Connecting a property to the network
You can complain to us about connection infrastructure – the cables and equipment that connect your property to the telecommunications network.
TIPS
How you can try and resolve this with your provider
Ask how to prepare your property for connection
Your provider should tell you what you need to do before a service can be connected, such as digging a trench, clearing a safe work area, or cutting back tree branches.
Check how infrastructure will be installed
Ask where cables and equipment will go and whether the installation is safe and suitable for your property.
Clarify who is responsible for cables and equipment
Ask your provider to explain which parts they are responsible for and which parts you need to maintain. [land-and-i...ty-network | Word]
Raise any concerns early
If the installation seems unsafe or inconvenient, tell your provider and ask them to explain your options.
GOOD PRACTICE
How we expect your provider to act
Give clear instructions
Providers must give you full instructions about anything you need to do to prepare your property for connection.
Install infrastructure safely
Providers must protect people’s safety, use good engineering practice, and follow recognised industry standards when installing infrastructure.
Explain your responsibilities
Providers should clearly explain your responsibilities for preparing your property and maintaining any cables or equipment on your side of the network boundary.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at:
whether your provider told you how to prepare your property for connection
whether the installation was done safely and followed good engineering practice
whether you were given clear information about your responsibilities and the provider’s responsibilities
whether the installation was suitable for your property and not unnecessarily inconvenient or unsafe
what the law, good industry practice and fairness say in your situation
POSSIBLE OUTCOMES
Depending on your situation, we may ask your provider to:
Provide clearer information
Give you clear instructions about preparing your property or explain responsibilities more clearly.
Fix or change the installation
Adjust or reinstall infrastructure if it was installed in an unsafe or unsuitable way.
Clarify responsibility
Confirm who is responsible for cables or equipment on each side of the network boundary.