Primo - Your Broadband Specialists - Installation Process

The Installation Process – Your 3-step guide

1. Scoping visit


After we have put your fibre order through to Tuatahi First Fibre, they will ring you and arrange a time to meet you at your property, where one of their technicians will pop around to discuss the installation process.  During this visit they’ll agree with you the best locations to fit the fibre equipment and have you complete a pre-installation form and End-User Terms.

What they’ll agree with you:

•    Where the external equipment (External Termination Point, or ETP) will be fitted on the outside of your dwelling. This will be at the closest location to the fibre access point on your boundary.
•    The method that they’ll use to connect fibre from your boundary to your dwelling. Typically they’ll use the same connection method as your power, whether it’s underground or overhead from the power poles.

•    Where the internal equipment (Optical Network Terminal, or ONT) will be placed inside your dwelling.
•    How fibre will be fitted inside your dwelling: it can be:
       o    surface-mounted on to the wall with plastic capping (this is the standard installation)
       o    in the ceiling
       o    under the floor

Lastly, they’ll arrange the appointments for the next two visits and advise when you’ll need to be there and for how long.

2. Exterior visit

You don’t need to be present for this visit – they’ll just get on with installing the ETP to the agreed location and laying ducting from your boundary to the ETP’s location on the outside your house or business.

If they're installing overhead they’ll run fibre from a fibre access terminal, (this is a black box on a power pole near your property) to a suitable point on your dwelling. They’ll then run the fibre down the outside of the wall in an enclosed plastic tube to the ETP.

If they're installing underground, they’ll lay underground ducting from the fibre duct at your boundary to the location of the ETP. This will be done by either directional drilling underground or digging a small trench.  Some properties have an existing duct that they’ll use if available.

This can sometimes be a messy business, so they’ll do their best to tidy up after themselves.

3. Connection visit


They’ll meet you at your property to install the internal fibre and the internal equipment (the ONT). 

Next they’ll blow fibre between a street cabinet and your property using the ducting they installed during the exterior visit.

Once installed, their technician will test the fibre service to ensure it’s up and running.

When the process is complete, they’ll ask you to sign a Post-Installation Form to confirm you’re happy with the installation and then you’ll be ready to start enjoying the awesome benefits of Primo's fibre broadband!

Your Primo router can be collected from our office or be couriered out to you at any time prior to the connection visit. 

There are instructions in the box on how to set it up, but we are only a phone call away if you need our assistance.

Contact Primo

Technical Support:

Physical Address: 123 Molesworth Street, New Plymouth, 4312

Postal Address: PO Box 6, Inglewood, 4347

Contact form

Phone: 0800 123 774

Our normal office hours are:

9am till 5:30pm, Monday to Friday. (Closed on all Public Holidays)

After Hours Helpdesk Support

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