Possible fibre roadblocks
A lot goes into getting fibre installed at your home and while we do everything we can to make sure you get connected as soon as possible, we can’t control everything. If your installation has been delayed or blocked, you’ll find all the info you need right here.
Body Corporate Consent required
If you live in a flat, apartment, estate or complex your fibre provider will usually have to get Body Corporate consent before they can install your fibre. If you’ve received a notification about acquiring landlord consent, then your fibre provider has already contacted the relevant people and are awaiting a response. If you are on the board or have the authority to sign the consent please do let us know so that we can speed things up for you. We cannot give you a definitive ETA with this kind of delay as it is all dependent on how long your Body Corporate takes to sign off.
Site Plan in progress
Once body corporate consent has been acquired, a site plan needs to be prepared. This details exactly how the fibre will be laid and where trenching needs to take place. The site plan will also detail how any potential damages will be avoided and repaired. An ETA at this point is hard to determine as it all depends on whether the site plan gets signed off.
Unspecified Delay
Sometimes a fibre provider will alert us of a delay without specifying any reason, we always chase this up to find out exactly what the issue is. The most common reasons for this kind of delay are
• Incorrect contact details
• Missed appointments
• Incomplete infrastructure
• ONT replacements + charges to conduct reinstallation.
• No conduit for installation
• Not canceled with previous ISP
• Neighbors not giving reticulating permission
ETA’s for these kinds of issues are usually shorter but will differ depending on what the actual issue is. If you have received this kind of notification, you can rest assured that we’re already chasing it up with the fibre provider.
Body Corporate Consent Denied
Sometimes a fibre provider will be denied build access to your complex, building or estate and will not be allowed to install any infrastructure into your building. This is most likely because there is existing infrastructure and your Body Corporate has signed an exclusivity agreement with that provider. Unfortunately, if this is the case, we won’t be able to get you connected.
Installation rejected
If you’ve rejected the installation for any reason, we may need to place the order again or simply reinstate it. If you did not reject the installation or did so accidentally, contact us immediately so that we can get the ball rolling and reschedule your installation.
Order rejected
A fibre provider will reject an order if the address already has an active connection or pending order on their system. If you have placed an order or have a current connection, then please call our team so that we can process your migration and get you online.
If you have any other questions or would like to know more give us a call on 087 470 0000 or speak to us via email at [email protected]
Click here to chat