Intact SMS enhancement
We currently send an SMS to customers with remote ONT activations to give them specific order information to check (address, ONT serial number and port number) and direct them to the Connect webpage (which we have also updated recently) to ensure they are ready to use their service before it goes live. This page contains basic information aimed at helping them with their setup.
Based on customer feedback, we have found that customers either don't read the SMS or partially read it as they feel overwhelmed or confused by what it is they need to do. Some also said they are confused with the term 'Port 1' when that labelling isn't reflected on their actual ONT. To help customers better understand what is expected of them, we have now simplified the SMS.
The changes include:
- Shortening the message to make it more concise and easier to understand.
- Using more direct language to convey to the customers that those checks are critical to do.
- Updating the port information to reflect the way that this is labelled on their ONT. E.g. LAN1 on a 3rd/4th Gen ONT or GE1 on a 1st/2nd Gen.
- Changing the links to give us a better view of who is navigating to the page via the SMS.
- Adding line breaks to make the message easier to read.
| Current SMS | New SMS |
Hi, Chorus here, Your broadband provider has requested us to activate your fibre connection at 402 Frankton Road on 17 Dec. This is a remote activation, so a Chorus technician won't visit, and you do not need to be home. When setting up, you'll need to plug your modem into port 1 on the Chorus fibre box (SN: ALCLB30F5B02). To check that your fibre box is ready to connect visit chorus.co.nz/connect For questions or support, contact your broadband provider. Your Chorus fibre connection is subject to Chorus' End User Terms and privacy policy chorus.co.nz/terms-and-conditions
| Chorus here! You need to do a few things before we remotely switch on your broadband at 402 Frankton Road on 17 December. Go to chorus.co.nz/connect-setup to get started. It won't take long, and it'll mean your connection can go live without any problems. You'll need to plug your modem into the LAN1 port on your fibre box. Check the serial number for your fibre box is ALCLB30F5B02. (For terms, including privacy, visit chorus.co.nz/terms).
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This will take effect on 26 March 2024.
Please note that the SMS is not sent for transfers, or to customers that have a technician visit booked.
Contact
If you have any questions, please reach out to your friendly Chorus account team.