Find out everything you need to know about getting connected to our fastest broadband network including how to order and install fibre, and the consent process.Check your broadband
Our copper network provides great broadband alternatives if you don’t yet have access to fibre. Find out more about VDSL and ADSL here.Check your broadband
Who do I contact for updates on my order?
Your broadband provider is your main point of contact for all order updates. We provide information to your broadband provider as your order progresses through our system so they can have the most current information to hand.
How do I reschedule my order?
Please call your broadband provider if you need to reschedule your order.
My broadband isn't working, who do I call?
Your broadband provider is your first port of call. If necessary, they will log a fault with us and we will work together with your broadband provider to resolve the issue.
When is a technician coming to work on my job?
Your broadband provider will be in touch as soon is your job is booked, confirming the day and either a morning or afternoon booking. On the day of the booking, your Chorus technician will call you before 9.00am to confirm the time they will be at your property.
How do I follow up to get my ground surface reinstated after my fibre cable has been laid?
Please call us on 0800 600 100 or complete the web form:
Can I get fibre?
Enter your address into our broadband checker to see if fibre’s available and what your options are.
How can I get broadband if I'm outside the Chorus coverage area?
If you fall outside our rural broadband coverage area, there are a couple of alternative options to access the internet. Have a look at wireless broadband providers in your region, or consider a satellite broadband service from providers like Farmside or Wireless Nation.
Why are my speeds not reaching the maximum available?
There are some key factors that can affect broadband performance, and they may occur in isolationor in a combination. These are:
• The distance from your property to the local exchange or cabinet
• The capacity of your broadband line and how much data is being used
• Your broadband plan
• The age and quality of your modem
• The hardware and software you are using
• Copper quality
• The other end of the line
For more information on how these impact performance see our broadband performance information.
How long after fibre is laid in my street can I order fibre?
Our fibre build is completed by cabinet area, not by street, meaning the whole area needs to be completed and tested before we can offer services. So if you’re the first street in the project, you may need to wait a few weeks until all the streets off the one cabinet are completed. Keep an eye on our broadband map - itwill be updated as soon as you are able to place your order. When our testing is complete, you can order fibre straight away through your broadband provider.
What is the process for build consents?
If your property is accessed by a shared driveway or you live in an apartment or gated community administered by a body corporate, consent is needed to install fibre in shared or communal areas. There are a few steps to the consent process before we begin work:
1. You order fibre from your broadband provider and they pass the order on to us
2. We contact your neighbours, landlord or body corporate directly to seek consent for build work to take place.
3. When consent is granted, we’ll then build along the shared driveway or communal areas.
Once that’s done, we’ll be in contact to arrange for a Chorus technician to meet with you at your house to discuss how we’ll get the fibre from the driveway or communal area to the inside of your home, and to agree on an installation plan. All work to install fibre at your property is carried out under terms and conditions that permit us to install, maintain and operate the equipment on your premises.
What will my fibre install look like?
Fibre is connected from the street to your property via a small box installed on the outside of your house call an External Termination Point.
Fibre is then connected from the exterior to the interior via another small box called an Optical Network Termination (ONT) located inside your house.
What will happen during my copper service install?
If you are connecting to ADSL or ADSL2+ then you do not need to do anything - we will simply switch on this service at our cabinet or exchange. If you are connecting to VDSL services then an appointment will be made for a Chorus technician to visit your house. Our technician will install a black box, known as a splitter, in the key jack point to separate voice and data carried on the copper likes.
How long does it take to get fibre from when I place my order?
Once your order has been placed with your broadband provider, they will give you an outline of the timings for the install process. It is important to note that no work can begin until all necessary consents have been received.