If we’ve arranged an appointment for a technician to fix an issue at your property, here are a few things you might like to know.
Who Will Be Coming?
We operate on the DGtek Fibre Network, so a licensed DGtek Field Technician will be dispatched to assist you with any issues you're experiencing.
When Will They Visit?
Your appointment will be booked within a four-hour window (e.g., 9am–1pm).
We can’t be more precise because the technician may be coming from another job that takes longer than expected.
🔔 Notifications:
-
You’ll receive an Email and SMS confirming your appointment time.
-
You'll get another SMS notification on the day when the technician is on their way.
⏱️ Duration on Site:
Once they arrive, most issues are typically resolved within 30 minutes.
On the Day of the Appointment
To ensure a smooth visit:
-
Ensure safe and easy access to the work areas.
-
Apartment living?
The technician may need access to the MDF (Main Distribution Frame) or Communications Room. DGtek will coordinate this with your landlord or building manager beforehand.
What If I Miss the Appointment?
If you're not home during the scheduled window, a $99 Missed Appointment Fee will be charged to your account.
This is because DGtek charges us for every technician dispatch, regardless of the outcome.
What If the Technician Misses the Appointment?
Sometimes, technicians may miss the scheduled window due to traffic, illness, or complex jobs prior to yours. In rare cases, the work may even be completed without needing to enter your home.
👉 Tip:
Please wait at least one hour after your appointment window closes before contacting us. This gives us time to investigate and update you.
Will the Appointment Cost Me Anything?
It depends:
✅ No Fee If:
-
The issue is with DGtek-owned equipment or network configurations.
🚫 Possible Fees If:
-
Faulty wall plates, ports, or internal cabling inside your property.
-
Customer-owned equipment like patch cables, modems, routers, laptops, phones, TVs, etc.
-
Out-of-warranty router replacement.
-
Building cabling faults (building managers or landlords are usually responsible for these).
If you’re renting and the problem lies with internal cabling or wall plates, we recommend contacting your landlord or property manager for reimbursement.
Important Notes About Routers
-
Routers provided by Pineapple Net are your property after installation.
-
We honour the Manufacturer's Warranty (typically 12 months).
-
If the router is faulty within warranty, we’ll handle the return and supply a free replacement.
-
Outside warranty?
You can purchase a replacement device, and a call-out fee will apply if a technician is needed.
Understanding Network Demarcation Points
GPON (Passive Network Buildings) Visual Guide: (Fig. 1)
-
A DGtek ONU (Optical Network Unit) is installed inside your premises.
-
DGtek owns and maintains the network up to this device.
Ethernet (Active Network Buildings) Visual Guide: (Fig. 2)
-
A DGtek Edge Switch or Router is installed in a communications cupboard on your floor.
-
No DGtek equipment inside your apartment.
-
DGtek owns the network up to the switch/router; the internal building cabling is the landlord/building's responsibility.
We’re committed to making your technician appointment as smooth and transparent as possible!
If you have any questions before or after your appointment, feel free to reach out. 💬