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61 posts

Master Geek
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Topic # 201622 26-Aug-2016 22:47
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Hi,

 

About two months ago I got my fibre connection. It was a new install so two guys from Enable Fibre Broadband came to the property and spent a few hours digging a very ugly trench for the cable (see top left in photo below) and also had to cut through a concrete tile. They obviously didn't cut deep enough or couldn't be bothered removing the sand below the tile to keep the cable at about 30 cm depth all the way to the house as the fibre cable actually surfaces on the house side of the concrete tile (see top right and bottom in photo below).

 

Click to see full size

 

I only noticed the surfacing cable recently as it was covered by sand at first (likely deliberately). Of course the cable should NOT be surfacing anywhere. The problem now is that we can't do any maintenance on the garden for fear of damaging the cable (and we desperately need to do some garden work, as we recently had a sewage (see top right photo) spill and want to remove the smelly top layer of sand and whatnot).

 

I emailed enable like three weeks ago and got no reply. I emailed them again like 10 times in a row a week later and called them as well and they were very apologetic and some network 'service' manager would look into it, but up to now, no reply. I emailed them again today demanding action and told them I would make this public if there was again no reply. And of course, you guessed it, no reply.

 

What an incredible bunch of AMATEURS over there at Enable Fibre Broadband. Absolutely abusing their fibre monopoly in Christchurch. Ruining peoples gardens and doing bad installation jobs.

 

For anyone getting fibre newly installed: CHECK THEIR WORK while they're at it because there's no such thing as customer service at Enable Fibre Broadband. 


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Meow
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  Reply # 1618159 27-Aug-2016 02:02
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Hmm I think you're overreacting a bit here.

 

1) The installation is quite tidy - I've seen much worse.
2) It is pretty difficult to ensure all the grass goes into the exact same spot. This will correct itself over a very short time.

 

Here is a picture of mine - it must be atrocious in comparison to yours:

 

Click to see full size

 

You'll see to the left of the picture the Fibre is visible for a bit before being buried. Since getting it installed we've had landscapers around who have noticed the fibre however I know there is no risk of it really getting broken. The Hybrid cable that Chorus/Enable/other LFC's use is incredibly strong. Your fibre is in ducting, mine is not for some of the way. In your case you could quite easily carry out your standard landscaping work since a) you know where the fibre is b) it is in ducting and c) it is stronger than any other cable that connects to your house plus it appears you're just going to put something like bark over it regardless.

 

Yes, I could potentially moan to Chorus saying "it is out of spec" etc but my internet works 100% fine so no complaints from me.





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Ultimate Geek
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  Reply # 1618164 27-Aug-2016 07:24
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I found Enable pretty good when i had some issues with my reinstatement.

Who was the subcontractor? They are the ones who should have done a better job.

I would suggest you keep calling them and ask to speak to the service delivery manager.

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  Reply # 1618244 27-Aug-2016 09:40
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Before nutting off about how close to the surface the last bit of conduit is it might pay to check what is under it. The pipes leading away from your Gulley trap could be quite close to the surface themselves. If somehow the sewer pipes were damaged by the install and that caused the overflow then complain loudly.



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Master Geek
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  Reply # 1618276 27-Aug-2016 11:27
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Bung: Before nutting off about how close to the surface the last bit of conduit is it might pay to check what is under it. The pipes leading away from your Gulley trap could be quite close to the surface themselves. If somehow the sewer pipes were damaged by the install and that caused the overflow then complain loudly.

 

'How close to the surface'? It's actually surfacing. I think (but don't know for sure) that the pipes are deeper than 30 cm which means the fibre cable could easily have been buried all the way from the street to the house at 30 cm depth and only surface right underneath the ETP. If the pipes are are at a shallower depth than they should have dug a little deeper and make the cable go underneath the pipes.

 

To me it seems like they just couldn't be bothered to remove the sand under the concrete so that the cable would have stayed at 30 cm depth. Too much effort. It looks like they cut a slit in the concrete, pushed the fibre cable in till it just touched the sand underneath and filled up the slit again with concrete. 

 

OR, and it's only your post that made me consider that as an option, they DID initially have it at 30 cm depth but damaged the sewage pipes (the spill was not long after the cable was installed and someone had to come and unclog the pipes), and then decided to 'fix' it this way and not tell us about the damage they caused.

 

I still think it's just a very bad job, I don't mind if the cable would have surfaced or been exposed a little close to the ETP but this simply NOT good. Putting a spade in the ground is next to impossible without damaging the cable and IF we'd damage it, who's to blame?

 

What makes it all extra frustrating is the TOTAL LACK of communication from Enable. Yes, sorry, apologies, our network 'service' managers will look into it and get back to you... and then radio silence. VERY unprofessional.


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  Reply # 1618303 27-Aug-2016 13:31
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I can't speak for Enable

 

But the Chorus black piping they use is near bullet proof. It is designed to be hit with a spade multiple times.

 

 


Meow
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  Reply # 1618311 27-Aug-2016 13:50
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Yes you have to be very rough to damage hybrid cable by shovel but since you know where it is you can dig around it. Really, no biggie. You're never going to intentionally cut through it with a shovel especially in your case when you can clearly see it.





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  Reply # 1618313 27-Aug-2016 13:59
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michaelmurfy:

 

Yes you have to be very rough to damage hybrid cable by shovel but since you know where it is you can dig around it. Really, no biggie. You're never going to intentionally cut through it with a shovel especially in your case when you can clearly see it.

 

 

 

 

It wouldn't survive a rotary hoe, which is what some people use an an annual basis to aerate and turnover their gardens.. But I am guessing if it is damaged due to not being buried deep enough that chorus will have to come back and bury it lower at their cost, as they are responsible for it. Ideally it should be buried a good depth underground, and there is no reason they can't do this. It is probably something though that should have been discussed and agreed on installation.




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Master Geek
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  Reply # 1619075 29-Aug-2016 12:39
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michaelmurfy:

 

Yes you have to be very rough to damage hybrid cable by shovel but since you know where it is you can dig around it. Really, no biggie. You're never going to intentionally cut through it with a shovel especially in your case when you can clearly see it.

 

 

I don't WANT nor should I NEED to dig around it. The job was done BADLY and it's the JOB that needs fixing.

 

If the plumber installs the toilet the wrong way round (directly facing the wall) would you say "Ah well, I can still manage to do my thing albeit a bit awkward and uncomfortable" or demand he fix come and fix it?

 

I have no idea why I should have to put up with someone else's bad work.


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  Reply # 1619078 29-Aug-2016 12:51
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This time next year the only clue it's there will be the wall fittings.Tidy up the area around the Gully, put some bark or mulch and all would be good. The lawn will be recovered and the work invisible.





Mike
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The views stated in my posts are my personal views and not that of any other organisation.

 

 Mac user, Windows curser, Chrome OS desired.

 

The great divide is the lies from both sides.

 

 


Meow
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  Reply # 1619086 29-Aug-2016 12:57
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edwinov:

 

michaelmurfy:

 

Yes you have to be very rough to damage hybrid cable by shovel but since you know where it is you can dig around it. Really, no biggie. You're never going to intentionally cut through it with a shovel especially in your case when you can clearly see it.

 

 

I don't WANT nor should I NEED to dig around it. The job was done BADLY and it's the JOB that needs fixing.

 

If the plumber installs the toilet the wrong way round (directly facing the wall) would you say "Ah well, I can still manage to do my thing albeit a bit awkward and uncomfortable" or demand he fix come and fix it?

 

I have no idea why I should have to put up with someone else's bad work.

 

 

As a homeowner you're responsible for taking care around any utility connecting your house - this includes water and sewage. If you know where the cables / pipes are and don't take care around them damaging them in the process then this is on you. The cable is buried sufficiently from what I see and should have been discussed in the scope if you required it to be buried at x depth (normally they'd ask you to dig your own trench for this) but there is no real concern of damaging the cable etc.

 

I've seen homeowners who would dig around cables / pipes etc for major work without any issues and just rebury them when done. What you're saying is you don't want to do this (remember - 30cm isn't actually that deep, you'd want to take care regardless) but you're making more of a fuss than what it really is. Anyone could realise there is a cable there and work around it and to be perfectly honest it looks in spec based on the environment they had to work with.

 

The job in this case was not at all done badly, it is a tidy job with bright red ducting to let you know "please be careful here". It isn't just the hybrid cable dug into the ground like I've seen with some installations (eg - mine) or anything. The cable in your case is impossible to miss and easily worked around and such a small area to dig around.

 

As for the toilet analogy you're just being silly now and it doesn't make sense when comparing it to brightly coloured ducting that'll take you bugger all time to work around. Even if it was at the depth you wanted you'll still have to work around it.





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Geek
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  Reply # 1619101 29-Aug-2016 13:24
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Personally I could live with that tubing being like that. But yes, as a taxpayer and somewhat indirectly paying for your own install through government taxes, you should be able complain to Enable if you are not happy. I think the problem here is not so much the shoddy job but the serious lack of communication. Have you tried going to visit Enable personally at 106 Wrights Rd in Addington? From my experience, government funded departments seem to magically get things done extremely fast when you talk face to face.


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  Reply # 1619194 29-Aug-2016 15:50
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A few applications of lime on the spill zone should remove the smell. 

 

Covering with active compost or bark will also work.





Mike



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Master Geek
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  Reply # 1619214 29-Aug-2016 16:41
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michaelmurfy:

 

edwinov:

 

michaelmurfy:

 

Yes you have to be very rough to damage hybrid cable by shovel but since you know where it is you can dig around it. Really, no biggie. You're never going to intentionally cut through it with a shovel especially in your case when you can clearly see it.

 

 

I don't WANT nor should I NEED to dig around it. The job was done BADLY and it's the JOB that needs fixing.

 

If the plumber installs the toilet the wrong way round (directly facing the wall) would you say "Ah well, I can still manage to do my thing albeit a bit awkward and uncomfortable" or demand he fix come and fix it?

 

I have no idea why I should have to put up with someone else's bad work.

 

 

As a homeowner you're responsible for taking care around any utility connecting your house - this includes water and sewage. If you know where the cables / pipes are and don't take care around them damaging them in the process then this is on you. The cable is buried sufficiently from what I see and should have been discussed in the scope if you required it to be buried at x depth (normally they'd ask you to dig your own trench for this) but there is no real concern of damaging the cable etc.

 

I've seen homeowners who would dig around cables / pipes etc for major work without any issues and just rebury them when done. What you're saying is you don't want to do this (remember - 30cm isn't actually that deep, you'd want to take care regardless) but you're making more of a fuss than what it really is. Anyone could realise there is a cable there and work around it and to be perfectly honest it looks in spec based on the environment they had to work with.

 

The job in this case was not at all done badly, it is a tidy job with bright red ducting to let you know "please be careful here". It isn't just the hybrid cable dug into the ground like I've seen with some installations (eg - mine) or anything. The cable in your case is impossible to miss and easily worked around and such a small area to dig around.

 

As for the toilet analogy you're just being silly now and it doesn't make sense when comparing it to brightly coloured ducting that'll take you bugger all time to work around. Even if it was at the depth you wanted you'll still have to work around it.

 

 

It was the people who DID the job who told me the cable was going to be at 30 cm depth. It was the people who DID the job who told be they'd have to cut THROUGH the concrete. It was the people who DID the job who told me afterwards that everything was fine. It was the people who DID the job who did NOT tell me the cable was actually BURIED IN the concrete instead because they didn't cut all the way through the concrete but only halfway, put the cable in the slit and poured more concrete on top. I therefore could NOT have known where the cable actually was and could only assume it was - as they told be it would be - at 30 cm depth all the way to the house. 

 

So your whole 'Your responsibility, you must know where cables are, otherwise it's on you' is NOT applicable here. 

 

ANYWAY....

 

Today, out of the blue (terrible communication again on enables's part) a team arrived to finally fix the problem. They AGREED it was not done correctly. Today's team DID cut all the way through the concrete and the cable is now, as it should be at 30 cm depth, and IN the ground BELOW the concrete and they filled up the slit with new concrete. The entire operation took no longer than maybe an hour. They also did some maintenance on the grass.

 

I say WELL DONE and KUDOS to the guys that came out today and fixed it. I say management at Enable, luckily I was home as you didn't inform me a team was coming. There's definitely room for improvement there. Thanks anyway for fixing it.

 

EDIT: thanks to the others above for suggestions and remarks as well!


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Geek
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  Reply # 1619245 29-Aug-2016 18:04
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What time did they come out? I find it interesting that they came and fixed it the exact day you went public and posted on this forum.


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Master Geek
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  Reply # 1619265 29-Aug-2016 18:43
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bigbadkiwi:

 

What time did they come out? I find it interesting that they came and fixed it the exact day you went public and posted on this forum.

 

 

Regardless, he should have contacted Enable or his RSP immediately in the first instance without throwing a tantrum. All LFCs have reinstatement and QA processes. I probably fire one off every month on average and they all get fixed to top notch quality.

 

Yes, it shouldn't happen in the first place but all professions have the bad egg trying to cut corners and that's what those follow up processes are for.


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