I work for one of TW's competitors, and I did about a 2 month stretch where I was on the phone/line repair desk due to a shortage of people back about a year ago. (Also subbed for TW as a sweep tech/fiber splicer many years ago) I can tell you in that 2 months, this call, as an employee, is the most frustrating one to take. First, the parent company almost never does the buries themselves, they sub-contract that kind of stuff. Scheduling is a nightmare, because you're constantly trying to coordinate crap with multiple parties that never seem to agree on anything, and lastly, the contractors NEVER live up to the schedule that they agree to. I know as the consumer it totally sucks to be told time and again "We'll get to you next week", but that's the way it works, unfortunately. It'll get done, but never in the timeframe that you're promised. I was taking calls from people who said our techs were promising 7-10 days for line burial, and we're supposed to set expectations for 6 weeks minimum. That really sucks as the phone guy when you have to backtrack over something somebody else told the customer that was just completely wrong, and you're the one taking the verbal abuse from the customer because "they were lied to".