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Chorus is closing the copper network in some areas

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If you received a notice from Chorus letting you know that the copper network in your area is being withdrawn, then you’ll need to move to fibre or wireless broadband before the planned withdrawal date in order to keep your broadband and/or landline services.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

To prepare for the copper withdrawal your options are:

  • 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

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.

As your new phone service will run over your broadband connection rather than the copper network, you’ll need power to make a phone call which means your phone line won’t work in a power cut. If you or someone you live with, don’t have another means to call 111 in a power cut and qualify as a Vulnerable Consumer, we’ll supply you with an alternative means to call 111 (eg mobile phone), free of charge.
You can find out more about the register and apply online at


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.

Want to talk to someone?

If you’d like to chat to one of our team about this change of service.

Our specialised support team is available Monday to Friday between 8:30am and 5pm

Call 0800 000 047

Important Information

Chorus has provided a useful website which covers off the Copper Withdrawal which can help with any question you may have regarding the process. This can be found here.

In preparation for the Copper Withdrawal, you may also find the below information helpful:

When are my copper services being withdrawn?

Chorus will look to withdraw copper services about 6 months from the date you received the first letter. This first letter and any further letters will give the date Chorus are planning on withdrawing copper services in your area.

Can I choose to keep my current copper services?

No, unfortunately, there is no option to opt out of this change of service. If you’d like to chat to someone more about this move, call us on 0800 000 047.

Will my account number change?

Some customers will get a new account number as part of their change of services. If you fall into this group, we’ll communicate this clearly in our direct communications to you and provide all information you’ll need for the new account.

What if I’m moving home?

If you’re planning to move to a new home, please give us a call on 0800 836 683 as your options at the new house may be different to what’s available to you at the moment. Our friendly team can also assist with the move, to ensure your services follow you to your new home. Here’s some information about moving home.

Frequently Asked Questions

I want Fibre installed, what’s involved?

  • There are several steps to get you up and running with Fibre. The installation process can take a few weeks or longer depending on the type of house you live in and if consent is required. Once you have placed your Fibre broadband order with us, we pass your order onto your local Fibre company. Here’s an example of the step by step process. Standard Fibre installation is free in most circumstances.
  • Fibre means faster upload speeds for large files like photos, music and videos, better quality streaming and sharper video and voice calls. Plus your internet speeds will be more reliable and consistent which means everyone at your place can watch, listen, play, post, work and chat all at the same time without any loss of quality

What is Wireless broadband?

Wireless Broadband is a super-fast, reliable broadband service that runs over our mobile network. It's the mobile aspect that makes it wireless. Wireless Broadband is a fantastic option if you want to upgrade your broadband for speed and you live within live within 5G coverage or 4G coverage.

I want Wireless broadband installed, what’s involved?

Installation for Wireless Broadband is simple and easy. There is no need to wait for a technician or a complicated install with wireless, just plug in your new wireless modem and go.
It's a fast connection type, and can handle up to 30 devices at once.

How do I save special Voicemails?

If you pay for a Voicemail service with One NZ, any saved voicemail messages will be lost during the move to your new service. If you have particular messages you don’t want to lose, we recommend playing the message to an external recording device, such as a voice recorder app on a cell phone.

You’ll need to do this before the change to fibre, as there will be no way to retrieve these saved recordings from our old voicemail platform once the switch has taken place.

What will happen to my other call features?

Any voice features you currently have access to will be transferred to your new service and will need to be set up again. Instructions on how to setup phone features can be found on the One NZ website here.

What is my new Voicemail PIN Number?

After your fibre service has been installed, you’ll need to set up your new voicemail. Just call *61 and follow the prompts. Your temporary PIN will have been sent to you via TXT and/or Email. When you first set up your voicemail, you’ll need to change this PIN. Then anytime you want to check your voicemail, just call *61

How do I reset my Voicemail PIN Number?

You will be prompted to reset your temporary Voicemail PIN number the first time you look to set up the service. For information on how to reset your temporary Voicemail PIN can be found here. If you forget your Voicemail PIN, call us on 0800 806 106 and we can reset this for you.

Will my best mates be transferred across?

Yes, there is nothing you need to do, we are going to move everything across.

How do I re-record my Voicemail?

While Voicemail will be moved to your new service, this feature will need to be activated again. More information on how to can be found here.

How do I set-up my Phone Divert (Call Forwarding)?

While Phone Divert will be moved to your new service, this feature will need to be activated again. More information on how to can be found here.

How do I set-up Caller ID?

While Caller ID will be moved to your new service, this feature will need to be activated again. More information on how to can be found here

How do I set-up Toll Call Control?

While Toll Call Control will be moved to your new service, this feature will need to be activated again. More information on how to can be found here

How do I set-up a Toll Bar?

A Toll Bar can be applied by One NZ to all calls from your landline number and blocks calls to:

  • International numbers
  • National numbers
  • 0900 numbers, and
  • Mobile numbers.

You will still be able to receive calls from and make calls to:

  • Local numbers
  • Toll-free (such as 0800 or 0508)
  • Emergency services (such as 111).
  • Call Waiting
  • Three Way Calling

More information on Toll Bar for calling can be found here.

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