NBI Install complete mess

5.11 Tactical

Last week, I got a call from Secto (from a mobile) to arrange a survey of my property. The survey took place on Friday, and everything went fine.
Then comes the part I’m not happy about.

Two van loads of lads turned up completely unannounced to run the fibre through the duct to the house. They even broke the door on the panel where the original phone lines came in. When I asked why they’d arrived without an appointment, they literally said they get their jobs on the day.

I was under the impression, based on previous experience elsewhere, that the whole job was done in one go.

Today, two vans from ICL LTD showed up again without notice. They went to the junction box at the road and then to the coiled fibre, did a few things, and drove off—basically doing nothing—without telling me what was going on.

To top it all off, my ISP, Digiweb, didn’t even know they were coming.

Is this normal behaviour for an NBI installation? Because right now it feels like a complete sh1tshow.

LambshankRedemption

Ive not had dealings with NBI, but Ive worked for 2 different broadband providers. I was in Tech Support. All of us nerds in Tech Support were technically knowledgeable people, helping people troubleshoot their issues over the phone. Sometimes talking a very non-techy person through how to configure their router. For a long time I was under the impression that the engineers and installers were like us but plied their trade in a van, not over the phone. Then I met a few of them.

Honestly, some of those guys didn't know one end of a screwdriver from another. So what you say does not surprise me.

NotShero

https://www.boards.ie/discussion/2058429622/nbi-install-complete-mess

Yes it can sometimes be seperate visits. The first visit is before the installation date given and it's to bring the fibre to the outside of the house, they don't let you know when they are calling for this visit as you are not usually needed. The second visit, your installation date, will be bringing the fibre into the property and installing the ONT.

5.11 Tactical

The guys who were supposed to bring it into the house and install the ONT as I said before came and then drove off without explanation and I live in an enclosed property so it was just luck I had the gates open yesterday.

NotShero

https://www.boards.ie/discussion/comment/124056174#Comment_124056174

The installation date is when the appointment should be for the ONT installation, what date have Digiweb given you for installation? That visit today would of presumably been just finishing the work of that first visit.

The Cush

https://www.boards.ie/discussion/2058429622/nbi-install-complete-mess

The only time they make an appointment with the customer is when they're installing the ONT.

In difficult connections situations they run the fibre first and arrange the residential install separately. Part of the fibre rollout.

We were done in 2 hours, fibre run, connected to the DP on the pole and ONT installed, but the pole is less than 50m from the house.

Other houses in our area had fibre run to them on separate days, ONT installed another day. I met the crew (3 lads), they were assigned their jobs that day, showed me the jobs they had for that day, scattered all over the place. No pre-appointment necessary.

Was surprised we weren't on the list, like our next door neighbour. But in hindsight the reason was obvious, the neighbours DP was maybe 5 or 6 poles away and these were the fibre first fix crew that ran fibre from the DP to the gable end of the house, installer came another day to connect.

No reason for the ISP to know about the first fix fibre run, NBI arranges the ONT install and notifies customer and ISP.

5.11 Tactical

https://www.boards.ie/discussion/comment/124056194#Comment_124056194

They said today they were bringing in the fibre to the house but then disappeared after maybe 15 minutes no explanation.

Digiweb are investigating as they were not even aware of this.

My install is a simple one a duct from the pole is 44m away and the fibre on monday was ran to the house from that and the other fibre at the same pole was run to the junction box at the road.

Anyhow it appears to be badly organised and they will have to now make an appointment as I have the property closed off.

People coming into my property with prior notification will get a very quick garda response as you simply don't appear at someones home without letting them know and even the ESB let you know.

Anyhow complaints gone in to NBI ICL LTD and Digiweb as what was explained to me when ordering and what the process would be is not what is happening.

I do know the lads are doing a job but I live in a rural area that has a high amount of robberies by travellers and people in transit vans and hence the reason we have all the security.

NotShero

https://www.boards.ie/discussion/comment/124056266#Comment_124056266

Yeah they brought the fibre to the outside of the house but the date given by Digiweb/NBI is the date that they need to come inside the property and install the ONT. If you haven't received the date yet, give Digiweb a ring and ask when it is.

The Cush

https://www.boards.ie/discussion/comment/124056266#Comment_124056266

Until you have a connection appointment then those crews are allocated other jobs by NBI prior to connecting your premises. The connection to the house is generally a one person job.

5.11 Tactical

Over to Digiweb anyhow thanks for the responses lads, this is confusing from getting fibre installed at other places but I assume Siro/Eir have a different process.

5.11 Tactical

Just had a call from ICL LTD just in case anyone has the same experience as me.

1.) NBI contractors either string or duct the fibre (That was yesterday)

2.) ICL LTD then check/verify and make sure the fibre is working

3.) I assume is the last step of someone coming to install the ONT and terminate the fibre at the house.

Its a pity they dont explain this to anyone and especially someone who is in a closed off property so access can be given.

Its all an education for me and thanks again for the responses as I thought this was all very strange.

NotShero

https://www.boards.ie/discussion/comment/124056446#Comment_124056446

It was a very similar process with OpenEir for me also. Yes you should receive a date by Digiweb/NBI, I'd get in contact with Digiweb now and see if they know.

The Cush

https://www.boards.ie/discussion/comment/124056587#Comment_124056587

I contacted NBI via Facebook and they gave me the go-live date for my DP, Monday 18th August, Circet rang me the following Thursday with an appointment date and was connected that Saturday.

Ardrageen

I had a near identical experience to you 5.11 Tactical, even down to the breaking of the door on the panel where the original phone lines came in.