This article covers what to do if you have an issue with your VDSL broadband connection as part of an OfficeNet package.

Faults in your VDSL Service may be reported to us at any time by calling 0800 400 888.

Our target time to restore your VDSL Service is 1 working day after diagnosis of the fault. Our target restoration period does not include weekends or public holidays. If a fault is reported on a Friday or the day before a public holiday the target restoration period will be on the next working day. We do not guarantee any target restoration period for faults.

We will not provide fault restoration where a fault is diagnosed as being due to your router. However, subject to terms & conditions, we will replace the router if this is required.

Chorus may elect to not repair copper lines and services in areas where it is uneconomic to do so, including areas where Ultra Fast Broadband (UFB) is available. If this is the case for a fault that impacts on you, we will offer you our most equivalent service.

About your VDSL router

We will supply a router to you as part of your VDSL Service. You are responsible for installing the router, which is self-configuring and ready for you to add any private firewall rules. The router is sent to the premises designated by you in your Sign Up Agreement.

In the unlikely event that the router is damaged on arrival please contact the Business Care Team on 0800 400 888. However, you are responsible for any damage that you or any other third party causes to the router after its delivery.