Cadent/Triio - ahh ... miserable customer/tech service.

[frank999]

I have a new gas supply being installed, along with an exitisting supply being moved - next week, we are to dig an 8mt trench across the front of the property.

I have read the 'Trench and Ducting Guide' and Self \Excavation Guide, which have raised some questions.

For 5 days we have tried - and failed, to speak to someone who can advise on providing trenching information. They have failed to return calls, transferred calls from dept. to dept., kept me on hold for over two hours on one occassion etc etc ... what a shower ...

Or am I the only one ...

 

[^woody^]

What could you need to know about digging a trench?

 

[frank999]

True but ... I want to dig carefully as its gas and avoid any additional 'charges at the appropriare rate' if things are not to their liking on the day ... had a simple question regarding proximity to existing gas and other supplies, and scaffold.

Nothing worse than arguing the toss with a round of 'customer service representatives' ... you lose the will to live after 1 hour and 59 minutes.

Only after lodging a complaint, has a project manager now called back and answered my question, it took under two minutes of dialogue.

 

[John D v2.0]

Put us out of our misery, what was the question and answer!

 

[^woody^]

I'm thinking it was whether to use the spade or the shovel.

 

[Nige F]

Tell a Paddy to take his pick

 

[frank999]

First time dealing with utilities, so wanted to get it right on the day ...

1) The new supply crosses the existing supply byh the front door and then continues up past the side of the property - the cadent guidance stated that we should not dig 1mt near any of their equipment. I simply wanted to know whether to dig out or not in the cross over area, as the guidance gave no info for such a situation. I also didn't want to be charged for something I should maybe have done.

2) I also wanted to know how far away any scaffold needs to be, as the guidance said operatives would not work under any scaffold.

Two simple questions ... but seems - to get an answer from them you need to raise a complaint ...

Answers finally received were:

1) no dont dig out in that 1mt area - they will do that, at there expense.

2) about 5mts away.

I do have some Paddy in me, and a spade will be used

 

[John D v2.0]

Fair points! Although they may have been making it up with the scaffolding, i don't think many people would call 4.5m away from scaffolding "under"!
Enjoy your new gas supply.
Our neighbour got their meter moved outside and the road dug up for a new supply plus new pipework to their boiler and hob round the outside of the house. This was due to their existing internal pipework being undersized due to someone moving the meter. And all free of charge

 

[^woody^]

I do have some Paddy in me

Really? If so I'd have thought that trench would have been dug on the morning of the second day regardless, if not the afternoon of the first day.

 

[frank999]

"Enjoy your new gas supply." - it will bring forth great joy, when its all finally finished.

London Clay will require some paddy power digging, or I hire a mini digger and a Genny ...

 

[frank999]

I read that the install is to take 4 days, which parts do they do first ?, do they dig up the street - and get busy making connections to the main, or will they want to come onto the property and work around where the meters are first.

Recieved a call from Cadent yesterday, am told they have not yet received the highways Permit from the local council, so to be prepared for a 6-8 week delay, if the permit is not forthcoming for the install on this Thurs (two days time).

Also been told they sometimes get the permit through the night before they are due to come onsite.

I have not yet had the scaff taken down, in case they do not come ... but if they do, then it will take a day to have it down, will they get on with stuff on the public highway first, and allow us to do that, or will they take one look at the scaff and abort, its a simple 2 lift scaffold.

Have requested a call back, but thats anyones guess, any thoughts appreciated ...

 

[frank999]

The permit did not arrive on time from the council, highways had agreed to the works, but they didn't rubber stamp an actual permit, they have rescheduled us for a date in 2 months time, 5 months from when we put the order in ... with still no guarantee that even that date is firm.