Our Check Mate app lets you check your customers’ fibre status remotely, in real time. Using the app minimises unnecessary truck rolls, and improves the repair experience for all. By isolating where the issue lies, you can now decide how you’d like the problem resolved.

What’s changing

From 1 November 2017, we’ll start applying a $104.83 fee if there’s no fault found (NFF) on our network. No Fault Found could mean that the fault exists on your customer’s equipment, your equipment, or on another network element off our network. Before a No Fault Found is determined, our technician will test and confirm our network’s status.

Repair to Premises Wiring is when a fault lies beyond the ONT. Repair to premises wiring provides for non-complex, premises wiring using standard Chorus deployed materials to repair existing connection routes.

We’ll update Online Fault Management (OFM) on 1 November 2017. When logging a fault after this date, you’ll have the ability to authorise repairs to premises wiring past the ONT. No additional charges apply at this time, as long as you've selected YES to such repairs in OFM. This change enables you to make a decision on such repairs.

Note premises wiring excludes customer premise equipment (CPE). Upgrading premises wiring is also not a fault, and is excluded. This is available as a provisioning activity following BAU provisioning process.

Next steps

Please contact your account manager with any queries or feedback.