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?
As we use the DGtek Fibre Network, a licensed DGtek Field Technician will be dispatched to assist with any issues you may be experiencing.
When will they visit?
Your appointment will be scheduled in a four-hour window, for example, 9 am – 1 pm. It’s hard to be more precise than this because the technician could be coming from an issue that takes longer than normal to repair. Once they’ve arrived, most issues can be resolved within half an hour.
You will receive an Email and SMS notification confirming the scheduling of your appointment, and another on the day when the technician is on their way.
On the day
Make sure that:
- The technician has easy and safe access to the area(s) where they’ll need to work
- If you live in an apartment block, the technician may need to access the MDF (Main Distribution Frame – a box normally on the ground floor or outside your building) or Communication Room (a room where all the internal cabling is found). DGtek may need to organise this with your landlord or building manager before the appointment
- Special access is arranged prior to the appointment if your residence is in a gated community or apartment complex
What if I miss the appointment?
Unfortunately as DGtek charges us for each and every field technician dispatch regardless of the reason, a $99 Missed Appointment Fee will be applied to your account if you are not home during the scheduled window.
What if the technician misses the appointment?
A technician may miss their appointment window because of traffic, illness, or a particularly complex issue before yours. It’s even possible they were able to complete the job without entering your home.
We recommend waiting at least an hour after the appointment window closes before contacting us. This gives us time to find out what happened and update you if we can.
Will the appointment cost me anything?
If the cause of the fault is determined to be a result of DGtek owned and/or operated equipment, or DGtek network configurations, then there won't be any fees associated with the visit unless you miss the appointment.
However, a fee may be charged in the following circumstances:
- If the issue is related to a wall plate or port within the customer premises, patch cable or other such customer-owned and managed equipment.
- Customers are responsible for the maintenance and upkeep of all equipment and cabling within their premises, this includes data-ports on the wall, cables both inside their walls, and cables connecting their personal devices or equipment.
- If you're renting and the fault is due to a faulty wall plate, or cabling within the walls, then it is recommended to get in touch with your landlord/real estate agent in regards to reimbursement.
- If the issue is related to customer owned devices such as Phones, Laptops/Desktops, TVs, Tablets etc
- It is the responsibility of the customer to ensure their personal devices are compatible, and correctly configured. Any configurations, incompatibilities, or faults with customer owned devices are not supported by Pineapple Net.
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If the issue is related to a router provided to you over 12 months ago, a router replacement fee will apply if you elect to have an out-of-warranty router replaced - this includes the cost of the call-out.
- Pineapple Net maintains no ownership of routers provided during the course of installations or tech visits, however we will honor the Manufacturers Warranty for these devices. If a router provided to you by Pineapple Net is deemed faulty within the warranty period (Typically 12 Months), we will return the faulty unit back to the manufacturer on your behalf, and provide a replacement unit free of charge.
- If the router is no longer within the warranty period, and is deemed to be faulty, a router replacement will be charged if you elect to have a replacement device supplied.
- If the issue is related to building cabling. In this circumstance, we encourage the tenant to contact the building manager or landlord to discuss the cost of remediation.
- DGtek maintains responsibility of the operation and maintenance of its network up to the edge of their network (demarcation point). Depending on the technology deployed in your building, this demarcation can be located inside or outside the customer premises:
- GPON (Passive Network Buildings) - See Fig.1 below
- In Passive Network Buildings, a DGtek ONU (Optical Network Unit) is installed within the customer premises to which which the customer router connects to.
- DGtek owns and operates this device and all cabling (excluding power) up to this device, and this ONU marks the demarcation point of the network.
- Ethernet (Active Network Buildings) - See Fig.2 below
- In Active Network Buildings, a DGtek Edge Switch or Router is installed in the comms cupboard on your floor. No DGtek equipment is present within customer premises.
- DGtek owns and operated this device and all cabling (exuding power) up to this device, and this Router or Switch marks the demarcation point of the network.
- From the demarcation point, existing building cabling is utilised to connect individual apartments to the network. These cables are owned and maintained by the building/owners.
- GPON (Passive Network Buildings) - See Fig.1 below
- DGtek maintains responsibility of the operation and maintenance of its network up to the edge of their network (demarcation point). Depending on the technology deployed in your building, this demarcation can be located inside or outside the customer premises: