New fiber installation rules are now in effect in Albuquerque, which aim to protect neighborhoods and hold companies accountable for damage and make sure they clean up after themselves.

 After months of complaints about damaged sidewalks and lawns, city officials introduced new regulations this week to enhance oversight of fiber optic construction. Companies must now notify residents before digging, mark work crews clearly, limit work hours, and repair any damage, or risk fines and stop-work orders. The changes come as Albuquerque continues to welcome new internet providers to expand high-speed service citywide.

“We support better internet in Albuquerque, but we’ve added new rules to tackle the challenges and make sure it’s done right,” said Mayor Tim Keller. “Starting today, these rules will help ensure companies communicate clearly, work safely, and fix what they break — no shortcuts, no excuses, or else they will face fines or be forced to stop work until they get it right.”

The benefits of fiber optic

According to the city website, fiber internet is a critical part of Albuquerque’s infrastructure. It can deliver speeds up to 10 gigabits per second and handle more users and traffic than cable, with fewer outages since it doesn’t rely on electricity and resists interference.

Fiber can also boost home values by up to 5%, similar to adding a half bath or fireplace. A 2023 survey found that fast, reliable internet is the second-most desired feature in a single-family home, especially for families with school-age kids.

Fiber cables are made of glass, built to last up to 50 years, and don’t need frequent upgrades. They work with everyday tech like Wi-Fi and internet-based calling services such as Zoom, Skype, WhatsApp and Google Voice. While installation can be pricey, fiber often saves money in the long run.

The problem and the plan

Frustrated Burqueños pushed the city to act after fiber crews started work too early, ran past the 10 p.m. cutoff, skipped required notices and damaged sidewalks. 

On May 19, the City Council voted 7-1 to pause new fiber construction and form a working group to fix gaps in the current code. The pause doesn’t apply to approved permits already in progress.

At a June 5 public hearing, residents told the city about broken water lines, unanswered complaints, and poor communication from contractors. 

“I’ve been having to haul water just to flush the toilets and stuff,” said Garrett Paulus, an Albuquerque resident, during the public hearing. “I reported the problem to the fiber optic company and the city and I’ve had nobody contact me for resolution.”

In response, officials proposed stricter rules for fiber companies, including advance notice, visible signage, and faster repairs. These changes aim to protect neighborhoods and hold contractors accountable.

The new standards apply to all licensed providers working in public rights-of-way. The rules outline key steps providers must follow to protect neighborhoods and ensure quality work, including:

Before Construction Begins

  • Companies are required to give residents two written advance notices — one at least 30 days before work starts and another 48 hours in advance with detailed info about what to expect.
  • Notices must be in English and Spanish and may not include advertising.
  • Proof of notice must be submitted to the city before any permits are issued or work begins.

During Construction

  • Work hours are limited:
  • In neighborhoods: 7 a.m. to 4 p.m., Monday through Saturday
  • In other areas: 6 a.m. to 7 p.m., Monday through Saturday
  • Vehicles must clearly display the provider’s name, address and a phone number that is answered daily from 7 a.m. to 7 p.m., with multilingual support.
  • Workers must wear outer clothing labeled with the provider’s name and have bilingual handouts explaining the project and how to get in touch.
  • Providers must coordinate with other companies to share trenches when possible. If they don’t, a six-month “cooling off” period will apply before more digging is allowed in the same area.

Restoration and Cleanup

  • Softscape and asphalt repairs must be finished within 72 hours.
  • Sidewalks and other concrete must be temporarily fixed within 72 hours and permanently repaired within 15 days — no exceptions.
  • Companies must also remove all temporary utility markings, such as paint or flags, within 30 days of finishing work.

Complaint Handling

  • Providers must respond to complaints within 24 hours with either a resolution or a timeline for fixing the issue.
  • The city can order a stop-work if there are too many complaints or signs of repeated damage.
  • Contractors must hire a third-party inspector — approved by the city — to confirm work meets all requirements.

Enforcement

  • Violations can result in fines, stop-work orders, revoked permits or loss of license to operate in Albuquerque.
  • These rules are enforceable under the city’s Barricading Ordinance and other local laws.

The City’s Planning and Municipal Development departments, the Broadband Office and the New Mexico Public Regulation Commission will closely monitor and enforce the new fiber rules. Providers who don’t comply may face fines or stop-work orders until they fix the issues.

Jennifer Turner, director of the Department of Municipal Development, said the city works with the Planning Department and the Department of Technology and Innovation to enforce these standards. The city can issue stop-work orders and fine companies $500 per violation, per day. 

Need help or info?

  • Report problems or request inspections: According to the city, residents should report construction problems directly to internet providers using the contact numbers on project notices. If they need more help, they can call 311 or use the 311 app.
  • Urgent issues? Call the company directly:

Kevin Hendricks is a local news editor with nm.news. He is a two-decade veteran of local news as a sportswriter and assistant editor with the ABQ Journal and Rio Rancho Observer.

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