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Forums › New Zealand Broadband › Tuatahi Compulsory Upgrading ONT - Call Centre Swamped
FineWine

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#321479 20-Aug-2025 17:56
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Received snail mail from Tuatahi that they wish to upgrade our ONT to the latest model. Original was installed 2014.

 

Rang to book the technician and was on hold for 100 minutes. When finally spoke to the lovely CS person, she was flustered and exhausted. Why? Because the Tuatahi management had just printed out a generic letter to 7000 households and did nothing to increase call centre staff. They have been absolutely swamped in calls, hence the 100-minute wait times.

 

Get your act together Tuatahi management, your call centre staff have burnt out.




Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

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TuatahiFirstFibre
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Tuatahi First Fibre

  #3407592 26-Aug-2025 13:36
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Hi GeekZone community,

 

Teresa from Tuatahi First Fibre here.

 

Thanks for the level of interest in our legacy ONT replacement programme - it’s great to see people engaged on the topic.

 

Just to clear up a couple of points:

 

Legacy ONT replacement programme: We began a gradual proactive replacement programme in June for around 7,000 legacy HG8240 Huawei ONTs on our fibre network. These older devices are reaching end-of-life.

 

The programme is being rolled out in batches and expected to be completed by mid-October. This work is part of our commitment to future-proofing our network and maintaining reliable performance for end-users.

 

Which ONTs are being installed: Currently, the majority of ONTs we install are the Huawei HG8240H5. For HyperFibre connections, we use the Adtran 622V ONT, which is supplied at no additional cost.

 

Contact centre wait times: Our service partner’s contact centre performance has been solid, with an average wait time of 26 seconds this month. The longer hold time mentioned in this thread was a one-off due to technical difficulties. Things are now back to normal.

 

For affected end-users:

 

  • We are replacing HG8240 Huawei ONTs with the upgraded model, free of charge.
  • Replacing the ONT is essential to maintain a quality connection. If it’s not replaced, users may start to experience service performance issues in the near future.
  • The replacement will be scheduled at a time that suits the end-user. In the correspondence to those affected, we advise a member of our team will be in touch to arrange an appointment; however, we provide a phone number and email address should they wish to make contact and arrange an appointment.
  • The replacement will result in a very short outage of less than five minutes.

If you would like further information, please email ontswap@tuatahifibre.co.nz

 

Thanks

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