Hero Internet experienced a major incident on June 5, 2025 affecting Broadband, lasting 2h 8m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 05, 2025, 09:55 PM UTC
We are investigating a Broadband outage on the Hero network. Updates will follow shortly
- investigating Jun 05, 2025, 10:04 PM UTC
One of the routers in Hamilton has gone down. The on-site data center team must perform a physical power cycle. We are in touch with the engineers on site, and we'll start investigating the cause after the router comes back on.
- monitoring Jun 05, 2025, 10:31 PM UTC
The router is now up, and we can see services coming back online. Please reboot the router if the service is still down. Give us a call on 092420001 if the issue still persists.
- resolved Jun 06, 2025, 12:03 AM UTC
All services impacted by this outage are now restored between 10:15 and 10:35. Please give us a call on 092420001 if you are still facing the issue. There is currently an unrelated Chorus outage in the Wellington region that is still going on. Updates for that will follow on the separate incident summary page.