Frequently Asked Questions

If you’re a property owner, you might have several types of utility lines running through your land, including electric, gas, or telecommunications lines including fiber.  These allow residents and businesses to receive reliable utilities, such as water, electricity, and the internet. These utility lines are typically located within a dedicated area of property called an “easement”. Often, but not always, utility easements are granted by plat when land is developed before there has been any construction.

An easement is a right to use a defined area of someone else’s property for a specific purpose. A utility easement gives a company a legal right to access and use your property for utility purposes. For example, utility companies have a right to access their own facilities, such as electrical and telecommunication lines and transformers, even though they might be located on your private property. A utility company can access these lines if there’s a problem, which means they can go onto your property.

There are various types of utility easements. Utility companies follow the American Public Works Association (APWA) color code system to understand what’s buried under which property. The color coding system below explains the various utility access you may have on your property:

• Blue: Potable drinking water
• Green: Sewer
• Yellow: Gas, oil, and other flammables
• Red: Electrical and lighting utilities
• Orange: Telecommunications
• White: Planned excavation limits

A resident can obtain a copy of their property plat/survey from:

1. Residents should have received a property plat/survey with the purchase of their home and should review their closing documents from their purchase.
2. Fort Bend County Clerk - (281) 341-8685
3. Order a survey report from Title Company that was used at closing or lender that the resident has their mortgage with.

Companies who choose to operate in the city limits must first apply for a Right-of-Way (ROW) permit with the City. The permit process initiates the “locate” process, which allows the City and 811 to designate various utility lines such as water, electricity, or sewer, to make sure the fiber company is aware of the infrastructure layout and can avoid accidental damage to such lines during construction. 

• The company has 30 days from the approval of their application to complete work in the area, which was designated on the permit.
• The company will dig underground to lay a large fiber cable bundle. The “boring” process varies and may include shallow or deeper digging to lay the fiber cable across many households.
• An “output” or connection opening is created, sometimes in between households, sometimes at each property.

• State law grants fiber companies the right to locate their facilities within public utility easements and City ROW.
• The City’ authority as to use of  public utility easements and ROW is addressed in Chapter 5, Article III of the City’s Code of Ordinances, related to Use of Public Right-of-Way (aka the “ROW Ordinance”).  https://library.municode.com/tx/sugar_land/codes/code_of_ordinances?nodeId=PTIICOOR_CH5PUPRSE_ARTIIIUSPURI-W
• The permitting process and ROW Ordinance are in place to ensure the protection of the various utilities and infrastructure the City maintains and therefore ensures  protection of the public's health and safety.

• When to operate: Companies should only operate within the hours of 7a-7p M-F however, they can perform noninvasive construction such as restoring ROW (sodding, backfilling holes, etc.) and property on Saturday only from 7a-7p.  No work is allowed the day of or day before City observed holidays in which City buildings are closed.
• Uniforms and logos should be visible and represent either the company listed in the permit application or represent contractors that may be assisting with locates, including 811 and other such sub-contractors or locate- services.
• Badges, project manager contact information, and permit documents should always be visible or made available upon request.
• The City asks that companies minimize the use of sub-contractors and hold them to the same expectations as the contractor listed on the permit application with the City.
• Companies have 30 days to complete the work outlined in their approved permit application.
• No open holes at all; any open holes left on property will be resolved quickly and have brightly-colored fencing around them until such resolution occurs.
• Knock first: Companies should undertake due diligence to attempt contact with a resident before entering the property.
• Communication with HOAs, door hangers, letters to residents, posting in local newspapers or newsletters: companies are advised to perform due diligence in their attempt to inform a neighborhood about planned construction prior to beginning their project. 
• Posted signs: companies may, and are recommended to post signage that includes information about their construction project. These signs should not be sales-related.
• Behavior: the conduct of any operator in the easement should be respectful of the property owner. 
• An available customer service point of contact for escalations: Companies will provide the city with customer-resolution contact information so it can be made available to the resident via the City’s 311 contact center and such resources will provide swift resolution of any property damage issues. 

Please contact 311. Our staff can initiate a quick investigation so that we can understand your issue and communicate it back to the oversight team through the permit process. City staff will do everything possible to work with fiber companies to get your concerns resolved in a timely manner. 

• Call 311 in City limits or dial 281-275-2900
• Submit a request via the MYSLTX app
• Submit a request online
• Email 311@sugarllandtx.gov
• Start a Live Chat (M-F 8:30-4:30)

As the regulating authority over registered companies, we advise residents to visit the Public Utilities Commission Website to learn more about their options.