From 16 June 2025, we’ve upgraded our Home Fibre plans. These changes are now live, but while some documents on this site may still reference the old plan names, rest assured, the new speeds apply. Find out more.
Is something not working as expected?
Please check if any Chorus un-planned event notifications have been issued by Chorus?
If you need support for a non critical incident please follow the API process Chorus Support Form | API Channels
For more critical incidents call 0800 482467 (IT Chorus)
To enable Hyperfibre, Chorus needs to install network equipment at the exchange (Linecard) to support XGS-PON. The Linecard upgrade takes around four weeks and has to be complete before we can install the new Hyperfibre ONT at the customers premise. As part of our scaling Hyperfibre strategy we are pre-installing cards in a number of exchanges to reduce this cycle time
This ‘Fast-track Hyperfibre availability report’ identifies all addresses on our network that have an installed ONT connected to an exchange Linecard that has been upgraded to offer Hyperfibre. Any orders against these addresses will avoid the four week long delay due to exchange work, giving your customers a faster upgrade experience as they connect to Hyperfibre.
This list will grow on a weekly basis as we continue to upgrade our network. For your ease of use we have a ‘date added’ field so that you can identify new addresses that have become available since you last checked.
Fibre is now available to 87% of New Zealanders. Where a fibre network is available, we can withdraw the old copper network. Under the Copper Withdrawal Code, we notify affected addresses and work with our RSP customers to migrate to fibre or an alternate network.
Our Chorus SFA areas are almost all under withdrawal now and all will be in the next 6 months, however only consumers who receive a notice from us are included in the withdrawal process. Further withdrawals will continue in Other LFC fibre area’s, once our planning is completed.
There are also some remaining copper connections in withdrawn areas which fall outside the Copper Withdrawal Code (services provided to non-building access points and commercial services). We have sent letters to those RSPs with such connections setting out a date for withdrawal of these services. If you have these connections, we’d encourage you to explore alternative services as soon as possible and let us know if you need help.
As we come to the end of providing services notice in Chorus fibre areas, this WIP will become increasingly important to focus on. Your assistance in this will be very much appreciated.
As of April 2025, we have:
Forward Volume
Batch 25 is expected to be our final batch in Chorus fibre areas. This means all addresses within Chorus SFA have been notified.
LFC batches shown in the Batch milestones, are also expected to be the last.
We are running cleanup activity where there was one service remaining in a cabinet – these were labelled ECI 1 & 2. These will move to being WIP Groups moving forward and will contain any services still active but with no fibre order submitted. These have all been through the full copper withdrawal process and therefore aren’t expected to be kept active post the disconnection date which will be included in the ‘final’ letters we send. We would appreciate you actioning these prior to the end date.
We can also provide a specific list of your remaining WIP if you would like to proactively manage these.
The Copper Withdrawal Code requires Chorus to meet minimum requirements before we can withdraw copper – including providing impacted consumers with easily accessible information. Our team has been working hard to ensure the information we provide consumers is as informative as possible. We hope it helps consumers to have informed conversations with you.
The Commerce Commission released an amended version of the Copper Withdrawal Code, which is in effect from 5 April 2024. We have reflected these changes in our collateral and notification process. This updated collateral is now available for you to view and have on hand to support your key messages for ongoing conversations:
1. Letter addressed to the Occupant, which forms part of the notice.
*This is only sent to consumers if Chorus are not able to withdraw copper, typically because of an open fibre order placed during the notice period
2. An accompanying guide with more consumer-focused detail, which also forms part of the notice. [View booklet]
3. A dedicated copper withdrawal web page on the Chorus website for consumers, which contains everything they need to know.
With the Copper ‘stop sell’ in place since early 2023, we won’t be issuing specific ‘stop sell’ notices for each batch. Instead, when we launch a new batch, the copper withdrawal web page will have the impacted list added.
Our process has been tested, iterated, and now embedded in our BAU operational teams.
If you would like an overview of the programme and process, please reach out to the copper withdrawal team.
Thank you to those RSPs that have been involved and supported the process so far. For inflight and future batches, we ask for your continued assistance with the following:
FAQs and further assistance
A number of related questions have been answered in the FAQs below. If you do have any other questions, or require additional support, please do not hesitate to reach out to your service delivery lead or email the copper withdrawal team.
Stopping the sale of new copper services in areas where we intend to withdraw copper enables us to manage the Code requirements for existing services and limit a user experience impact for new service consumers. Change of plan and change of provider orders are allowed to progress, however copper withdrawal notices still apply.
Stop Sell notices have been issued for each batch that is released, and our systems rejected any requests for new copper orders at addresses in the withdrawal process. As of 6 March 2023, Chorus implemented a 'Stop Sell' on all copper services inside SFA areas (you can view these areas here on the Commerce Commission site). This means that all affected addresses - including those targeted by copper withdrawal batches - will be prevented from placing new copper orders and fibre will be the only fixed line option offered. Fibre is available to all these addresses.
11/10/2022
29/09/2023