Will I need to communicate with the provider directly during this process?
In most cases, no. Our team will handle communication with the repair provider on your behalf, including follow-ups and general coordination.
However, the provider may require an on-site point of contact if access is needed to a specific unit, gated area, equipment room, utility closet, or another restricted location. A point of contact may also be required if the issue is reported to the Public Service Commission or another regulatory agency and the provider needs someone available locally to help verify the issue or coordinate access.
If that is needed, we will let you know and help coordinate the next steps.
Related Articles
Will we be charged for this repair?
Our service is designed to streamline the repair process for you, and fees, if applicable, will depend on the specifics of your service agreement. This is a free service if Broadband Planning negotiated your provider agreement, or if Broadband ...
What information do I need to provide when submitting a repair request?
Please provide a detailed description of the issue, the location or address of the repair, and any relevant photos or documentation (e.g., repairs already made, prior communications with provider). This will help our team quickly assess the situation ...
How do I know which provider needs to complete the repair?
While this is not always the case, usually Charter/Spectrum's wires are orange, Comcast's are yellow, and AT&T's are black. If the box or pedestal needs repair, you may find the name of the provider on there as well. Typically, our team will be able ...
What should I do if I have a question or concern about the repair process?
If you have any questions or concerns at any point, don’t hesitate to reach out to our team. We are here to assist you and ensure the repair process goes smoothly from start to finish.
Is Broadband Planning responsible for completing the repairs?
Broadband Planning is simply handling the repairs process and communication for the association so that the managers and board don't have to. The provider is responsible for completing the repairs.