Learn all about Fibre Broadband and what is involved in the installation procedure.

Frequently Asked Questions

• What is Fibre?

  Fibre is the best broadband service available on our network, delivering our most superior internet performance. Fibre provides a reliable, consistent experience throughout the day and allows you to get all your tasks completed online much faster.

• How can I get Fibre?

  You can sign up for Fibre online by selecting the plan you require and entering your address. Alternatively, you can also sign up with our Sales team on 0800 56 46 87. When you submit an order with our team for Fibre services, we will then request your local Fibre company to complete the installation.

• What to consider before signing up for Fibre?
  1. With Fibre broadband the home phone operates over the Fibre internet connection and the copper line is removed/reutilized to complete your Fibre installation.
  2. If you have a medical alarm or security system running through your landline, we recommend contacting your manufacturer to confirm if it will operate over the Fibre network.
  3. Homeline services through the Fibre network also do not operate in the event of a power outage.
• How is Fibre installed and how long does it take?

  Fibre connections generally take 5-10 business days for remote connections (when an Optical Network Terminal is already installed in the premise). If you require the Optical Network Terminal to be installed, the installation can take up to 3 months depending on consents.

  There are a variety of methods to install Fibre and we will choose the best option for each property. The installation plan of the Fibre connection is agreed with you before the work begins. You can read more about Chorus Fibre installation methods here.

• Can I keep my home phone number and do I require a new modem?
  1. You can certainly retain your existing phone number with any upgrade to Fibre requests.
  2. We will supply you with a modem rental for a one-off delivery cost of $14.95.
• How fast is Fibre internet?
  Fibre broadband uses optical fibre technology which is the fastest and most reliable internet service currently available. The broadband speeds you experience are dependent on the plan you select and a range of factors such as the number of devices connected to the internet, your modem and cables, your computer/device and any applications/programs running in the background.

  You can test your broadband speeds at anytime here. Listed below are our recommendations for the most accurate results:

  1. Make sure nobody else is online.
  2. Use an Ethernet cable to plug a computer into your modem.
  3. Ensure that there are no programs, applications or other web pages running on your computer at the time of the test.

This article explains the consent process for the installation of Ultra Fast Fibre Broadband. 

Type of consent required

• Right of way (ROW) or shared driveway

  Everyone who lives down the right of way or shares the driveway will be required to provide consent for the Fibre installation. 
  
  
  
  

• Multi-dwelling Unit (MDU)

  If you're in an apartment or flat, the owner of the building has to provide consent. Body corporates can give consent on behalf of the tenants. Residents in multi-storey premises will require the owner of the building to provide consent. 

• Rental Property

  As of 11th March 2021 as part of the Residential Tenancies Amendment Act 2020. Tenants can request to install fibre broadband, and landlords must agree if it can be installed at no cost to them unless specific exemptions apply. You can find the full amendment act here.

• Housing New Zealand

  Residents in Housing New Zealand premises will require approval from Housing New Zealand to proceed with their Fibre installation. Your local Fibre installation company will provide necessary consent forms to Housing New Zealand directly. Residents can contact Housing New Zealand directly on 0800 801 601 or propertymanagementservice@hnzc.co.nz to follow up on progress with their consents.

Fibre Installation Company Details

Your local Fibre installation company will complete your connection and will provide all relevant consent forms. Select your region to review the consent forms.

• Whangarei

  Please complete the consent form for Northpower Fibre (your local installation company) to begin your connection. You can download the end user consent form here and shared access areas (neighbors) form here. Northpower Fibre contact details are:
  Email: fibreconsents@northpower.co.nz
  Phone: 0800 667 847

• Christchurch & Rolleston

  Please complete the consent form for Enable Fibre (your local installation company) to begin your connection. You can find all necessary consent forms here. Select and complete the form that relates to your installation to provide consent. Enable contact details are:
  Email: Support@enable.net.nz
  Phone: 0800 434 273 Opt.0 

• Waikato, Taranaki & Wanganui

  If you are in Hamilton, Tauranga, Cambridge, Tokaroa, Wanganui, Te Awamutu or Hawera, Ultrafast Fibre is your local Fibre installation company. You can download the consent form here. Ultrafast Fibre contact details are:
  Email: servicedesk@ultrafast.co.nz
  Phone: 0800 342 735 - Opt.3

• All other cities and metropolitan areas

  Chorus (your local installation company) multi-dwelling unit consent forms can be found here and the Fibre installation consent form here. Chorus also provide online consent forms, this form allows you and your neighbors to provide consent and this form is for multi-dwelling unit residents to provide pre-consent.
  Phone: 0800 642 726
  
  

The companies in charge of conducting the UFB installations around the country divide installations into three types, depending on the type of property.

Standard Installations
If you live in a standalone house, near a roadside, these installs are normally the easiest to complete and require the least amount of work.
If you live down a right of way, or in a block of flats or apartment, there’s a bit more preparatory work needed before the technician can start an install, so this can slow things down a wee bit.

Right of Ways (ROW)
If you live down a driveway that is shared by one or more of your neighbours, then the installation becomes more complex.

Because the install process will affect other peoples' properties, the company doing the installation needs to gain consent from the owners of the houses that share your drive before they start work.

They will send letters to all the homeowners, and once these are all signed, they can start the work. This can begin to drag out if property owners are absent, overseas, or difficult for the LFC to contact.

If you live down a ROW, we recommend speaking with your neighbours who share your driveway, so that by the time they receive these consent forms they will know exactly what they are for, and will sign and send them back more promptly.

Multiple-Dwelling Units (MDUs)
The final type of installation is where you live in a building that has several apartments, units or flats. These are usually ‘Multiple-Dwelling Units (MDUs)’ (we love a good acronym in Telco land). With these installations, the technicians also require consent, this time from the property manager of your building. Once again, they will seek out your property manager, and have them sign a form saying they consent to the fibre installation going ahead.

There are loads of reasons!

1. High upload speed:
   Orcon Fibre comes with an upload speed either 10 times or 50 times what you're used to (depending on which plan you choose).
   
   Why is this important? It will make video calling (on services like Skype) clearer for those you talk to, but it will also speed up the way you use the web. Sharing large photo or video files onto sites like Facebook or YouTube will take seconds where they currently take minutes. Any application that requires uploading data to the internet will run a lot faster. In a nutshell, you'll get away from the hugely limited upload speeds we've all had to put up with via traditional ADSL broadband.
   
   
2. Faster download speed:
   Fibre optic broadband means higher speeds, bringing you the best entertainment, internet and voice - well, faster. Services like high definition (HD) video streaming and HD video calling services will soon be a reality for New Zealanders. By converting your home to fibre, you'll be ready to take advantage of all the cool things the internet throws up.
   
   With options to have speeds of up to 100Mbit/s you'll have access to internet capability that's never been available to New Zealand homes.
   
   
3. Reliability:
   Fibre cabling is built specifically for the internet. It is purpose built to perform. With fibre, you're less likely to get the types of slow speeds, dropouts and what we call 'noise related faults' that can occur with old copper wiring.
   
   Quite simply, fibre optic cabling is the fastest and more reliable way to transfer data - and it's what you'll have running into your home or business with Orcon Fibre.
   
   
4. No more landline rental:
   There's no need for you to pay for an old copper phone line anymore. With fibre, your home phone runs over the internet. The Orcon Genius modem does this for you in a way that's almost identical to using your traditional home phone. You can even keep your existing phone number. Calling quality will be excellent as the phone uses the extreme speeds of fibre. It's the snazzy new way to make calls.

It’s a no brainer: Studies show that widespread adoption of fibre will increase productivity and economic activity (and it’s good and fast).

Check out Orcon's fibre plans here!

A full install for an ADSL or VDSL broadband connection is where a technician installs a brand new DSL jackpoint in your home for your broadband connection.

Someone will need to be present at the address to allow a technician to do some work inside and outside your home, and may take up to four hours, depending on how complex the installation is.

Before the technician arrives, it is useful to consider the location of the new DSL jackpoint as this also determines the location of your modem. The location must be confirmed with the technician, but here are some things to consider:

• A central location: the closer to the middle of your house the jackpoint is, the better your WiFi signal will be distributed throughout your home.
• Signal blockers: walls (concrete block walls can have re-enforced steel in them) , mirrors, appliances (especially TVs, Cookers, microwaves, older cordless phones and radios), hot water cylinders and large metal surfaces may either block or interfere with your WiFi signal, so pick a place that avoids as many obstacles as possible.
• Cordless phones: if you’re on Genius ADSL or VDSL, your home phone will plug directly into the modem. This means that where you put your jackpoint is where your cordless phone base unit will also have to go, so consider where you’d like your phone to be placed.

Getting fibre is an easy, free upgrade that's a total no-brainer. Go here, pick Naked or Homeline and follow the instructions. 

Then just sit back while Orcon and your local installers organise your installation and get your free upgrade to fibre underway.

If it's straightforward, then no more than a week or two. However, the process can be delayed depending on the work involved with your particular address. you can learn more about the types of installs here.

You need to have received your modem (we'll send it out before the installation date), have organised someone responsible (like you) to be at home for the day of the installation, and have considered where to put your ONT and WiFi modem - you can discuss your ideas with the technician on the day.

The ONT or Optical Network Terminator is a unit which is responsible for converting light from your Fibre cabling into usable Internet data.

The ONT unit itself sits permanently inside your home and can be positioned anywhere sensible within your home.

Please be clear and sensible on where you would like your ONT positioned.

• The ONT is somewhere where it is accessible in the event a Fibre fault arises and you need to relay the information back to your ISP.
• The ONT needs to be positioned somewhere where Children and Pets are not able to access the unit also

In a new house, there may be a patch panel (metal box) where the ONT can go. Your WiFi modem should NOT go in this box, you should request for it to go somewhere else. See the WiFi FAQ for more information.

All local installers have a policy of reinstating your property with the same material e.g. if they need to cut through tile or concrete. Bearing in mind there are some limitations, such as new concrete won't look like old concrete. It may take up to 10 days after your Fibre installation for the techs to complete this process.

Ultra fast fibre broadband

• Why get fibre?

  Anyone who wants great, reliable, future-proofed broadband should be jumping on the fibre bandwagon. Fibre isn’t just about getting the fastest speed on one device, it’s about making sure multiple devices (admit it, you have a few – and will probably get more soon) within reasonable use, can connect at the same time and perform how they are meant to.

  Fibre offers the ultimate gaming experience, makes HD streaming effortless, let’s you stream music seamlessly, plus a whole heap more than you’d ever dream of.

• How fast can it go?

  In short – it’s really fast. Fibre uses glass cables and light to send data at – you guessed it – the speed of light. It also uses lasers and crystals in the process. To get the most out of your connection, plug your laptop, gaming console, or device directly into your modem using an Ethernet cable.

  The variance on speed will depend on the speed test server location and capacity. We recommend you use linetest.nz using an Ethernet cable.

  Please note, speeds can vary on all device as it does come down to the capability of your devices.

• Do I need a new modem?

  If your current modem is not compatible with Fibre. We will send a fibre compatible modem on a free rental basis with your new plan – no worries!

• Can I keep my current landline number?

  You sure can.

• How long does it take to install?

  Some fibre installs are simple and quick. Others – like apartments and houses down right of ways – can take longer, but it’s definitely worth it.

  To be a little more specific, basic remote activation can happen in just a few working days when fibre is already installed at your home. Whereas full installations with two visits from the install technician will take longer as new lines need to be organised into your home. The average is around 25 days, from start to finish. But do note that this is dependent on a case by case basis. Rest assured we’ll make sure you’re kept in the loop along the way.

• What are the types of consents?

  The law requires other property owners who are affected by your installation to sign a consent form. If you are in a stand-alone house, you probably won’t need consent to be signed.

  If you have a shared driveway or live in an apartment or block of flats, the property owners around you will all need to agree to the installation that involves their property. Not to worry! The companies building the fibre network (LFCs) will manage the consent process. 

  You can read more about the consents process in this article which will also provide you with all the relevant forms.

  Chorus have put together some awesome videos that explain how the consent process works. Just click here

• Can I speed up the consent process?

  Your LFC will organise consents needed from property owners on your behalf and will send the owners’ consent forms via post. To help speed up the process you can also download forms yourself and ask your neighbours to sign them if you like.

  You can find your LFC and download fibre consent forms here.

• What are the options for build?

  There are a number of ways for getting fibre from the street to your home depending on your property type, the layout of your house and access or obstructions, such as gardens or trees.

  Fibre is linked to your property from the street and is connected by a small box attached to the side of your house, called an External Termination Point (ETP). Install types can include aerial cable, underground piping, surface cabling, and your LFC will try to suggest the least disruptive option.

  If you have other connected devices such as a monitored house or medical alarm, you’ll need to contact the alarm provider to make sure it will work once connected to fibre. The LFC will discuss the install with you in person during the scope visit.

• What does it cost?

  The New Zealand government covers the costs for all first time standard fibre installs. A standard install covers; the process of a full connection to the existing infrastructure, mending any surfaces that are affected during the installation, as well as testing to ensure everything is working properly.

  In some cases, not many, a house may require a non-standard installation. If this is you, your LFC will let you know during the scope visit when they first assess your property.

  Some things that may mean extra costs include; a house situated more than 200 meters from the fibre connection point on the road, extra wiring or electrical work, additional connection point requests, such as hiding it behind a fence or in an unusual place.

I have just ordered fibre

• When will I hear more about my fibre installation?

  We will update you accordingly via email when your order moves on to the next stage. You may also hear from your local installer in the meantime.

• Can you tell me who hasn't given consent for my fibre connection?

  Unfortunately, we're unable to share who has and hasn't given consent for your fibre connection. This is due to the privacy laws that govern the sharing of such information.

• I have been advised further build work is required.

  Build work is required to ensure fibre is able to reach your property from your local fibre company's network and the time this process can take will vary.

  You will be notified accordingly via email once your order is ready to move on to the next stage.

• Can I reschedule my appointment dates?

  You can reschedule your fibre scoping and installation dates through your My Orcon. Login to your MyOrcon and click the 'Reschedule' button. If you experience any issues while attempting to reschedule your connection dates, send our team an email.

  

• Do I need to be home during my fibre scope and installation?

  You are required to be home during your appointment dates

• When will the technician arrive on the day of my appointment?

  You will be assigned a morning or afternoon appointment slot. The technician will give you a call prior to their arrival to ensure you are home for the appointment. 

• How long will the installation take on the day?

  Most installations are done within four hours; some as quick as two. It all depends on the difficulty of your installation but the technician will be able to confirm this with you on the day.

• How many people will turn up for my fibre installation?

  There will be a team of around two to four technicians from your local installer coming around to do all the heavy work for you.

Sometimes the best way to get the fibre to your house is underground. Just like laying electricity cables, or a gas line, this can require the installers to dig up some ground, or even cut some concrete.

The installing companies have what they call ‘a full reinstatement policy’ for all surfaces on a like-for-like basis. What this means for you is that your concrete will be replaced with concrete, turf with turf, although an exact match of surface isn’t guaranteed.

The costs of a ‘standard’ residential installation will be covered by your Local Fibre Company (LFC).  

Each LFC has a slightly different set of rules around what is ‘standard’ – if your installation isn't considered to be 'standard' then Orcon or the LFC will discuss potential charges before any work is done. Don't worry about this too much, we've only had to charge for a handful of installations out of the thousands of fibre connections we've done!

Right now, all standard installations are free for the foreseeable future however this isn't guaranteed to be the case forever - so if you can get fibre we recommend getting on board to take advantage of the free installs now!

Build work is required when your installation is more complex than usual, e.g. down a long driveway, over a wall or up a hill. With build work, the fibre cable will be installed from the street up to the outside of your house before the actual connection date.

You will need a neighbour's consent if your installation is going to affect other properties, e.g. if you share a driveway or live in an apartment building. Those property owners need to give consent for the work to go ahead before your local installer can proceed.

Yes, you can say to how you'd like the installation to go - bear in mind that if your request is outside a standard installation, then your installer may apply a charge. We recommend discussing your requirements with your technician, and if charges apply they will let you know so you can make an informed decision as to how you'd like to proceed.