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Set up Fibre

Find out how to order and set up Fibre with Spark. 

The following information outlines the process of getting Fibre with Spark. Note this is the process if you do not yet have Fibre installed. If you already have Fibre installed at your property, you can skip ahead to step 7.

For general information about Fibre see Understand Fibre

If you rent, live down a right of way or in a multi-dwelling unit, you'll need to get consent to install Fibre. The Local Fibre Company (LFC) can't proceed until they have the right consents.

Please note, the Fibre installation process may take a few weeks or more.

Renting

  • If you who rent your home or business, you'll need approval from your landlord before Fibre can be installed.
  • The first appointment after you've ordered Fibre is known as the scoping appointment. At this appointment the technician will ask the person ordering Fibre to sign an Installation Agreement. If this is you, you'll need to sign this on behalf of your landlord. Your landlord doesn't have to attend the scoping so there are some steps you can take to help it go smoothly.

Two important steps

  1. Contact your landlord to explain you'd like to get Fibre installed.
  2. Be prepared by reading the Installation Agreement and End User Terms now. If your landlord attends the scoping appointment with you, they can sign this. Otherwise, you'll need their approval to sign on their behalf. If you and your landlord read the terms before the appointment, you'll be more prepared to sign at the scoping.

Further steps

  1. It's not mandoratory, but it's worth getting your landlord's approval in writing, such as an email or on a piece of paper, for you both to keep a copy. This way you'll be both be more comfortable.
  2. You can invite your landlord to the scoping appointment. You can both ask questions, agree on the plan together and be assured that your landlord approves.
  3. If your landlord can't attend the scoping, he/she could be available via phone. This is because the installation can involve earthworks on the property.

The Local Fibre Company can't start the installation until it's approved. Following these steps can help to reduce delays in the process.

Why Fibre is ideal for home owners

Getting Fibre installed in your property is a real value-add to the home.

  • It can increase the value of your property after this new infrastructure is installed.
  • It can improve the chance of getting tenant applications as they look for broadband that suits their lifestyle.
  • It's the way forward for consistent broadband speeds and modernising your home's technology.

Down a right of way

  • Down a right of way (ROW) or shared driveway. Everyone who lives down the right of way or shares the driveway has to give consent.

In a multi-dwelling unit

  • In a multi-dwelling unit (MDU) such as a flat or apartment. If you’re in an apartment, the owner of the building has to give consent. Body corporates can give consent on behalf of others living there. If you’re in a multi-storey building, the owner of the building has to give consent.
    You can let those affected know to look out for a consent form, which can speed up the process.

Sign up to one of Spark's Fibre options when purchasing broadband. Buy a Fibre broadband plan

If you haven't already, check out the points to consider when getting Fibre. Understand fibre

Once you've signed up for Fibre, we'll pass your job to your Local Fibre Company (LFC). They'll work with you to install Fibre in your premises.

Spark looks after data over Fibre lines, but doesn't install the lines. That's done by the Local Fibre Company. Spark will courier the modem to your premises before your installation date. Your LFC will supply other equipment.

You might need integrated wiring

Once you’re connected to Fibre, your existing Copper landline will stop working. This may affect devices that ran through your Copper line, like security or medical alarms, faxes or SKY TV.

Your devices won't work in existing phone jackpoints unless you ask for integrated wiring when you place your order. Some services and products may not be compatible with the Fibre network. Contact the provider of the device provider to check whether it's compatible.  

At the end of the scoping appointment, these terms need to be signed by the landlord or their authorised agent. As the tenant, you should seek approval from your landlord to sign on their behalf.

It's important to read the agreement before the scoping appointment so that you're prepared to sign it at scoping.

Chorus

If you live in Ashburton, Auckland (including Pukekohe, Waiuku, Waiheke), Blenheim, Dunedin, Feilding, Gisborne, Greymouth, Invercargill, Kapiti (including Paekakariki, Raumati, Paraparaumu, Waikanae), Levin, Masterton, Napier and Hastings, Nelson, Oamaru, Palmerston North, Queenstown, Rotorua, Taupo, Timaru, Wellington (including Hutt City, Upper Hutt and Porirua) or Whakatane.

Chorus installation form | Chorus installation information

Northpower

If you live in Whangarei

Northpower installation form | Northpower End User Terms | Northpower installation information

UltraFast Fibre

If you live in Waikato, Tauranga, Taranaki or Wanganui

UFF installation form | UFF installation information

Enable

If you live in Christchurch, Kaiapoi, Rangiora and Rolleston

Enable installation information | Enable installation form | Enable landlord approval form The landlord approval form lets Enable manage the conversation with the landlord if the tenant isn't comfortable to do this. It's not a mandatory form.

Unison

If you live in Parts of Napier, Hastings, Taupo and Rotorua.

Unison Installation form | Unison website

You can track the progress of your Fibre order online here Track my Fibre order

You can also find your orders in MySpark under the General menu. Alternatively enter your order number here manually

You can also view installation dates, scope appointments and tracking references for dispatched modems.

If your LFC is Chorus and you're ready to book the scope and install appointments, you're able to reschedule these appointments in this order tracker.

 

Your LFC will arrange a technician to visit and discuss key decisions, such as where to put equipment. You'll then agree on the installation process.

The technician will look at

  • Where Fibre equipment will be installed, both inside and outside 

  • Whether anything could impact the installation. For example, cutting branches or digging driveways

  • Any non-standard installation requirements such as overhead to underground conversions. These may incur an extra cost. 

There are three pieces of equipment they'll install at your home:

  • External Termination Point (ETP). It's a small box typically installed next to the current copper external termination point. This box will be fixed to an outside wall. 

  • Optical Network Terminal (ONT). The ONT is another small box, attached to a wall inside your house. It's where you'll plug in the new modem and connect your Fibre landline. The ONT should be near at least two power points or a power board. You also need to decide whether you'll keep existing phone wiring and whether you need it near a TV or computer. The installation technician will discuss these options with you. 

  • A Fibre WiFi modem. Spark will courier the modem to you before the installation. Have it to hand when installation work starts. 

Once the installation plan's agreed, the LFC technician will connect the Fibre cable from the street to your premises. This is up to 200m of cabling from the roadside to the house.

You don't need to be home for this. But the contractor may call you if something from the agreed plan needs to change.

The External Termination Point (ETP) is the first piece of equipment to be installed. This is likely to be installed next to the current copper ETP on the outside of the property.

The LFC staff will do their best to minimise impact on grassed areas. If hard surfaces are affected, they'll be resealed. 

 
If you already have Fibre installed

There's no need for a technician visit if you already have Fibre installed and working. If you need to connect your existing jackpoints for a landline, you can follow the Fibre landline set up steps and request integrated wiring. Otherwise, you can connect your modem to the ONT yourself with these steps.

  1. Locate the ONT in your house. It will typically be on a wall. If you can't find it, you can go outside to find the external box. Once you find that, the ONT should be in a corresponding place on the inside. It should look like the images below.
  2. Check that it's plugged in to the wall.
  3. Check the ONT's Power and Optical/PON lights are green and lit up.
  4. Once your modem is delivered you can connect it to the ONT. To do this connect the Ethernet cable from the blue WAN port on the back of your modem into the ONT. Only one port on the ONT will provide service. In most cases this is GE1 or LAN1, but could be other ports.

ONT lights

If Chorus is your Local Fibre Company (LFC), the ONT will look like this:

You want to see the Power and Optical lights on green, and the appropriate LAN light on orange. If you don’t see the lights as above please make sure you have both the modem and ONT plugged in and turned on. If you find the LAN light is green it means the ONT or modem are connected at a lower speed and it's best to try a different cable.

If you're in another part of NZ, the ONT could look like either of the below:

The Power and PON lights should be green, and the appropriate LAN light on green. If you don’t see this, make sure you have both the modem and ONT plugged in and turned on.

If the Power light is off on the ONT, make sure the power cable is connected and plugged into a working power point. If the ONT has a power switch on it, make sure it’s in the ON position.

Please Live Chat with us if you can’t get the Power light to turn on on, if the Optical light is not green, or if the LOS light is on. There may be an issue with the ONT, or the fibre cable to your address.

Modem set up

After the ONT is powered on and showing the correct lights you’ll need to check what the lights on your modem are doing. Follow these step by step instructions to set up your modem

Once the outside work is done, the technician will install Fibre inside. You will need to be home for this appointment and it typically takes half a day. It's a good idea to know where you want your modem to get the best wireless coverage so the technician can try their best to achieve that.

  1. The Optical Network Terminal (ONT) will be installed inside. This owned by the LFC and is specifically connected to this house. If you move house please leave it behind.
  2. If you need the existing phone jacks to continue to work the same way with Fibre, you'll need to request integrated wiring.
  3. Once you've requested integrated wiring, a second box will be installed next to the ONT. Your internal wiring will be connected to the new Fibre line.
  4. The modem will be connected to the ONT and powered on, a speed test will be completed on site.
  5. Your Fibre is now ready to go.

If you have monitored security or medical alarms, check they still work with your new Fibre connection. You can contact your security or medical alarm installer to do so.

Go to the Understand Fibre page for more information about the Fibre installation process.

Note: Delays in the installation process may occur if more design or build work is required as you go.


If you have an issue that isn't solved with these steps, please chat with us on Live Chat

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