National Broadband Ireland Cancelling Installation

awimbawayawimbaway

Might post this one here as its a bit of a strange beurocratic problem and can't find a solution to it so far.

Moved to a new house in May this year covered by NBI for fibre installation. Signed up in May and the engineer came out said we had to get the neighbours permission for pole installation on their land giving us the forms. This went against what NBI say and on asking them they said they would get in touch with the engineer and again an engineer came out and said you have to get permission. Contacted NBI again asking was this the case and the same response. Third engineer came out same response and you need permission to trim these hedges for September when we can install the poles.

September rolls around and turns out the order was cancelled by the engineer back in June when the engineer came out the third time on contacting NBI and our service provider (Sky).

Since then I've contacted Sky who wont re-request the NBI order whilst also not cancelling the order since being informed of it. NBI say they cannot do anything till Sky reorder it.

I've escilated Sky to Comreg for not re-requesting the installation and NBI to the Minister of Communications after they've been investigation for a month now and still nothing and really feeling this is some kind of Kafkaesque situation where no one seems to be doing anything.

Just wondering if anyone has any other solutions or had something similar to this one as its a bit beyond a joke at this point.

RobiePAX

NBI at the moment is still very new player in the market.

Sky, Vodafone, Eir. They are all just middle men. They send you the bills, but NBI provides the service.

It looks like Sky is not experienced yet how to deal properly with NBI follow ups looking at your issue. I would chat to your neighbour, to at least have a verbal agreement if they would be cool with a pole to get you connected.

After you are sure neighbour will not be an issue, you need to get Sky order cancelled. Because the way NBI works is "Occupied Space" - "Vacant Space" mentality. As long as Sky occupies the line, no other provider can even try sorting you out. Even Sky themselves can't try again until they cancel the original order.

So keep ringing Sky to get that order completely cancelled. Once cancelled it's up to you, Sky can try again. I personally would have lost trust if I were you and would ask Vodafone or Eir to try get NBI connected instead. Maybe they will keep track and do follow ups better.

You could also try ringing NBI rep directly and ask for advise explaining that NBI and Sky are not communicating to each other properly with your order. What should you do.

https://nbi.ie/contact-us

awimbawayawimbaway

Thats basically how we've been playing it Sky relented today after we submitted a formal complaint and the installation has went back to NBI but dealing with NBI is impossible so far.

NBIs contact function gets you to a call centre and telling them do you want us to sign the form for our neighbours (who are ok with it) triggers the you can't do that response we'll alert the contractor who just says the same thing.

The problem ultimately is we've and 3 engineers out all with 3 different plans for poles across the neighbours (one with ducting, 2 with different numbers of poles), we don't know who to ask about the trees and from the looks of it neither do they when we've asked despite them having tablets with the land registry data on it. I'd prefer not to get dragged into a dispute with the neighbours over what was said to be done when it seems the plan changes depending on who shows up.

Any time we speak to Sky or NBI they just read from their screen that it was cancelled by the end user and it goes from there. Even going via the Office for Communication lead to an email from NBI stating it was cancelled by the end user and a paragraph on how the contractor does wayleaving and permission and you cannot while ignoring the fact its happened 3 times that they say they wont.