Fibre installation

Hello ​@Irritated , may I kindly ask you to complete your profile with your full name, address, date of birth and customer account number? This will allow us to retrieve your file correctly. If you could also tell us more about what happened, it would really help us understand your situation.

Hi, I filled in the profile details.  There's not much more to add.  While installing the fibre, the workers drilled through the wall and hit a live cable, tripping the fuse.  They said they didn't know much about electricity and finished the installation.  I found out this from my wife when I got home as I was at work.

JP

Hello ​@Irritated, 

I apologize on behalf of Proximus for the inconvenience caused.

A new appointment has been scheduled for September 17 in the afternoon.

A confirmation email and SMS have been sent to inform you of the appointment.

I wish you a good day.

Hi,

I appreciate your intervention.  I hope the engineer who comes on the 17th will be a qualified electrician.  I don’t think a fibre cable installer is qualified to say whether drilling through a live electrical cable has caused any lasting damage - or is in a position to fix it.

JP

​@Irritated, 

I have just sent the information about the damaged cable to the technical support responsible for sending you the technician on 17/09.

We hope that the technician will therefore be authorized to carry out the repair.

Have a good day.

Thanks.  I will ask the technician for proof that he is a qualified electrician.  If not, I’m afraid I will have to send him/her away.

JP

The Proximus technician arrived today, but he was not an electrician.  He couldn’t do anything about the cable, but agreed that a qualified electrician should investigate.  Also he said the signal strength was too low to connect the fibre to the router (reading was -20).  So I now have 2 issues:
1 - Damaged electrical cable
2 - incorrect fibre installation
A few minutes after the Proximus technician left I had a call from Unifibre to arrange an appointment for Monday.  As far as they could tell me, the technician would not be an electrician, so it is very unlikely they will be able to resolve the issue with the cable.
Do I need to get my own electrician and send the bill to Unifibre?
JP

Small update…  A second technician arrived this afternoon.  He took some photos of the installation and recommended we get a quote from an electrician to check the issue.
JP

Hello ​@Irritated, 

I once again offer you my sincerest apologies on behalf of Proximus.

I am forwarding all the information provided directly to the Unifiber technical department.

As soon as we receive a response, we will make sure to inform you.

I wish you a good weekend.

Hi,

2 Proximus technicians came last week.  One took photos of the installation and said we could get an electrician to check if there is any lasting damage.  We should submit the “devis” to Proximus.  The second technician fixed the issues with the weak signal.

Today the electrician came and verified the electricity was OK.  They will send an invoice.

So we are now ready to move to fibre.  Do we have to arrange another appointment?

When we get the “devis” for the electrician, what should we do with it?

Thanks for your help so far!
 

Hello ​@Irritated, 

A case has been submitted to the relevant department. The reference is visible in the ticket tab of your profile.  
When you receive the electrician’s quote, I invite you to send it to us and to include the case number as a reference.  
Today I am forwarding the information to the technical department so that a new appointment can be scheduled. The confirmation will be sent to you shortly.  
Thank you again for your patience, and I wish you a pleasant weekend.