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Overview

 

75% of fibre connections are now completed in a day. For some more complex installations, we may require two separate appointments to get your customer connected. Let your customer know in advance if their property requires two appointments for us to agree the installation plan and complete the work required.

 

CX

Type of properties

Every property is unique, so there are a number of different ways we can install fibre. In some properties, there may be a few extra steps to connect your customer:

  • If your customer’s property is on their own section with their own driveway, it is most likely a single-dwelling unit, or SDU.
  • If your customer’ property is an apartment, retirement home, office block or multi-use block it is most likely a multi-dwelling unit, or MDU.
  • If your customer shares a driveway or lives on a private road, the property is considered a right-of-way, or ROW.

 

What your customers need to know before their appointment   

Agreement

Before the fibre installation appointment, your customer will need to make sure that someone who can make decisions for the property is able to be home for their installation. During the appointment, your customer will be asked to sign an agreement plan with our Chorus technician and they’ll also need to be available for our technician to talk to, should anything need to change.

Permissions

If your customer rents, they will need their landlord's permission before we can install fibre at their place. Getting landlord’s approval first is really important. It ultimately protects your customer - ensuring they are not breaching their tenancy terms and potentially forfeiting their bond by getting fibre installed. Your customer can find out what’s involved in getting fibre installed here. 

Installation

Have a look at the different ways we install fibre so you understand what’s involved when our technician talks your customer through the installation work required for their place. Where possible, we use the same method to get fibre to their house that their existing broadband uses. If this isn’t an option, our technician will recommend the best and most practical alternatives.

Your fibre equipment

During your appointment, our technician will bring the fibre from the network in your street to a small box installed on the outside of your house called an external termination point (ETP). The fibre will then be taken from the ETP to another small box (called the optical network terminal or ONT) inside your house. Think about where you’d like your ONT installed so you can let our technician know. The ONT is what your modem plugs into so where it lives in your home can affect the quality of your broadband experience. We recommend placing it in the living room, near your TV. Your first choice of location may not be possible, but you do have a say. You’ll find some useful information here.

 

Fibre-in-a-day: what's happening on the day? 

A Chorus technician will meet at your customer' address to talk them through the work required to upgrade your place to fibre. There are a few different ways we can do this – our technician will recommend the best method for their property.

  1. Agree your customer' install: once the technician has walked them through the recommended installation method, they’ll need to sign a plan agreeing for Chorus to complete this work.  
  2. Install your customer' fibre: following the plan, our technicians will ll bring the fibre from the network in the street to a small box which will be installed on the outside of your customer' house called an external termination point (ETP). The fibre will then be taken from the ETP to another small box (called the optical network terminal or ONT) inside your customer' house. The ONT is what your modem connects to. Before they leave, the technician will make sure your customer is happy with the work and answer any questions.

 

Get a quick overview of what's involved