Project Description

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Leased Line Engineer Visits

When will a leased line engineer visit be needed?

Leased line engineer visits are needed when on site internal fibre cabling and splicing work is required.

The first onsite visit made by an Engineer to perform such work (which is normally classed as ‘Stage One’ in the provisioning process of a leased line), is arranged once the Operator has managed to perform a substantial portion of the external circuit build (i.e. Test Rod & Tubing, utilising as well as building from their existing infrastructure within the area towards your site), and are at the point where they intend to physically run the circuit into the premises (which can sometimes require more than one visit to complete, depending on the size of the job).

engineer visit

How are visits arranged?

Once the site survey has been conducted, the results for the survey are produced by the Operator.

If all parties involved (i.e. you andthe Operator) are happy to proceed, your order will then enter the final stages of planning where the Operator will then begin the scheduling of both the external side of the circuit build (i.e. civils work/Test Rod & Tubing, utilising any nearby Points of Presence) and any onsite visits.

Normally within 10-20 working days of the order entering the final planning stage we are notified of either the first section of the external circuit build having started and/or a proposed site visit date having been offered by the Operator’s Job Planning Team for the customer’s consideration.

We will liaise with you to book in a suitable date. At this point, onsite contact details are requested for the benefit of the attending engineer.

I’ve been informed that test rod & tubing work is reqired. This will need to be complete before the first engineer visit. What is this?

Test rod & tubing is the method in which the operator runs their fibre cabling through existing or sometimes newly fitted underground ducting. This is done using a rod shaped tool (and occasionally a rope). This allows the fibre to travel from one end to the other.

Test rod & tubing is often needed shortly after the order has completed the initial planning stage. The operator is then building the circuit onto the operator’s core network.

The lead time for this type of civils work can often vary (depending on how many metres of ducting the fibre will need to travel or if there is any excavation work needed in order for the ducting to be placed underground).  However once the operator has identified that there is a need for test rod & tubing, you are normally given an estimated completion date. This happens shortly after being notified of ‘TRT’ being required in order to deliver your fibre leased line.

leased line engineer visit unannounced

What do I do if an engineer arrives on site, unannounced, in relation to my installation?

We normally highlight to all of our customers, that shortly after the site survey there is always the possibility of engineers arriving unannounced. This is usually to commence ‘onsite work’ early (ahead of schedule) without notice.  

We always ask the leased line provider for a pre-arranged date for any onsite visit by an engineer.

If an engineer within your region has free time available (or a previous task was completed much quicker than they previously expected) they will sometimes attend sites without any prior notice. Unfortunately this isn’t something we can control.

If you get an unannounced visit, we would strongly recommend that you contact either your account manager or your provisioning team. We will liaise with the leased line installation engineer and discuss their intentions prior to any work commencing.

What do I do if I receive a call from somebody claiming to be involved in our installation, asking to arrange an appointment, of some description?

We would strongly recommend that you contact either your account manager or provisioning immediately. Any unsolicited contact could hinder the progress of an installation rather than enhance it.

information about leased line

What should I do if an engineer provides information to me directly which contradicts information later provided?

Unfortunately the operator’s engineers are not always fully aware of every aspect of a particular order at any given time (or for that matter it’s full history). Due to this sometimes unrealistic expectations can be given.

This is not a regular occurrence, however we often recommend that the opportunity is given for us to raise any remarks made this directly with the supplier/engineer’s planner (their boss) before taking any remarks made as fact.

What do I do if i’ve agreed to a date and the Engineer doesn’t turn up?

Although we try to ensure that everyone involved (i.e. site contact/Engineer in question) is aware of the visit. And have the contact details of the person they will need to ask for/wait for. Sometimes, for various reasons, missed appointments do still occur.

Normally at the operator level, either resourcing, or a major fault affecting existing services within the area, can be attributed this. However if this does occur, the best thing to do (if we are not already aware of the issue) is to notify us immediately so we can then raise this with the carrier and then get this rebooked as quickly as possible.

Sometimes an operator engineer will struggle to commit to a same day site visit. Especially if an underlining issue exists on the operator’s network which may need to be addressed before any onsite work can commence.

leased line no show

We’ve been offered an AM (8am-1pm) appointment but we’re not open until 9am, are we ok just turning up at the usual time?

This is always a tricky one as you’re counting on the engineer arriving after 9am. That can’t be guaranteed.

Depending on where your order is listed on their diary for the day. If the Engineer does decide to arrive before 9am and is unable to gain access as a result of no one being present to let them in, this will go down as a missed appointment which would then result in the operator charging a missed appointment fee.

For this reason (along with the fact that we would then have to give the operator up to 10 working days for a proposed revisit to be issued) we always strongly recommend that onsite access be available throughout the timeframe specified. Unfortunately the operator’s engineers sometimes aren’t direct employees we are not always able to contact them or alert them to the fact that no one is onsite from 8am till 9am (as an example).

We always ask that the engineer contact details are provided leading up to any onsite visit. However it is never a guarantee that these details will be provided to us in time, or at all. This is why it is important that someone is onsite throughout the allocated timeslot issued. The same also applies to either an “all day” (8am-6pm) or ‘PM’ appointment.

What is your success rate in being able to obtain the Engineer’s contact details (i.e. mobile number/name) leading up to a site visit?

Normally once a date has been provided by the operator, and then later accepted by the Customer, we immediately begin pressing the carrier for the details of the attending engineer. This helps ensure that the visit does go ahead smoothly and successfully.

There is always the possibility of last minute changes to the operator’s assigned resource for the day as a result of either a widespread/localised network issues. In addition, there can be personnel issues such as an engineer being ill or having to remain on a job they were on the previous day due to that job taking substantially longer to complete than expected.

We advise that we are able to obtain the engineer’s details leading up to a site visit 50-60% of the time. However please note, there is no guarantee that we will always be given these details, and when we are, that they will still be accurate on the day (due to an unannounced last minute change by the operator).

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