For more than a century, the copper lines network has played an important role in telecommunications in New Zealand – supporting landline calls and more recently, allowing us to connect to the internet. But with the arrival of new technology, like the fibre broadband network available to 87% of the country or Wireless Broadband which runs over a mobile network,
we’re now less dependent on the copper network for our communication needs. That’s why in the coming months, Chorus plan to gradually shut down the copper network in some neighbourhoods where new network technologies are available.

If you received a notice from Chorus letting you know that the copper network in your area is being withdrawn, then you’ll need to move to fibre or wireless broadband before the planned withdrawal date in order to keep your broadband and/or landline services. You can find your planned withdrawal date on any of the notices you received from us or Chorus.

• Move to a fibre service, for phone and / or broadband services
• Move to Wireless Broadband which runs over our mobile network
• Disconnect your copper service if you don’t want broadband using another technology
• Do nothing – if you choose to do nothing, we will disconnect your copper service at the end of the notice period and you will not be able to access the broadband and phone line services you currently use.

What does this mean for you?

You’ll need to be off the copper network by the date included in your letter from Chorus, in order to avoid being left without broadband and phone services at your place. If you have a phone line and you don’t contact us soon, you could also lose your phone number too. But don’t worry, we’ve got two great alternative broadband solutions that we can easily switch you to before then: Fibre broadband or Wireless Broadband both come with a phone service if you need one. To see what options are available with other providers in your area, see broadbandmap.nz.

What do you need to do?

All you need to do is give us a call on the phone number mentioned in your letter or email before the reply by date given (between 8.30am and 5.00pm, weekdays) and we’ll take it from there. You’ll either go through to our specialist team based here in New Zealand or your Account Manager who will tell you all about our broadband and phone services and will get you switched over to one that suit your needs the most. They’ll also be able to answer any questions you might have. Even if you don’t think you need your broadband service or phone service anymore call us to let us know.

Do you have a monitored security or medical alarm that relies on your phone line?

If you do and you are not already on Voice Calling over Broadband (VoIP), it’s important that you call the company that monitors your alarm to ask if your alarm devices will be compatible with your new Fibre or Wireless broadband connection. Most newer devices will easily let you change connection type, but an older alarm for example, may need a small plug-in IP module from your provider to get things working. If you need to upgrade your alarm, it’s a good idea to get it set up and ready to go before you get your new Fibre or Wireless connection, that way we’ll be able to minimise any interruptions during the move.

Important: contacting 111 in a power cut

One NZ’s landline service runs over broadband and relies on power in your home to operate. This means that if there is a power cut in your home, your broadband and phone will not work, and you will not be able to call 111 emergency services on your landline (unless you have a backup power source). Some devices, such as home or medical alarms, may also not work during a power cut if they do not have an inbuilt battery. It's a good idea to always have a charged mobile phone handy or to prepare an alternative power source such as a generator or battery.

If you can show that you, or someone in your household, are more likely than other consumers to require the 111 emergency service, and have no alternative means to contact 111 at the premises, we will provide you with a means to contact 111 in a power cut, free of charge. For more details on our obligations under the Commerce Commission’s 111 Contact Code, eligibility criteria and how to apply to register as a vulnerable customer,
visit one.nz/vulnerability or call us on 0800 438 448 (between 8am-7pm, Monday to Friday). Our website also contains information about how to make a complaint relating to the 111 Contact Code.

Complaints

If you wish to make a complaint about the withdrawal of the copper network at your address, please submit your complaint to One NZ here. If you are not satisfied with our resolution you can contact the Telecommunications Dispute Resolution Scheme (TDRS), here.

Further information about Copper Withdrawal

The TCF has produced further information about the changes and copper withdrawal across the industry, see here.

One NZ is signatory to the TCF Copper and PSTN Transition Code, see here for details on our obligations during the copper withdrawal process. If you have a complaint relating to our obligations under this Code, please get in touch here.