Compass NZ experienced a notice incident on June 24, 2025 affecting Fibre Broadband and Fibre Voice, lasting 2d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 24, 2025, 12:19 AM UTC
We have received reports of Customers experiencing loss of connection in the Rotorua Region, we are currently investigating to identify the cause of the issue. We will provide an update every hour.
- investigating Jun 24, 2025, 01:29 AM UTC
We have received reports of Customers experiencing loss of connection in the Rotorua Region, we are still investigating to identify the cause of the issue. We will continue to provide an update every hour.
- investigating Jun 24, 2025, 04:06 AM UTC
We have received reports of Customers experiencing loss of connection in the Rotorua Region, we are still investigating to identify the cause of the issue. We will continue to provide an update every hour.
- investigating Jun 24, 2025, 06:03 AM UTC
We have received reports of Customers experiencing loss of connection in the Rotorua Region, we are still investigating to identify the cause of the issue. We will continue to provide an update every hour.
- investigating Jun 24, 2025, 07:21 AM UTC
We have received reports of Customers experiencing loss of connection in the Rotorua Region, we are still investigating to identify the cause of the issue. We will continue to provide an update every hour.
- investigating Jun 24, 2025, 08:24 AM UTC
We have received reports of Customers experiencing loss of connection in the Rotorua Region, we are still investigating to identify the cause of the issue. We will provide the next update tomorrow 9AM.
- investigating Jun 24, 2025, 09:01 PM UTC
A technician has been assigned to the case for investigation. Further information will be provided once the cause of the issue has been identified. We will continue to provide an update every hou
- investigating Jun 24, 2025, 10:50 PM UTC
We’re aware that some customers in the Rotorua region are still experiencing broadband outages. Our team is working urgently with our provider to resolve the issue. We’re sorry for the inconvenience and really appreciate your patience while we get things back up and running. We’ll share further updates as soon as we have more information.
- monitoring Jun 25, 2025, 03:06 AM UTC
We’re pleased to inform you that the majority of services have now been fully restored. Our teams are continuing to monitor all systems closely to ensure the stability of services moving forward. If you are still experiencing any issues related to this incident, please contact Compass through your regular support channels. Our team is here to assist you.
- monitoring Jun 25, 2025, 06:14 AM UTC
We are continuing to monitor for any further issues.
- monitoring Jun 25, 2025, 06:29 AM UTC
We’re Pleased to inform that we’ve identified the root cause of the recent incident. The issue was caused from an update implemented by our upstream provider on 24/06/2025. To resolve this, we will begin rolling back the changes at 23:00 tonight. A further update will be provided tomorrow morning at 08:00. Thank you for your patience and understanding.
- monitoring Jun 25, 2025, 08:41 PM UTC
The upstream provider has completed the rollback, and services have been restored. If you continue to experience any service interruptions, please don't hesitate to contact us. We will continue monitoring the situation
- resolved Jun 26, 2025, 01:19 AM UTC
A rollback has been completed to resolve the earlier issues. If you continue to experience issues, please contact us via the regular Compass channels.