Q: Why is copper being removed?

Most New Zealanders now have access to fibre at home which means large parts of the traditional copper phone and broadband network are no longer needed.

In 2018 the Government updated the Telecommunications Act to allow Chorus to stop providing copper where fibre is available. If fibre is available and Chorus meets all the requirements of the Copper Withdrawal Code (the Code) it may stop supplying copper services and you will need to transition to an alternate service like fibre, satellite or fixed wireless.

There are many benefits from upgrading from the older copper network to newer technologies such as fibre, including increased speed (faster downloads), increased bandwidth (you can do multiple things at once, like Netflix and video calls) and greater network capacity (more people can use the internet at once without slowing down your neighbours).

Q: Fibre isn’t yet available in my area – can Chorus stop supplying my copper home phone or broadband?

A: No. Under the Copper Withdrawal Code Chorus can only stop supplying copper services once fibre is available in your area and when it has complied with all of the requirements in the code.

Q: I’m in a rural area – will Chorus be able to stop supplying my copper connection?

A: Chorus are only able to stop supplying copper services in areas where fibre is available, and where Chorus meet all the requirements of the Code. If fibre is not available, nothing will change.

Q: I’ve been trying to get fibre installed but Chorus cannot complete the installation without my landlord’s consent. Am I going to be left without internet?

A: No. One of the requirements in the Copper Withdrawal Code is that Chorus cannot stop supplying copper until fibre is installed, if you want fibre and fibre has been ordered before the notice period ends. If an install cannot be completed, for example due to an issue with a third party such as a landlord or neighbour, Chorus cannot meet the requirements of the Code and so must continue to supply copper.

There are steps you can take to help resolve the issue. For example, seeking your landlord’s permission to have a fibre connection installed, under section 45B of the Residential Tenancies Act 1986.

Chorus also have some rights under the Telecommunications Act to access certain shared property for the purposes of fibre installation.

Q: Will I have to pay extra to change from copper to fibre service?

A: Where copper is being withdrawn, fibre must be installed to your home at no cost under the Code. The company you choose to supply your phone or broadband services with may charge additional connection costs. It is worth shopping around for the best deal for you.

Q: Can Chorus just stop selling copper services?

A: Chorus must continue to operate the existing copper network in your neighbourhood until an equivalent fibre service is available. In most situations where copper is being withdrawn, the installation of fibre must be at no cost.

Chorus does not have to sell new copper connections (eg, for new builds) and have announced they will no longer sell new copper services where fibre is available to consumers.

Q: Can my telecommunications provider refuse to sell me copper services?

A: Similar to how supermarkets can choose which items to sell in their stores, it is up to individual phone and broadband providers to decide which technologies, speeds and plans to sell. It is up to each provider to decide whether they continue to sell copper based phone and broadband services. We recommend shopping around to find a provider who sells what you want to buy.

Q: How much time will I have to switch to a newer technology?

A: If Chorus is withdrawing your copper service, Chorus must give you a minimum of six months’ notice. You will receive at least three notices outlining the steps that can be taken to move to a new technology and what date the notice period ends.

You can switch from copper to any available newer technology such as fibre or fixed wireless before Chorus notifies you. We recommend shopping around to find a provider who sells a service that best suits your needs.

Q: How can I find out what broadband technologies are available in my location?

A: You can see what technologies are available, and will become available, in your area by entering your address on the website www.broadbandmap.nz.

Contact your current home phone and broadband providers and ask what plan you are on and technology you are currently using.

Q: I am concerned I may not be able to call 111 in an emergency, how can I protect myself?

A: Newer technologies, such as fibre, satellite or fixed wireless, require a power source to work. So if there is a power failure at your home, you may need to have another way to contact friends, family and emergency services if required. One way to do this is to have a basic mobile phone. You can get a pay as you go sim card and pre-load it with some credit (which lasts up to a year) so that you can contact friends and family. If you need to call 111 in an emergency the phone needs to have a sim card in it, but the sim card does not need to have credit on it. You can charge the phone and keep it in a safe place. It is important to regularly check the phone is charged and still has credit. A battery backup or a power bank is also a good idea. You can even use your car to charge your mobile phone.

Be aware that cordless phones may not work in a power cut, even if you still have a copper landline. Make sure you have a backup corded phone or mobile phone in case the power goes out.

The Commission has published a 111 Contact Code which is designed to support vulnerable consumers have access to means to contact 111 in the event of a power failure. More information on that Code can be found on our website.

Q: How do I know if I am on a copper service?

A: Contact your current phone or broadband provider to check what technology you are on.

Q: I have a medical alarm – will my device work when I transfer to a different technology?

A: Contact your medical alarm provider – they are best placed to advise you.

Q: Do I have to wait until I get a notification of withdrawal of copper to switch to fibre?

A: No, you can order fibre as soon as it is available, you do not need to wait for Chorus to choose to stop supplying copper before you order fibre.

Q: I don’t want to move to another technology, can I stay on copper?

A: If fibre is available and Chorus is withdrawing your copper service you will not be able to choose to stay on copper.

In 2018 the Government updated the Telecommunications Act to allow Chorus to stop providing copper where fibre is available. If Chorus meets all the requirements in the Copper Withdrawal Code, it will be able to stop supply and you will not be able to use copper anymore.

There are many benefits from upgrading from the older copper network to newer technologies, such as fibre, including increased speed.

If you have questions or concerns about the best technology for you contact your current phone or broadband provider to see what the best option is.