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Manage technician visits during COVID-19

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 for areas with alert level 3 or 4.
    When the alert levels are higher, 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.
    Start Live Chat
  • 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 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

Our Local Fibre Company (LFC) partners are following Ministry of Health guidelines to help keep our customers and their technicians safe. Technicians have been instructed not to work if they feel unwell or if they suspect they’ve been in contact with anyone who has or may have COVID-19.  

Additional precautions they will take:

  • Sanitising hands and equipment before and after the appointment.
  • Wearing protective clothing and equipment – like masks, gloves, eye and face protection, and other protective clothing and respiratory equipment as required.
  • Physical distancing – technicians will keep at least two metres away from people on your property and you will need to do the same for them. You’ll also need to keep the technician’s work area clear of people. If they need to come inside your house, you’ll need to stay in a different room.
  • 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.

Please rebook your appointment if any of the following apply to you:

  • You're feeling unwell with cold, flu, or COVID-19 symptoms
  • You're being tested for COVID-19 and waiting for the results
  • You or any member of your household has tested positive for COVID-19 

You can rebook your appointment 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

Some faults can be resolved without a technician needing to come to your place. Whether they’re onsite or not, the technician will keep you informed as they work to resolve your particular issue.

We’re focused on keeping our people safe and limiting the spread of COVID-19. Before booking your appointment, please refer to the Ministry of Health guidelines for when it’s ok to carry on with your normal routine.

See Ministry of Health guidelines

If you’re not yet well enough after 14 days, we can book your appointment to take place after a further 14 days. There's no charge to rebook. 

Please help us keep our customers and technicians safe. Don’t book any technician visits until your isolation period is up and you’re completely well.

In the meantime, we can see if Wireless Broadband is available at your place. If it is, you could get quickly connected on Wireless Broadband while you wait until the right time for Fibre to be installed. You can easily set up Wireless Broadband yourself once a Wireless Broadband kit has been delivered to your property.

Please chat with us to discuss this option.

Start Live Chat

Please seek advice from the Ministry of Health in the first instance.

See the Ministry of Health website

We have a couple of options that may help with your situation:

  1. Our Local Fibre Company partners can take extra precautions at your place.

    Our LFC partners are already following Ministry of Health guidelines to help keep our customers and their technicians safe. But if you need, we can advise the LFC of your situation, so they know to take extra precautions. This could include arranging for you to be in a separate room on the property while the work takes place. It could also include the use of masks, gloves and increased use of hand sanitiser during their visit.

  2. Temporary Wireless Broadband or Landline

    As an alternative we could look to see if Wireless Broadband is a temporary option for you. Wireless Broadband and Landline services can be easily installed by yourself at home without the need for a technician to visit. This would involve a Wireless Broadband kit being couriered to your home or to a nominated address. The courier will leave the parcel at your door without requiring you to sign for it. They may, from a distance, request your name. You just need to follow the simple instructions provided to get it up and running.

    Start Live Chat

    When you no longer need your temporary Wireless Broadband connection, just let us know and we’ll disconnect it and waive any early termination fees

Our priority is keeping our people safe so that together we can help prevent the spread of COVID-19. If you become unwell, please rebook your appointment to take place after 14 days.

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

If you’re not yet well enough after 14 days, we can rebook your appointment to take place after a further 14 days. We may be able to bring your appointment forward if you become well before then.

 

We can escalate your order with the Local Fibre Company to check its status and whether there’s any chance of it being fast tracked.

Another option is we can look to see if Wireless Broadband is available at your place. If it is, you could get quickly connected on Wireless Broadband while you wait for your Fibre order to complete. To discuss this option, chat with us.

When you no longer need your temporary Wireless Broadband connection, just let us know and we’ll disconnect it and waive any early termination fees.

Start Live Chat

If you're experiencing an issue with your Fibre broadband not working, you can do some tests in MySpark to see if it can be fixed without a technician.

Sign in to MySpark

There are also some things you can try if you have Wireless Broadband. 

Fix my broadband

We understand that it can feel uncomfortable being asked to share personal information such as this.

Please be assured we’ll only use the information you share for the purpose of determining an appropriate date and time for your appointment in order to help us keep our employees, contractors and customers safe.