In the event of broadband cable damage, you can count on us to assist you by logging a fault. We'll arrange for a technician from your broadband network provider to restore your broadband service. If they identify a damaged cable, they'll initiate repairs promptly, without requiring your approval. This ensures your services are swiftly restored. For repaired damaged cables, the network company will investigate the cause and seek repair costs from the responsible party. If the damage is within your property or outside its boundary, the responsibility falls on you. For instance, if a tree within your property damages your overhead broadband cable due to strong winds, leading to loosening or cutting, the network company will send you an invoice for the repairs. If the tree is outside your property on a road owned by the city council, the network company will send them the invoice. In another scenario, if your underground broadband cable is accidentally cut within your property due to an incident, the responsibility lies with you. However, if it's cut by NZ Transport during their roadwork outside your property, they'll take responsibility for covering the repair costs.

The invoice may include :

• Site Visit Fee: Covers the expense of sending a technician to the site (charged per day).
• Labour Costs: Encompasses technician expenses for locating the damage, procuring necessary materials, carrying out repairs, and any additional work required to restore services.
• Materials Cost: Reflects the expenses associated with required repair materials.
• Council Fees: Encompasses costs associated with permits, mandatory approvals, traffic management, and the reinstatement of public footpaths and/or roads.
• Please note that your invoice will not include GST, as GST does not apply to repairs of this nature.

If you receive a bill for damage repairs from your broadband network company and believe the issue didn't happen within your property boundary or know who's responsible, kindly email the network company. Share as much detail as you can, so they can contact the right people. While we can initiate the service restoration process, we can't assist with disputes. For disagreements, you'll need to communicate directly with the network company.

TDR is a free service for customers to help resolve disputes about telecommunication services. If they are unable to resolve a complaint to your satisfaction, you are entitled to contact the TDR and seek its support to resolve your complaint with the network company and reach a settlement.

1. Chorus (regions include Auckland and most cities across the country)

For more information: https://www.chorus.co.nz/help-and-support/network-damages/what-should-i-do-if-i-damage-cable

2. Enable (regions include Christchurch and nearby cities) 

For more information: https://help.enable.net.nz/hc/en-us/requests/new?ticket_form_id=27687146924569

3. TFF (Tuatahi Fibre, regions include Tauranga and nearby cities)

For more information: https://www.tuatahifibre.co.nz/faqs

4. Northpower (regions include Whangarei and Kaipara)

For more information: https://northpower.com/company/safety/safety-around-the-network/safety-below-ground/finding-underground-pipes-and-cables