Compass NZ Outage History

Started Aug 10, 2026, 11:32 PM UTC· resolved Aug 11, 2026, 04:16 AM UTC

1. identified Aug 10, 2026, 11:32 PM UTC

   Service Disruption Notification: We regret to inform you that we are currently experiencing a disruption in our broadband service. Our team is actively working to resolve the issue and restore service as quickly as possible. We apologise for any inconvenience this may cause and appreciate your patience and understanding. Temporary Contact Update: Due to the outage, reaching our team via chat, email, or social media might be challenging. Please hold off on contacting us for a bit until we can fully address the issue. Thank you for your understanding. Staying Posted: We apologise for the inconvenience and will post and update again in 60 minutes time until the issue is resolved.

2. monitoring Aug 11, 2026, 12:42 AM UTC

   Update on Service Interruption: We would like to provide an update regarding the ongoing service interruption affecting our broadband network across Auckland. A fix has been implemented, and we are currently monitoring the results. Service Interruption Notice: As we navigate through this current outage, connecting with our team via chat, email, or social media might present some obstacles. We suggest holding off on reaching out to us for now. Your patience and understanding during this time are valued. Next Update We're truly grateful for your patience and really sorry for the inconvenience this situation is causing. Rest assured, we'll continue to update you every 2 hours, or sooner if we manage to get things sorted.

3. monitoring Aug 11, 2026, 02:54 AM UTC

   Update on Service Interruption: We would like to provide an update regarding the ongoing service interruption affecting our broadband network across Auckland. A fix has been implemented, and we are currently monitoring the results. If your broadband service is still down, please manually reboot the power for your router to restore the connection. Next Update We're truly grateful for your patience and really sorry for the inconvenience this situation is causing. Rest assured, we'll provide a further update in 2 hours.

4. resolved Aug 11, 2026, 04:16 AM UTC

   We’re pleased to inform you that our broadband service is now up and running again. If you’re experiencing issues, we recommend restarting your Wi-Fi router. Thanks again for your understanding.

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Started May 25, 2026, 03:02 AM UTC· resolved May 25, 2026, 05:43 AM UTC

1. investigating May 25, 2026, 03:02 AM UTC

   We're aware that customers are currently experiencing issues with Compass mail services. Our team is actively investigating and will provide an update as soon as possible. What's affected: Webmail client login – customers are unable to access the webmail portal Mail server – sending and receiving emails may be impacted We apologise for the inconvenience and thank you for your patience.

2. investigating May 25, 2026, 03:28 AM UTC

   We are continuing to investigate this issue.

3. monitoring May 25, 2026, 04:14 AM UTC

   Mail services are partially restored. Some customers may still be experiencing issues with webmail access and email sending and receiving. Our team is actively monitoring the situation. What's affected: Webmail – access may still be intermittent for some customers POP & IMAP – email sending and receiving may still be impacted for some customers

4. monitoring May 25, 2026, 04:45 AM UTC

   Mail services have been fully restored. Customers should now be able to access webmail and send and receive emails as normal. Our team will continue to monitor services over the coming hours to ensure full stability. What was affected: Webmail – customers were unable to access the webmail portal POP & IMAP – sending and receiving emails was impacted We apologise for the disruption and thank you for your patience.

5. resolved May 25, 2026, 05:43 AM UTC

   Mail services have been fully restored. Customers should now be able to access webmail and send and receive emails as normal. We apologise for the disruption and thank you for your patience.

Read the full incident report →

Started Mar 31, 2026, 09:54 PM UTC· resolved Apr 01, 2026, 03:17 AM UTC

1. investigating Mar 31, 2026, 09:54 PM UTC

   We are aware of an issue affecting some landline services, where services may not be working. Customers should expect to have an engaged tone on their landline. Our upstream provider is currently investigating the issue as a priority.

2. investigating Mar 31, 2026, 09:55 PM UTC

   We are aware of an issue affecting some landline services, where services may not be working. Customers should expect to have an engaged tone on their landline. Our upstream provider is currently investigating the issue as a priority.

3. identified Mar 31, 2026, 10:11 PM UTC

   The issue has been identified and implemented a change to rectify this. The root cause has been identified and we have started to see landlines registering. Next update at 11:30 am.

4. identified Mar 31, 2026, 10:49 PM UTC

   The issue has been identified, and we are still actively working with our upstream provider to provide a resolution as soon as possible. We are starting to see some services come back online, and we will continue to provide updates as the outage progresses. We appreciate your patience while we work on resolving this.

5. identified Mar 31, 2026, 11:57 PM UTC

   We're continuing to work with our upstream provider to restore full service. Some services are coming back online, and we will continue to provide updates as the resolution progresses. We appreciate your patience while we work on resolving this.

6. monitoring Apr 01, 2026, 01:04 AM UTC

   We are actively monitoring a fix which has been implemented. Landline services are now coming back online. If your landline is still not working, please restart the power for the Fibre Box and that should resolve the issue. We appreciate your patience while we worked on resolving this.

7. resolved Apr 01, 2026, 03:17 AM UTC

   The landline outage has now been resolved. If your landline service is still not yet working, please reboot the power for the Fibre Box to restore the service. Thank you for your patience.

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Started Feb 21, 2026, 07:11 AM UTC· resolved Feb 21, 2026, 09:14 PM UTC

1. identified Feb 21, 2026, 07:11 AM UTC

   We are currently aware of an outage affecting some Compass broadband customers in the West Auckland region. Customers may be experiencing difficulties connecting to the internet. Our upstream technicians are on-site and continuing restoration work. Estimated Time of Restoration: Sunday 22 February, 5:22 AM We apologise for the inconvenience and appreciate your patience while this is being resolved. Please do not factory reset your router during this outage, as this will not restore your connection. If your service is still not working once the outage has been resolved, please try power cycling your router. We will continue to monitor the outage, and a further update will be provided Sunday morning at 8:00 AM.

2. identified Feb 21, 2026, 07:00 PM UTC

   The outage affecting some Compass broadband customers in the West Auckland region remains unresolved at this time. Upstream technicians remain on-site and are continuing restoration work. We are actively monitoring the situation and will provide further updates as soon as more information becomes available. We sincerely apologise for the ongoing inconvenience and appreciate your continued patience. Please remember not to factory reset your router during this outage. If your service does not work once the outage has been resolved, please try power cycling your router. A further update will be provided Sunday morning at 10:00 AM.

3. resolved Feb 21, 2026, 09:14 PM UTC

   The broadband outage affecting some Compass customers in the West Auckland region has now been resolved. Services should now be fully restored. If you are still experiencing issues, please try power cycling your router. Thank you for your patience while this was being resolved.

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Started Oct 27, 2025, 10:00 PM UTC· resolved Oct 29, 2025, 03:28 AM UTC

1. investigating Oct 27, 2025, 10:00 PM UTC

   We are currently experiencing a broadband service outage affecting some customers in the Auckland and Whangarei areas. As a result, you may notice intermittent connectivity or degraded performance. Our network team is actively investigating the issue and working to restore full service as quickly as possible. We will provide updates as more information becomes available. We sincerely apologize for the inconvenience and appreciate your patience.

2. investigating Oct 28, 2025, 01:00 AM UTC

   Our network teams are still actively investigating the issue and working to restore full service as quickly as possible. We will provide updates as more information becomes available. We sincerely apologize for the inconvenience and appreciate your patience.

3. identified Oct 28, 2025, 04:01 AM UTC

   Our network team has identified the cause of the issue and is actively working to restore full service at the earliest possible time. Further updates will be provided as additional information becomes available. We sincerely apologize for any inconvenience this may have caused and appreciate your continued patience and understanding.

4. identified Oct 28, 2025, 07:29 AM UTC

   Our network team has identified the cause of the issue and is continuing to actively work to restore full service at the earliest possible time. The next update will be at 8:00 AM. We sincerely apologize for any inconvenience this may have caused and appreciate your continued patience and understanding.

5. identified Oct 28, 2025, 10:04 PM UTC

   Our network team is continuing to actively monitor the situation and work toward a full restoration of service. At this stage, there are no new updates since our last communication, but efforts to resolve the issue remain ongoing. Further updates will be provided as additional information becomes available. We understand how disruptive this can be and sincerely appreciate your continued patience and understanding while we work to restore services as soon as possible.

6. monitoring Oct 29, 2025, 02:32 AM UTC

   Our network team is continuing to actively monitor the situation and work toward a full restoration of service. Most services have been restored but if you are still experiencing loss of service, please restart your router and ONT. If the problem still persists, please reach out to us. We understand how disruptive this can be and sincerely appreciate your continued patience and understanding while we work to restore services as soon as possible.

7. resolved Oct 29, 2025, 03:28 AM UTC

   Services have been restored. If you are still experiencing loss of service, please restart your router and ONT. If the problem still persists, please reach out to our team. Thank you for your patience and understanding.

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Started Oct 24, 2025, 07:35 PM UTC· resolved Oct 26, 2025, 07:08 PM UTC

1. investigating Oct 24, 2025, 07:35 PM UTC

   We are aware of an ongoing issue affecting broadband services in the Tauranga, Rotorua and Taupo area. Our upstream provider is investigating the impact of the services, Technical teams are actively working resolve the issue as quickly as possible, and we will continue to provide updates each hour.

2. investigating Oct 24, 2025, 08:29 PM UTC

   Broadband services are still being investigated to identify the cause of the disruption, We can see some services coming back online. Technical teams are actively working resolve the issue as quickly as possible, and we will continue to provide updates each hour.

3. investigating Oct 24, 2025, 10:22 PM UTC

   Broadband services are still being investigated to identify the cause of the disruption, We can see some services coming back online. Technical teams are actively working resolve the issue as quickly as possible, and we will continue to provide updates each hour.

4. monitoring Oct 25, 2025, 02:21 AM UTC

   Outage has been identified with our upstream provider, Services are slowly coming back online. We will continue to monitor the services Please restart your router if the connection is still not active We will provide an update if disruption reoccurs Thanks for your patience and understanding

5. resolved Oct 26, 2025, 07:08 PM UTC

   This incident has been resolved.

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Started Oct 23, 2025, 04:40 AM UTC· resolved Oct 27, 2025, 09:22 PM UTC

1. identified Oct 23, 2025, 04:40 AM UTC

   Due to the ongoing weather event, some customers in affected South Island regions may experience intermittent internet service disruptions. Our team is coordinating with the local fibre companies to identify affected areas and restore service as quickly as possible. For the latest updates from our network partners, visit: • Chorus: https://www.chorus.co.nz/outages • Enable: https://www.facebook.com/enablefibrebroadband

2. identified Oct 26, 2025, 09:25 PM UTC

   Following the recent weather event, some customers in affected South Island regions may still experience intermittent internet service disruptions. Our team continues to work closely with local fibre companies and our mobile upstream provider to identify affected areas and restore services as quickly as possible. Restoration work is still in progress, and we appreciate your patience while this is being completed. For the latest updates from our network partners, please visit: • Chorus: https://www.chorus.co.nz/outages • Enable: https://www.facebook.com/enablefibrebroadband

3. resolved Oct 27, 2025, 09:22 PM UTC

   This incident has been resolved.

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Started Sep 21, 2025, 11:41 PM UTC· resolved Sep 22, 2025, 01:58 AM UTC

1. investigating Sep 21, 2025, 11:41 PM UTC

   We are currently investigating a system failure with our upstream provider. This issue is impacting all provisioning requests, including: New sign-ups Plan changes Service unthrottling Our team is actively working with the provider to resolve the problem. We will provide the next update within 1 hour.

2. monitoring Sep 22, 2025, 12:54 AM UTC

   The issue has been identified with our upstream provider, and services are now beginning to restore. Provisioning requests (including new sign-ups, plan changes, and service unthrottling) should gradually return to normal.

3. resolved Sep 22, 2025, 01:58 AM UTC

   This incident has been resolved.

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Started Jul 09, 2025, 10:24 PM UTC· resolved Jul 09, 2025, 11:40 PM UTC

1. investigating Jul 09, 2025, 10:24 PM UTC

   We are currently experiencing an issue with our communications platform. This means we are unable to currently respond to your calls or emails promptly. Our team is actively working with our platform provider to resolve this issue as soon as possible. We'll provide you a further update in an hour once we have more information. We will respond to all customer queries as soon as possible once it's been resolved

2. monitoring Jul 09, 2025, 10:36 PM UTC

   A fix has been implemented and we are monitoring the results We will continue to provide hourly updates if we receive any further details.

3. resolved Jul 09, 2025, 11:40 PM UTC

   This incident has been resolved.

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Started Jun 24, 2025, 12:19 AM UTC· resolved Jun 26, 2025, 01:19 AM UTC

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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

8. 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.

9. 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.

10. monitoring Jun 25, 2025, 06:14 AM UTC

    We are continuing to monitor for any further issues.

11. 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.

12. 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

13. 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.

Read the full incident report →

Started Jun 17, 2025, 11:44 PM UTC· resolved Jun 20, 2025, 04:10 AM UTC

1. investigating Jun 17, 2025, 11:44 PM UTC

   The Whanganui region is currently experiencing a Fibre outage. The incident has been investigated, and a fix is currently being implemented. We will provide hourly updates on our status page until the issue has been resolved.

2. identified Jun 18, 2025, 12:56 AM UTC

   A fix is still currently being implemented. We will continue to monitor the status of the outage and provide further hourly updates until the issue has been resolved.

3. identified Jun 18, 2025, 01:54 AM UTC

   A fix is still currently being implemented. We will continue to monitor the status of the outage and provide further hourly updates until the issue has been resolved.

4. identified Jun 18, 2025, 02:58 AM UTC

   A fix has been implemented but we are still continuing to investigate an ongoing issue still affecting some customers. We will continue to provide hourly updates until the issue has been resolved.

5. identified Jun 18, 2025, 03:55 AM UTC

   A fix has been implemented but we are still continuing to investigate an ongoing issue still affecting some customers. We will continue to provide hourly updates until the issue has been resolved.

6. identified Jun 18, 2025, 04:59 AM UTC

   A fix has been implemented but we are still continuing to investigate an ongoing issue still affecting some customers. We will continue to provide hourly updates until the issue has been resolved.

7. identified Jun 18, 2025, 06:04 AM UTC

   A fix has been implemented but we are still continuing to investigate an ongoing issue still affecting some customers. We will continue to provide hourly updates until the issue has been resolved.

8. identified Jun 18, 2025, 07:03 AM UTC

   A fix has been implemented. We are still continuing to investigate the issue affecting a small number of connections in the area. We will continue to provide hourly updates until the issue has been resolved.

9. identified Jun 18, 2025, 08:07 AM UTC

   A fix has been implemented. We are still continuing to investigate the issue affecting a small number of connections in the area. Our next update will be at 8 AM 19/06/2025. Further information regarding the outage can be found at https://ultrafastfibre.statuspage.io/

10. identified Jun 18, 2025, 08:00 PM UTC

    We are continuing to investigate a network outage affecting a number of connections in Whanganui. Technicians are actively working to identify the root cause of the issue. We will continue to provide further updates each hour until the issue has been resolved.

11. identified Jun 18, 2025, 09:06 PM UTC

    We are continuing to investigate a network outage affecting a number of connections in Whanganui. Technicians are actively working to identify the root cause of the issue. We will continue to provide further updates each hour until the issue has been resolved.

12. identified Jun 18, 2025, 10:42 PM UTC

    We are continuing to investigate a network outage affecting a number of connections in Whanganui. Technicians are actively working to identify the root cause of the issue. We will continue to provide further updates each hour until the issue has been resolved.

13. identified Jun 18, 2025, 11:46 PM UTC

    We are continuing to investigate a network outage affecting a number of connections in Whanganui. Technicians are actively working to identify the root cause of the issue. We will continue to provide further updates each hour until the issue has been resolved.

14. identified Jun 19, 2025, 01:13 AM UTC

    We are continuing to investigate a network outage affecting a number of connections in Whanganui. Technicians are actively working to identify the root cause of the issue. We will continue to provide further updates each hour until the issue has been resolved.

15. identified Jun 19, 2025, 02:02 AM UTC

    We are aware of an ongoing issue affecting broadband services in the Whanganui region. This disruption is due to a third-party outage, which is impacting connectivity for some customers. Technical teams are actively working with the third party to resolve the issue as quickly as possible, and we will continue to provide updates each hour.

16. identified Jun 19, 2025, 03:07 AM UTC

    We are aware of an ongoing issue affecting broadband services in the Whanganui region. This disruption is due to a third-party outage, which is impacting connectivity for some customers. Technical teams are actively working with the third party to resolve the issue as quickly as possible, and we will continue to provide updates each hour.

17. identified Jun 19, 2025, 04:21 AM UTC

    We are aware of an ongoing issue affecting broadband services in the Whanganui region. This disruption is due to a third-party outage, which is impacting connectivity for some customers. Technical teams are actively working with the third party to resolve the issue as quickly as possible, and we will continue to provide updates each hour.

18. identified Jun 19, 2025, 05:20 AM UTC

    We are aware of an ongoing issue affecting broadband services in the Whanganui region. This disruption is due to a third-party outage, which is impacting connectivity for some customers. Technical teams are actively working with the third party to resolve the issue as quickly as possible, and we will continue to provide updates each hour.

19. identified Jun 19, 2025, 06:07 AM UTC

    We are aware of an ongoing issue affecting broadband services in the Whanganui region. This disruption is due to a third-party outage, which is impacting connectivity for some customers. Technical teams are actively working with the third party to resolve the issue as quickly as possible, and we will continue to provide updates each hour.

20. identified Jun 19, 2025, 07:02 AM UTC

    We are aware of an ongoing issue affecting broadband services in the Whanganui region. This disruption is due to a third-party outage, which is impacting connectivity for some customers. Technical teams are actively working with the third party to resolve the issue as quickly as possible, and we will continue to provide updates each hour.

21. identified Jun 19, 2025, 08:01 AM UTC

    We are aware of an ongoing issue affecting broadband services in the Whanganui region. This disruption is due to a third-party outage, which is impacting connectivity for some customers. Technical teams are actively working with the third party to resolve the issue as quickly as possible. For further information please visit https://ultrafastfibre.statuspage.io/ Our next update will be at 8:00 AM 20/06/2025.

22. monitoring Jun 19, 2025, 08:00 PM UTC

    Restoration activities are complete. We are continuing to monitor to ensure services remain stable. Next update will be at 10:00 AM 20/06/2025.

23. monitoring Jun 19, 2025, 10:14 PM UTC

    Restoration activities are complete. We are continuing to monitor to ensure services remain stable. Next update will be at 12:00 PM 20/06/2025.

24. monitoring Jun 20, 2025, 12:04 AM UTC

    Restoration activities are complete. We are continuing to monitor to ensure services remain stable. Next update will be at 2:00 PM 20/06/2025.

25. monitoring Jun 20, 2025, 02:01 AM UTC

    Restoration activities are complete. We are continuing to monitor to ensure services remain stable. Next update will be at 4:00 PM 20/06/2025.

26. resolved Jun 20, 2025, 04:10 AM UTC

    This incident is now resolved.

Read the full incident report →

Started Jun 06, 2025, 12:10 AM UTC· resolved Jun 06, 2025, 01:47 AM UTC

1. investigating Jun 06, 2025, 12:10 AM UTC

   Wholesale Issue Affecting Fibre Customers We've identified a problem with our wholesale provider which is impacting many of our fibre and mobile customers. Our team is actively working on a fix, but we currently do not have an estimated resolution time. Getting in Touch With this outage throwing a spanner in the works, getting hold of our team through chat, email, or social media's a bit of a mission as such it's best to hold off reaching out for a bit. Staying Posted We apologise for the inconvenience and will post hourly updates on this page until the issue is resolved. Thank you for your understanding.

2. investigating Jun 06, 2025, 12:11 AM UTC

   We are continuing to investigate this issue.

3. monitoring Jun 06, 2025, 12:31 AM UTC

   Chorus technicians have been on-site, and services are now slowly being restored across the region. We will continue to monitor the situation closely to ensure stability. For the latest updates directly from Chorus, please check the Chorus Network Status page. Thank you for your continued patience and understanding.

4. resolved Jun 06, 2025, 01:47 AM UTC

   The earlier outage affecting the Wellington region has now been resolved. Services have remained stable since restoration, and this incident now appears fully resolved. If you're still experiencing connectivity issues, please power off your router and ONT for 10 minutes before turning them back on. We sincerely apologise for any inconvenience this may have caused and appreciate your patience throughout the outage. For any further updates, you can check the Chorus Network Status page.

Read the full incident report →

Started May 01, 2025, 09:50 PM UTC· resolved May 02, 2025, 02:57 AM UTC

1. identified May 01, 2025, 09:50 PM UTC

   Business Voice services are temporarily down to due to unplanned maintenance, Our Technicians are investigating this and we will expect to get an update at 11am.

2. identified May 01, 2025, 09:55 PM UTC

   We are continuing to work on a fix for this issue.

3. identified May 01, 2025, 11:01 PM UTC

   Our Technicians are still working on restoring the affected services, We will give a further update at 12pm.

4. identified May 02, 2025, 12:10 AM UTC

   Services should up within the next 30 minutes We will continue to update if we have any further information.

5. monitoring May 02, 2025, 12:18 AM UTC

   Services are now back online, We will continue to monitor the services and will provide an update if any services are still affected.

6. resolved May 02, 2025, 02:57 AM UTC

   This has now been resolved and services are back online.

Read the full incident report →

Started Apr 08, 2025, 10:57 PM UTC· resolved Apr 09, 2025, 02:20 AM UTC

1. investigating Apr 08, 2025, 10:57 PM UTC

   Our 0800 number appears to have stopped working. Customers can still reach us at [email protected] and we will answer your inquiries as soon as possible. Technicians have been alerted to the problem and we expect to have an update at 11:30 AM.

2. investigating Apr 08, 2025, 11:31 PM UTC

   We are continuing to investigate this issue. Next update will be at 12:30 PM.

3. monitoring Apr 09, 2025, 12:25 AM UTC

   This has now been resolved, We will continue to monitor this issue.

4. resolved Apr 09, 2025, 02:20 AM UTC

   This has now been resolved.

Read the full incident report →

Started Mar 18, 2025, 12:27 PM UTC· resolved Mar 18, 2025, 08:27 PM UTC

1. monitoring Mar 18, 2025, 12:27 PM UTC

   One of our upstream providers is conducting planned maintenance tonight, starting at 10:00 PM and lasting for approximately 4 hours. During this period, you may experience degraded performance on international routes. We appreciate your patience and understanding while this essential maintenance is carried out. Our team is monitoring the network closely to minimise any impact. Thank you for your continued support.

2. monitoring Mar 18, 2025, 12:42 PM UTC

   We are continuing to monitor for any further issues.

3. resolved Mar 18, 2025, 08:27 PM UTC

   The issue affecting broadband has now been resolved. Thank you for your patience.

Read the full incident report →

Started Jan 04, 2025, 09:12 PM UTC· resolved Jan 06, 2025, 03:03 AM UTC

1. monitoring Jan 04, 2025, 09:12 PM UTC

   We are currently experiencing an interruption in the following services: • Hosted Exchange • Managed Desktop Our technical team is actively working to resolve the issue as quickly as possible. Unfortunately, we do not yet have an estimated time for full resolution. Support Availability: Due to the ongoing issue, you may experience delays when trying to reach us via chat, email, or phone. To help us focus on restoring services, we kindly ask that you hold off on contacting support unless absolutely necessary. Next Update: We will provide the next update at 12 pm or sooner if new information becomes available. We greatly appreciate your patience and understanding during this time.

2. monitoring Jan 04, 2025, 11:06 PM UTC

   Regrettably, we are still experiencing an interruption to the following services: • Hosted Exchange • Managed Desktop Our technical team is actively working to resolve the issue as quickly as possible. Unfortunately, we do not yet have an estimated time for full resolution. Support Availability: Due to the ongoing issue, you may experience delays when trying to reach us via chat, email, or phone. To help us focus on restoring services, we kindly ask that you hold off on contacting support unless absolutely necessary. Next Update: We will provide the next update at 4 pm or sooner if new information becomes available. We greatly appreciate your patience and understanding during this time.

3. monitoring Jan 05, 2025, 03:31 AM UTC

   Regrettably, we are still experiencing an interruption to the following services: • Hosted Exchange • Managed Desktop Our technical team is actively working to resolve the issue as quickly as possible. Unfortunately, we do not yet have an estimated time for full resolution. Support Availability: Due to the ongoing issue, you may experience delays when trying to reach us via chat, email, or phone. To help us focus on restoring services, we kindly ask that you hold off on contacting support unless absolutely necessary. Next Update: We will provide the next update at 6 pm or sooner if new information becomes available. We greatly appreciate your patience and understanding during this time.

4. monitoring Jan 05, 2025, 05:02 AM UTC

   Regrettably, we are still experiencing an interruption to the following services: • Hosted Exchange • Managed Desktop Our technical team is actively working to resolve the issue as quickly as possible. Unfortunately, we do not yet have an estimated time for full resolution. Support Availability: Due to the ongoing issue, you may experience delays when trying to reach us via chat, email, or phone. To help us focus on restoring services, we kindly ask that you hold off on contacting support unless absolutely necessary. Next Update: We will provide the next update at 10 am on 06/01/2025 or sooner if new information becomes available. We greatly appreciate your patience and understanding during this time.

5. monitoring Jan 05, 2025, 09:05 PM UTC

   We are pleased to inform you that the issue affecting the following services has been resolved: • Hosted Exchange • Managed Desktop Our technical team has completed the necessary fixes, and we are now monitoring the services to ensure their continued stability. While the issue has been resolved, we will continue to keep a close eye on the systems for any further developments. Support Availability: Although services have been restored, you may still experience some delays in reaching us via chat, email, or phone. We appreciate your patience as we finalise our monitoring process. Next Update: We will provide the next update at 12 p.m. on 06/01/2025. Thank you for your understanding and cooperation during this time.

6. monitoring Jan 05, 2025, 10:57 PM UTC

   We are pleased to inform you that the issue affecting the following services has been resolved: • Hosted Exchange • Managed Desktop Our technical team has completed the necessary fixes, and we are now monitoring the services to ensure their continued stability. While the issue has been resolved, we will continue to keep a close eye on the systems for any further developments. Support Availability: Although services have been restored, you may still experience some delays in reaching us via chat, email, or phone. We appreciate your patience as we finalise our monitoring process. We will provide a final update at 4 p.m. on 06/01/2025. Thank you for your understanding and cooperation during this time.

7. resolved Jan 06, 2025, 03:03 AM UTC

   We are pleased to inform you that the issue affecting the following services has been resolved: • Hosted Exchange • Managed Desktop Our technical team has completed the necessary fixes, and we are now monitoring the services to ensure their continued stability. While the issue has been resolved, we will continue to keep a close eye on the systems for any further developments. Support Availability: Although services have been restored, you may still experience some delays in reaching us via chat, email, or phone. Thank you for your understanding and cooperation during this time.

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Started Dec 27, 2024, 01:22 AM UTC· resolved Dec 29, 2024, 08:22 PM UTC

1. investigating Dec 27, 2024, 01:22 AM UTC

   We are currently experiencing technical difficulties with our Compass website and MyCompass Portal. Our team has been alerted and is actively working to resolve the issue. Customer Support: While the website is down, you can still reach us for assistance at: Phone: 0800 640 840 Email: [email protected] We apologize for the inconvenience and appreciate your patience. A further update will be provided at 6 PM. Thank you for your understanding.

2. identified Dec 27, 2024, 05:10 AM UTC

   We are currently experiencing technical difficulties with our Compass website and MyCompass Portal. Our team has identified the cause of the issue and is actively working to resolve it as quickly as possible. What You Need to Know: Some users may still be able to access the Compass website via mobile devices. The MyCompass Portal may be missing some billing information. Customer Support: While the website is down, our Customer Support team is available to assist you: Phone: 0800 640 840 Email: [email protected] We sincerely apologize for the inconvenience and appreciate your patience. A further update will be provided at 10 AM on 28/12/2024. Thank you for your understanding.

3. identified Dec 27, 2024, 09:53 AM UTC

   We are currently experiencing technical difficulties with our MyCompass Portal. Our team has identified the cause of the issue and is actively working to resolve it as quickly as possible. What You Need to Know: The MyCompass Portal may be missing some billing information. Customer Support: While MyCompass Portal may not be accessible, our Customer Support team is available to assist you between 10:00am and 6:00pm. Phone: 0800 640 840 Email: [email protected] We sincerely apologise for the inconvenience and appreciate your patience. A further update will be provided at 12:00pm on 29/12/2024. Thank you for your understanding.

4. monitoring Dec 27, 2024, 11:20 PM UTC

   We are pleased to inform you that the technical difficulties with our Compass website and MyCompass Portal have been resolved. Both services are now fully operational. If you continue to experience any issues, please don't hesitate to contact our Customer Support team for assistance: Phone: 0800 640 840 Email: [email protected] Thank you for your patience and understanding during this time. We apologise for any inconvenience caused and appreciate your continued support.

5. resolved Dec 29, 2024, 08:22 PM UTC

   This incident has been resolved.

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Started Dec 12, 2024, 05:39 AM UTC· resolved Dec 19, 2024, 01:36 AM UTC

1. investigating Dec 12, 2024, 05:39 AM UTC

   Service Disruption Notification: We regret to inform you that we are currently experiencing a disruption in our managed service for business customers. Our team is actively working to resolve the issue and restore service as quickly as possible. We apologise for any inconvenience this may cause and appreciate your patience and understanding. Temporary Contact Update: Due to the outage, reaching our team via chat, email, or over the phone might be challenging. Please hold off on contacting us for a bit until we can fully address the issue. Thank you for your understanding. Staying Posted: We apologise for the inconvenience and will post and update again in 60 minutes time until the issue is resolved.

2. investigating Dec 12, 2024, 06:29 AM UTC

   We’re making progress and are in the early stages of identifying a fix. While some services are in the process of being restored, we are still experiencing outages with the following key services: • Hosted Exchange • Managed Desktop • Web Hosting Our technicians remain focused on resolving the issue as quickly as possible. At this stage, we still don’t have an estimated time for full resolution. We will continue to provide updates every 60 minutes or sooner if significant progress is made. Thank you for your continued patience and understanding as we work to restore normal service.

3. investigating Dec 12, 2024, 06:48 AM UTC

   We are continuing to investigate this issue.

4. investigating Dec 12, 2024, 06:52 AM UTC

   We are continuing to investigate this issue.

5. identified Dec 12, 2024, 07:46 AM UTC

   We’re pleased to share that Copper broadband and Email are now operational, and we are actively monitoring their performance to ensure stability. However, we are still experiencing outages with the following services: • Managed Desktop • Complex Business Fibre • Web Hosting Our technicians are continuing their efforts to restore these services as quickly as possible. It is advised not to restart or reset your modem or router. We still do not have an estimated time for full resolution but will keep you updated. Thank you for your ongoing patience and understanding. Our next update will be provided in 60 minutes or sooner if significant progress is made.

6. identified Dec 12, 2024, 08:38 AM UTC

   We are continuing to work on a fix for this issue.

7. identified Dec 12, 2024, 09:11 AM UTC

   Our engineers are still working to resolve the remaining issues with the following services: • Managed Desktop • Complex Business Fibre • Web Hosting We are making every effort to restore these services as quickly as possible. Please avoid restarting or resetting your modem or router at this time. While we do not yet have an estimated time for full resolution, we are committed to keeping you informed. Our next update will be provided before 8 AM, or sooner if significant progress is made. Thank you for your continued patience and understanding.

8. identified Dec 12, 2024, 06:58 PM UTC

   Our engineers are still working to resolve the remaining issues with the following services: • Managed Desktop • Complex Business Fibre • Web Hosting We are making every effort to restore these services as quickly as possible. Please avoid restarting or resetting your modem or router at this time. While we do not yet have an estimated time for full resolution, we are committed to keeping you informed. We will continue to provide updates every 60 minutes or sooner if significant progress is made. Thank you for your continued patience and understanding.

9. monitoring Dec 12, 2024, 08:12 PM UTC

   We’re pleased to report that the majority of services, including, Hosted Exchange, and Web Hosting, are fully restored. Teams have restored customer services overnight and continue to monitor systems. Customers experiencing any ongoing issues relating to this incident should contact Compass through your regular support channels. Broadband customers are reminded not to reset routers or modems, but contact us first. Thank you for your patience and understanding.

10. monitoring Dec 12, 2024, 08:51 PM UTC

    We’re pleased to report that the majority of services have been fully restored, and our teams continue to monitor systems closely. However, Exchange Email is currently unavailable, and there are ongoing authentication issues affecting Complex Business Fibre and Copper Broadband. We strongly recommend that broadband customers do not restart or reset their routers or modems at this time. Customers experiencing issues related to this incident are encouraged to contact Compass through your regular support channels. Thank you for your continued patience and understanding as we work to resolve these remaining issues.

11. monitoring Dec 12, 2024, 08:52 PM UTC

    We are continuing to monitor for any further issues.

12. monitoring Dec 12, 2024, 08:53 PM UTC

    We’re continuing to work on resolving the ongoing issues with Exchange Email, which remains unavailable at this time. Additionally, there are ongoing authentication issues affecting Complex Business Fibre and Copper Broadband. We strongly recommend that broadband customers do not restart or reset their routers or modems at this time. Our teams are working diligently to restore these services as quickly as possible. Customers experiencing issues related to this incident are encouraged to contact Compass through your regular support channels. Thank you for your patience and understanding as we work to resolve these issues.

13. monitoring Dec 12, 2024, 08:54 PM UTC

    We are continuing to monitor for any further issues.

14. monitoring Dec 12, 2024, 09:11 PM UTC

    Exchange Email is now operational via Outlook, but Webmail remains unavailable at this time. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.

15. monitoring Dec 12, 2024, 11:00 PM 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. Complex Business Fibre and Copper Broadband: These services have now been restored, and we’re continuing to monitor them. We kindly ask that broadband customers refrain from restarting or resetting their routers or modems at this time to avoid further disruptions. Exchange Email and Managed Services: Some customers may still be experiencing service interruptions. Exchange Email is now operational via Outlook, but Webmail remains unavailable at this time. We’re actively working to resolve these issues and will provide updates as soon as service is fully restored. If you are experiencing any issues related to this incident, please contact Compass through your regular support channels. Our team is here to assist you. We appreciate your patience and understanding as we work to resolve the remaining issues.

16. monitoring Dec 13, 2024, 01:08 AM UTC

    Update - Our teams are continuing to monitor all systems closely to ensure the stability of services moving forward. Exchange Email is now operational. Managed Services: Some customers may still be experiencing service interruptions. We’re actively working to resolve these issues and will provide updates as soon as service is fully restored. We continue to recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.

17. monitoring Dec 13, 2024, 03:18 AM UTC

    Managed Services: Some customers may still be experiencing service interruptions. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.

18. monitoring Dec 13, 2024, 05:03 AM UTC

    Managed Services: Some customers may still be experiencing service interruptions. The next update will be at 10 am on Monday the 16th of December. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.

19. monitoring Dec 15, 2024, 08:57 PM UTC

    Managed Services: Some customers may still be experiencing service interruptions. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.

20. monitoring Dec 16, 2024, 04:25 AM UTC

    Managed Services: Some customers may still be experiencing service interruptions. The next update will be at 10 am on Tuesday the 17th of December. We continue to work on resolving the remaining issues and recommend that broadband customers do not restart or reset their routers or modems. Thank you for your patience and understanding as we work to fully restore all services.

21. monitoring Dec 17, 2024, 01:05 AM UTC

    While we are no longer providing regular updates, we are aware that some performance issues with our Managed Services may still occur. Please rest assured that our team continues to work hard behind the scenes to resolve these issues with effected customers. Thank you for your understanding and patience.

22. resolved Dec 19, 2024, 01:36 AM UTC

    This incident has been resolved.

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Started Dec 04, 2024, 04:08 PM UTC· resolved Dec 05, 2024, 08:30 AM UTC

1. identified Dec 04, 2024, 04:08 PM UTC

   Service Disruption Notification: We regret to inform you that we are currently experiencing a disruption in our managed service for business customers. Our team is actively working to resolve the issue and restore service as quickly as possible. We apologise for any inconvenience this may cause and appreciate your patience and understanding. Temporary Contact Update: Due to the outage, reaching our team via chat, email, or over the phone might be challenging. Please hold off on contacting us for a bit until we can fully address the issue. Thank you for your understanding. Staying Posted: We apologise for the inconvenience and will post and update again in 60 minutes time until the issue is resolved.

2. identified Dec 04, 2024, 04:10 PM UTC

   We are continuing to work on a fix for this issue.

3. identified Dec 04, 2024, 04:50 PM UTC

   We are continuing to work on a fix for this issue.

4. identified Dec 04, 2024, 05:06 PM UTC

   Update on Service Interruption: We would like to provide an update regarding the ongoing service interruption affecting our managed services for business. Key areas impacted are Business Voice, Hosted Exchange, Managed Desktop and Web Hosting. Our technicians are diligently investigating the issue to identify the root cause and implement a resolution. We apologise for the inconvenience and assure you that we are working tirelessly to restore service to normal levels. Service Interruption Notice: As we navigate through this current outage, connecting with our team via chat, email, or over the phone might present some obstacles. We suggest holding off on reaching out to us for now. Your patience and understanding during this time are valued. Next Update: We're truly grateful for your patience and really sorry for the inconvenience this situation is causing. Rest assured, we'll continue to update you every 60 minutes, or sooner if we manage to get things sorted.

5. identified Dec 04, 2024, 06:13 PM UTC

   We are currently experiencing a service interruption affecting the following key services: • Business Voice • Hosted Exchange • Managed Desktop • Web Hosting Our technicians are working diligently to resolve the issue as quickly as possible. However, we currently do not have an estimated time for resolution. Support Availability You may encounter delays if trying to reach us via chat, email, or phone. We recommend holding off on contacting us for now to help us focus on restoring services. Next Update We appreciate your patience and understanding. Updates will be provided every 60 minutes or sooner as new information becomes available.

6. identified Dec 04, 2024, 07:13 PM UTC

   We’re making progress and are in the early stages of identifying a fix. While some services are in the process of being restored, we are still experiencing outages with the following key services: • Business Voice • Hosted Exchange • Managed Desktop • Web Hosting Our technicians remain focused on resolving the issue as quickly as possible. At this stage, we still don’t have an estimated time for full resolution. We will continue to provide updates every 60 minutes or sooner if significant progress is made. Thank you for your continued patience and understanding as we work to restore normal service.

7. identified Dec 04, 2024, 08:11 PM UTC

   We are continuing to work on a fix for this issue.

8. identified Dec 04, 2024, 08:19 PM UTC

   We’re pleased to report that Business Voice is now operational, and we are closely monitoring its performance to ensure stability. However, we are still experiencing outages with the following services: • Hosted Exchange • Managed Desktop • Some Web Hosting (compass.net.nz is now online) Our technicians continue to work diligently to resolve these issues. At this stage, we still don’t have an estimated time for full resolution. Thank you for your patience and understanding as we work to restore all services. We will provide another update in 60 minutes or sooner if there are further developments.

9. identified Dec 04, 2024, 08:22 PM UTC

   We are continuing to work on a fix for this issue.

10. identified Dec 04, 2024, 09:14 PM UTC

    We’re pleased to share that Business Voice and Hosted Exchange are now operational, and we are actively monitoring their performance to ensure stability. However, we are still experiencing outages with the following services: • Managed Desktop • Some Web Hosting (compass.net.nz is now online) Our technicians are continuing their efforts to restore these services as quickly as possible. We still do not have an estimated time for full resolution but will keep you updated. Thank you for your ongoing patience and understanding. Our next update will be provided in 60 minutes or sooner if significant progress is made.

11. identified Dec 04, 2024, 09:26 PM UTC

    We are continuing to work on a fix for this issue.

12. monitoring Dec 04, 2024, 09:28 PM UTC

    We’re pleased to report that the majority of services have been restored, including Business Voice, Hosted Exchange, and Web Hosting. The remaining issue is with Managed Desktop, which is currently affecting a limited number of customers. Our technicians are actively working to resolve this issue as quickly as possible. Thank you for your continued patience and understanding. We will provide further updates as soon as we have new information.

13. monitoring Dec 05, 2024, 12:54 AM UTC

    We’re pleased to report that the majority of services, including Business Voice, Hosted Exchange, and Web Hosting, are fully restored. The remaining issue with Managed Desktop, impacting a limited number of customers, is expected to be resolved within the next hour. Our technicians are finalizing the fix and closely monitoring the process. Thank you for your patience and understanding as we work to bring all services back to normal. We will provide a final update once this issue is fully resolved.

14. resolved Dec 05, 2024, 08:30 AM UTC

    This incident has been resolved.

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