How do I know which provider needs to complete the repair?

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 to determine the correct provider based on close up photos of the box or wires; however, sometimes it can be difficult to determine. If that is the case, we will reach out to the provider we believe is responsible for the repair and they will confirm whether or not it is their equipment. 

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    • 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 ...

    • Do I need to handle any communication with the provider directly?

      No, our team will handle all communication with the repair provider on your behalf. You won’t need to worry about coordinating schedules or managing follow-ups; we’ll take care of everything.

    • 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 initiate a repair request through your service?

      To initiate a repair request, simply submit a ticket through Broadband Planning's online submission portal. You will be asked to sign up for a free account so you can track the progress of the repair. This is a very quick and simple process and will ...

    • What if the repair is urgent or an emergency?

      If the repair is urgent, please select the option for "EMERGENCY" when submitting the issue. We prioritize emergency repairs and will expedite the process to ensure the issue is addressed as quickly as possible.