Overview
Fibre orders are managed using statuses and sub-statuses. As an order progresses and when scoping and installation work are carried out, the order status changes. Most status changes are notified by way of an email notification to the order submitter, and the nominated email address for your company.
The following information describes each status and sub-status within the fibre ordering process and what each status means in relation to the order lifecycle.
Notes on statuses and sub-statuses:
- A fibre order can change sub-status without changing status. Generally, this occurs while an order is In Progress, and Chorus is actively working on it.
- When an order is In Progress, an action is sitting with Chorus or a Service Company to progress the order.
- When an order is in Held, Chorus is waiting on an action from the RSP.
- Depending on the scenarios that occur, an order could move between In Progress or Held multiple times during the fibre ordering process.
- Portal notifications indicate where notifications will be sent to the nominated RSP notification email.
- B2B/API notification indicates if a notification is sent or not sent.
Order Notifications with a status change
| Status | Sub-status | Email notification | B2B/API notification | Description |
| Feasibility | Feasible to Order | Yes | No notification | The order needs to be submitted within 5 days, or you will need to create a new feasibility request. |
| Feasibility | Feasibility Received | No notification | No notification | The order has been has been received in the system. |
| Feasibility | Order not Feasible | Yes | No notification | Fibre is not currently available at the address, based on our records. You can still submit your order for manual feasibility. |
| Feasibility | Appointment Expired | No notification | No notification | The order’s reserved appointment timeframe has expired and a new appointment is required to progress. - with a site visit, ensure you submit a new appointment within the 30 minute appointment reservation timeframe. - without a site visit, ensure you submit a new appointment within the feasibility timeframe, and have a valid future dated appointment. To progress with the order, prior to submitting reserve a new appointment. |
| Feasibility | Appointment Reserved | No notification | No notification | The order’s appointment has been reserved. For an order: - with a site visit, ensure you submit the appointment within the 30 minute appointment reservation timeframe. - without a site visit, ensure you submit the appointment within the feasibility timeframe and have a valid future dated appointment. |
| Feasibility | In Progress | Yes | No notification | Occurs when your order is submitted for manual feasibility check. |
| Feasibility | Pre-Feasibility | No notification | No notification | Your order is being assessed to confirm if service can be provided to this location, prior to the order proceeding. |
| Feasibility | Pre-Feasibility Expired | No notification | No notification | Your pre-feasibility request has expired and a new request will need to be submitted. |
| Acknowledged | Received | Yes | No notification | The order has been received and has initiated provisioning in the system. |
| Acknowledged | Accepted | Yes | Yes | The order has been accepted and will progress to the next stage. |
| In Progress | Scoping Scheduled | Yes | Yes | The order is scheduled with a scoping appointment for a technician to visit and assess the property for an install. |
| In Progress | Scheduled | Yes | Yes | The order is scheduled with an install, install/CSE or CSE appointment for the Service Company to visit and connect the property to the network or complete a CSE. The order is awaiting the scheduled RFS Date Time of an intact order without a site visit such as Modify Attribute, Transfer, Change Offer, Disconnect. |
| In Progress | Consent Required | Yes | Yes | The order has been identified as MDU/ROW location, which requires consent. The process for requesting consent will be initiated shortly. |
| In Progress | Consent Requested | Yes | Yes | The order has been confirmed as MDU/ROW location, which requires consent or notification to landowners before Chorus can proceed to complete communal build. Consent has been requested from the required parties, or landowners have been notified and Chorus is awaiting the designated timeframe before proceeding with the order. |
| In Progress | Consent Gained | Yes | Yes | The required consent for the MDU/ROW location has been gained and can now proceed. |
| In Progress | Consent Declined | Yes | Yes | The location that requires consent from landowners for the communal build was not gained. The order will be cancelled as consent is required before Chorus can proceed. |
| In Progress | Consent Not Required | No notification | No notification | The order does not require consent and will now proceed. |
| In Progress | Investigation Required | Yes | Yes | When a Service Company needs to put a job on hold, Chorus will review the supplied reason, provide updates as they are available and then progress the order to the next status, as required. |
| In Progress | Network Design | Yes | Yes | The order may require network design, which needs to be assessed before proceeding with the order. |
| In Progress | Network Build | Yes | Yes | The order requires network build, which will be completed prior to the order proceeding to scheduling. |
| In Progress | Generate Quotation | Yes | Yes | A contribution is required and Chorus are preparing a quote to add to the order for the requester to review. |
| In Progress | Intent to Cancel | Yes | Yes | The order is in the process of being cancelled and no further changes can be requested. |
| Held | Waiting on Quote Acceptance | Yes | Yes | Chorus have added a quote to the order for the requester to accept before the order can progress. |
| Held | Provider to Advise | Yes | Yes | The order has an open question for the Service Provider to respond to. The order is placed on hold until complete. If no response is received, the order may be cancelled. |
| Held | Pending Disconnect Acceptance | Yes | Yes | The Losing Service Provider (LSP) has been notified of your abandonment request. Your order will progress once the notification has been actioned. Exclusive status for “Connect and Replace” order types. |
| Held | Schedule Scoping | Yes | Yes | The order requires the Service Provider to schedule Scope and Install appointments. |
| Held | Schedule Install | Yes | Yes | The order requires the Service Provider to schedule Install, Install/CSE or CSE appointments. |
| Held | Intent to Cancel | Yes | Yes | If no response is received from the Service Provider, the order will automatically progress to “In Progress/Intent To Cancel” and will be cancelled. |
| Service Given | Service Given | Yes | Yes | The order has reached Service Given, the product characteristics are finalised and the service is now ready to use. To make additional changes, a new order must be raised. |
| Completed | Billing | Yes | Yes | The order has been completed and order charges will be finalised shortly. |
| Closed | Completed
| Yes | Yes | The order is completed, and no further changes can be made. |
| Closed | Cancelled | Yes | Yes | The order is cancelled and no further changes can be made. |
| Closed | Feasibility Expired | No notification | No notification | The order was not submitted within 5 days. A new feasibility request must be submitted for the location. |
| Closed | Not Feasible | Yes | No notification | It is not feasible to provide service for this order. |
Order Notifications without a status change
The following notifications are typically a manual notification or other notification, which is not from one of your orders. These notifications are intended to keep you informed and, in some instances, take further action.
| Notification type | Email notification | B2B/API notification | Description |
| Amend order completed | Yes | No notification | Your order was amended and the update was successfully completed. |
| Amend order accepted | Yes | No notification | Your order was amended and the update was successfully Accepted. |
| Amend order rejected | Yes | No notification | Your order was amended but the update was rejected and not completed. |
| Escalation Accepted | Yes | Yes | The escalation request was accepted by Chorus. |
| Escalation Declined | Yes | Yes | The escalation request was declined by Chorus. |
| Escalation Completed | Yes | Yes | The escalation was completed by Chorus. |
| Intent to Disconnect | Yes | Yes | A Service Provider has submitted a request to abandon a service that may have been left connected. |
| Intent to Disconnect Secondary | Yes | Yes | A Service Provider has disconnected a primary product offer where a secondary product offer are connected. |
| Notification Expire | Yes | No | A notification sent by Chorus was not answered within the required timeframe. |
| Notify Additional Service | Yes | Yes | A Service Provider has connected an additional Primary service to an ONT that you have an active service on. |
| Reject cancel | Yes | Yes | A cancellation request initiated by Chorus was rejected by you. |
| RFS Confirmed | Yes | Yes | The date and time that the order will be Ready For Service (RFS). |
| SVM event | No notification | Yes | The Service Company has updated the scheduled appointment for the order. |
| Cease Billing | Yes | Yes | A service you owned was transferred to another provider. |
| Manual Interaction | No notification | Yes | Your order has been manually updated with a note from Chorus. Note: In the Chorus Portal this may be displayed as the following notifications (additional notification types may be added or removed as required): - Notify Additional Service - Intent To cancel - Cancel - Update order details. |
| Update Order Details | Yes | Yes | Your order has been manually updated with a note about the order details from Chorus. |
| Status | Yes | Yes | Your order status has been updated by Chorus. |
| Status with Note | Yes | Yes | Your order has been manually updated with a note about the order status from Chorus. |