One NZ to retire HFC (cable) network

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#3454046 19-Jan-2026 10:14

Rickles:

Fibre Everyday working fine, so called and asked for old HFC cable between pole and house to be removed.

Told that this would cost ME around $200.00 !!!!

@Rickles did you say I don't think so it is your network not mine! It is your problem

Rickles

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#3454047 19-Jan-2026 10:19

@Linux ... certainly did, as well as the fact that the connection could not now or ever be used again.

Was met with lots of "Umming", and "that's what my Supervisor told me".

NickR1 advised me to let him know if any problems so awaiting his response.

I only want the pole-to-house removed, and I'll take care of the rest in preparation for repainting that side of the house.

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#3454050 19-Jan-2026 10:37

That is absurd. This is just asking for people to chop it off and leave it hanging from the pole in an unsafe manner. If they have not made enough over the life of it to cover the removal of it, that is just bad business on their part.

Richard rich.ms

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#3454056 19-Jan-2026 10:55

richms:

That is absurd. This is just asking for people to chop it off and leave it hanging from the pole in an unsafe manner. If they have not made enough over the life of it to cover the removal of it, that is just bad business on their part.

I've already seen several examples of this in my area (northern Lower Hutt) over the last couple of months. That is, HFC cable dangling from poles that someone has clearly just chopped off a house.

Whether those houses were actively using HFC or not previously I don't know. It is definitely summer DIY season around here so it doesn't surprise me some people are just winging it because getting it removed properly seems to be difficult if not effectively impossible currently.

SteveC

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#3454057 19-Jan-2026 10:59

Rickles:
@Linux ... certainly did, as well as the fact that the connection could not now or ever be used again.

Was met with lots of "Umming", and "that's what my Supervisor told me".

NickR1 advised me to let him know if any problems so awaiting his response.

I only want the pole-to-house removed, and I'll take care of the rest in preparation for repainting that side of the house.

Anything non-urgent I just do what my account manager, @jasonparis, has told me, numerous times, to do - email jason.paris@one.nz and his office will get someone on to it.

Rickles

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#3454058 19-Jan-2026 11:01

@ps2jak2 ... I haven't noticed that around my area (yet), and of course I'm trying to 'do the right thing'.

HP

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billbennett

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#3454066 19-Jan-2026 11:13

richms:

That is absurd. This is just asking for people to chop it off and leave it hanging from the pole in an unsafe manner. If they have not made enough over the life of it to cover the removal of it, that is just bad business on their part.

This sounds like it may be worth investigating for a story. Can you, and by 'you' I mean anyone in this thread, give me a little more detail. I'll get in touch with One NZ and see if I can find out what is going on.

Bill Bennett www.billbennett.co.nz @billbennettnz

ps2jak2

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#3454069 19-Jan-2026 11:15

Rickles:

@ps2jak2 ... I haven't noticed that around my area (yet), and of course I'm trying to 'do the right thing'.

Which is also how I'd go about it if my place had HFC get it removed "properly".

I should have added that in my previous post I'm certainly not suggesting anyone "wing it" and self-uninstall their HFC.

I think its very strange that they don't seem to have a consistent procedure for anyone contacting them wanting overheard HFC removed - its not exactly a new request type as people have been removing it for years.

NickR1

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#3454166 19-Jan-2026 12:10

Hello,

The information Rickles received was incorrect and was likely the result of getting service types and their processes mixed up.

Our HFC changes page covers this concern. Please do not remove the cabling yourself.

backfiah

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#3454181 19-Jan-2026 13:05

NickR1:

Hello,

The information Rickles received was incorrect and was likely the result of getting service types and their processes mixed up.

Our HFC changes page covers this concern. Please do not remove the cabling yourself.

Does it really, though? Under "Who’s going to take away the old HFC hardware on the outside of my house?" it says "We’ll be leaving that as it is right now so that there’s no damage left to your property", which really makes it sound like One won't remove it. This will drive people to do it themselves, so there should really be some wording added for what to do if you want One to remove their deprecated lines from your property!

quickymart

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#3454184 19-Jan-2026 13:09

NickR1:

The information Rickles received was incorrect and was likely the result of getting service types and their processes mixed up.

Shouldn't your own customer services call centre people know all this though? I mean, it's not like cable is a new service or something.

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richms

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#3454185 19-Jan-2026 13:32

NickR1:

Hello,

The information Rickles received was incorrect and was likely the result of getting service types and their processes mixed up.

Our HFC changes page covers this concern. Please do not remove the cabling yourself.

The only mention of "take away" is buried at the bottom under several clicks, so not exactly providing this important detail in a clear manner. Also, if the staff are mixing up services then that is concerning.

Richard rich.ms

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#3454434 19-Jan-2026 20:04

Our billing has turned into an absolute shit show since starting this process and we haven't even switched over.

Did people bother paying any bills or just wait for the credit to show up and then figure it all out?

quickymart

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#3454438 19-Jan-2026 20:32

billbennett:

This sounds like it may be worth investigating for a story. Can you, and by 'you' I mean anyone in this thread, give me a little more detail. I'll get in touch with One NZ and see if I can find out what is going on.

Sadly Bill IMHO I think this may be a symptom of their outsourced overseas call centre not doing their job properly/knowing what to do (on the plus side, I suppose at least Rickles wasn't transferred around the company instead like many others on here have been).

I know when I worked at (what was) TCL, the chance of this type of wrong information being given out to a customer would be a number close to 0 - and I'm quite sure they had requests to remove/relocate cable equipment way back then as well.

I know, their ownership has changed and times have changed as well, but it shouldn't be this difficult for a request like this to be handled on the phone in one call, with the correct information being given.

SteveC:
Anything non-urgent I just do what my account manager, @jasonparis, has told me, numerous times, to do - email jason.paris@one.nz and his office will get someone on to it.

While I take my hat off to Jason for coming on here and saying/doing this, my point (which I've made before) is that he shouldn't need to do so; this sort of thing should be all taken care of by the call centre, just like it used to be.

MaxineN

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#3454443 19-Jan-2026 21:06

quickymart:

billbennett:

This sounds like it may be worth investigating for a story. Can you, and by 'you' I mean anyone in this thread, give me a little more detail. I'll get in touch with One NZ and see if I can find out what is going on.

Sadly Bill IMHO I think this may be a symptom of their outsourced overseas call centre not doing their job properly/knowing what to do (on the plus side, I suppose at least Rickles wasn't transferred around the company instead like many others on here have been).

I know when I worked at (what was) TCL, the chance of this type of wrong information being given out to a customer would be a number close to 0 - and I'm quite sure they had requests to remove/relocate cable equipment way back then as well.

I know, their ownership has changed and times have changed as well, but it shouldn't be this difficult for a request like this to be handled on the phone in one call, with the correct information being given.

SteveC:
Anything non-urgent I just do what my account manager, @jasonparis, has told me, numerous times, to do - email jason.paris@one.nz and his office will get someone on to it.

While I take my hat off to Jason for coming on here and saying/doing this, my point (which I've made before) is that he shouldn't need to do so; this sort of thing should be all taken care of by the call centre, just like it used to be.

The drop down process is something that has been repeatedly harped by the people who do care about the network and it being professionally taken care of.

The real problem is the training inconsistency and the interpretation.

You shouldn't need to email Jason. This is such a simple process and Nick can verify how easy it is.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

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