{"id":35898,"date":"2023-10-07T00:01:27","date_gmt":"2023-10-06T23:01:27","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=35898"},"modified":"2023-10-17T16:28:36","modified_gmt":"2023-10-17T15:28:36","slug":"hey-this-is-not-the-correct-way-to-install-a-full-fibre-cable","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/10\/hey-this-is-not-the-correct-way-to-install-a-full-fibre-cable.html","title":{"rendered":"Hey! This is Not the Correct Way to Install a Full Fibre Cable UPDATE"},"content":{"rendered":"

Over the year’s ISPreview has seen a few cases of wonky UK home broadband installations. The latest example comes courtesy of F&W Networks<\/a> and supporting ISP Hey! Broadband<\/a>, which post-install informed one of their customers that they “do not bury ducts, you will need to bury them yourself<\/em>” (i.e. leaving fibre exposed across a front lawn).<\/p>\n

According to the most recent update, F&WN, which is being backed by investment from Maestro Capital<\/strong> and Foresight Group LLP<\/strong>, has so far managed to extend their gigabit-capable Fibre-to-the-Premises<\/strong> (FTTP<\/a>) broadband ISP network to cover 360,000 UK premises (up from 250k in Feb 2023). But we must stress that most of their customer installations have been much more professional than today’s example.<\/p>\n

NOTE:<\/strong> F&WN aspires to cover 1 million premises by 2025 and is deploying in towns across West Sussex, Oxfordshire, Greater London, Buckinghamshire, Hertfordshire and Surrey etc.<\/div>\n

The situation first came to our attention during the week after one of our forum members, David, posted (here<\/a>) about his rather unusual experience of getting the new service installed. The service itself had already taken the best part of two and a half months to arrive, which is a whole other story that we won’t unpack today, but suffice to say that there was one final bump as the finish line was crossed.<\/p>\n

In short, the provider’s engineers turned up, did the installation and then left. All of which sounds fine, except for one slight irritation. “They left me with a wonderful plastic tube running down the front garden and over the paving around the front of the house post-install, which I thought was a simple error that they had made by forgetting to bury it<\/em>,” said David.<\/p>\n

Upon querying this, Hey! appeared to positively acknowledge David’s request for the cable to be buried and said they’d respond to him soon. But when the response came, David was surprised to be told: “We do not bury ducts, you will need to bury them yourself,<\/em>” which he promptly did – during a 30c heatwave (although some duct is still running across the paving outside the house). A second communication confirmed this stance.<\/p>\n

\"Hey!<\/p>\n

Over the years we have occasionally seen network operators, or at least third-party contractors working for such operators, conduct shoddy installations that result in fibre ducts (cables) being left exposed over the top of lawns, through bushes and alongside fences etc. Virgin Media<\/a> has come up a few times for doing something similar.<\/p>\n

However, generally speaking the approach, which F&W \/ Hey! appears to be suggesting is acceptable above, is by no means a standard practice or even recommendable. Leaving a cable, whether in semi-protected ducting or not, exposed across a lawn creates a variety of safety (trip hazard etc.) and other risks (lawn mowing, exposure to wildlife and drunken teenagers etc.). In addition, not everybody is healthy or able-bodied enough to do such work, while the risk of network damage increases when left up to regular Joe’s.<\/p>\n

Operators will normally dig any cables for the final drop into homes underground or, when deployed from a pole, run it overhead. In addition, we could find no clearly communicated references to this policy on either F&W or Hey!’s respective websites, and it’s definitely a catch that consumers MUST be made fully aware of BEFORE they part with any money. Naturally, we put these concerns to F&W.<\/p>\n

A Spokesperson for F&W told ISPreview:<\/strong><\/p>\n

\u201cAs per our installations team, we would normally go down the side of the lawn, but it\u2019s not normal practice for us to leave bare fibre as the external duct rated fibre cable is encased in an external duct.<\/p>\n

In saying that, we have also experienced many customers not wanting F&W to dig on their land hence why we advise customers if they want to bury, they are able to do it themselves.\u201d<\/p><\/blockquote>\n

Just to be clear, there can indeed be situations where an end-user may optionally choose to handle the final drop themselves, which is something that can be discussed with your operator beforehand (they may or may not agree). But in this case, the customer was not expecting the outcome they got and hadn’t requested it.<\/p>\n

Furthermore, the operator didn’t leave “bare fibre<\/em>“, it was put through a duct, which they then laid on top of the grass (and paving) and left. F&W have since informed us that they’re now “working with the customer to find a solution<\/em>“, although David hasn’t heard from them again and such discussions may be somewhat academic, given that David has already completed the installation.. himself.<\/p>\n

The key lesson for consumers in all this is to discuss with the operator or engineers, either beforehand or on the day they arrive, precisely what they’re going to do and how they plan to secure the cables. This way there should be no surprises. The engineers will probably do this with you anyway, but it’s always wise to double-check.<\/p>\n

Otherwise, the unusual situation, which hopefully won’t be repeated, follows only a week or so after F&WN confirmed that they were having to respond to a difficult climate by scaling-back some of their build plans and notifying some staff members of future redundancies (here<\/a>).<\/p>\n

UPDATE 9th October 2023 @ 6pm:<\/strong><\/p>\n

F&W have now offered to complete the remedial works as a gesture of goodwill. According to David, the reason they gave for not burying any ducting was that it’s an extra cost that would be passed onto consumers, so it’s expressed as a cost saving measure both for the business and the customer.<\/p>\n

Hey! offer a “bespoke installation<\/em>” service for a charge of \u00a380, which may or may not cover this sort of thing. But David was never offered this, or any other options, and the lapse in effective communication is really where problems like this one arise. The pressure on operators to be aggressively competitive on price is another issue (sometimes you can cut too many corners).<\/p>\n","protected":false},"excerpt":{"rendered":"

Over the year’s ISPreview has seen a few cases of wonky UK home broadband installations. The latest example comes courtesy of F&W Networks and supporting ISP Hey! Broadband, which post-install informed one of their customers that they “do not bury ducts, you will need to bury them yourself” (i.e. leaving fibre exposed across a front […]<\/p>\n","protected":false},"author":1,"featured_media":35900,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[56],"class_list":["post-35898","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-fttp"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/111190565939446388","error":""},"yoast_head":"\nHey! 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