Bellevue resident Melissa Foust says her home lost internet service in September when Google Fiber (GFiber) began construction in her neighborhood. The outage persisted despite AT&T’s temporary restoration and a later switch to Xfinity, leaving her without a reliable connection for weeks.
Resident describes repeated failures
Foust explained that the first loss occurred during GFiber’s trenching work. “Google Fiber cut our line, then it’s our responsibility to contact AT&T to get someone out here to fix it,” she said. AT&T sent technicians twice, but the problem was not resolved. When the service dropped again on Oct. 9, Foust changed to Xfinity, hoping the new provider could bypass the damaged line.
“Sadly, no. We thought by changing providers we could maybe get access to internet, so whatever they did, we are unable to get Xfinity as well,” Foust added.
Community impact and response
Foust contacted NewsChannel 5 after seeing a prior report about a local deli owner who blamed GFiber construction for business disruptions. “They’re doing it to our businesses, our communities. How are you going to get anyone to support you if you are wrecking things and not caring? It feels like you don’t care about the community you’re going into,” she said.
She warned that the lack of clear communication leaves residents to shoulder the burden of fixing infrastructure damage caused by outside contractors. “It feels like these companies can come in and enter our neighborhoods, wreck things, break things, and there’s no recourse, and it’s on the residents to fix the issue,” Foust said.
Local officials step in
City Councilmember Jason Spain said he has reached out to GFiber on Foust’s behalf. Spain also noted that the Tennessee Department of Transportation (TDOT) holds permitting authority over GFiber’s contractors, implying that the state agency can enforce proper coordination.
“We’re working with the company and the appropriate state agencies to make sure residents aren’t left without essential services,” Spain said.
GFiber’s position
GFiber responded that it is collaborating with neighbors and other parties to resolve the outages and that it follows construction‑notification guidelines. The company said it uses the 811 “Call Before You Dig” system to alert other infrastructure providers of planned work and that residents can contact a 24‑hour hotline (877‑454‑6959) for construction concerns.
Foust asked for more specific communication before construction begins. “Don’t give people just a general warning you’re coming soon. Let us know what dates and time and who to contact if there’s an issue,” she said.
What residents can do
GFiber’s hotline is available around the clock for reporting construction‑related concerns. Residents are encouraged to document any service interruptions and follow up with both the provider and local officials to ensure timely repairs.
As the community awaits a permanent fix, the incident highlights the importance of clear coordination between private broadband builders, state permitting agencies, and local leaders to protect essential services for families and businesses.
Original reporting: NewsChannel 5 WTVF (Scripps) – local — read the source article.
