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Help with new home build

I've been around

I am building a new house (old one was torn down). There are currently no cables coming into the house to support services. I have called many times, and no one can answer me on how or who to come and connect the cables from the telephone pole to my home. 

before I schedule the move of my services, I need these new cables coming into the house set up. The move department keeps saying the area is serviceable so it’s fine, but there must be some kind of cable that has to come into the house from the street or telephone piles to actually bring the service INTO the house.

I am seriously considering switching to Bell if they can solve this. This should not be a big problem in a city like Toronto.

please help!

frustrated Rogers customer.


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Re: Help with new home build

Resident Expert
Resident Expert

@StephanieM1 what stage is your house at?  Its being built right now, or its nearing completion and you're looking to have cable services installed?  


Typically a home owner would plan to include this type of cabling within the building contract.  The builder would subcontract the cabling installation out to a company or individual who installs media cabling in new projects.  Is this what you have done?  If so, there would or should be a structured wiring cabinet located in the basement, where all of the cable runs to the upstairs rooms would start.  Each room, as designated by you would typically receive one cable run.  That cable run, if its structured wiring would possibly include two RG6 cables for internet/tv/satellite service, one Cat-5e, possibly Cat-6 ethernet for house wide internet service and one Cat-5e, again possibly Cat-6 ethernet cabling for telephone purposes.  


From that basement structured wiring cabinet there is usually one RG6 cable run installed that runs to a location suitable for connection to an external inbound RG6 cable from a nearby utility pole or via underground wiring.  That is typically located near the external hydro meter, which is used as a ground point for the inbound RG6 cable.  Any ISP basically installs a cable run and an external enclosure called a Network Interface Device (NID) which is nothing more than a small nylon box which keeps the enclosed cable ground block dry.  If you look around any neighbourhood, near the front of garage where the hydro meter is located, you can usually see one or more grey NIDs mounted beside the garage wall.  The inbound cable from the utility pole, or underground run, meets the internal RG6 cable at that NID.  That's where the ISP responsibility stops.  Everything from that NID, throughout the rest of the house is the homeowners responsibility.  In cases where there is no cable run installed, ISP techs will typically install a cable, either copper for Rogers for example, or fibre cable for Bell, taking the path of least resistance to some cable drop point in the house.  This is where planning on the part of the homeowner comes into the picture.  If you preplan all of this, then you will have cable runs to all of the rooms in the house that you have selected, and those cable outlets will be where you want them to be.  If you let the techs do a single run into some location, you could end up with a cable stapled to the floor to get to a drop point, where you might have just installed really nice hardwood floors.  The techs will drill thru an external wall, pull the cable into the home and then take a path along the floor to some point.  The techs will not fish cabling thru walls so that its hidden out of sight.  Its basically in and out, on to the next customer.  So, I'm hoping that you have all of the required cabling already installed, ready for connection to an external source.  


Assuming that you have this set up, there will be an RG-6 cable somewhere within an internal wall, waiting for a connection to the external inbound cable.  If that internal RG6 cable runs to some point out in the garage, if you have a garage, then you would see that cable unless the walls have been dry walled already.  In that case, you would have to go back to the contractor and ask where that cable terminates.  With that cable in place, you would call Rogers or any other ISP for cable service.  The tech would cut a small hole in the external wall, drag out the internal cable and run that into the NID, where it would be connected to the inbound external cable.  After the modem is installed, you might be ready to go.  Where that modem sits in the house and your requirements for internet and possibly telephone access can be slightly complicated as Rogers has switched to a single modem that provides all services, internet, tv and telephone.  To integrate that modem into the house cable network takes a little more planning and possibly more cabling to run to the selected location for the modem.  If you're planning to use the Rogers modem for wifi services, then you might need two more Cat-5e/Cat-6 cable runs to the desired location to make this work as intended.  


Hope this explains what to look for . 


Personal opinion, you can't have enough cabling in a home.  Fwiw, if you didn't want to run the cabling, you should at least have low voltage conduit runs to every room.  That is a 3/4 or 1 inch hollow conduit that can be used to pull cabling later on, whether its copper cabling for ISPs like Rogers, or fibre for Bell.  If you're still in the building stage, I'd recommend installing one low voltage run from the basement structured wiring cabinet up the external NID location for copper or fibre cabling.  

Re: Help with new home build


Hello, @StephanieM1 


Welcome to the Rogers Community Forums!


Thank you for posting your question. If you are within our cable service area but your home has not been wired up for service you would need to request a professional installation when you setup your move order.


A technician will visit your home on the date that you arrange with our moves concierge team. The technician will run a wire from the local cable box and ensure that you are connected and online before leaving your home.


I hope this helps!



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