This week we launched Assurance 2-hour appointment windows in major Chorus areas to give customers more flexibility to choose a shorter fibre fault appointment time for the technician to arrive within that suits their busy lifestyle.

This change applies to fibre faults logged for the following areas: Auckland, Napier/Hastings, Palmerston North, Wellington/Hutt Valley and Dunedin. These areas represent around 80% of fibre faults on the Chorus network. The remainder of the country will retain 4-hour appointment windows for the technician to arrive within. Copper faults will also retain 4-hour appointment windows nationwide.

When creating a fault ticket on an ASID that’s eligible for 2-hour appointments, you will automatically be presented with the correct schedule, either within the Chorus Assurance website or via the Assurance API.

To make the most of these changes, and to ensure the end customer has the correct expectations set for them, we encourage you to discuss the available range of appointments with your customer and allow them to choose the appointment that suits them best. We also encourage you to send customer comms confirming the selected appointment slot to ensure your customer understands the technician arrival window.

New booking times where a 2-hour window is available:  

• 7-9 AM
• 9-11 AM
• 11 AM – 1 PM
• 1-3 PM
• 3-5 PM
• 5-7 PM

This change does not affect Chorus Assurance SLAs.

You can access the FAQs here.

For your reference, you can view the list of exchanges that are eligible for the 2-hour technician arrival window.

Contact

If you have any questions, please contact your account team.