Overview
Installs and Intacts are defined as:
- Install: is the process of connecting fibre to an address which has never had fibre installed before.
- Intact: is a previously installed ONT that currently has no active services.
Resources
- Processes
- Failed Fibre Orders
About
A Failed Install order occurs when a customer's installation is marked as complete in the Chorus system, but the service has never worked. This can be caused by issues at the customer's location, record errors, or network problems.
A Failed Intact order occurs when the remote activation of fibre to an address with an installed ONT fails to deliver service, often due to prior changes at the customer's premises, record discrepancies, or pre-existing faults.
Process
All Failed Install and Intact Orders for Consumer and Business customers must be logged as a Problem Report (fault ticket) via the Chorus Assurance Website.
To assist with our investigation, please include as much information as possible in the Additional Information section of the Problem Report, including:
- ONT Serial Number and Status Lights: Include the ONT serial number and check the status lights for the optical and LAN ports. See How
- Customer's physical address: Provide the customer's physical address. If it differs from the one listed for the ASID, provide both.
- Recent changes to premise: Any known recent changes to the customer's premise, such as renovations or subdivisions.
For any queries on an open Problem Report, request updates through the Chorus Assurance Website.
In cases where the best resolution requires a new 'Connect' or 'Modify' order to be submitted via Chorus Portal, the Chorus Assure team will notify you through the fault ticket.
Business
For Business Failed Orders, continue to use the BAU Escalation matrix to report issues.
For Chorus Portal orders in a ‘Closed status’ where an escalation is raised due to no ONT being installed, you can submit an escalation by emailing BusinessFibreEscalations@Chorus.co.nz.
You must include the following details in your email:
Email Subject: 'Fibre Failed Install – Order ID'
Email Body:
- Portal ID (on which the order went to Service given)
- Brief description of the issue
- Customer name and contact details (if different than the one provided on the previous Portal order)
- Photo of the ONT with the lights and serial number visible, or the Comms room where the ONT was to be installed (in case the ONT was not installed at all) and any other supporting information.
- Impact to the business (financial, security alarms, etc.).
Our Business Escalation team will update you as needed.