Frequently Asked Questions
- Is Chorus still part of Telecom?
- Do I need to call Chorus if I want a new phone or broadband service?
- Should I contact Chorus if I’m having problems with my phone or broadband service?
- I have a question about the speed of my broadband service. Can you help me?
- What’s unbundling?
- When will my exchange be unbundled?
- What’s sub-loop unbundling?
- I’ve seen Chorus staff working on a new roadside cabinet in my street. When will I start to see faster broadband as a result?
- How has Chorus decided the schedule for deploying its faster broadband cabinets?
- A roadside cabinet on my street has graffiti on it. Who should I call to get it removed?
- Can you tell me how far I am from my local exchange or cabinet, or where they are located?
- My service provider has told me I have to wait for broadband service in my area. Can you tell me when it will be available?
- I’m in an area where fixed line broadband has never been available. Can you let me know when broadband might become available?
- If I’m receiving service from an unbundled exchange, will my service be moved to a new roadside cabinet when it is activated?
- How do I get connected to the fibre optic cable that Chorus has in my area?
- How do I check whether telephone cables are buried in the spot where I’m planning to do some digging?
- I want to move a part of your network (e.g. a cable, pole, or pillar). What do I need to do?
- I’ve noticed some damage to the telephone network in my area, who should I contact to report it?
- How do I find out about job opportunities at Chorus?
- I need to connect a new home up to the phone network. Can Chorus do this for me?
- Who do I contact regarding a subdivision query?
- Will Chorus remove the overhead wires in my neighbourhood and put them underground?
Is Chorus still part of Telecom?
Chorus is a Telecom New Zealand business, but it operates independently from all other Telecom business groups. There are with very stringent codes of conduct governing the way that Chorus interacts with other parts of Telecom. This means all customers, whether another Telecom business or other service provider, receive the same information, on the same terms, with equal access to our local network.
Do I need to call Chorus if I want a new phone or broadband service?
Please contact your chosen service provider to order a new phone or broadband service. They'll contact us on your behalf if our assistance is needed.
Should I contact Chorus if I’m having problems with my phone or broadband service?
Chorus' network is just one of the different technology elements that are needed to deliver a phone or broadband service to customers. If you're having issues with the performance of your phone or broadband service you should contact your service provider. They'll then contact us on your behalf if our assistance is needed.
I have a question about the speed of my broadband service. Can you help me?
If you have a question about the performance of your broadband service you need to talk to your service provider. Chorus only operates part of the network over which broadband service is supplied and there are many other factors which can influence your service. Your service provider will contact us if they require our expertise.
What’s unbundling?
Unbundling, also referred to local loop unbundling (LLU), refers to the opening up of access to the copper phone wires that connect homes and buildings to the telephone exchange. Previously, only Telecom could install equipment in the exchanges connecting to these wires, but unbundled copper local loop (UCLL) regulation means that a range of other telecommunications service providers can install their own equipment in the exchanges and they rent access to the copper wires from Chorus. This means they can deliver their own services direct to their customers. You can find out more about this here.
When will my exchange be unbundled?
Chorus unbundles exchanges on request from our service provider customers. For information on when a service provider is planning to unbundle an exchange you will need to contact that service provider. You may be able to find some information on their website.
What’s sub-loop unbundling?
Sub-loop unbundling refers to the opening up of access to Chorus' roadside cabinets. Roadside cabinets are used to supply broadband services where homes and businesses are beyond the effective range of broadband equipment located in the local telephone exchange. Chorus already has a large number of roadside cabinets and is deploying more roadside cabinets as part of its fibre to the node (FTTN) programme. Sub-loop unbundling will allow telecommunications service providers to install their own equipment in roadside cabinets rather than using a Telecom Wholesale service.
The Commerce Commission is expected to issue the terms for sub-loop unbundling in 2009.
I’ve seen Chorus staff working on a new roadside cabinet in my street. When will I start to see faster broadband as a result?
Chorus has an Cabinet Migration Schedule indicating when our new faster broadband cabinets are scheduled to begin providing service to customers. You will need to check with your service provider as to whether you are receiving service from a specific cabinet. Customers who are near an exchange will continue to receive service from there rather than a cabinet. Factors such as your modem type, broadband plan and premises wiring will also influence the performance of your broadband service.
How has Chorus decided the schedule for deploying its faster broadband cabinets?
The sheer magnitude of our fibre to the node project means that we can't necessarily complete all of the work as soon as we'd like to. Our plans mean we are now working flat out until the end of 2011.
In prioritising the deployment we have to consider a range of factors. Practical factors include the amount of work required to deploy additional fibre and cabinets in a particular area, the workforce available to complete the entire volume of work required in a region and any network reconfiguration or enhancement work required before cabinets can be deployed. Other considerations include the existing availability of broadband in an area (i.e. areas with limited service are given a higher priority if possible) and the number of lines in an area.
Remember too that Chorus' cabinet deployment programme is separate from the installation of exchange based equipment. Unbundling means that any service provider may choose to install their own equipment in Chorus' exchanges.
A roadside cabinet on my street has graffiti on it. Who should I call to get it removed?
We'd appreciate it if you call us on 0800 222 638 to report any graffiti on a Chorus cabinet and we'll get it removed as quickly as we can. Please do not attempt to remove the graffiti yourself, or paint over it, because our cabinet will often be coated in paint designed to facilitate the removal of graffiti and this requires the use of a specific cleaning agent.
Can you tell me how far I am from my local exchange or cabinet, or where they are located?
For questions of this nature you should contact your service provider. They'll be able to help you determine how factors such as distance affect your broadband performance.
My service provider has told me I have to wait for broadband service in my area. Can you tell me when it will be available?
There are a number of factors which determine the availability of broadband in a particular area and Chorus' network is just one piece of the technology jigsaw needed to deliver broadband services. If broadband is usually available in your area (which generally means that Chorus already has its part of the required network in place) and you've been told by your service provider that you will have to wait for service, then you should continue to liaise with your service provider for updates.
I’m in an area where fixed line broadband has never been available. Can you let me know when broadband might become available?
We're continually extending the reach of our fixed line broadband network. Factors that can influence our plans include the level of customer demand, population growth, subdivision development and technological upgrades. We are also committed to working with local and central government to investigate options where the economics for extending broadband coverage are particularly challenging. Email us at info@chorus.co.nz with your phone number and address details if you have a question about our plans for a specific area.
If I’m receiving service from an unbundled exchange, will my service be moved to a new roadside cabinet when it is activated?
Please contact your service provider to discuss questions relating to your unbundled service.
How do I get connected to the fibre optic cable that Chorus has in my area?
Although Chorus may have fibre optic cable in your area, you will need to contact a service provider to check whether you are able to sign up for a service over it. Service providers typically offer business grade services over fibre optic cable. Chorus is currently only connecting residential homes to fibre optic cable in areas where they are located in large new subdivisions.
How do I check whether telephone cables are buried in the spot where I’m planning to do some digging?
You can call 0800 B4U DIG (0800 248 344) free from any fixed or mobile phone or use the B4UDIG online form to find out if there are any Chorus or Telecom cables running under your site and where they're located. You can request either a plan, or full on-site cable location assistance from a local Chorus service technician.
I want to move a part of your network (e.g. a cable, pole, or pillar). What do I need to do?
Please contact us on 0800 825500 and we'll arrange for someone to provide you with a quote for the cost of shifting the network.
I’ve noticed some damage to the telephone network in my area, who should I contact to report it?
If you believe the Chorus/Telecom network has been damaged by some kind of event that might not have been reported or is in danger of being damaged, we’d certainly appreciate it if you could report it to Telecom Faults by calling 120. Please note that faults relating to your personal phone or broadband service should be reported direct to your service provider.
How do I find out about job opportunities at Chorus?
If you're interested in working for Chorus you can visit www.telecom.co.nz/careers to check any current opportunities.
You can also contact our service company partners Downer, Transfield Services or Visionstream directly to enquire about opportunities:
I need to connect a new home up to the phone network. Can Chorus do this for me?
Please contact a service provider to request a new connection. They'll then contact us on your behalf as necessary.
Who do I contact regarding a subdivision query?
If the subdivision is smaller than four lots, please call a service provider in the first instance.
If the subdivision is four lots or more in size, please call 0800 782386.
Will Chorus remove the overhead wires in my neighbourhood and put them underground?
Chorus puts new network underground where possible. We also work with councils and other utility providers to move our existing aerial network underground in some circumstances, but the cost of this work can be prohibitive and needs to be balanced against our priority of providing better service to customers.
