Customer Journey

Estimated timeframe for Design & Permitting: 2-5 months; Depending on size and permitting required - it can take many months to complete and get approval.

CityWest's projects and construction teams begin planning and permitting for the upcoming build.

Once it's been determined that CityWest will be expanding into a new community, our project and construction teams begin to take action. Our teams review the proposed project boundaries and then they go onsite to get measurements, observations, and even photos to create drawings so that they can make a plan for the fibre-optic build. The plans are then submitted to municipal and/or regional authorities for approval.  

Revisions may be required. Also note that in special circumstances a fibre build can take place on existing telephone/hydro poles in the community. 

 

Estimated timeframe for Civil Construction: 3-6 months.

With approved permits, teams begin constructing your community's necessary infrastructure for fibre-optics. An important goal in this step is to identify and locate all utilities (such as natural gas and hydro). Please note that it is normal to temporarily see construction materials in a semi-completed state during this phase. For example, orange conduit may be visibly sticking out of the ground, or construction materials may be placed in a location strategically to help our team complete the project as efficiently as possible

 

Estimated timeframe for Fibre-Optic Cable Installation: 2-3 months.

Our crews will begin laying fibre-optic cables along the roads inside the buried conduit throughout the community.

When the conduit and service vaults have finished being placed, we will then schedule the next crew to complete the fibre-optic cable installation. We use a method called “jetting,” (which uses a combination of compressed air & mechanical force) until all designed cables have been installed in the service vaults. 

Estimated timeframe for Fibre Optic Cable Splicing: 2-3 months.

Now that the conduit and fibre-optic cables are in the ground, they will be connected or "spliced" to our main fibre network

After the fibre optic cables have been successfully installed in all the conduit and service vaults as per our design team’s specification, they will need to be fusion-spliced together with specialized equipment. This portion of the build will be completed by experienced members of our team that have thousands of hours splicing to ensure that you have the best possible physical connection to our backbone fibre-optic network.  

Estimated timeframe for Customer Sign-Up: 2-3 months.

At this stage, residents and businesses can begin signing up for CityWest services ahead of our launch. You might see our sales team in your community to sign up customers. You will also be able to sign up online here.

When signing up for CityWest services, you can get an agreement through our website or by calling a Customer Service Representative at 1-800-442-8664. Once we have your order, we can then begin doing the necessary work on the outside of your residence.

The civil construction team will place a flowerpot- which is an industry term we use for a buried access hatch, at your property line. It is mandatory that everyone gets one of these flowerpots for service. Our goal is to treat your property as if it were our own, that means we will leave it as we found it! When all of the flowerpots have been placed, our local team comes to pull the drop from the flowerpot to the outside of the house. Then we can proceed to set up an in home installation appointment.

Estimated timeframe for In-Home Fibre Installation: 2-4 months.

After signing up for services, you'll receive a fibre-optic drop connection to the outside of your home. Our scheduling team will then reach out to book your in-home installation appointment.

Once construction of infrastructure has been completed and fiber optic cable has been placed and spliced (In most cases) CityWest will begin pre-installing equipment which will help ensure that once the backbone fiber has continuity to your location, you will be among the first subscribers in your community to be activated with the services you have been waiting for.  

The In-Home Fibre Installation consists of the following steps. 

1. A CityWest customer service representative will reach out to you to book an appointment and set a date for a technician to do your in-home fibre installation.

2. On the date of your scheduled appointment,  a technician will call you from a private number (if they have adequate cellular coverage) before proceeding to your residence to complete the installation of  a fiber optic outlet, jack, and equipment.

*This step only applies to certain communities.

Once the civil and fibre-to-the-home construction is completed, the network is tied into the Connected Coast project, giving you a fully fibre-optic connection from our network to your property.

 

Our network is activated and live, connecting you to CityWest fibre-optic Internet, TV, and phone services.