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342 posts

Ultimate Geek


#153917 12-Oct-2014 20:33
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Hi Geekzone I am wondering if you can give me some advise 

On the 1st of September we run Orcon to organise Fibre at our new house in the 07.

We are on a cross lease but with separate driveways/access so about a week later I got an email from Ultrafastfibre.co.nz request the consent form from the other cross lease holder. Our neighbours are pretty easy going but they requested that their driveway didn't get dug up for the install.

So I went back to UFF and asked if there is anyway they could confirm that the neighbours properly won't be affected. They came back saying that it would be run up our driveway so no problem.

Neighbour signed, technician came and visited, said he'd go away and go some diagrams, text from Orcon saying my install was scheduled for the 22nd. I'm thinking this is pretty easy.

Then on the 19th, I wasn't home but my mother in law was here, another technician turns up tells her he is here about the fibre, comes in takes photos etc asks her some questions but she tells him to call me as she doesn't even know what Fibre is.

He doesn't call me but tells her the install will be about a month away. I think this is weird as it was scheduled for Monday so I ring UFF who tell me there is no job in the system for Monday and Orcon must have got it wrong.

No worries, I'll just wait to hear from them. 

Then on Monday of this week (6th) - I get a call from Transfield saying my install was scheduled for the 20th and to be home at 8am. So good news.


Except that I come home on Friday (10th) to find they have dug up the neighbours driveway and run highly exposed cabling through into under our house. We weren't home at the time so I presume they didn't finish the install due to no access.


The main problem here is A; they have dug up the neighbours driveway in two locations which they said they would & B; they haven't even done a great job of it - they've left mounts of dirt and a sort of 'judderbar' where they've laid the cable.

They've also left the cable exposed going into our house. It comes our of the ground about 6 inches before our building and goes into the side which is about a foot off the ground. It's a nice tripping hazard / easily caught and ripped out.



So my question is - who do I talk to about this? I'm not even sure who did the work UFF or Transfield; or what their relationship is. Or should I just ring Orcon?



TL:DR - bad fibre install - should I call the ISP or the installation people?

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429 posts

Ultimate Geek


  #1152394 12-Oct-2014 20:53
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Go to Orcon, tell them it's a health and safety hazard, and that the service company didn't follow consent and have dug up areas they didn't have consent for. They'll push it through pretty fast. Contacting Transfield or UFF will take much longer.





61 posts

Master Geek


  #1152427 12-Oct-2014 21:52
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Did you sign off on a "pre installation" form? http://www.ultrafastfibre.co.nz/files/Pre_Installation_Form.01.09.14.pdf

It mentions what work is to be done and you have to initial each bit. From your story it sounds like the scoping visit was done with someone other than the customer so this alone sounds fishy. Presumably this other occupant of the property that isn't the customer signed off on your form? I don't see how this would be valid. See http://www.ultrafastfibre.co.nz/getting-connected/installation/scoping-visit

As to the standard of work it pays to take detailed photos and post them here for geekzone to comment on.

 
 
 
 




342 posts

Ultimate Geek


  #1152428 12-Oct-2014 21:52
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Sweet - will call them tomorrow.. and just so I don't seem overly picky... I'm not 100% but I think these cables are meant to be in the ground?

61 posts

Master Geek


  #1152432 12-Oct-2014 22:01
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Oh yes that's what I forgot. After the install took place did you sign off on a "Post-Installation form" http://www.ultrafastfibre.co.nz/files/Post_Installation_Form.01.09.14.pdf ? It asks that "you are happy with the quality of the exterior of your premises..." etc etc and the same for the interior.

For UFB installs I keep hearing about Chorus dodgy jobs but Ultrafast initiated installs they have the paperwork before and after install covered fairly comprehensively.



342 posts

Ultimate Geek


  #1152434 12-Oct-2014 22:05
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alexj: Did you sign off on a "pre installation" form? http://www.ultrafastfibre.co.nz/files/Pre_Installation_Form.01.09.14.pdf

It mentions what work is to be done and you have to initial each bit. From your story it sounds like the scoping visit was done with someone other than the customer so this alone sounds fishy. Presumably this other occupant of the property that isn't the customer signed off on your form? I don't see how this would be valid. See http://www.ultrafastfibre.co.nz/getting-connected/installation/scoping-visit

As to the standard of work it pays to take detailed photos and post them here for geekzone to comment on.



Thanks for the links - I probably should have done some more googling before I posted here. I have never seen that first form so have not signed it (Presumably the house owner (me) would need to sign?). Basically the first visit consisted of me saying where I would like the external and internal boxes installed and the tech telling me he would have to go do some designs first to confirm.


I didn't actually realise there would be two pre visits so I guess that makes sense why they came around again - although they didn't set a time in advance just turned up on the day.



RE: your second reply - I haven't seen the post install form either - but I wasn't actually home when they came and did it as they said the 20th but turned up on the 10th!

29124 posts

Uber Geek

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  #1152495 13-Oct-2014 07:16
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RFS dates are typically the date a job will go live. It doesn't mean it's the date they will start work, as many UFB installs such as your own can take several days and multiple visits to complete.



61 posts

Master Geek


  #1152522 13-Oct-2014 08:34
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sbiddle: RFS dates are typically the date a job will go live. It doesn't mean it's the date they will start work, as many UFB installs such as your own can take several days and multiple visits to complete.




Yeah in this context RFS means Ready For Service.

 
 
 
 




342 posts

Ultimate Geek


  #1159599 21-Oct-2014 20:50
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As a happy update someone from Ultrafast contacted me on here and arranged the build team to come and fix up the driveway. So now all the cables are buried and the driveway surface has been all flattened out. Thanks UFF.

Unfortunately, when the tech came round to do the final install on Monday he found out that the cable hadn't been 'blown' so he has to come back again after this is done. So looks like I will be experiencing the wonder that is fibre on Friday. woo hoo

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