Gigabit Fiber Construction
Private utility companies such as AT&T, Google, and Time Warner Cable are constructing new and upgrading existing communications infrastructure. The work includes the installation of Gigabit Fiber throughout Durham (which should bring more services, capabilities, and choices for those living and doing business in our community.
The City of Durham is not performing this work. The City is responsible for inspecting the work in the public rights-of-way to ensure it is restored to an acceptable condition. A private consulting firm was hired by the City of Durham to assist with the project management and inspections associated with this work (see below for contact information).
What to Expect:
Informational door hangers should be distributed in advance of construction in your neighborhood. Most of the utility companies contractor's use sub-contractors to perform this work. Sub-contractor vehicles/equipment are generally not marked with the contracting company’s name. Google authorized sub-contractor vehicles should have a "Bechtel" or "S&N" logo on each vehicle.
Blue, purple, green, orange, yellow, white and/or pink paint markings will be sprayed on the ground several weeks before construction. The paint tells contractors where existing underground utility lines are so that they can be avoided when digging. The paint typically disappears in a few weeks.
Work on public streets or in rights-of-way is governed by a Utility Excavation Permit issued by the City of Durham or an Encroachment Agreement from the NC Department of Transportation, depending on which entity maintains the road.
A public right-of-way area is designated between most streets and the adjacent private property. This is where service providers are allowed by law to place their fiber along with water/sewer/electrical lines. Typically, the rights-of-way include the area from the curb towards your home for about 8 feet (or about 3 feet of grass or 5 foot-wide sidewalk).
Contractors should receive permission from property owners before working on private property (ex: Home Owner's Association, Town Homes, & Condos).
Time of Day
Work typically occurs weekdays 7 a.m. – 7 p.m.; however, sometimes permission is given to expand this schedule on a case-by-case basis. While construction noise can be as loud as necessary during these permitted times, you should not be bothered by noise in your home or business outside of these times.
In most cases and weather permitting, private property should be restored to original condition within 3-5 business days once construction is complete.
Companies are not required by law to coordinate their activities, which means that even after one company is finished and the property is restored, other companies can come through the same area and start the process over.
Construction in your area does not mean that new or improved service will be available to you. It could be up to one year or not at all. The areas of service are determined by the utility provider.
If You Have Construction Concerns or to Report Damages:
For questions or concerns about construction in your area, call the number on the vehicle, door hanger or the below numbers for assistance. Call 911 immediately if you believe there is a danger threatening life or health.
• AT&T / ANSCO: Call 877-845-6660 or email.
• Google Support/Construction Line: Call 877-454-6959 or visit the website.
• Time Warner: Call 919-595-4892.
If you’re not sure which company is responsible for the work or if you’re not satisfied with the company’s response, please call Durham One Call at 919-560-1200 weekdays 8 a.m. – 5 p.m. or Todd Ireland with Kimley-Horn and Associates (City of Durham Consultant for Private Utility Project Mgmt. & Inspections Services for Gigabit Fiber Installation) at 919-677-2042.
Filing Formal Complaints
Register complaints with the State by contacting the NC Attorney General’s Office and/or the NC Utilities Commission.
Use these contacts if you have questions about new service or want to report problems with existing service:
AT&T - 855-786-3920
Google - 866-777-7550
Time Warner - 800-892-4357