We’re planning to facilitate a seniors’ support trial for those connecting to fibre within selected retirement villages. This initiative is being undertaken with the understanding that this segment is currently underserved, despite having a large intact ONT base, and we want to explore whether tailored support can help bridge that gap.  

This initiative follows recent engagement with retirement village management, which highlights a need for simpler connection processes and additional technical support for both village staff and residents. We have partnered with Geeks on Wheels for the trial, who is well-known within these retirement village communities, to provide the set-up support in accordance with its usual process. 
 

Trial overview

• Audience: Senior residents within selected villages, whose premises have an inactive ONT will be presented the offer (~900  addresses across 8 sites in Auckland and Wellington).
• Offer: One-time, free basic tech set-up support for eligible residents connecting to fibre.
• Period: 22 September to 31 October 2025, unless extended.  
• Scope of support: Geeks on Wheels will be funded to provide modem setup, connection of devices (e.g., phones, tablets, smart TVs), and basic troubleshooting if required (up to one hour).
• Booking window: We will endeavour to arrange for Geeks on Wheels technicians to be onsite on the Ready for Service (RFS) date, unless an alternative date has been requested by the resident, in which case we’ll aim to schedule within ~14 days of their connection being activated.
• Cost: Chorus will fund basic tech set-up support only. The work will otherwise be done in accordance with Geeks on Wheels’ usual T&Cs. Residents who request additional support from Geeks on Wheels may do so, but this will be at their cost.
• Choosing a provider: Residents will choose their preferred broadband provider in the normal manner, and will only be eligible for the tech set-up support if they proceed to place a fibre order.
• Additional support: Residents requiring additional support over and above the set-up support trial will be encouraged to contact their broadband provider. 

Process for residents to register

• Residents at village premises eligible for the trial can either call a dedicated 0800 number or register online within the offer period. Chorus will then send a confirmation email and schedule the appointment with Geeks on Wheels.  
• Eligible residents who receive the offer will need to join the Chorus fibre network by placing an order with their preferred provider as a condition of receiving tech support. 

Support provided

• Some sites have requested a ‘Digital info session’ - a collaborative educational event to help connect our charitable partners to their residents.
• Pre-educational material for village management and staff, including key steps for residents, FAQs, and digital inclusion resources will be provided prior to the tech set-up support offer being presented to residents.
• A dedicated 0800 number has been set-up to take registrations for the trial and help schedule bookings.
• A simple, senior-friendly webpage with step-by-step guidance on how to register for the trial has been developed. 

What do we need from you? 

This is an inform-only update – the trial will be managed by Chorus and does not require any change to your current processes. 

Following completion of the trial, Chorus will evaluate findings including whether the offer of tech support improved connection rates and CX for this segment.