How to contact chrous if can’t through to ISP

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Stu1

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#319189 31-Mar-2025 19:22

The workers down the road hit the fibre cable tonight. I walked down and asked if they had hit as fibre is down . They kinda laughed packed up went home. There is about 30 min wait time to get through to degrees . Any idea how to check if the workers logged a job with chrous ?

RunningMan

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#3359225 31-Mar-2025 19:24

https://www.chorus.co.nz/help/services/report-network-damage

and for the outage map:

https://www.chorus.co.nz/help/tools/internet-outages-map

Jiriteach

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#3359226 31-Mar-2025 19:27

Chorus would know already if it’s widespread.
Use this form perhaps? https://www.chorus.co.nz/help/services/report-network-damage

Also check if the outage is on the Chorus outages page - https://www.chorus.co.nz/help/tools/internet-outages-map

Theres a few showing at the moment.

-- opinions expressed by me are solely my own. ie - personal

Stu1

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#3359227 31-Mar-2025 19:30

RunningMan:

https://www.chorus.co.nz/help/services/report-network-damage

and for the outage map:

https://www.chorus.co.nz/help/tools/internet-outages-map

Form tells me to call isp, I’m number 8 in the queue now making progress

Linux

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#3359228 31-Mar-2025 19:33

@Stu1 is anything showing on the Chorus outage map for your location?

RunningMan

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#3359229 31-Mar-2025 19:34

Just tick no in regards to contacting re internet not working, goes to a form you can populate with all the damage and location.

snj

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#3359230 31-Mar-2025 19:51

Using the Chorus form, in addition to also reporting it to your ISP, also means you can directly give them any identifiable information about the contractors that were on site should they wish to track down those that may have caused it (pretty likely they will want to). ISPs should relay it, but providing it direct means it's not lost in the relays.

Edit to clarify that should report to both still since it does affect your connection.

Stu1

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#3359233 31-Mar-2025 20:05

2degrees have just told me my problem complete the form basically not their problem 😡

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quickymart

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#3359239 31-Mar-2025 20:18

If you don't have service, it's a fault, and 2degrees has to log it for you.

I wouldn't have mentioned about the cable cut, maybe they heard that and just told you to go away to save them having to log it (which I've heard of happening before).

saf

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#3359240 31-Mar-2025 20:19

If your service is impacted, lodge a fault through your ISP - you cannot lodge this with Chorus (or any LFC) directly.

If the cable cut isn't impacting your connection, you can use the network damage form on Chorus' website who will investigate.

In this case, it sounds like you are impacted, which means 2degrees need to get a fault placed for you.

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Stu1

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#3359241 31-Mar-2025 20:22

I managed to get through to chorus , they were Awsum could see a whole cluster was down only about 18 houses out . Hopefully will get fixed tommrow thanks Team

yitz

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#3359255 31-Mar-2025 21:15

Nice one sounds like you got put through to the Chorus NOC?

TelcoTechDude

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#3359266 31-Mar-2025 22:29

Sounds like the contractors have cut through a 26-Way. They won't be laughing when they get the bill for that!

MadEngineer

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#3359284 31-Mar-2025 23:23

Do the contractors ever get billed? I had one site taken out three times by construction next door and I don’t think they were billed. I’m told they’re not.

The only time I’ve seen it billed was when a fibre company tried to bill us for when a plumber took out a fibre connection as a result of fixing a blocked drain … that was blocked due to the fibre company’s contractor sending the fibre through said blocked drain.

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Chorusnz

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#3359414 1-Apr-2025 10:47

Just to quickly Chime in and second what has been said here.

If your service HAS been impacted, and you have done proper troubleshooting, log a fault with your RSP! Yes even if there is an outage in your area!

There are a number of good reasons for this.

Although the area of an FRE can be quite large, if you look at the details you will often find the actual number of impacted services is quite low. You may well not actually be part of the outage.
Even if you are a part of the FRE, having a fault ticket logged it will get linked to the FRE will allow your provider to quickly see and get updates on the FRE.
Crucially, having a ticket means that once the FRE is resolved we will specifically check that your service is restored and if not will continue to work to resolve it.

If your service is NOT impacted, but you see any kind of damage to the Chorus network. Then please fill out the form, or give us a call: https://www.chorus.co.nz/help/reporting-damage-to-the-chorus-network.

MadEngineer:

Do the contractors ever get billed? I had one site taken out three times by construction next door and I don’t think they were billed. I’m told they’re not.

We certainly do try. There may be barriers to this, knowing exactly who caused the damage or getting contact details can be difficult. But certainly yes it is Chorus practice to try and and recoup the costs for damage caused to our network.

^Richard

Stu1

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#3359429 1-Apr-2025 11:12

Chorusnz:

Just to quickly Chime in and second what has been said here.

If your service HAS been impacted, and you have done proper troubleshooting, log a fault with your RSP! Yes even if there is an outage in your area!

There are a number of good reasons for this.

Although the area of an FRE can be quite large, if you look at the details you will often find the actual number of impacted services is quite low. You may well not actually be part of the outage.
Even if you are a part of the FRE, having a fault ticket logged it will get linked to the FRE will allow your provider to quickly see and get updates on the FRE.
Crucially, having a ticket means that once the FRE is resolved we will specifically check that your service is restored and if not will continue to work to resolve it.

If your service is NOT impacted, but you see any kind of damage to the Chorus network. Then please fill out the form, or give us a call: https://www.chorus.co.nz/help/reporting-damage-to-the-chorus-network.

MadEngineer:

Do the contractors ever get billed? I had one site taken out three times by construction next door and I don’t think they were billed. I’m told they’re not.

We certainly do try. There may be barriers to this, knowing exactly who caused the damage or getting contact details can be difficult. But certainly yes it is Chorus practice to try and and recoup the costs for damage caused to our network.

^Richard

Would be great to remind 2degrees they were adamant it’s my responsibility to contact you. Your service was amazing by the way.The help desk was great