Frequently Asked Questions

As a rule, we’ll offer you the fastest type of service your address can get. If you can get Fibre, we’ll work with you to try and get it installed to your business. If Fibre isn’t available, we’ll try for VDSL. And if neither of those are an option, our ADSL service is still pretty fast. Upgrades to faster service types are generally free (barring any extra work we may need to do—we’ll discuss these charges with you first) although we will ask you to sign up for a new contract term. We also have speed upgrades available for Fibre connections.

If you’re wanting the fastest broadband we have available, choose one of our Hyperfibre plans with speeds up to 4gbps for both upload and download! It’s amazing.

Hyperfibre is only available in certain areas, use our address checker to see what is available at your location.

In most cases, we don’t charge install fees for new connections.

There are some exceptions:
• Sometimes our network service partners will advise us that there is extra work required to install your service. We will discuss these charges with you before proceeding, and if you don’t want to pay these charges, your install will be cancelled. This applies mostly to Fibre install, but sometimes ADSL and VDSL installs need extra work too.

• For new installs of ADSL, if you select the “I need wiring” option, there is an additional fee of $145.00. This option ensures a Chorus technician visits your address and checks that your internal wiring is suitable for a connection, including a check whether the service you have ordered actually works. If you request ADSL and don’t select this option when ordering a new connection (rather than a transfer from another provider) we can’t guarantee that it will work on the date we’ve given you. If it doesn’t, there may be an additional charge to send a Chorus technician out to investigate why.

• For new installs of VDSL, the “I need wiring” option is the default and comes at no charge. If there are any unexpected charges on top of this wiring work, we’ll let you know before proceeding.

Our standard contract term is 12 months but we offer terms of 24 and 36 months. Early Termination Charges (ETCs) are as follows:

If there is less than 12 months of your contract term remaining, the early termination fee is $199 + GST

If there is between 12 and 24 months of your contract term remaining, the early termination fee is $399 + GST

If there is more than 24 months of your contract term remaining, the early termination fee is $599 + GST

Our unlimited business plan can come with a router rental for just $10 + GST, an ideal fit for small businesses and home offices. We have a range of router upgrades available for rent or purchase for larger, more demanding applications. We also offer a remote Router Management Service if you’re looking for it.

At launch we do not have a Hyperfibre capable router available so you will need to bring your own. Keep an eye out though, we are working on something a little bit exciting in this space.

Domain name registrations, website hosting and VoIP services which include competitive calling bundles and phone rental.

If you have an existing connection you’ve asked to transfer to us, generally only a few days to a week-we’ll email you as soon as we have a confirmed date. Sometimes it takes a little longer if we strike problems, but we’ll let you know when this happens. To make sure things go as smoothly as possible, please make sure you supply the correct account name and account number for your current ISP. If you’re transferring to us and also upgrading at the same time, things could take a little more time.

If you’re ordering a brand new ADSL or VDSL connection through us, we should let you know within a couple of days when we expect it to be done-most of the time this is around a week from the time you order, but sometimes it takes a little longer.

If you’re ordering a new Fibre connection, and your business is in a standalone building that you own, with no shared driveways or Rights of Way, the connection should be done within a few weeks to a couple of months, barring any unforeseen delays. If you rent, the fibre company will need to gain the written consent of your landlord. If you live in a building with other tenants (like a typical office building) or have a shared driveway, and none of the tenants currently have Fibre, installing Fibre can take quite a bit longer, as the fibre company will need to gain written consent from every affected land owner. A few weeks after after you place your order, the fibre installation company will begin contacting land owners (if you or your neighbours haven’t hear anything after a month, please give us a call so we can follow up.)
If you're ordering Hyperfibre it may take 4-6 weeks for Chorus to enable Hyperfibre in your area before we can send a tech out to replace your modem. We will keep you updated throughout the installation process. However, if you already have an existing hyperfibre ONT installed from a previous Hyperfibre connection, we will be able to get this connected much faster.

To speed up this process, you can get your neighbours’ landlords to fill in their consent forms ahead of time (if you’re in a Chorus area, you can find it here, if you aren’t sure who your Local Fibre Company is, get in touch with us on 0800 4 SCNET and we’ll help out.)

If your building already has Fibre, the install process is a lot faster, since the connection to your building is already done. If you already have an ONT (“Optical Network Termination”, the box on the wall you connect your router to for a fibre connection) please include this information in your order. If you’ve already placed your order, please let us know that you already have an ONT installed, preferably also including details of the serial number listed on the labels on the unit.

Unfortunately, installing Fibre can take a while and it can be hard to tell where your order is up to. We’ll do everything we can to keep you informed, but to make things a little bit easier for you, if it looks like it’s going to take more than a month, talk to us and we’ll see if we can sort you out with some kind of temporary solution until it’s in.

Our business Voice connections are designed to work in a variety of scenarios, so yes! You will need special equipment to enable our VoIP services to work, but we can help you out with that too. Drop us a line and we’ll work something out for you.

We believe that “Unlimited” should mean unlimited: no slow downs, no traffic shaping, no hidden charges. We want to make sure that this is true for everyone. As much as we can, we’ll let you do whatever you want on our network as fast as you can, but sometimes there’s a chance that very, very high usage will start to affect our other customers, and when that happens, we’ll talk to you about solutions that work both for you and for our other customers. We define “Fair Use” to mean the usage patterns of 99% of our users, assessed on a monthly basis. If you’re in the 1%, we’ll be in touch, but don’t worry, we won’t spring anything on you without talking to you first.

Yes, this is no problem at all. It might pay to check your contract with your current provider though: some providers offer “bundled pricing” which requires both a phone line and an internet connection, so if you transfer your broadband away, they may start charging you more for your phone line. To be extra safe, please state “I wish to keep my phone line 0X XXX XXXX with my existing provider” when entering your order.