Installing fibre

To deliver fibre to New Zealand, we're installing a completely new fibre network - from equipment in the exchange, to the network in your street and connection in your property.

Click on "Pages" or "Next Page" for our UFB Installation terms. You will need to sign this agreement before we begin installing fibre.

How we install UFB in your property

If you’re thinking about getting hooked up to ultra-fast broadband (UFB), check out our video below to find out more.

More information

We've connected tens of thousands of Kiwi homes and businesses to our Ultra-Fast Broadband (UFB) network. Our fibre install process is as easy as ABC - Agree, Build, Connect.

We do need to meet with you to discuss and agree how we will connect your home to the new network.

To kick things off you need to call your broadband provider and order a UFB-based service.

If you live in a Rights of Way, apartment building or your business is based in shared premises you will need to seek consent from your neighbours, landlord or body corporate before we begin installing fibre.

Your broadband provider will book a day and either morning or afternoon for our technician to meet with you at your home or business to begin the installation process.

Keep in mind that we are installing a completely new fibre network - in the street, from the street to your home or business, and inside your property. We need to walk through the install process with you and get your agreement on how we bring the fibre from the street to your property and where we install the new equipment in your house.


Agree 

Allow an hour for this visit and we do need you to be there

We will contact you to confirm a time to meet at your home or business to discuss and walk through what’s involved to install fibre into your property and get you connected to ultra-fast broadband.

This visit will take around an hour and we need you to be at home to walk you through the install process.

We will confirm a morning or afternoon appointment with you first, then our technician will call the morning of the day of your appointment to set a specific time with you.  Allow one hour for this visit. 

Once we’ve confirmed a time with you, our technician will meet with you at your property to walkthrough the installation process with you and plan your fibre install.

This will include what we need to do to get the fibre from the road to the outside of the building and where we will install new equipment inside your property.

How we install the new network from the street to your property is largely determined by how your existing services are delivered (via a buried pipe, aerial cable, etc). For example, if you have an aerial cable now it is likely that we will replace it with a fibre aerial cable. You can find out more about this process.

At the end of the walkthrough we will ask you to agree to the install plan outlined by our technician and sign the UFB installation consent form.

Our technician will discuss the next two steps in the install process - Build and Connect.

What is included in the fibre install

For most residential properties including houses, homes in rights of way and within your apartment, we will not charge you to install fibre. Included in the install are:

  • Connecting your property to the fibre network in your street via the most appropriate determined by the service technician
  • Reinstating any surfaces that have been disturb to install the fibre cable
  • Installing the external termination point on the outside of the property
  • Installing the optical network terminator inside your property
  • Connecting your broadband provider's modem
  • Testing to ensure that everything is working

There may be charges from your broadband provider to cover connection costs at their end.

We may charge for some fibre installs in apartment buildings and retirement complexes.

Not included in an install:

  • Requesting another install option from the road to the property e.g. if you chose to remove aerial cable and replace with a trenched cable.
  • Electrical work to add additional power plugs - you need to contract an electrician to do this work
  • Moving the optical network terminator after it has been installed
Our technician will call
Confirm with you where to install the new equipment inside
And discuss the install from the road to your house

Build 

You don't need to be present for this as we don't need to access your home or business

Our technician returns to install fibre from the street to the outside of your property as agreed in the installation walkthrough.

You don't need to be present but you will need to be contactable by phone just in case there are changes to what you agreed to.

Sometimes we may be able to complete the Build work on the same day as the Agree or Connect steps.

Getting from the road to your house
Installing the External Termination Point (ETP) to the house
Reinstating the surface on a like for like basis

Connect 

Allow up to four hours for this visit and you do need to be present

The final stage of the installation is the completion of your connection to the ultra-fast broadband network. This is where our technician will meet you at your property and complete the internal wiring and installation of the new equipment inside your property as agreed earlier.

Allow up to four hours for this visit - our technician needs to complete the work inside your home or business.

Our technician will call you the morning of your Connect appointment to confirm their arrival time.  Allow up to four hours for this visit from the time our technician arrives and you will need to be present for the whole time that we are there.

Once we’ve installed the fibre equipment, we will test that it works and ensure that you’re all up and running.  We will ask you to confirm that you are happy with the installation before we tidy up and leave you to start enjoying the benefits of ultra-fast broadband!

We do need to install new equipment
Testing the fibre connection
Optical network terminal connected to the new UFB network

Click on "Pages" or "Next Page" to view the latest equipment we are using to install fibre in a street near you.

Fibre in your street


Bringing the new UFB fibre network to your street and your home or business is a big job. 

We are building a new fibre network from scratch. To get the fibre from the local exchange to your street, we’ll use existing underground pipes or telephone poles wherever possible but we may also need to install new ones.

We may need to dig or drill along your street to install smaller microducts which we will blow fibre through to connect your home or business.

Our service company partners will be laying fibre on our behalf. While the work in an area will depend on factors like the current infrastructure and the local ground conditions, the typical stages are:

  1. Preparation: you’ll see our technicians scoping and planning the work and marking where underground services are (the paint they use for this isn’t permanent).
  2. Laying fibre: while this is happening you’ll see a lot of vehicles and equipment, and people working in your street – we apologise if there are times when you’re inconvenienced and really appreciate your patience.  We’ll aim to keep this work phase as short as possible, to minimise disruption.
  3. Tidying up: when we’ve finished in your street we’ll do an initial tidy-up to remove hazards, for example filling in trenches.  Any ground that’s been disturbed during our work will be reinstated to appropriate standards. This may happen a few weeks after the work has been completed.
  4. Finalising and testing: With the fibre in the street we’re nearly done – but not quite.  We’ll still need to complete our work in your local exchange, connect the new fibre into our wider network and test to ensure our service meets quality standards.

When we arrive your street to install the new network it can be disruptive to both residents and businesses.

We may need to dig trenches or replace aerial cables. We may block footpaths or roads, or request that cars are removed from the street and residents' driveways.

We send out two letters to let you know we are coming. Keep an eye out in your letterbox.


We will let you know when we are coming 

We send out two letters to let you know we are coming. Keep an eye out in your letterbox.

You're streets ahead

First letter - three weeks out from work beginning

You will get a letter giving you a heads up that we are on our way and a brochure letting you know what to expect while we are in your street.

We don't give you a start date at this point. We have teams working around the country and there can be hold ups due to weather or those unexpected delays.

Ultra-fast broadband is coming your way

Our second letter lets you know when work will begin

Street signs will appear

We put up street signs to give you a rough idea of when we will turn up and the target date for completion.


We'll let you know when you can connect 

You may spot a postcard in your letterbox

When we are finished we will tidy up your street and move on to the next location. We do still need to do some work at the exchange and we need to thoroughly test the new network.


Getting your home or business connected to fibre 

You can check our map to see when you are able to order a fibre-based service.

Ring your broadband provider who will confirm fibre is available and book at time for us to come and talk you through the installation process including getting fibre from the street to your property and into your home or business.

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Click on "Pages" or "Next page" to find out what happens to your existing copper phone line when we install fibre.

Getting fibre to your property

We need to install a fibre cable from your street to your property and we want your fibre install to have as little impact on your property as possible.

We run the fibre cable to the external termination point (ETP) which is attached to the side of the building:

  • The fibre cable itself is black, lightweight, ultraviolet (UV) stable, and approximately 7mm in diameter. It's very strong with two steel wires inside providing strength. When buried, it'll withstand a spade dig which may dent the cable but not break it. The fibre runs through the green pipe.
  • The ETP is the box attached to the outside of your property where the external fibre cable from your street connects to your internal home wiring. This often sits alongside other utilities such as gas. If you already have an ETP for your copper services, it's likely we'll install a new one in the same place.
Fibre cable
External termination point
Agree appointment

Our install options

We have a number of different ways that we can install fibre from the street to your property. If your existing copper phone line is delivered via an aerial cable or an underground duct it is likely that your fibre cable will be installed the same way. However we do have other install options if this is not feasible.

Discussing the different installation methods that can be used to complete your fibre connections is part of the Agree process, where our technician will meet you at your property for an hour to agree an installation plan before work begins.

Aerial cable 

If your copper phone and broadband services are delivered via an aerial cable, we'll install our fibre cable the same way. If your property has an aerial cable for power, then we may be able to install our fibre cable underneath the power cable. 

There are a number of ways our cable may be installed:

  • Put up our fibre cable in addition to your current copper cable
  • Remove your existing copper cable and replace it with our fibre cable
  • Replace your existing cable with a hybrid cable containing both fibre and copper. This is used if you need to keep your copper for a voice service or monitored alarm.

Underground pipe 

If your copper phone and broadband services are currently connected via an existing underground pipe to your property and it's usable, we'll dig at each end of the pipe and pull our fibre cable through.


Mounted on a fence, driveway edge, or retaining wall 

If there's a suitable surface such as a driveway edge, footpath, curbing, retaining wall or structurally sound fence from your street to your property, we can mount our fibre cable to that surface, minimising the digging needed for your install.

We aim to hide the cable by mounting it at the base of the fence or under the fence rail. As fibre cable is very light, it won't cause any weight-bearing issues on a fence. It can be unscrewed and remounted if you're replacing the fence and can also be painted to conceal it.

Sometimes we'll surface mount our fibre cable inside a pipe where there's a risk of impact or more protection needed such as for a school or where there's multiple fibre cables needed like in a rights of way.

View our step-by-step guide for more photos of our surface-mounted fibre install process:

View
Step-by-Step


Buried cable in a grass verge or garden 

If the route from your street to your property is a soft surface like grass, dirt or garden, we can bury our fibre cable. We dig a shallow trench by hand with a spade or saw and lay our fibre cable in the trench.

The trench doesn't need to be in a straight line and can curve around trees and paths. We choose a location away from high impact areas where it's unlikely to be dug up.

We restore any surface we've disturbed with the same material and include grass seed in grassy areas. We do try to keep the turf and replace after we've finished.

View our step-by-step guide to see more information on buried cable installs:

View
Step-by-Step


Buried cable under a driveway or path 

If there is a hard surface such as concrete from your street to your property then we can use machinery to drill or dig a trench and bury our fibre cable.

  • Drilling - we drill (or thrust a rod) under the hard surface to create a trench to pull our fibre cable through. We limit digging to a temporary hole at each end of where we want to install our fibre cable.

We restore "like for like" i.e. concrete for concrete, but it's difficult to match colouring, texture and the pattern of concrete and asphalt.

  • Trenching – we have a couple of different trenching methods using machinery to either make a wide cut right through the hard surface or a narrow cut in the top of the hard surface to lay the fibre cable. We aim for the most direct route and take into account other utilities and ground features.

Availability of each drilling and trenching option is dependent on your location, condition and type of hard surface and where other underground utilities on your property are located.

View our step-by-step guide for a closer look at trenching restoration:

View
Step-by-Step

Want to change from aerial to underground? 

If your current phone and broadband is provided aerially, but you would like your fibre installed underground, you can either ask your service provider to place an Overhead to Underground (OHUG) order for us to do the work at your cost, or our technician will let you know where the trench needs to be dug if you would like to complete this work yourself. You can find our trenching standards on our Installing Underground Lead-In Pipes page.

Your fibre order will be placed on hold whilst the undergrounding work is undertaken. Once this is completed, our technician will return to complete your fibre install.


If you have any questions or concerns about restoration work, please contact us on 0800 MY FIBRE (0800 693 4273) or get in touch via our email us form.


Inside your home or business

We will install an internal cable from the external termination point on the outside of your property to our fibre equipment, the optical network terminal (ONT), inside your property.

Our fibre equipment we install inside your property is called an optical network terminal.  Your broadband provider's modem connects to the optical network terminal to provide your new fibre broadband service.

Internal cable 

The internal cable connects the fibre from the external termination point outside to the optical network terminator inside.

If you have wired your house for fibre this will be inside the walls. In existing homes this may run underneath the house or can be mounted at along the top or bottom of an internal wall.

 

Optical network terminator 

The optical network terminal is our equipment which terminates the fibre inside your property. It is a small plastic box with lights.

The location of the terminal depends on what kind of wiring your property has and where you want your modem located. In existing homes many people are choosing to locate it behind the television. It does require electricity and needs to be near an electrical plug.

The optical network terminal needs a power source and the modem will also need to be plugged in as well.

In new homes built with structured cabling, the terminal should sit within the home distributor cabinet.  This is likely to be located in the garage or under the stairs.

Your broadband provider will supply you with a modem to make their service work, and to provide a WiFi service. This modem is plugged into the terminator connecting your home or business to ultra-fast broadband.

We provide the optical network terminal and retain ownership of it. It should be left at the property if you move out.

Choose the location of the terminal carefully: We do have to attach the terminal to your wall. If you choose to move it at a later date you may be charged, and any repairs to the wall will be at your cost. We can only move the terminal if we can install the fibre cable to the new location and there are power plugs close by.

The terminal often goes behind the TV
In fibre ready homes the terminal is in home distributor cabinet
Optical network terminator installed and connected to ultra-fast broadband
" Discussing the installation process, including where the optical network terminal will be installed inside your property is part of the Agree process. You will need to be present while our technician installs the cable, the optical network terminal and the modem. You should allow four hours for this. "
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