One of the most common tasks required when building a new fiber network, particularly when burying fiber, is fixing the damage caused during the construction process. In the industry, we refer to this work as remediation, which means, in plain English, putting everything back to the way it was before the start of construction.
There is a huge list of things that can go wrong and messes that can be made during the fiber construction process. The problem that often gets headlines is when the construction crews hit and damage other buried utilities like water, gas, electric, or other communications lines. The Common Ground Alliance (CGA) issues periodic reports that tally the reasons for damaged underground utilities, and one of their recent reports said that one-fourth of all damage to underground utilities has been coming from fiber contractors.
The more common problems that plague contractors are damages to property. The construction process can damage sidewalks and driveways, cut water system lines, cut into a buried sewer tank, or damage the utilities entering the home. I heard about a recent incident where a cut sewer line ended up filling a home with raw sewage. There are a lot of complaints made about damaged flower beds, injured shrubbery, and cut watering systems. A really common problem is the mess created from excavated dirt, particularly after it rains.
Every construction contractor is supposed to clean up any mess they made, and most do a good job. But some contracts only pay contractors for completing specific units, like the feet of fiber installed or the number of splices made, and some contractors put in only the minimal amount of effort to fix damages. Full remediation can be expensive. It might mean replacing sections of sidewalk. It might mean re-sodding grass. It definitely means carting away leftover debris.
The key to doing remediation well is to react immediately to homeowner complaints. Most ISPs understand that they will be operating the market for a long time after the contractors are gone, and don’t leave it up to the contractor to make amends. The ISPs I know who do this well have an ‘ambassador’ who immediately goes to see people who complain about problems, and who makes sure the problem gets fixed. Anybody who has worked construction knows that some homeowners get incredibly irate over any disturbance to their property, and this is not always an easy job.
There can be serious consequences for an ISP who bungles remediation. Bad local press can kill their marketing efforts. In the most extreme cases, ISPs have lost construction permits. There are a lot of examples of when construction remediation didn’t go well, but there are no sizable buried fiber projects that didn’t have plenty of stories. But some ISPs lose control of the construction and remediation process. The following are a few examples that were bad enough to make the press.
The City of Albuquerque, New Mexico issued a stop order on fiber construction being done by Ezee Fiber and Vexus Fiber. Construction contractors had hit multiple gas and water lines, including a broken water main that resulted in over $100,000 in residential damages. Crews routinely left open potholes, tore up sidewalks without restoring them, worked outside allowed hours, and failed to display proper identification. The City pulled the ISPs’ permits and required the ISPs to comply with strict new regulations, including stricter work area rules, a 30-day notice for residents before construction, and fines for violations of $500 per day, per event.
The Village of Orland Park, Illinois, ordered a complete freeze on Astound Broadband after the company cut an underground electrical line that knocked out power to 300 homes during freezing weather. The village also had numerous complaints about unrepaired property damage and open holes left in public sidewalks. The village required stricter rules before allowing a resumption of construction.
As expensive as mediation can be, it’s not as expensive as the lost goodwill of a community that will likely manifest in lower penetration rates.








