FTTP nbn Technician Unprofessional Behaviour

Viper123 on 05/02/2024 - 10:12
Last edited 20/02/2024 - 21:23 by 1 other user

Hi all,

I was looking to change internet providers and thought it might be a good idea to sign up for the FTTP upgrade from FTTC.

There were 2 technician visits booked for the changeover.
The first technician visit took about 20-25 minutes. He explained what work he would do to install the PCD. Everything went smoothly.

The second visit, I assumed would be complete without any issues either but I was wrong! The technician arrived and within the first minute he advised he can only install the nbn connection box and power supply in the room right behind the PCD. I declined as it is a bedroom. I asked him to install the equipment in the garage and then he realised he hadn't seen the garage. He asked me if he could see the garage and I obliged. He then said he cannot install in the garage and I asked him for a reason. The reasons given are below

  1. The garage is about 10-15 metres from PCD and apparently the nbn tech can only install fibre upto 5 metres. He suggested I contact a private electrician to draw the cable or it would cost me $100-$150 for him to do it. I refused this.
  2. He said he cannot draw any cables under roof tiles. Apparently they do not want to be liable for any leaks arising from this. At this point I knew he was making things up and was full of BS, so I asked him for his ID and company name. He gave me his ID number and refused to give his company name.
  3. He then said even if he wanted to proceed with installation, he couldn't as it involved making a hole through a brick wall and he didn't have a masonry drill or bit.

At this point, I had enough and asked him to leave and said would contact nbn for a resolution or get another technician out. He pulled out his phone and started to take photos of my garage. I firmly asked him to stop taking photos and leave immediately.

As he was leaving, he called his manager and reported that I was abusive and the manager wanted to talk to me to get to a resolution. I explained what happened, the manager wanted to work out a solution on the phone but I refused as I had lost confidence in this dodgy tech to do any installation. He went away and I lodged a complaint with nbn.

A case officer has been assigned and I missed his call. His voicemail said that the technician has reported I was abusive and that there will not be any more appointments booked for me if I cannot guarantee safety for the techs.

I am surprised / shocked and angry that this muppet made a false complaint as I questioned his incompetence, refused to accept his BS and now I have to deal with it.

I have tried to ring the case manager twice but he doesn't answer or call back. I will give him another day before I reach out to nbn again.

Keen to know if anyone else has had similar issues and how they dealt with it.

Update 20-0-24:
Thank you to everyone who contributed insightful comments and took the time to share their experiences. NBN has apologised and informed me that the complaints and issues with this contractor are not unique, and they are currently conducting an investigation. NBN has assured us that they will arrange for another 'experienced' contractor to evaluate and finalise the installation or offer guidance on the next steps.

Poll Options expired

  • 1
    Contact the internet provider to resolve the issue
  • 2
    Forget FTTP, stick to FTTC
  • 8
    Take it up with NBN and make another complaint
  • 73
    Get a private electrician to install conduit and drawstring and get nbn tech to install equipment
Internet Broadband FTTP nbn

Comments

  • mskeggs on 05/02/2024 - 10:15
    +16

    Do you often encounter people behaving unprofessionally?

    • Viper123 on 05/02/2024 - 10:20

      Not really. Hence why I am shocked.

  • RockyRaccoon on 05/02/2024 - 10:17
    +1

    https://www.acma.gov.au/if-you-have-problem-nbn#:~:text=rule….
    In the meantime, here for the “Libs etc” comments…

    • Viper123 on 05/02/2024 - 10:21
      +1

      Right. Thank you. Looks like I need to make a complaint to the telco.

  • Clear on 05/02/2024 - 10:25
    +7

    The contracted NBN "techs" are as bad as food delivery drivers. Often with Supercheap Auto tools that aren't even right. I always get an electrician for my installs.

  • Danstar on 05/02/2024 - 10:26
    +3

    When I had my NBN upgraded, I got a survey to fill out, which I did.

    The job was done well, but my ethernet connections at one point in my house went from 1000Mbps to 100.
    The tech did play around where the ethernet connections were as he used that hole to feed the NBN line.

    NBN lodged a ticket (without my knowledge) about it to get it fixed, the same tech. came out and wasn't too happy as he assumed I made a complaint about him. He tried to fix it but couldn't, I got the guy who installed it to come out and look at it and he re-wired it which fixed it.

    So I'm assuming that the NBN will take your side when you get a chance to explain the situation.

    • Viper123 on 05/02/2024 - 10:30
      -1

      Thank you. This gives me some confidence. I would hate to explain myself that I wasn't abusive when I wasn't.

  • coffeeinmyveins on 05/02/2024 - 10:38
    +39

    There's always two sides to the story. I reckon you're downplaying your side of it.

    The garage is about 10-15 metres from PCD and apparently the nbn tech can only install fibre upto 5 metres. He suggested I contact a private electrician to draw the cable or it would cost me $100-$150 for him to do it. I refused this.

    That is 100% reasonable on his part. And you can say you won't do it, but then how do you expect them to do the job you want?

    He said he cannot draw any cables under roof tiles. Apparently they do not want to be liable for any leaks arising from this. At this point I knew he was making things up and was full of BS

    Again, that is 100% correct and reasonable. If there was a tile leak, who are you going to blame? Exactly

    He then said even if he wanted to proceed with installation, he couldn't as it involved making a hole through a brick wall and he didn't have a masonry drill or bit.

    Yet again, makes perfect sense. Those techs aren't expecting to drill into brick so them not having a masonry bit is reasonable.

    as I had lost confidence in this dodgy tech

    Even from what you've said he acted professionally and reasonably. Nothing in what you've said makes him come out as appearing dodgy.

    A case officer has been assigned and I missed his call. His voicemail said that the technician has reported I was abusive and that there will not be any more appointments booked for me if I cannot guarantee safety for the techs.

    lol, yeah, you aren't telling us the whole story. I think you DID get aggressive with the tech and have selective amnesia about your part in this.

    • Horacio on 05/02/2024 - 11:00
      +14

      About the masonry drill - that makes no sense as it's hardly an unusual bit of gear. The majority of installations involve drilling through double brick or brick veneer walls from the external box to the internal gear, plus attaching saddle clamps to walls, etc etc.

      • coffeeinmyveins on 05/02/2024 - 11:01
        +2

        hmmm yeah good point, not sure why i didn't think that (and I live in a double brick place!)

        • Horacio on 05/02/2024 - 11:10

          Without going into the OP's demeanour, which I have no way of evaluating, I'm interested in the distance under/over/through the house they will run the cable. Like the OP, the only outward facing room in the house I'm in is a bedroom, which would be no good for the equipment in a share house situation. I'm going to look it up and report back..

          • Twix on 05/02/2024 - 11:26
            +2

            @Horacio: 40 metres.

            • Horacio on 05/02/2024 - 13:38

              @Twix: Thanks. I was about to add that I'd found that that 40m seems to be the maximum length for a "Premises internal cable (PIC)", but was still wondering if the NBN installer would necessarily run it all that way for free..

              • Twix on 05/02/2024 - 13:55
                +6

                @Horacio: Yeah they will unless you get one that makes excuses.

      • Clear on 05/02/2024 - 11:10
        +5

        Having been involved in hundreds of NBN installs I've never come across the new techs having anything more than a screwdriver kit. The turn over is pretty big. The older experienced techs always have the right gear.

        • Sidor on 06/02/2024 - 07:19
          -4

          I would double your expertise in your involvements in so called "hundreds" of NBN installs. Definitely you got no idea.

          • Clear on 06/02/2024 - 07:31
            +5

            @Sidor: Found the tech on his work visa without any experience. You really, really think all techs (who are sub contracted) are going to be bringing a hammer drill?

            I'm not talking home installs either btw. Which makes it so much worse turning up to a large multi tenancy building without the right tools.

    • Montyjpm on 05/02/2024 - 11:11
      +5

      I don't know this guy personally but he sounds very entitled. His next post could be "tech drilled the wrong/big hole and fked up my wall"

    • ESEMCE on 05/02/2024 - 11:29
      +6

      Maybe you're right about OP's behaviour, however this part makes no sense to me and swings me to believe OP that the tech was being obstructive.

      Those techs aren't expecting to drill into brick so them not having a masonry bit is reasonable.

      Why do you think it is reasonable?
      OP's house is clearly brick construction (my guess is that most Aussie houses are, certainly 99% of houses within 10km of mine are brick and most are double brick)
      How did the tech propose to install even back to back without drilling through brick to run the Fibre lead to the internal unit?
      Older houses (like mine) are even double brick, so even if the first installer pre-drills the hole for the Internal fibre lead (which would be unacceptable), the second installer would still need to be able to drill into brick to mount the NBN fibre modem on the internal wall.

  • CyberMurning on 05/02/2024 - 10:43
    +7

    He said he cannot draw any cables under roof tiles. Apparently they do not want to be liable for any leaks arising from this.
    that is 100% correct they will not. just give up pleaes

  • ThithLord on 05/02/2024 - 10:53
    +12

    Even your side of the story doesn't paint you in the best light, so I'd love to hear the techs side of the story!

  • freefall101 on 05/02/2024 - 10:54
    +8

    Well, you dun messed up, the technician did everything correctly and nothing they said was BS.

    The garage is about 10-15 metres from PCD and apparently the nbn tech can only install fibre upto 5 metres. He suggested I contact a private electrician to draw the cable or it would cost me $100-$150 for him to do it. I refused this.

    This is completely normal. If you wanted it running into the garage you're meant to tell the first installer that, not the second. The second is there to drill a hole and setup the connection, not to be your electrician. $100-150 sounds pretty reasonable to me.

    He said he cannot draw any cables under roof tiles. Apparently they do not want to be liable for any leaks arising from this. At this point I knew he was making things up and was full of BS, so I asked him for his ID and company name. He gave me his ID number and refused to give his company name.

    I've had solar installed recently and some roof work done, I had to pay extra just because I have roof tiles. If they have no insurance (provided by NBN) then there's nothing this guy can do about it. Why does this sound like BS to you?

    Also they're not allowed to give their own company name, because complaints are dealt with through NBN.

    He then said even if he wanted to proceed with installation, he couldn't as it involved making a hole through a brick wall and he didn't have a masonry drill or bit.

    Are you talking about the garage or bedroom installation? If the bedroom doesn't require a masonry bit then that seems perfectly reasonable. Again, you are meant to ask the first installer where you want it located, not the second.

    You're acting like this installer is working for you, they're not. They're working for NBN and were bought in to do the job NBN told them to do. You needed to sort out prior to this where you wanted it.

    • Twix on 05/02/2024 - 11:11
      +5

      apparently the nbn tech can only install fibre upto 5 metres.

      This is bull. You have 40 metres of fibre to play with and he should not be asking for extra money.

      • freefall101 on 05/02/2024 - 11:36
        +1

        Fair point, asking for money is a bit weird. The 40 metres I thought was meant to be on the inside of the wall though, not the external? Which would rule out a garage unless it's part of the house.

        • Twix on 05/02/2024 - 11:53
          +8

          Apparently the nbn installers get paid the same amount regardless of if they spend 1 hour vs 3 hours. This is why some nbn installers pull excuses and tell you to get a cabler so when nbn come back all they do is put the fibre and NTD in and they can quickly move onto the next install.

          Internally there can be 40 metres of fibre cable from the nbn PCD to the fibre NTD.

          • 2024 on 06/02/2024 - 20:09
            +3

            @Twix: Can you blame them though?
            Would you want to spend a 3rd of your day on a single job when you could do 2 jobs (with travel counted) and get twice the amount in the same time?

            The issue should be with NBN not allowing the correct amount of time and paying accordingly, or the original assessment.

    • ESEMCE on 05/02/2024 - 11:35
      +6

      the technician did everything correctly and nothing they said was BS.

      Yet NBN's own documentation recommends against installing the Internal unit to a bedroom.

      and

      he didn't have a masonry drill or bit.

      This makes no sense. Most Australian houses are of brick construction. The second installer needs to run fibre from the external unit to the Internal and (at least in my case) that was done by drilling through the brick.
      My house is also double brick, so just to mount the Internal unit also requires drilling into brick.
      It's absurd that the installer didn't have the necessary tools to perform these tasks IMHO.

      you are meant to ask the first installer where you want it located, not the second.

      If this is correct, then worst case, the first installer is to blame, not OP.

      • freefall101 on 05/02/2024 - 11:40

        Yet NBN's own documentation recommends against installing the Internal unit to a bedroom.

        I never saw that in the NBN stuff I was given. Sucks, mine is in the bedroom, it would have been nice to have been more central (maybe I got the same installer as OP)

        This makes no sense. Most Australian houses are of brick construction. The second installer needs to run fibre from the external unit to the Internal and (at least in my case) that was done by drilling through the brick.

        When the first install is done they take photos of it for the second installer. If the box was installed on a weatherboard house then it's pretty safe to assume a masonry bit isn't required.

        If this is correct, then worst case, the first installer is to blame, not OP.

        It's on OP to tell them.

        • ESEMCE on 05/02/2024 - 11:50

          When the first install is done they take photos of it for the second installer. If the box was installed on a weatherboard house then it's pretty safe to assume a masonry bit isn't required.

          It's also pretty safe to assume that the installer doesn't pack a different toolkit for each job.
          Even in VIC, the ratio of Weatherboard to brick houses can't be much more than 50:50, so on average, every second job is going to need a masonry bit.

          I mean, maybe he snapped his sole masonry bit at the job immediately before and threw his Hammer drill to the ground in frustration and broke that too and was planning to stop in a Bunnos on the way home from this job?
          It's the only thing that might make any sense.

  • Summoner on 05/02/2024 - 10:58
    +3

    Just a comment about your poll option. You need a registered cabler for your cabling work, not electrician unless your electrician is also a registered cabler.

    • bbinc on 06/02/2024 - 09:03

      Poll also needs a “lodge complaint with telco” See my post below

  • jorf on 05/02/2024 - 11:01
    +2

    You sound like my neighbour, who often posts these kinds of stories on Facebook about how tradies come round to her house, apparently with the express purpose of abusing and threatening her. They all do this quietly too, because they were careful enough to make sure that we never heard anything, despite having being home at the time of these wild events.

    TL;DR I don't believe you weren't being a dick.

    • coffeeinmyveins on 05/02/2024 - 11:21
      +3

      I've dealt with people like you're describing. They don't even think they are being condescending, rude and awkward, then act all "surprised pikachu" when things don't go their way.

  • Twix on 05/02/2024 - 11:03
    +2

    He should not be asking for $100-$150 on the side and the 5 metres of fibre is not true. There can be 40 metres of fibre cable from the nbn PCD to the fibre NTD.

    Hiring a cabler or sparkie to install P20 telco conduit with a drawstring is an option. You would reorder with your ISP and nbn will come back to install the PCD, fibre lead-in and fibre NTD. Only nbn can install the fibre lead-in. A sparkie is not allowed to install the fibre lead-in.

    FTTC is being shut down in the long run. Speak to nbn again and call your ISP for a new FTTP install time.

  • jason101 on 05/02/2024 - 11:04
    +5

    I have sympathy for you, I had a very friendly but very rough contractor attend to my upgrade. Drilled holes in my brickwork without notice, mounted a lovely plastic box on the front wall of my house 10cm from a Window at eye height, used all of my pull-through strings for their cable in existing conduit (fair enough but now I have no pull through left), marked up walls internally to buggery with scrapes and nicks - all up, rough is an understatement.

    I think I would have rather had a cowboy with no masony bit turn up who wanted $150 than the guy I had who just wanted to complete 10 installs per day and had absolute disregard for quality / other peoples homes.

    • coffeeinmyveins on 05/02/2024 - 12:28
      +2

      and this is why you watch contractors like a hawk if they do things on your home

      Should they have checked with you what the plan was? yes
      Should you have made sure they were doing things according to what you were expecting? also yes

      • 2024 on 06/02/2024 - 20:17
        -1

        Are you one that will follow a trade up a ladder into the roof space?

        • coffeeinmyveins on 07/02/2024 - 06:53

          Lol no but if I have a tradie walking around drilling holes in my house I'm chatting to him and verifying what he's doing.

          At the end of the day, who has to pay for it and live with it?

          But nice attempt to make me come across as a "ken".

          • 2024 on 07/02/2024 - 21:35
            +1

            @coffeeinmyveins: Haha, wasn't my thought at all, but if you feel that's how you come across?

            Being a sparkie, at least a couple of times a month we'll come across the 'enthusiastic' client who can actually hinder the job and slow progress, depending on their level of interest.

            I like to treat job as if it's my own house, always run through whatever the job will require with clients at the start and then prefer to be left to do the job.
            When we need to stop to make small talk instead of focusing on the job, that's more likely when something could go wrong.

  • carlJack on 05/02/2024 - 12:42
    +1

    You have my sympathies OP. good luck

  • SBOB on 05/02/2024 - 12:45
    +2

    Getting a conduit and draw string ran between roof location above NBN box on outside wall and whatever internal location you want the ntd installed at.
    It's the simplest solution, guarantees you will have an install without messy unexpected outcomes, and makes the NBN installers job so easy they will likely do a neater overall job as you've done all the hard work.

    That's what I did for my fttn to fttp upgrade. Running comms conduit is easy. Either an elec job for an hour or two (or diy and following NBN guidelines regarding bends and glued joints and running a non conductive draw string through the conduit etc etc)

    • Horacio on 05/02/2024 - 13:43

      This is what I think I'll do. The limit of three bends is a bit tricky though

      • SBOB on 05/02/2024 - 17:11

        Shouldn't be too hard, pretty easy to have a single long straight run through a roof, even with a small amount of flexy curves to get around stuff.

        I only had 2, one 90 at the top plate at each end, a long multiple conduit single run between (small flex bend to go between joists).

        All the bits are available at Bunnings if you're a diy'r (ensure you get the comms conduit, larger Id than electrical)

  • joka on 05/02/2024 - 13:13

    The technician is trained to do what he needs to do, nothing more and nothing less. That is a failing of the nbn co., not the technician. Sounds like unprofessional customer behaviour.

  • ozbs25 on 05/02/2024 - 14:01

    We've had some bad NBN/ISP techs over the years. Some of them are pretty lazy/dodgy, even had a racist one.

  • lunebyes on 05/02/2024 - 14:40
    +1

    NBN is pretty clear that they don’t guarantee the new FTTC device will be installed in the same location and existing hardware.

    The techs are instructed to install as close to PCD as possible, normally back to back. The fact it’s a bedrooms isn’t his concern.

    I upgraded to FTTC recently, I asked nicely and offered to help and the tech agreed to
    Install the FTTC in my preferred location, however I would not have sent him away if he had refused.

    If they come back then don’t expect them to install in your garage, you will need to arrange this separately yourself.

    • RockyRaccoon on 05/02/2024 - 15:49

      So whats your point. They are upgrading from FTTC not To FTTC

      • lunebyes on 05/02/2024 - 20:27

        Typo on my part, I meant FTTP not FTTC

    • ESEMCE on 05/02/2024 - 15:58
      +2

      NBN is pretty clear

      Nothing NBN does is clear IMHO, in fact I reckon they spend more time trying to muddy the waters than anything else.
      And as NBN don't deal directly with the public anyway, it depends on what info the ISP supplies.
      I got very little info supplied to me for my install.

      And even trying to find basic info from NBN like the dimensions of the Internal Unit were not possible for me. I ended up getting the dimensions from a Telstra Document!

      NBN's official install guide has less info than their actual web-page including lacking their restrictions on install location.

      • lunebyes on 05/02/2024 - 20:31
        +1

        https://www.nbnco.com.au/residential/upgrades/more-fibre/faq…

        This is from their FAQ, was clear to me. Aussie Broadband also conveyed this information when I placed the order.

        “Therefore, it may not be possible to have the new nbn connection box installed in the same location as your original technology connection points.

        If you have a location that you would like the nbn connection box installed that does not meet the specifications above, you may need to engage a licenced cabler to provide a suitable cable path.”

      • Sidor on 06/02/2024 - 07:14

        Sometime worths reading before posting nonsense statements.

        • ESEMCE on 06/02/2024 - 08:36
          +3

          Not even sure how that relates to my comment.
          There are no dimensions listed in the FAQ..
          And yeah, I did read the FAQ, I even say so here (emphasis added)

          NBN's official install guide has less info than their actual web-page

          Just to shoot down the argument that the Tech was correct. The FAQ also says

          Generally, we will only install devices in a bedroom if requested by you.

          In this case, the technician was arguing specifically against this (actually quite specific) wording.
          .

          And, linking to something that says
          "may"
          and arguing that the language is "clear" is also a poor argument..
          The word "may" is there to dilute the clarity of the statement following.

          If anything, it supports my argument that NBN set out to make things unclear.
          There are no hard and fast rules to follow, there's not even some guidelines supplied.

          I've read elsewhere in this post that they specify somewhere a max of 3 90 degree bends in conduit. Not listed in this FAQ or any other document that I read, but apparently it's mentioned somewhere. (i wasn't running conduit, so perhaps it's understandable that I didn't find it)

          In summary, NBN wont specifically tell you, you just have to know it exists and go find it yourself, or read about it on some random forum post.

          • Clear on 06/02/2024 - 09:21

            @ESEMCE: His own statement could be said about himself

            Definitely you got no idea.

            • ESEMCE on 06/02/2024 - 09:28

              @Clear: You'll have to be a little more clear, Clear, cause I'm not following you?

              • Clear on 06/02/2024 - 09:34

                @ESEMCE: Sidor is the pot calling the kettle black. He says we have no idea when it's him who has no idea. Obviously a troll.

                • Sidor on 06/02/2024 - 10:33
                  -1

                  @Clear: The troll is the one who is saying NBN has only screwdriver to complete the job.

                  • Clear on 06/02/2024 - 13:02

                    @Sidor: The one saying the sub-contracted NBN tech turns up to an FTTP repair job with only a screwdriver set from Supercheap Auto. Not expecting he'd need a hammer drill to go through the wall to feed new fibre optic and having to reschedule the job for someone better experienced with the right tools.

                    You see you should ask for more context before calling BS.

  • payless69 on 05/02/2024 - 14:41
    -4

    username checks out:

    Cat meets snake: Snake sharpens teeth, loads extra load of poison ready to kill cat.
    Cat measures speed.
    Cat calculates.
    Cat makes a plan.
    Cat considers relative brain size.
    Cat measures flexible length of movable limb.
    Cat practices speed tests, re-calculates stamina's.
    One of the 2 animals ends up having a wonderful meal!

  • kiitos on 06/02/2024 - 08:21

    Given what was said above about a maximum of 3 bends in the internal conduit, and the fttp connection box not necessarily being in the same spot as the old one, did that also apply to the external run?

    That is, areas there card where they need to rerun new conduit through your garden on a different route that the old cable took?

  • DARK KHAOS on 06/02/2024 - 08:24
    +2

    I have managed several nbn FTTP upgrades for customers recently.
    The techs have told me on several occasions that they can claim $6 per meter for additional cable run required.
    Not sure if it is different per state. I am in QLD.

    Regardless I would have just paid the $100/$150 to get it done and move on.
    But that's just me.

    • 2024 on 06/02/2024 - 20:24

      Agree.
      Sparkie cost to run conduit will be that, if not more and then will require more appointments and waiting.

  • mhz on 06/02/2024 - 09:31

    I had the same thing happen with my FTTP upgrade as well. These guys are contracted to do the most minimal work possible at the minimal cost.
    I needed my box placed in my hallway cupboard. The NBN guy at first refused. I then refused any other sort of install and he reluctantly agreed to install the box where I wanted it.
    I think he got his revenge on me though with the worst array of conduit on my outside wall I have ever seen.

    • ESEMCE on 06/02/2024 - 09:51
      +1

      Nah, I think the care factor is just minimal.
      Mine is just about the easiest install possible and I felt like the installer was in a good mood.
      Despite this, the external conduit is not vertical (there's mortar lines, should I follow them? nah, I'll eyeball it…)

      The fibre lead in is nailed to the quarter round of my eaves with saddle clips (bare cable, no conduit), but the nails must've been all single tapped as they're all only halfway home. There's only maybe a metre of conduit from the eaves to the external box, no nipple at the top of the conduit, some critter is going to have a new home at the top there.

      The Internal Unit at least seems to be level. But that could be cause he used my line drawn on the wall (using a level) where I wanted the base of the unit to be (or higher).

  • bbinc on 06/02/2024 - 09:53
    +3

    My experience was similar to OP, and very frustrating, but resolved without any accusations or abuse claims.
    3 very old units on single level, I’m in the middle. Units 1 and 3 have FTTC, I have nothing, not even an old copper line (just wireless modem on a data sim). Telco told me my only choice was FTTP with free install given its a priority regional area. Quite happy with that option!
    I’ll try and make this clear.
    I spoke to various parties. 1. Scoping techs x2. 2. Their manager on the phone. 3. The telco by email. 4. The actual installers prior to the job (they called me).
    Scoping techs told me all 3 units had to have FTTP at the same time, involving monthly cost increases for 1 and 3 - those owners said no. Techs: Could not use existing roof conduit. Would have to run conduit externally for each unit, including across my floor to ceiling windows at the top. Manager spoke to me on the tech’s phone. Rubbish he said, they can use the existing conduit in the roof - he’ll come on x date and check. Never arrived. Manager and techs argue loudly on the phone. Techs leave saying multiple conduits along the front of the building. I postpone the date and discuss with the telco. I advise Telco only my unit wants the FTTP. Telco actually responded very positively and raised it with “their supplier”.
    Next I received call from very nice tech, who said it is now a formal complaint from the telco, and he is keen to keep the ticket open and install without visible conduit. Arrives and proposes conduit along the (old) paling fence and under the driveway. I say no. So instead they made another appt and used an underground borer for about 40mtrs, took them six hours. Very neat install, where we wanted it. Dug up lawn repaired nicely. And yes they drilled the brickwork, covered by the box.
    I believe it was the telco that enabled the satisfactory outcome, coupled with a very reasonable installer. Exetel btw. Great communication. Techs say they get paid a pittance - they said $150 for the job however complex. So they are incentivised to keep it simple, and to get all the units done if possible - that would have been $450. Who knows if that’s correct, but as others above have said it’s not a very transparent process, hard to find out what will actually happen, and you have more chance of a good outcome if you firmly prefer the option you want on the day. OP - talk to your telco - you need one who will connect directly to their connections section instead of just the call centre. I did not contact the NBN at all. Just Exetel’s connections people.

  • Hyper101 on 06/02/2024 - 12:13

    I pre empted this exact scenario with my install and was lucky enough to have the installer leave me a 30M Fibre patch lead so I could put the NTU anywhere I like.

  • eckorock on 06/02/2024 - 14:18

    FWIW my experience was similar but the outcome was different.
    I had a tech who initially wanted to do a back to back but because I asked nicely he ran it through the roof to the opposite side of the lounge room .

  • mrhugo on 08/02/2024 - 20:30
    +1

    PCD rates are about $30 p/m for earth and $100 p/m for concrete. There are rules on what they can and can't do. They need to provide proof that it meets the spec of they don't get paid. This amount is divided by all works in the civil team (determined by the ‘boss’), it's basically peanuts.

    Tools, material, transport, fuel, etc are paid for by the contractor, NBN only supply the NTD/PCD and cables.

    NTD are based on a fixed price. The majority of tech's will want the job done in under an hour, or it eats into their take home pay. If they reject a job, they get zero. If they spend hours tracing cables, running conduit, they are basically working for nothing. All depends on the contractor, but reading the OP's story I don't find anything alarming. In my case the contractor said they can spend 1.5hrs doing my job to my standard and get $ abit a crap overall rate, or reject the job and get zero but then has wasted the time driving to site loading/unloading and informing the client their options. In his words, you win some you lose some. The contractors who make the most are the most efficient. Things like entering the subfloor running cables etc most contractors would deny, the contractor would go for the absolute easiest option, usually the other side of the PCD, his words. My PCD is on the other side of a master bedroom, a stupid place for an NTD. Lucky my guy would go under the subfloor (which was a 40cm crawl space) and run a 10m fibre to the NTD in the comm room. If he was to say no, I would have run conduit myself and get him back later…I would want the job done properly.

    For me, PCD, ~8hrs, 3 guys, 2m concrete, 10m earth. Made just under $500 for job, prob $50 in materials. Works out under $20 p/h (if divided equally). Don’t get me started about their terrible PPE. NTD was about 1.5hrs, he was good, you could tell he had done a fair few. He said most were 30min, mine was a long one…because I wanted the NTD in the comm’s room…about an 8m run through two lots of double brick under the subfloor. He even gave me an option of running a 10m pre made fibre cable or cutting it to size and attaching a connetor (went with the pre-made cable)

    No idea if it’s true regarding rates, but it’s what the contractors told me. Make of it what you will.

  • Viper123 on 20/02/2024 - 14:32
    +4

    Update 20-0-24:
    Thank you to everyone who contributed insightful comments and took the time to share their experiences. NBN has apologised and informed me that the complaints and issues with this contractor are not unique, and they are currently conducting an investigation. NBN has assured us that they will arrange for another 'experienced' contractor to evaluate and finalise the installation or offer guidance on the next steps.

    • lgacb08 on 22/02/2024 - 10:31

      Mate, the tone of your story tells it other way. You sound unprepared for his garage visit. What was that with being obliged to show him the garage? If you don't want it to be installed in the bedroom then prepared to show the contractor other part of the house because unlike you he would have better understanding of cable run around private property.
      I find it bemusing you took offence of him seeing and taking photo of your garage and had no issue with him being in your bedroom in the first place. And no I don't think he'd been exaggerating describing your behaviour after reading the tone behind your story. Sure he'd have been a little more professional before taking photo of your garage.
      If you care about aesthetic around your place, for some job like this be prepared and take time do your own research to see how the work gonna impact your privacy because I can tell you it's not just simple as making another hole on your plaster and stick the wall plate on where you want it.

      • Sidor on 23/02/2024 - 07:29

        Exactly. Wait till keyboard warriors who took part in NBN installations throught the screens of computers starts negging you.

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