Hero Internet experienced a notice incident on February 24, 2025 affecting Voice and Broadband, lasting 3h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 24, 2025, 08:42 AM UTC
We are investigating a network problem on the Hero network. Updates will follow shortly
- investigating Feb 24, 2025, 08:50 AM UTC
Investigations suggest a major power related outage in Auckland Data Centre across multiple power feeds into our racks. Engineers on the way to site.
- resolved Feb 24, 2025, 11:42 AM UTC
Apologies for the late update on network status. Broadband and Voice Services were restored approximately 10pm (initial outage was approximately 9.30pm). There were a handful of minor issues relating to web portal access which were resolved shortly after this. The cause of the outage appears to have been power related at the 220 Queen Street Data Centre. There were some services that did not failover properly. Some of these failover issues should now be addressed but engineers will undertake a full audit and check of all failover systems and processes in the morning to ensure that we can survive a power outage at one of our Data Centres in the future without causing any issues to customers. If you are continuing to have any problems please email our support team or call our support number.