This article provides more information about the copper withdrawal programme and options for those impacted.

Why is copper being withdrawn?

In the coming months Chorus (the company that owns and operates NZ's copper network) plans to withdraw the old copper network from operation.

Old-school landlines, ADSL, and VDSL type internet connections all run on the copper network that is being withdrawn because copper has been replaced by superior fibre lines.

What are my options?

If you have a copper service, you will need to switch to fibre broadband or another technology to stay connected. It’s easy to make the switch to fibre by submitting an upgrade form or giving our friendly team a call on 0800 NOW BIZ to get your upgrade underway. 

 In most cases, the fibre install is free and is the best solution to get fast reliable internet and phone services to replace your copper connection – but it pays to take the time to review your options at this point. 

How will I know if my copper is being withdrawn?

Chorus will notify you at least 6-months out from the date when your services are set to be withdrawn. Because you're a Now customer we also know about the change happening to your connection and we’ll also contact you to ensure you're fully up to speed with what's going on.

As your withdrawal date gets closer if you haven’t switched away from copper you will also receive further reminder notices at 3-months, and 20 days prior to the date of disconnection. But you don't need to wait, you can make the switch at any time. 

What if I have a monitored alarm on the copper service?

If you have a monitored security alarm that is currently connected to a copper service, this will not work once the copper is removed. We recommend you contact your alarm company to confirm what solution will work best for you and your system.

What do I need to know about switching to a fibre phone line?

Unlike copper-based phone services, fibre phone lines need power to operate. Therefore you will not be able to call 111 in an emergency from your landline during a power outage. Where possible we suggest keeping a mobile phone ready to be used during a power outage as a backup. Click here to read more about the about the vulnerable customers and 111 Contact Code. 

What do I need to do?

Once you’ve been notified of your withdrawal you should contact Now to start switching your services – Chorus will give you 6-months’ notice before disconnecting anything, but to ensure you remain connected you can book your switch at any time. It can take some time for your new install to happen, so don’t leave it to the deadline to contact us to avoid disruption to your services. Click here to start your fibre upgrade. 

If you do nothing your connection will still be disconnected on the scheduled withdrawal date. 

You do not need to wait to hear from Chorus, if you have a copper line today and would like to discuss upgrading to fibre, contact our team today on 0800 669 249.

Will my phone and router be able to be used on fibre?

This is a good time to check that you have the right equipment that works with the latest technology. In most cases, your current landline phone should be compatible with fibre. If you’re currently using an ADSL or VDSL connection, you will need to check that your router is also fibre compatible. Give us a call if you’re not sure- it's easy for us to help you check this, or we can assist you with getting a compatible router for your new connection.

What are the rules for changes like this? 

This change is being made based on the rules of the copper withdrawal code – created by the Commerce Commission. If you want to know more about the code visit the Commerce Commission website here.

How do I make a complaint about copper withdrawal?

If you wish to make a complaint in relation to copper withdrawal you can get in touch with Chorus or us. If we (or Chorus) cannot resolve your issue (or you are not satisfied with the outcome of your complaint) you can take it to the Telecommunications Dispute Resolution service here. You can also contact the Commerce Commission at any time with a complaint and take enforcement action to the High Court (as provided for in section 156BA of the Telecommunications Act).