Hero Internet incident
P1: Chorus Handover Outage in Mt Eden, Auckland
Hero Internet experienced a notice incident on April 16, 2026 affecting Broadband, lasting 3h 59m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Apr 16, 2026, 08:45 AM UTC
We are currently experiencing an outage on our Chorus Mt Eden Exchange handovers and engineers are investigating the issue and will escalate to Chorus engineers with urgency. Currently from what we can see the Chorus switch is down so this is a Chorus fault beyond our direct control. Updates to follow.
- identified Apr 16, 2026, 08:53 AM UTC
We have confirmed that this outage is specifically related to our Chorus Mt Eden handovers. We do not see power on the other end of both our handover links indicating that the Chorus switch on the other end is fully down. A fault has been submitted with Chorus with urgency and is under investigation. Updates will follow as we receive them from Chorus.
- identified Apr 16, 2026, 09:38 AM UTC
Just to clarify this outage could be affecting Chorus fibre connections nationwide since many are delivered back through our Auckland handovers via tail extensions. The majority of our fibre connections are still up and any non-Chorus sites should be unaffected (e.g. Enable, Tuatahi, Northpower etc.) Chorus acknowledged our fault at 20:48:43 and sent a tech to site at 21:06:11. Chorus have advised that multiple handovers are down feeding from MOD-ETH203 inside Chorus network, so the outage is affecting other ISP handovers as well as Hero's. We will continue to post updates as we receive them from Chorus NOC
- identified Apr 16, 2026, 10:24 AM UTC
16/04/2026 22:20 Update Chorus technician is en route to site along with spares. Current ETA is 22:45. Next update on status change.
- monitoring Apr 16, 2026, 11:46 AM UTC
Update: 23:39:09 - Chorus have resolved the outage and both our handover links at Mt Eden Exchange are back in service and passing traffic. Internet has been restored to most connections now. If Internet is not restored then we advise a reboot of the customer router. No official update yet from Chorus but we have seen service restored. Moving to Monitoring status
- resolved Apr 16, 2026, 12:44 PM UTC
All services should be up. We will continue to observe but at this point there are no visible outstanding issues. If Internet is not restored then we advise a reboot of the customer router in the first instance.