I've been a satisfied EBOX customer for donkey's years on V-Cable service. At some point late last year, EBOX sent me an email that FTTH is now available in my region.
I was concerned about the particulars of the installation, possible downtime etc. To sort this out I had an email exchange with EBOX technical support, where they assured me that I'd have overlapping service, and that the installer would run the fiber to my equipment.
Now my little equipment rack is on my top floor, with cat6 and cable running in from the loft. This is where I need the ONT, and I explained this to the technical support. What they told me was "A technician from our provider will come at a date and time that suits the availabilities you provided. They will be responsible for installing the optical network terminal (ONT), which is the equivalent of the cable modem, with the relevant wiring, to the location you request within your premises (as long as reasonable)".
Come installation day, a Bell technician shows up. I show him where I need the ONT, but he is initially only prepared to drop it to my cable entry, which is in the garage in the basement, so not super helpful. After a little back and forth, calling his manager and so on, he proposes this and that - including drilling into my 2nd floor bathroom and delivering the fiber there :/.
Eventually he tells me that he cannot under any circumstances work in my loft due to safety reasons. As I'm reasonably content with the V-Cable service, I cancelled the FTTH at that point.
However, I find it vexing to have wasted hours waiting on the EBOX customer care line to set this up, if they could have just told me straight up that I couldn't get the drop where I need it.
So I wonder whether it is a universal policy for Bell installers "to no workie in loftie", or whether the determination of "reasonable" is left to to the individual installer.
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