Please refer the following information for a new ONT installation.

(1) installation cost may vary depend on the complexity of the job

(2) estimated time to install also may vary depend on the complexity of the job

(3) installer (technician) may make a hole on the wall during the installation

(4) Wi-Fi signal will be weak if the ONT is not installed in the main living area such as your living room

For residential customers

1. EOI of Fibre Service at your address

Let us know that you are interested in applying Fibre service. Before application, we will help you to check:

a) If Fibre is available at your address. If not, you will need to contact us later when Fibre is available in your area.

b) Any consent required from landlord/neighbours/building or property manager

• If you are not a landlord, please speak to the landlord first. You need to get a consent.
• If you are sharing a driveway with your neighbour(s), the regional Fibre installer will send a notice to your neighbour(s) but it is always best to speak to the neighbour(s) in person about your plan to install a new Fibre line.
• If you live in the apartment, you'd be best to contact the building/property manager first to find out about the standard process. They may have a certain set of policies and rules.
• If you have just purchased a brand new house, your builder may have already installed a Fibre up to your property. Please speak to the builder first.
• If your property is an apartment, townhouse or other type of shared property, you may need to provide us a building/property manager's site contact details.

2. Submit your application

Once we confirm that fiber at your address is available, we will submit an application on behalf of you to the network company who does the fiber installation.

After application is submitted, you will be informed of 2 appointments from the installer, one for scoping where the technician will visit onsite to discuss installation plan, the other one for actual installation.

Please be aware,

a) appointments could be changed due to weather conditions/ technician availability. If there is a change, we will send you a reschedule date via text message, or sometimes a technician might contact you directly to arrange a visit.

b) due to the difference of onsite condition, technicians decide how long the installation job could take. The time frame could take from few days to few months.

c) appointments will only be confirmed after consents are completed. If you have submitted the application before you speak to your landlord and/or building/property manager, we strongly recommend you to speak to the landlord and/or building/property manager immediately after applying to avoid any unforeseen delay.

3. The first appointment with a Fibre installer

This is the first appointment, A technician from the Fibre installer will talk you through the work required and agreement with you on your installation plan.

The agreement covers what works are required from the road end up to the outside of your house where they will install the connection point and where the Fibre equipment will be installed inside the your house. Generally, this initial meeting takes about an hour. In some cases, when the structure of the house or wiring conditions is simple and easy, technician can complete whole installation process within this visit, this depends on the technician's judgement on all variable factors.

• We strongly recommend you to discuss as much information as possible on your initial appointment as this generally makes a whole lot different for your Fibre broadband installation.
• If you are not a landlord, it is best to have a landlord and/or building/property manager present on the appointment day.

4. Fibre installation outside property (Network build)

If network build is required, the Fibre installer will lay out a Fibre cable from the road end and install a small box called ETP (external termination point) or FTP (fibre termination point) on the outside of your house. In most cases, you don't need to be present at home for this work but we advise you that you are still contactable by phone or have someone at home just in case some changes need to be made before going further. The installation work may be stopped if the installer finds extra work outside of the original plan and this is where communication with you is important.

• A new Fibre cable will be connected by aerial cable or through an underground pipe. A Fibre installer usually installs the Fibre cable in the same way as your existing copper phone line. In most cases, this will be discussed with you during the initial appointment.

5. Fibre installation inside the property

- During this stage, the Fibre installer will install a small box called Fibre Box (ONT; Optical Network Terminal) inside of your house. You need to be present at home for this work as this visit takes up to 4 hours and need access to your house. The technician from the Fibre installer will also complete the required internal wiring and complete to install a new Fibre Box (ONT) in the location of the house where you agreed previously. As soon as the Fibre Box (ONT) installation completes, the technician will test it before leaving.

• Please ensure that you have a Fibre broadband supported router before the installation date.
• In some brand-new houses, you may have a network enclosure fixed on the wall and the Fibre Box (ONT) may be installed there.
• A different technician may be dispatched for the Fibre Box (ONT) installation so it's the best practice to double confirm the Fibre Box (ONT) install option before technician starts working on it.
• A technician usually tests if Fibre broadband is working before leaving the site.

For business customers

If you are a business customer wanting to install a new Fibre broadband in the commercial building, a standard installation process will likely be the same except you may need to check on the followings first.

1. If you are not a landlord, please speak to the building/property manager first and talk through any policies or requirements first.

2. A building/property manager or landlord may need to be the main site contact for any installation job.

3. A building/property manager may need to obtain permission from other business(s) in the same building which may cause a further delay in your Fibre broadband installation.

4. If your business has a security alarm, payment system like an EFTPOS machine or any services that currently rely on a copper phone cable, please check with your EFTPOS machine provider first to ensure that it's compatible with Fibre.

5. When Fibre installation completes, your business phone will be switched to VoIP (Internet based), which means when there is Internet is doen due to fault or area outage of broadband or power, your business phone will not work.

Fibre installation FAQ

Who is my Fibre installer?

- Network company of the area depends on where you live. Please contact us to find out more information.

Do you install a Fibre broadband on the weekend?

As a retailer, we can't book installation jobs for the weekend unfortunately. However, when a technician from the network company contacts you to arrange a specific booking time, you can try the weekend option but we can't guarantee that.

Will there be any delay or cancellation of installing Fibre broadband on pre-arranged appointment date?

- Yes, booking could be changed due to a weather condition or staff resource planning. However, we will send out new schedule via text message or technician might contact you directly to rebook if it's a short notice.

Will I have to rewire my home?

- Your home may have internal wiring already if you are using a copper line-based Internet service, phones or even medical alarm connected to jack-points at home. As soon as a new Fibre cable is installed in your home, your Internet will work through a new Fibre cable but you may still be able to use your existing copper wiring throughout your home for phones (you need to arrange this with us when you apply for the Fibre broadband plan). Newly built homes may have a data enclosure on the wall where all Internet/phone ports are linked in a central location.

What will happen to my home alarm after Fibre installation?

- Your existing home alarm may work on a new Fibre line or will need some reconfigurations. If you have a security alarm service currently working on a copper line at home, please have this double-checked with your current alarm company.

What will happen to my telephone after Fibre installation?

- As soon as a new Fibre broadband is up and running, your copper line based Internet service will be disconnected and your telephone service will be switched to VoIP (Internet based). This change will impact the way you use a telephone service in two ways; (1) Your telephone will no longer work when there is no Internet or during power outage, and (2) Your existing connection through the jack-points may not work anymore.

What will happen to my Wi-Fi connection?

- Technically, Wi-Fi connection is your router/modem's function. If you already have a router that supports Fibre broadband then you can use the same router/modem for your Fibre connection. Please note that your router/modem may need to be moved to another location where close to Fibre Box (ONT) and this may result in changing the Wi-Fi signal strength reaching your devices.

Additional information

You can find more information from different Fibre network companies. If you are not sure which company is installing a Fibre at your premise, please contact us for more information.

Chorus (https://www.chorus.co.nz/help-and-support/fibre-installation/what-fibre-installation-process)

- Area covered: Auckland, Ashburton, Blenheim, Dunedin, Feilding, Gisborne, Greymouth, Invercargill, Kapiti, Waikanae, Levin, Masterton, Napier, Hastings, Nelson, Oamaru, Palmerston North, Queenstown, Rotorua, Taupo, Timaru, Wellington

- Chorus landlord consent form is available here

Enable (https://www.enable.net.nz/)

- Area covered: Christchurch, Kaiapoi, Rangiora and Rollerston.

- Enable landlord consent form is available here

Northpower (https://northpower.com/fibre)

- Area covered: Whangarei

- Northpower landlord consent form is available here

Tuatahi First Fibre (https://www.tuatahifibre.co.nz/installation-process)

- Area covered: Waikato, Tauranga, Taranaki or Whanganui

- Tuathi First Fibre landlord consent form is available here