How to Report a Damaged or Hit Cable
This guide explains how to report a damaged or hit cable and what information to provide so our team can respond quickly and safely.
Steps to Report a Damaged Cable
1. Call Network Support Immediately
If you believe you have damaged or hit a cable, contact our Network Support Team right away:
Prompt reporting helps prevent service disruptions and ensures a faster response.
2. Be Ready to Provide Details
When you call, please have the following information ready:
- Your name, phone number, and email
- The company you represent (if applicable)
- Arizona 811 Bluestake ticket number
- Service address
- Pedestal (PED) number if available
- Cross streets or nearby landmarks
3. Take Photos of the Damage
Clear photos help us assess the situation faster. Please email photos to:
networksupport@gilarivertel.com
Arizona 811 Bluestake Reminders
Call Before You Dig
- Contact Arizona 811 at least two full working days before digging.
- This allows underground utilities to be located and marked.
Important Safety Information
- Utility depth is not guaranteed and may vary over time.
- Lines may be only inches below the surface or several feet deep.
If You Hit a Utility Line
- Stop digging immediately.
- Do not attempt to repair the damage yourself.
- Contact the utility owner or Network Support right away.
Ticket Validity
- Utility markings are valid for 15 working days.
- If marks fade or your project continues longer, contact 811 for a refresh.
- Always stay within the boundaries of your locate ticket.
Section 1
Covered Equipment and Wiring
EMP includes repair coverage for provider-owned equipment, such as:
- Inside wiring and jacks installed by GRTI
- Fiber wiring and connections maintained by GRTI
- Optical Network Terminal (ONT) connections
- Residential gateways (including GigaSpire and mesh units)
Coverage applies to normal wear and everyday use.
Section 2
Exclusions
EMP does not cover issues caused by:
- Customer-owned equipment (personal routers or modems)
- Third-party wiring or installations
- Physical damage or tampering
- Remodeling or construction impacts
Section 3
Non-Covered Devices
EMP only applies to provider-owned equipment. Issues involving personal devices or custom wiring may result in service charges.
Section 4
What Is a Trip Charge?
A Trip Charge is a service fee applied when a technician’s visit is not covered under EMP.
A Trip Charge may apply if:
- The issue is outside EMP coverage
- The issue involves customer-owned equipment
- No trouble is found on the network (No Trouble Found)
Standard Trip Charge: $45.00. If a later review shows the issue was provider-related, charges may be adjusted.
Section 5
Network-Initiated Visits
In some cases, GRTI may send a technician proactively due to network alerts.
- These visits are not subject to Trip Charges.
- Charges typically apply only to customer-requested visits outside coverage.
Section 6
Service Changes Not Covered
EMP does not cover:
- Weather, flooding, or fire damage
- Pet or rodent damage
In these cases, service fees may apply.
Section 7
Permanent Equipment Placement
Installed fiber equipment is considered permanent once placed. Future relocation requests may result in additional charges.
Section 8
Replacement Guidelines
Some equipment may be replaced once as a courtesy if failure is not customer-caused. Repeated replacements due to:
- Environmental damage
- Customer modifications
- Recurring issues
May result in additional charges.
Tips Before Scheduling Service
- Ask if your issue is covered under EMP.
- Let support know if you have personal equipment connected.
- Describe any recent changes (remodeling, storms, etc.).
- Ask about possible charges before scheduling.
Good to Know
- EMP is optional and billed monthly.
- Coverage applies to provider-owned equipment only.
- Trip Charges are explained before dispatching when possible.
- Documentation helps ensure fair billing and service transparency.
Need Help?
If you have questions about EMP coverage or service charges, our team is here to help.