notice two of my neighbors now have temporary lines installed since i think they cut their cables while burying mine. the temporary cables were annoying since they can't bury in winter and i am worried this is gonna be a cycle. The contractors were just using a saw i think to cut the ground and then buried a cable but not sure if they would notice you cut someone else cable but i did find the cut end sticking out of the lawn, so i assume they probably noticed but ignored it. As for bell they seem to bury in center of the driveways on my block instead of end of driveway now for fiber.

 

I did recall someone that seemed to be using a tool to measure the ground, probably to let them know where they are post to dig till and safety and then rogers burial team schedules a team to bury it (sometimes can be a mess and you have to call a technician to schedule it)

Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

OLDYELLR
I'm a Senior Advisor

I'm in a similar situation and this thread looks like the appropriate one where to comment.

I have Rogers Cable and my internet and home phone are provided by Execulink, my local ISP. Execulink is switching to fibre in my area, which I signed up for. Weber, the contractor for Execulink, has been working in the subdivision all summer and there have been a couple interruptions in my Rogers cable. On August 30th I had my fibre hooked up and it's great and actually cheaper than my previous VDSL.  Then, a week ago, my neighbour had his fibre installed and that's when I lost my Rogers cable. Once I decided this was not just a temporary interruption I called Rogers and a tech came out the next day. He confirmed the cable was cut and tried to find it where the fibre contractor had been working and the lines might have crossed. After some digging he found the 2 fibre conduits, but not the severed cable. Considering a house up the road had had their cable cut in 4 places by the fibre contractor, he wasn't going to dig up the whole front yard and hung a temp line from the pole.

 

So here are my questions:  How come these contractors don't get locates before digging, trenching or tunneling?  A lot of locates were marked during the summer, but with grass being cut, etc, they disappear. How long does  it take to bury a new cable? I'm not aware that a ticket was created. I'm actually dreading that the Rogers contractor might cut my fibre.  They don't seem to care about locating anymore. And who is responsible for all the extra work, or do they just write it off as the cost of doing business?


Rogers PayGo. Location: S-W Ontario

Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial


@OLDYELLR wrote:

I'm in a similar situation and this thread looks like the appropriate one where to comment.

I have Rogers Cable and my internet and home phone are provided by Execulink, my local ISP. Execulink is switching to fibre in my area, which I signed up for. Weber, the contractor for Execulink, has been working in the subdivision all summer and there have been a couple interruptions in my Rogers cable. On August 30th I had my fibre hooked up and it's great and actually cheaper than my previous VDSL.  Then, a week ago, my neighbour had his fibre installed and that's when I lost my Rogers cable. Once I decided this was not just a temporary interruption I called Rogers and a tech came out the next day. He confirmed the cable was cut and tried to find it where the fibre contractor had been working and the lines might have crossed. After some digging he found the 2 fibre conduits, but not the severed cable. Considering a house up the road had had their cable cut in 4 places by the fibre contractor, he wasn't going to dig up the whole front yard and hung a temp line from the pole.

 

So here are my questions:  How come these contractors don't get locates before digging, trenching or tunneling?  A lot of locates were marked during the summer, but with grass being cut, etc, they disappear. How long does  it take to bury a new cable? I'm not aware that a ticket was created. I'm actually dreading that the Rogers contractor might cut my fibre.  They don't seem to care about locating anymore. And who is responsible for all the extra work, or do they just write it off as the cost of doing business?


*Update on my part*
Bell ran a temporary line, they were able to run another cable underground within 2 weeks(when I told them Rogers took a year, they laughed...). However they did not take down the temporary line so I wasn't sure if the phone service was coming through the new cable or the temp. I had to call them again and even then, they didn't know which cable is active. They sent a tech who closed the ticket citing that everything is "normal". I had to call again and ask when they can take down the temp line, that's when this rep told me that the work order says it's through the underground line and they will send a tech to remove the line. The whole ordeal with Rogers/Bell required 8 visits from various tech/personnel. What a waste of resources.
------------------------------------------------------------------------------------------------------------------

It's already almost fall time which is even worse timing than when we had ours put on in June. 
The message I keep receiving is that Rogers outsource the work to 3rd party and they are overwhelmed with work. 
Therefore, it could take up to 2 months(initially that'what I was told) to bury the cable. 
Once it gets too cold, the work is suspended until Spring time. 

I would suggest you give the burial service line a call. Ask for that when you call Rogers and see if you can get a status. Sometimes they can leave a note and get the 3rd party company to give you a call on whether they can do it soon or it has to way till winter is over. 

If it's the latter case, set a reminder to call them in April/May time frame to ensure that they work on it as first thing. 

Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

OLDYELLR
I'm a Senior Advisor

I went here https://www.rogersoutdoorcable.com/app/OrderStatus.asp and it appears there is an order placed, so I signed up for email notifications. Thanks.


Rogers PayGo. Location: S-W Ontario

Re: Cable burial potentially affected Bell phone line service. How to proceed with phone line burial

Torontonian1
I've Been Here Awhile

Maybe because like me they are concerned about having all things with one company-- ie  if the company goes off grid or has major technical issues (like this year nation wide!!) then one service or two with be with another company. Same reason I drive a Toyota hybrid--flexibility

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