Fibre Debacle - New install or repair

There are a couple of options for what should have happened before work onsite commenced:

1: If still connected and planning alterations, call your RSP and request temporary removal of services on a premises networking order. Tech turns up to see what's required then sends job off for a Network Build work packet. This goes through a design phase and can take quite some time. Unfortunately not ideal if you are working to a tight timeline.

2: If your services have already been terminated by your provider (ie no active connection at the property, then you call 0800 4NETWORK and request a network relocation/temp removal BEFORE work begins. Network team come and remove the network so that the work can be done, then come back and reinstall it after alterations are complete.

If neither of these things happen, and the alteration work onsite causes damage to our network, then it goes something like this:

A) If no existing connection: Your network is in tatters at the site, but Chorus doesn't know this, so your RSP issues an intact connection order as our records show an intact circuit. Connection doesn't work. You log a fault. Faultsman comes out, discovers missing network elements, completes a Plant Damage Report, gains details for liable party (either the property owner or their contractors usually), tech repairs/restores the network, then Chorus sends the bill to the liable party.

B) If existing connection (which doesn't work), you log a fault. Faultsman comes out, discovers missing network elements, completes a Plant Damage Report, gains details for liable party (either the property owner or their contractors usually), tech repairs/restores the network, then Chorus sends the bill to the liable party.

We don't provide a quote for repairs following plant damage, as making good the damage to our network is not optional. Generally once the liable party is identified and liability is admitted, we'll proceed to restore our network and seek recovery of costs (whether the liable party wishes to pay or not).

It should be noted that you can't just pretend the property has never had fibre and ask for a new installation. Each land parcel gets one subsidised (usually free) installation. So even if Chorus did "blow away" the previous network connection records to make the property look like it's never had fibre, your property's free install has been and gone. A subsequent install is no longer eligible for a subsidy, so the full cost of installing a new connection is liable to be paid. Probably the worst of the two options really - best to just pay for the repair of damage caused.

I hope this helps. Sing out if you have questions, but the above is my understanding based on a few examples I have dealt with recently. As more more fibre connected houses change hands and get renovated, we are starting to see this issue more and more. My advice is if you are planning renovations and your fibre connection could be affected, always contact Chorus or your RSP before starting.

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