What to do if you damage a fiber optic cable.

The first priority is safety, never attempt to repair the cable yourself.  Secure the area and mark off the location with cones, caution tape, or other visible items to alert others of the hazard and keep people and pets away.

If a fiber optic cable was vandalized, file a non-emergency police report with the San Antonio police department, ASAP.

Step 1: Contact Your Internet Service Provider (ISP)

If the fiber you damaged is part of your ISP’s network, you should contact them right away. They own and maintain the infrastructure that provides your internet service. Attempting to repair it yourself can lead to further issues and even liability. The main ISPs in San Antonio damage reporting links are available below:

• • AT&T 800.288.2020

• • Lumen (formerly Level 3) 877-453-8353 or 303-260-4905

• • Google Fiber or GFiber 833-999-2889

• • Verizon Fios 800-837-4966

• • Spectrum or Charter 833-949-0036

• • Zayo 866-364-6033

• • FiberLight 800-672-0181

• • CenturyLink 800-244-1111

• • San Antonio’s Fiber for S.A. related to Google Fiber 877-454-6959

When ISP owned fiber is damaged, their technicians or subcontractors will handle the repair. However, if your activity caused the damage, such as excavation, boring, or trenching, you may receive a bill for the repair costs. These charges can be substantial, especially if emergency services are required, which may include traffic control.

Step 2: Contact a Professional Cable Installation & Fiber Optic Splicing Contractor (If It’s Your Cable)

If the cable is part of a private fiber optic network on your property or within your building, you will need to hire an independent fiber optic contractor. These contractors use specialized tools such as:

• Fusion splicers (single and mass ribbon)
• OTDRs (Optical Time Domain Reflectometers)
• Light sources and power meters
• VFL’s (Visual Fault Locators)
• Splice trailers and enclosures
• Safety equipment for aerial and underground work

Contractors will splice, test, and restore your fiber connection.   ASAP has extensive auditing, diagnosis, repair, remediation and construction experience.

Step 3: Gather Information Before You Call

To speed up the repair process, have this information ready for your ISP or contractor:

• Fiber Optic Cable type (singlemode or multimode)
• Strand count of the fiber optic cable
• Is it armored, loose tube or ribbon cable
• Connector type (SC/APC, LC/UPC, ST/MM, etc.)
• Enclosure type (aerial, underground, EMT encased, premise-based)
• Exact location of the damage a GPS pin is crucial.

This information helps technicians arrive prepared with the right tools and replacement materials.

Step 4: Understand Responsibility and Costs

Here’s a quick guide to who is responsible:

• If the ISP owns the fiber: Call them immediately. They will repair it, but you may be billed if you caused the damage.
• If you own the fiber: Hire a contractor. Emergency repair rates may apply.
• If you damaged ISP fiber: Expect invoices from their subcontractors for labor, materials, and restoration time.

Step 5: Prevent Future Damage

Most fiber cuts occur during construction activities. To avoid costly mistakes:

• Always call 811 before you dig
• Use professional utility locating services
• Keep accurate as-built drawings of your site
• Train crews to recognize fiber optic markers and conduits

Taking precautions ensures you avoid liability and maintain uninterrupted service.

Conclusion

If you’re asking yourself, “What should I do if I damaged an ISP fiber?”—the answer is simple: call your ISP immediately. If the fiber belongs to you, hire a professional fiber optic contractor. In both cases, be ready with details about the cable, location, and damage type. Prevention is always better than repair, so remember to locate utilities before any digging or construction project.