Tony Finch – blog

How can something that “just works” be so annoying?

situation

We live in Cambridge off a little road down a drive in shared ownership between us and our neighbouring houses. All the utilities are buried under this drive, including the phone line.

anticipation

Over the last few years we have been canvassed repeatedly by CityFibre saying that they can deliver fibre all way to our house. I saw them digging trenches and leaving tails of purple fibre cladding along nearby roads, ready to hook up all the houses. I thought they would need to do something similar to deliver fibre to us.

So when they turned up and knocked on our door, I talked to their salesbods and walked them up and down the drive and pointed out where the existing BT line goes. Then they gave up trying to sell to us.

This happened about three times.

disaffection

We were not eager enough for an upgrade to deal with these impediments.

notification

A few months ago we were told that CityFibre would soon come and do the upgrade, since there’s a nationwide deadline for turning off the copper phone network at the end of the year. We expected that this would force them to actually plan some digging works, so we talked to our neighbours about it. We were all ready for some huge faff to follow the next visit by the CityFibre bods.

installation

CityFibre turned up on the promised morning bright and early.

To our enormous surprise, a brown fibre housing was already poking out of the ground next to our copper phone line. It had been fed through 50 metres of 5cm duct without us being aware they were even working on the street.

Within a couple of hours, the technicians had drilled through our wall, installed the ONT, blown fibre through the unexpected pipe, plugged in the CPE (superficially identical to the old one), and left telling us to anticipate that it might not work properly until tomorrow.

activation

Around lunch time, the copper phone line stopped working completely.

Some faff ensued, switching all our devices over to the new WiFi network.

For a while we thought this was the death of our land line, but in the course of debugging other issues, I realised that the router has a built-in VoIP adapter (I don’t think we were told it has a built-in VoIP adapter) so I plugged the phone in and it Just Worked: they had ported our phone number across and everything. Flawless. I was seriously impressed.

rumination

It has been a few weeks since the switchover, and apart from a couple of horrible Clown-afflicted IoT devices, it has been fairly smooth.

What prompted me to write this up was realising that we delayed this upgrade for years because the sales people were not given enough technical information about how the installation process works: the fact that houses typically have a 5cm duct containing the copper lines (probably standard for the last 40 years) and the fact that fibre can be shoved through a few tens of metres without difficulty. And worse, the sales people didn’t have an esclation path for difficult cases: they just gave up instead.

From a technical point of view, the installation was impeccable. (I guess the loose 24 hour window for the cutover time was because OpenReach and CityFibre don’t have tight requirements on ISP reconfiguration schedules.)

From the sales point of view, it was crap. Maybe it would have gone faster if we offered to switch early without asking if the drive would be a problem? But I guess the difference between “yes!” and “yes, but will this be a problem?” is too much to expect from a minimum-wage door-to-door salesbod whose employer didn’t give them enough information or any escalation path.