The government has confirmed that broadband and landline connection services are considered essential services during emergency situations. That means that our Local Fibre Company partners will continue providing this service during COVID-19.
Appointments for essential services will be prioritised. This means other orders may need to wait slightly longer for a technician appointment.
What this means for you
- Expect some delays.
The Local Fibre Companies are completing more appointments, however they may need to change some appointments to prioritise those that have been delayed and connections for medically dependent customers and essential workers.
Your appointment may need to be rescheduled. If this happens, we or the Local Fibre Company managing your request will be in touch as soon as possible to update you. If your order needs consent to proceed, there could be a delay of up to four weeks.
If you have a medical dependency or an essential need for broadband, please let us know using our Live Chat service.
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- Some installations during Alert Level 4 may have been temporary.
If you've been given a temporary solution during Alert Level 4, the Local Fibre Company will be in touch to book an appointment to complete the installation.
- Safety is our priority.
To keep yourself and our technicians safe, please keep at least two metres away from any technicians who are onsite at your place and keep the area where they’re working clear of people. Our technicians will also maintain a safe distance from you. If at any point during a visit, you or the technician doesn’t feel safe, the appointment can be cancelled by either of you on the spot.
Important: Please rebook if you’re unwell or you or someone in your home has, or could have, been exposed to COVID-19
If you or someone on your property is unwell, has returned from overseas in the last 14 days, has COVID-19 symptoms, has been tested for COVID-19 and is waiting for the results, or has tested positive for COVID-19, please rebook your technician visit to take place at least 14 days after everyone is well. You can rebook by contacting your Local Fibre Company directly. Or if your Local Fibre Company is Chorus, you can rebook using the Fibre Tracker. There's no charge to rebook.
Go to the Fibre Tracker
Read more about Spark's response to COVID-19
Frequently asked questions