Scarifier chewed through FTTP cable...

[Swagatha_Christie]

It appears that the engineers responsible for my FTTP installation saw fit to lay the cable around 10mm below the topsoil. Upon scarifying the surface in preparation for seeding, the scarifier proceeded to rip up the cable from beneath the surface, severing it and almost damaging my scarifier in the process (see attached images).

The sheer ineptitude of a fibre engineer deciding that 10mm is sufficiently deep for a comms cable aside ‐ how do I arrange for CityFibre to visit and rectify this problem?

 

 

 

[Swagatha_Christie]

Not entirely sure, @KeithFrench.

Wasn't on site, but when speaking to the engineer on the phone, they commented that the cable should have been buried at a minimum of 300mm, so I'll assume that's what they've done this time - don't really want to dig it up again just to confirm!

[KeithFrench]

Hi @Swagatha_Christie 

How deep did they bury the cable this time?

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this 🙂 I also received an update shortly after I left to advise that the engineers had resolved the cable issue and that everything was testing ok. I'm just sending you a short survey via a PM.

Thanks

[Swagatha_Christie]

Evening, Michelle. Just an update to say that CityFibre visited this afternoon when I was at work, repaired and re-buried the cable.

I was not on site, but was assured that the cable has been buried to a minimum depth of 300mm and I can confirm that connection has been restored.

Much, much quicker turnaround than I was expecting. Many thanks.

[Swagatha_Christie]

Do we know when this engineer is visiting, Michelle? I'd ideally like the opportunity to dig a suitable trench for the cable so that it can be buried at a reasonably safe depth. I don't suspect the engineer will do this themselves, as it wasn't done the first time round - especially if they can get away with splicing the existing run.

[Michelle-TalkTalk]

Hi,

I've now been advised that they will send an engineer to see if this can be fixed externally with no appointment and if they can't or need access they will let you know/make contact.

Thanks

[Michelle-TalkTalk]

Hi,

No problem, we'll check back in with you in 24hrs to see if you have been contacted.

Thanks

[Swagatha_Christie]

Thanks, Michelle.

[Michelle-TalkTalk]

Hello,

This has now been raised to CityFibre who will run some tests on the line and will contact you directly to arrange an engineer visit.

Thanks

[Michelle-TalkTalk]

Hello,

Thank you. We're currently looking into this and we'll post back as soon as we receive an update.

Thanks

[Swagatha_Christie]

Thanks, Chris. Have actioned the private message.

[Chris-TalkTalk]

Hi Swagatha_Christie,

I've sent you a PM to confirm some details so that we can look into this further

Thanks

Chris

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.