Connecting a property to the network
We can help with your complaint about connection infrastructure – that is, the cables and equipment that connect your property to the telecommunications network. To resolve these complaints, we’ll consider the law, good industry practice and fairness.
Types of connection complaints
We deal with complaints about connection such as:
- a provider didn’t tell an owner or occupier about a newly built or renovated home not being ready for a service connection
- a provider installed infrastructure in an inconvenient or dangerous way
- a provider and owner or occupier disagree about who is responsible for looking after cables or equipment on a property.
Good industry practice and the law
Newly built or renovated homes need to be prepared for connection
Providers should support owners or occupiers to make sure newly built or renovated homes are prepared for a service connection. This can include working with their builder or developer to submit a New Development Application with a Statutory Infrastructure Provider (SIP) and making sure all pre-provisioning work (such as installing a lead in conduit and cable) has been completed.
Infrastructure should be installed safely
By law, providers must protect people’s safety, use good engineering practice and follow recognised industry standards when installing infrastructure.
You are responsible for cables on your side of the network boundary
Usually, owners or occupiers are responsible for installing cabling that isn’t supplied by the provider as part of the service. Owners or occupiers are also generally responsible for fixing problems on their side of the boundary with the network.
More information
For more detailed information read our guidance: