nbn Tech Damaged Reticulation While FTTP Upgrade and Don't Want to Fix It Now

Ehty on 21/12/2022 - 17:46
Last edited 21/12/2022 - 20:41 by 2 other users

I signed up to the MORE deal and was asked to upgrade from FTTN to FTTP. NBN guys came thrice to have look and installed a utility box on the outside wall of the house. During this they also laid cables from nearest pit to the new utility box, which included digging my lawn (inside my property).

After they left in the evening the reticulation didn't work, and when I had a look, they had dug quite near to the solenoid and maybe damaged something in the process.

I raised a property damage request, and they sent out three different team to assess the damage. The last team which visited said they cannot fix this as they are not authorised to work on private property. When I questioned why they dug on the private property at the first instance they said NBN had multiple subbies for each activity, and they were not the ones involved in this. Further they asked me to raise this with my service provider. After which NBN closed my damage request as resolved!

Any suggestions how to contact NBN again other than raising a new damage request?

TL;DR : NBN damaged reticulation during install and now say can't fix damage on private property.

Home & Garden Broadband FTTP nbn

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Comments

  • Clear on 21/12/2022 - 17:50
    +19

    Telecommunications Industry Ombudsman is always an option when they're not cooperating.

    https://www.tio.com.au/

    • HeWhoKnows on 22/12/2022 - 11:48
      -1

      There is no obvious direct connection between the NBN job and the damage.
      According to OP…
      " I had a look, they had dug quite near to the solenoid and maybe damaged something in the process."

      So thats rather inconclusive.
      This is NOT evidence of damage created by NBN team.
      A solenoid can fail at any time for no particular reason.
      Suggest OP just fixes the issue and moves on.

      • Clear on 22/12/2022 - 12:30

        I didn't say it was. Rather in general with NBN and ISPs you can go to the TIO if you're not satisfied with their response. A resource not enough people know about.

  • AdosHouse on 21/12/2022 - 18:01
    +1

    "maybe damaged something in the process" or definitely damaged something?

    • Ehty on 21/12/2022 - 18:06

      It was working in morning, I had got it checked few weeks before by watercorps and got somethings replaced.

      • AdosHouse on 21/12/2022 - 18:15

        I'm not being rude, but it was working in the morning means nothing. At this point it sounds like you have no proof, so any complaint is meaningless. Get proof they damaged it and then follow up with the TIO.

        I was doing a job where I was literally going to a site and doing a check on a security seal on a PC, PC kept a loop system up. I didn't touch anything except visually checking the seal and that all cables were plugged in all the way. Finished up and walked out to my car when the manager comes running out saying the loop system just went down. Spent ages trying to work out what happened but eventually worked out that the network switch that connects the PC just had a port fail. Now what were the chances that an enterprise grade Cisco switch had a port fail, the port that connects the exact system I was there to check, in the 20 minutes I was on premise?

        • Ehty on 21/12/2022 - 18:18

          What proof can I show ? I have this report from Watercorps 3 weeks earlier which says everything is working well!
          Nothing other than that to be honest.

          • avoidfullprice on 21/12/2022 - 18:21

            @Ehty: Photos of scratches on motor for example

            • Ehty on 21/12/2022 - 18:22

              @avoidfullprice: It could be pipe damage also but all that stuff is burried and if I dig it up they may say it was caused by my digging

          • kallico on 22/12/2022 - 07:29

            @Ehty: That was 3 weeks earlier. You need them to check again could just be a coincidence

        • jv on 22/12/2022 - 01:10
          +2

          I'm not being rude, but it was working in the morning means nothing.

          just need a stat dec…

  • MS Paint on 21/12/2022 - 18:06

    It's inconvenient for sure but have you made a legitimate attempt to identify the issue?

    It might be coincidental, it might be something minor that you can identify as it's your watering system (did you install it?).

  • Drakesy on 21/12/2022 - 18:50
    +3

    Well is there or is there not damage to your retic system?

    dug quite near to the solenoid and maybe damaged something in the process..

    is not exactly concrete evidence.
    It'd be pretty obvious if there was,
    just dig it up with your hands (video tape the uncovering)
    then video the solenoid and any evidence that it's broken.

    If they chopped through a pipe then you'd still have water flow just not where you want it.
    if they cooked your solenoid then you won't.

  • JimmyF on 21/12/2022 - 19:03
    -1

    TL;DR : nBn damaged reticulation during install and now say can't fix damage on private property.

    Did they really? You show no proof of this, just it was working and now its not… Until you know what is wrong and the cause, it could have been aliens! The power supply might have failed, who knows. Get someone out to fix it, if NBN, send the bill to NBN.

    • Ehty on 21/12/2022 - 19:26
      +1

      Some points
      - They never asked for proof
      - all the teams who came to check agreed damage has been done
      - the only point is they don’t repair on private property

      • Switchblade88 on 21/12/2022 - 22:06
        +1

        all the teams who came to check agreed damage has been done

        Long as that proof is in writing that's all you need to take to the TIO.

      • Lichen6420 on 22/12/2022 - 07:25

        Blame aside if there is no water leak it is probably just the solenoid wiring.

        If it is a single solenoid (not a manifold set of multiple) then there will be 2 wires running to it. A common and a control wire. Look at the solenoid wires and trace this wiring, if it runs through where they were digging and has been severed then the fix is a simple as re-joining those 2 wires. It is one of those things if it is that simple it's just easier to fix yourself rather than dealing with NBN.

        If the wires head off in a different direction it is likely unrelated to the works nbn performed.

        edit: comment below about the click is spot on. Have someone switch the watering zone on while you listen to the solenoid, if there is no click it is likely the wiring.

        • Ehty on 23/12/2022 - 23:04

          So the wires are cut , how do I join them now!!

  • iamherenow on 21/12/2022 - 19:35

    Can't be that hard to figure out what the issue is. If solenoid clicks, you have power. If water is flowing out of solenoid valve, but not spraying, you have break. If you have break, follow the pipe and put a $1 joiner where they cut it. Sounds much easier than your approach.

    • Ehty on 22/12/2022 - 22:03

      The solenoid is clicking, does that mean wiring would be ok and search for cuts?

      • iamherenow on 22/12/2022 - 22:25

        I'd say good sign. If you can easily unscrew the pipe after the valve, then you can check for flow after the valve when activated. There is the possibility solenoid valve internal mechanism could be out of whack. If it's flowing but not sprinkling, then yes I'd begin the search for cuts. You could probably even just leave it running for a few hours, and then find the puddle. But if it's right on the nbn line, maybe not such a great idea.

  • Cheapascents on 21/12/2022 - 19:44

    raise complaint to ISP, NBNco and odbudsman.

  • jizmo on 21/12/2022 - 20:02
    +1

    They would have told they're going to dig prior to starting.
    Then they sent people out 3 times to look at a $26 solenoid valve.
    https://www.bunnings.com.au/holman-25mm-solenoid-valve-with-…

    No wonder the NBN is so expensive. Wasting their time over trivial crap like this.

    • ssfps on 22/12/2022 - 01:17
      +1

      My experience with NBN subcontractors is that they don't communicate anything.
      I've had holes in walls and furniture moved around without being asked or even had it mentioned to me, two rooms over.
      Maybe because they know how many layers of bureaucracy exist between the end user and the contractor, it's like a shield. i.e have to complain to the RSP, in turn lodging an NBN ticket, in turn contacting the subcontrator, etc.

  • thatonethere on 21/12/2022 - 21:57
    +2

    They did this to my dads house. He karened them and they came back to fix it.

    • jv on 22/12/2022 - 01:12
      +1

      He karened them

      😲

    • ssfps on 22/12/2022 - 01:15
      +1

      "Karen" is used to imply an unjustifiable indignant attitude.
      If the NBN came and (profanity) up your dad's reticulation, he's entirely justified in being indignant and getting them to remedy it.
      It's a real Karen move to refer to people seeking a fair resolution as "Karens"

      • thatonethere on 22/12/2022 - 21:26
        +1

        All g mate. He just had to be very insistent and talk to the manager.

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