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Copper Abandonment is used when there is a working service at an address your customer is trying to connect to. The below information relates to how to carry out the abandonment.

The process has been recently revised to align with best practice.To find out more, have a look at the support section. For any enquiries, please contact us here.

 

Gaining Service Provider Business Rules

 

Customer moved in
  • Address provided in full
  • Customer must be moved in
  • ASID of working service provided
  • Cannot be a request for an addition line
  • Request must be for ASAP
  • The gaining service provider cannot own the line requesting to be abandoned
  • No open service order against the working service
  • Cannot be a duplicate abandonment request
  • Email templates must be used when emailing Chorus (provided below)
Customer not moved in
  • Address provided in full
  • Customer not be moved in
  • ASID of working service provided
  • Cannot be a request for an addition line
  • Request not for ASAP
  • The gaining service provider cannot own the line requesting to be abandoned
  • No open service order against the working service
  • RFS date for connection 4 or 5 days from abandonment request date
  • Cannot be a duplicate abandonment request
  • Email templates must be used when emailing Chorus (provided below)

 

Losing service provider business rules

 

1. Customer moved in

  • Have one business day to reply to Chorus abandonment request – this timeframe will be in the email subject line
  • If rejected – must provide a rejection reason from the provided accepted rejection reasons table
  • No response within above response timeframe constitutes an acceptance of abandonment

2. Customer not moved in

  • Have 3 business days to reply to Chorus abandonment request – this timeframe will be in the email subject line
  • If rejected – must provide a rejection reason from the provided accepted rejection reasons table
  • No response within above response timeframe constitutes an acceptance of abandonment

3. Copper abandonment timings

  • When we place the disconnection request for the abandoned service we will schedule this for the AM (11:59) on the day we advise. 

The reason for this is to leave the afternoon free for the connection of your customer’s service.

4. Clarification of LSP response timeframes

  • GSP customer moved in scenario – one business day following receipt of Copper abandonment request
  • GSP customer not moved in scenario – three business days following receipt of Copper abandonment request

5. Copper abandonment challenge

In some cases where your customer is moved in and resides in the residence. The LSP may still reject your abandonment request.

In these cases you can submit an abandonment challenge request with us using the challenge template, this will mean we will work with the LSP/GSP to resolve an outcome.

  • No outcome is guaranteed
  • Email Subject must have copper abandonment challenge
  • Can only occur after an LSP has rejected your abandonment request
  • If you have proof of occupancy, provide this to us (this is only optional if you can get this information and is not mandatory to lodge a challenge)

 

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How to replace an existing service
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