NBN FTTP Fibre Upgrade Sutherland Shire Cabling For NBN Box

Overview

In this case study, we look at a real-world scenario involving a Fibre to the Premises (FTTP) installation at a customer’s property in Yowie Bay, in the Sutherland Shire. The customer, who had opted for an FTTP upgrade, faced significant difficulties as multiple NBN technicians had refused to install the necessary conduit and cabling to connect her desired internal location with the NBN box. The situation was further complicated by the lack of cooperation from both NBN and her Internet Service Providers (ISPs). This case study highlights how our team at Securacom tackled the issue and provided a practical solution for the customer.

The Problem

The customer had been struggling to get her fibre upgrade completed. She had already dealt with three NBN technicians who were unwilling to run the necessary conduits and fibre cabling from the external connection point to the desired internal location for the NBN box. The technicians were only willing to install the box where it was convenient for them, without considering the customer’s preferences. Additionally, the customer received no assistance from her ISPs, who directed her to hire a private technician to complete the task. This left the customer frustrated and without a clear path forward.

The Solution

Upon assessing the site, Jason from Securacom identified a few key issues:

1. Incorrect Routing of Existing Cables: The existing cables had been routed poorly, entering the box from the wrong side, which would have required excessive bends if left unchanged.
2. Complex Pathway Requirements: The cable needed to be routed through multiple bends, over a fence, and around obstacles like bricks, making a straightforward installation difficult.
3. NBN’s Minimal Effort Approach: NBN’s previous work left the fibre cable loosely placed without proper routing or secure installation, expecting the customer or a private tech to handle the difficult parts of the job.

Jason’s approach involved several steps to ensure the job was done correctly and met the customer’s needs:

1. Re-routing the Cable: Jason re-routed the conduit and cabling to ensure a more direct path from the external connection point to the internal location, avoiding unnecessary bends that could damage the fibre cable.
2. Installing Flexible Conduit: To navigate around the bends and obstacles, a flexible conduit was used. This allowed the cable to pass over the fence and around tight spots without risking damage to the fibre.
3. Neat and Secure Installation: The installation was carried out neatly, securing the cable and conduit along the way to ensure a tidy and reliable setup. The fibre was brought through the wall and positioned exactly where the customer wanted her NBN box.
4. Preparing for NBN’s Final Visit: With the conduit and cabling securely in place, the NBN technician’s job was reduced to simply attaching the NBN box to the wall. This preparation made the final installation straightforward and minimised any further disruption for the customer.

Outcome

The customer was extremely satisfied with the work, noting that the installation was clean, professional, and exactly what she had requested. NBN was scheduled to complete their part of the installation that afternoon, and Jason ensured that everything was perfectly set up to make their job as easy as possible.

In addition to the conduit work, Jason also set up a mesh Wi-Fi system in the customer’s home, ensuring strong internet coverage throughout the property.

Key Takeaways

• Customer-Centric Solutions: Understanding the customer’s needs and preferences is crucial. By providing a tailored solution, we were able to deliver a satisfactory result that standard NBN procedures could not.
• Technical Expertise: Proper assessment of the site and strategic use of flexible conduits allowed us to navigate complex pathways that standard installations might avoid.
• Complementary Services: Offering additional services like mesh Wi-Fi setup can enhance the overall customer experience, providing a one-stop solution for connectivity needs.
• Proactive Preparation: By pre-installing conduits and cables, we significantly simplified the work required from NBN, reducing the likelihood of further delays.

Conclusion

This project in Sutherland Shire demonstrates the importance of flexibility, technical know-how, and a willingness to go beyond the standard procedures to meet customer needs. At Securacom, we specialise in providing tailored solutions for complex connectivity challenges, ensuring that customers get the service they deserve when standard providers fall short.

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