Compass NZ experienced a minor incident on December 20, 2023 affecting Fibre Broadband, lasting 1d 13h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Dec 20, 2023, 07:08 AM UTC
We have identified that some people who are using the Chorus fibre terminal (ONT) instead of a router, that they can no longer connect to the internet or see their Wi-Fi network. The issue has been identified and staff are working to resolve it. Affected customers have been identified and will receive email notification with further information.
- identified Dec 20, 2023, 07:11 AM UTC
We are continuing to work on a fix for this issue.
- identified Dec 20, 2023, 11:28 AM UTC
We are continuing to work on a fix for this issue.
- identified Dec 20, 2023, 10:47 PM UTC
Current Situation: Chorus hasn't found a fix for the outage yet. To keep your internet running, we're sending WiFi routers to everyone affected. These will work with your current setup and get your service back as soon as they're set up. Using Your Own Router: If you have another router, we've sent you easy instructions by email. These will help you get back online quickly. Need help setting it up? Just send us a chat message, and we'll guide you through it. We're really sorry for this trouble. Making sure you stay connected is very important to us. We're working hard to fix this. Compensation: Once everyone's internet is back, we'll provide compensation for the trouble this caused.
- identified Dec 21, 2023, 04:57 AM UTC
Network teams have identified a fix for affected customer's RGW services. This fix will be applied this evening but customers are asked to allow up to 12 hours to see their services back online. Affected users have been communicated to directly at 4 PM today with a final email update tomorrow morning 22/12.
- resolved Dec 21, 2023, 09:07 PM UTC
Engineers worked through the night to manually restore customer services and all but a small handful are now showing online. Those customers not showing online will be contacted by phone today to ensure connectivity is restored. We wish to thank everyone for their patience during this brief but extremely inconvenient outage.