Second ONT Requests

Use this process when a customer already has one ONT installed and is requesting a second ONT. Additionally, Chorus will advise if a third ONT or an infill is needed.

Remember, the Multiple Primary process allows you to activate a second, third, or even fourth broadband service on an existing ONT without needing an additional ONT installed. The second ONT process should only be used when a Multiple Primary order does not meet your customer’s needs.
 

What you need to know:

• A second ONT is considered to be a new install and currently all associated costs are free. If the customer requires other work, you must ensure the "While You Are Here” field under Offer Characteristics, Standard CSE is set to Yes, and also select any additional work required, to avoid delays to the customer.
• Second ONTs may be installed into an auxiliary building.
• The second ONT can be assigned to a different account or RSP.
• There is currently no charge from Chorus for a second ONT installation using this process, except build and material costs purchased by the customer (e.g. labour if the customer chooses to have external work prior to the Chorus technician’s arrival).  
• If the technician determines on arrival that a different type of install is required then charges may apply (e.g. infill). This will only happen if the information provided by the customer is incorrect.
• If the second ONT is to be installed in a separate building, the customer must provide a conduit with a draw/hybrid cable between the existing termination point in the main house, and where the Fibre is to be installed in the auxiliary building.  The customer can choose to do this themselves or contract to a builder – we may provide the cabling based on the request. See steps 9 and 11 of this process for details. 
   

Ordering Process
 

Request a Secondary ONT  

Follow these steps to identify a possible second ONT request or if you need help to determine if it’s a second/third ONT or infill:

• This process is for Residential customers only.
• Each address has been designed to have two connections. Third and subsequent ONT requests, Infill Build, or Last Step Fibre will incur charges.  
• If on arrival the technician determines this is an infill build scenario, the order will be cancelled by the Chorus technician, and you will need to submit a new order for the correct install type.  
• Infill build charge includes new drop off and installation of ONT. No additional charges would apply to the infill order.
• A building would be considered a minor dwelling (and subject to infill build) if it is self-contained with a separate kitchen, bathroom facilities and own separate power meter. Otherwise, it is classed as an auxiliary building e.g., garage or sleep out.
   

ONT next to primary  

1. Create an additional ONT order in the Chorus Portal.  
   Note: If the address is valid, the Chorus portal will confirm that a spare fibre is available. If no spare fibre is available, you will be alerted that it’s "not feasible to order" and request ends. If the customer wishes to proceed, you will need to request a price on application.
2. Ask the customer: “Will the second ONT be installed in a different building?”
   If yes, go to step 7.
   If no, go to step 3.
3. Ask the customer: “Is the second ONT to be installed next to the primary ONT?”
   If yes, go to step 4.
   If no, go to step 5.
4. Within your order, add full work instructions into Location of Equipment field to allow the Chorus technician to schedule appropriate time for the order. E.g. Second ONT to be installed next to primary. The Chorus technician will carry out a scope and discuss requirements with customer prior to installation. There is currently no cost to customer.  
   Important:  If “While You Are Here” is required you must select any additional activities, i.e., additional jackpoint, or the Chorus technician will refer customer back for approval before proceeding, charges apply.
    

ONT installation in the same building, modem in a different location

5. Ask the customer: “Is the second ONT to be installed in the same building but the modem in a different location?”
   If yes, go to step 6.
   If no, go to step 7.
6. Ask the customer: “Is there a reasonable pathway, i.e. through roof space?”  
   Note: See the Troubleshooting section for what to check.
7. Within your order, add full work instructions into Location of Equipment field to allow the technician to schedule appropriate time for the request (e.g. modem to be installed bedroom 1 on 1st floor). 
   The Chorus technician will carry out a scope and discuss requirements with customer prior to installation. Chorus will supply and install cabling from existing ONT to new location. There is currently no cost to customer.
   Note: If the customer has specific requirements e.g., cabling must go through a wall cavity, it is recommended that the customer engages with an electrician to carry out this work prior to the Chorus technician arrival as this is not a Chorus technicians area of expertise.  Work carried out by the electrician will be at the customer’s expense.
   Important:  If “While You Are Here“ is required you must select any additional activities, i.e., additional jackpoint, or the Chorus technician will refer customer back for approval before proceeding, charges apply.
    

Modem installation, different building

7. Ask the customer: Is the second ONT to be installed next to the primary ONT, and the modem to be installed in an auxiliary building less than 100m away?
   If yes, go to step 8.
   If no, go to step 10.
8. Within the order, add full work instructions into Location of Equipment field to allow the Chorus technician to schedule appropriate time for the request e.g., Modem to be installed in separate building i.e., garage, sleep out, office or shed.
   Important: If “While You Are Here” is required, you must select any additional activities (i.e additional jackpoint), or the Chorus technician will refer the customer back for approval before proceeding(charges apply).
9. Prior to technician arrival, advise the customer that they must:
   - arrange trench,
   - install outdoor grade ducting, and  
   - supply/install a connectorised RJ45 CAT cable from the existing ONT position to modem location.
   For purchasing duct and cabling:
   Outdoor grade 20mm duct must be purchased from any electrical wholesaler (e.g. Ideal Electrical or Corys). Ducting can be any colour EXCEPT red or orange.
   CAT cabling can be purchased from any technology store (e.g. Noel Leeming, PB Tech) and installed by an electrician. 
   The Chorus technician will carry out a scope and discuss requirements with customer prior to installation.  There is currently no installation cost to customer, other than purchases made for connecting CAT cable and ducting, or if the customer chooses to contract the digging of the trench to a builder.
   Notes:
   - Power can be placed in the same trench, but not the same duct. Ensure ECP34 (Electrical code of practice) clearances are adhered to.
   - Advise the customer to contact B4UDIG  prior to digging to ensure no other services are impacted. Full guidelines can be found  here.
   - TCF recommend CAT6a cabling and above dependent on customer’s budget.
    

ONT installation, different building

10. Ask the customer: “Is the second ONT to be installed into an auxiliary building that has no registered postal address?”
    If yes, go to step 11.
    If no, go to step 12.
    Important: If building is greater than 200m from the primary ONT, then the Last Step Fibre Build process applies.
11. Within the order, add full work instructions into the ‘Location of Equipment’ field to allow the Chorus technician to schedule an appropriate time for the request (e.g. ONT to be installed in separate building, such as a garage, sleep out, office or shed).
    Important:
    - If “While You Are Here” is required, you must select any additional activities (i.e. additional jackpoint) or the Chorus technician will refer the customer back for approval before proceeding, charges apply.
    - If building is greater than 200m from primary ONT then Last Step Fibre Build rules apply.
    - Power can be placed in the same trench, but not the same duct, ensure ECP34 (Electrical code of practice) clearances are adhered to.
    Learn more about development guidelines.
    Explain the following options for installation to the customer:

Infill redirect

12. Ask the customer: “Has the premise been officially sub-divided with own power meter and does it have a registered postal address?”

    If	Then
    No	Advise the customer they can proceed with the installation of the second ONT. However, there is a risk if a fault occurs at the primary ONT in the future and if they have not followed the infill process, this could cause delays in rectifying the fault due to access to the primary ONT. Confirm they are happy to go ahead with this understanding, and if: Yes, go to step 11. No, then if the customer does not wish to officially subdivide or accept the risk, a second ONT cannot be installed. Notes:   The RSP will discuss alternative options. Customers need to provide evidence of a registered postal address. The address will be created in AMA and then an order can be placed. Accepted evidence is a screen shot from NZ Post website and electricity authority or utility bill.
    Yes	Go to step 13. Important: If building is greater than 200m from the primary ONT then Last Step Fibre Build rules apply.

13. Confirm that the address exists in the Chorus portal, and if:
    Yes, go to step 16.
    No, go to step 14.
14. Ask the customer to provide evidence of the postal address from NZ Post website and electricity authority or utility invoice.  A screen shot from NZ Post website is sufficient.
15. Once the customer has provided evidence, create an Address Validation request via the Chorus portal.  Once the address has been created, then the Connection Order can be submitted.
16. Refer to the Infill Build process.  If the building is greater than 200m from the boundary then the Last Step Fibre Build rules apply.
     

Troubleshooting scenarios

The following troubleshooting information provides specific scenarios to help clarify the previous process steps.