Overview
70% of fibre connections are now completed in a day. Most fibre connections are simple and can be completed within a day. However, for more complex installations, two appointments are necessary. The first appointment is to design and finalise the installation plan, and the second is to complete the work. Informing your customer about the number of required appointments in advance helps ensure a positive experience and sets clear expectations.
Types of properties
Every property is unique, so there are a few different ways we can install fibre. In some properties, there may be a few extra steps needed 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.
- is an apartment, retirement home, office block or multi-use block it is most likely a multi-dwelling unit, or MDU.
- 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 must ensure that someone with decision-making authority for the property is present during the installation. During the appointment, they will need to sign an agreement plan with our Chorus technician and be available to discuss any necessary changes. |
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| 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 find out what's involved in getting fibre installed and more about installing fibre at rental properties. |
| 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 the installation appointment, our technician will bring the fibre from the street network to an external termination point (ETP) on the outside of the customer’s house. From there, the fibre will be connected to an optical network terminal (ONT) inside the house. Advise your customers to think about where they want the ONT to be installed, as its location will impact the quality of their broadband experience. The ONT is where the modem connects, so choosing the right spot is important. We recommend placing it in the living room, near the TV. While the customer’s preferred location may not always be possible, they will still have a say in the final decision. Learn about fibre boxes (ONTs). Learn about fibre boxes (ONTs) |
Fibre-in-a-day: what's happening on the day?
A Chorus technician will meet at your customer's address to talk them through the work required to upgrade their place to fibre. There are a few different ways we can do this – our technician will recommend the best method for their property.
- Agree your customer's 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.
- Install your customer's fibre: following the plan, our technicians will bring the fibre from the network in the street to a small box, which will be installed on the outside of your customer's 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's 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
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