Submitting Ting Fiber Internet Construction Concerns
Ting has a dedicated team ready to assist with your questions and concerns to help make our construction seamless. The Construction Experience Team is a group specially designed to handle fiber construction matters effectively and efficiently.
Our Construction Experience representatives will investigate your concerns from start to finish to the best of their ability. You can consider them your single point of contact who will work to keep you up-to-date with any new information, making sure you're never in the dark.
Contacting Ting Construction Experience
Email our Construction Experience Team at constructionexperience@ting.com.
Our team is available weekdays from 8:00 am to 8:00 pm ET and will review your message within seconds during business hours. Emails sent after business hours will be prioritized the following weekday morning. If you prefer a call-back to discuss your concern, please include your phone number in your email.
When to Contact the Construction Experience Team
Please reach out to the Construction Experience team whenever you notice possible damage after construction or have general concerns about our construction.
Below are some examples of when contacting our team is beneficial. Keep in mind this list is not exhaustive. We will be happy to look into other construction-related concerns brought to our attention!
Damage
- Driveway: Cracked or otherwise damaged driveway
- Home (internal): Drywall damage, electrical outlet not working after installation, etc.
- Home (external): Damage to siding, brick, etc.
- Invisible fence: Damage to an underground invisible pet fence
- Sprinkler: Issues with irrigation systems, sprinkler lines, or sprinkler heads
- Lawn :
- Damage or disturbance to grass, flowers, or flowerbed
- Landscaping issues with tree limbs, bushes, etc.
- Holes left on your property; sinkholes
Cable
- Ting wires or conduits are exposed: Ting wires or conduit (tubing) being exposed or coming loose
- Aerial concerns: Aerial fiber lines that have fallen or sagged
Handhole (Ting box installed in your front or backyard)
- Uneven placement:
- No longer flush with the ground (raised or sunk) or slanted
- The land around it is caving, causing a pit
- Cracked cover: The cover is broken or damaged in some way
- Misaligned handhole cover
- The cover has come loose and needs to be repositioned securely
- The cover is missing entirely
Paint
- Spray paint marking complaint: Spray paint that is affecting your property or aesthetics
Miscellaneous
The Construction Experience Team can help with some concerns that are unrelated to damage.
- Drop burial: Getting information on when your fiber line will be buried
- Access (parking or street): The blocking or prevention of being able to park, leave your driveway, or access a particular road or path
- Noise: Related to excessive noise caused by the work, noise outside construction hours
- Staff: General negative experience with the construction crew
Not Handled by the Construction Experience Team
The Construction Experience team does not handle some Ting Internet services and requests.
- General information on when Ting Internet will be live on your street: Ting Fiber Internet Sales
- Damaged cables belonging to another ISP or company: Contact the company of the damaged line for repairs
- Damaged Ting fiber line: Ting Fiber Internet Support
FAQs
What information do you think I should include?
Be as specific as possible and provide anything you feel may be relevant to our investigation.
- For example, rather than "my sprinkler is not working," you may wish to specify if the damage was to the sprinkler heads or to the irrigation lines and where the lines are.
Should I attach pictures?
While not required, pictures are beneficial. We recommend that you attach pictures for any damage concerns. Before and after photos are great if you have them.
What if I prefer a phone call over an email?
While we default to email updates, let us know if you'd prefer a phone call when we have an update on your situation. Our team members will be happy to oblige during business hours.
What if I wish to be home during your investigation and repairs?
When reaching out, let us know that! We'll do our best to accommodate.
When will I hear back?
We aim to get back to you within two business days with an update. If we don't have anything new to share, we'll still work to keep the lines of communication open while working on the issue from our side.
How long will it take to resolve my concern?
It depends on various factors--the Ting town you reside in, our contractors, and of course, your specific concern. While we'll work to investigate as quickly as possible, we'll provide individualized updates for your case to the email address you gave us.
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