Customers with overhead copper requesting an underground fibre install, now enjoy a more streamlined process.

What's happening?

We’re making the process more efficient for overhead-to-underground (OHUG) fibre installations. Going forward, your customers’ requests will be created, reviewed and completed by the same team – all on one order. This ensures they’ll get a faster, better customer experience. Please forward this Informer internally, so your team’s aware.

What's the detail?

Requests will now follow this process:

1. Once a scope’s completed, the technician lets us know that an underground install’s preferred by your customer. We create a Design/Build task.
2. Once the OHUG design has been completed, a quote is loaded into the order in Chorus Portal (or Wireline). You’ll then need to check with your customer and accept or reject the quote - as you’ll be billed if the OHUG build proceeds. The quote will be valid for 90 days.
3. If…

• the quote’s rejected, you’ll have 7 calendar days to confirm order cancellation or ask us to proceed with an aerial installation. If an aerial installation is requested, either you or our install support team needs to book an installation date with your customer. If we haven’t heard from you within 7 calendar days, we’ll cancel the order.
   
• the quote’s accepted, the OHUG build will be completed and the order will progress from Design/Build into Held-Schedule Install status. This allows either you or our install support team to book an installation date with your customer.
   
• we receive no response on the quote within 90 days, the order will be cancelled.

Who do I contact?

For further details or if you have any questions, please contact your account or service delivery manager. For questions regarding specific OHUG requests, please email Chorus_NGA@Chorus.co.nz. Thanks.