Commission presses Vexus Fiber over two-year communication gap, seeks clearer permits and repair process

San Juan commissioners pressed representatives of Vexus Fiber on questions about when the company first contacted the city, what city staff were included in early discussions and how the company will address reported property and street damage from fiber work that began in 2022.

The discussion came after Brian Borthwick, identified as director of city relations for Vexus Fiber, and John Furie, senior director of construction, briefed the commission on the company’s operations and pledged cooperation. “I apologize if we did not communicate correctly,” Borthwick told the commission, adding, “we’ll do a better job of communicating to you. That’s my commitment.”

Commissioners said they had no record of formal notice or commission-level briefings before construction began and reported that residents called city hall about damaged pipes and street repairs. Commissioners asked whether Vexus obtained city permits or only relied on state right-of-way authority; Borthwick said the company is registered with the state for rights-of-way and utility easements and that his team normally meets the city manager and related departments during project planning. He said he did not have the names of city contacts from the company’s initial outreach because earlier company staff who handled that work were no longer with Vexus.

Borthwick described Vexus’s customer-notification protocol and service commitments: the company aims to assess reported problems within 24 hours and then develop a plan to address them. He said Vexus sends a letter 35 days before work in an area, a postcard about 25 days out and a door hanger between seven and 14 days before activity; the company also provides a website and a phone number for resident reports. “Once we’re notified, we try to assess the situation within 24 hours, and then come up with a plan to address those,” he said.

Commissioners asked whether permits had been filed with the city and whether patching and street restoration were tracked; one commissioner said he still could not find records of any permits and has been seeking answers for months. Vexus said most current construction in the market is on major thoroughfares and tower projects rather than residential neighborhoods and that the company had recently enhanced tracking systems for resident complaints.

The commission did not take a formal vote on the topic but asked Vexus to return with more documentation about prior city contacts, any permits or filings, and a local point of contact for residents and the city. Commissioners also urged Vexus to provide materials the city could repost on official channels so residents would know whom to call when work is underway.

The exchange underscores lingering concerns among commissioners about outside utilities working in San Juan rights-of-way without sustained, city-level notification before work began. The commission requested follow-up from Vexus on outstanding resident reports and on what permits or notifications were filed in 2022.