Hero Internet experienced a major incident on September 15, 2024 affecting Voice and Broadband, lasting 46m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 15, 2024, 10:37 PM UTC
EMERGENCY ROUTER REBOOT at 10:45am One of our core Juniper routers at our 220 Queen Street Data Centre is in a degraded state and requires an immediate reboot to correct software problems affecting broadband customers terminating at that site. This reboot cannot be delayed as it is impacting several customers currently. This emergency maintenance will likely cause broadband and voice services outages for some customers for approximately 10 minutes.
- resolved Sep 15, 2024, 11:24 PM UTC
The router was successfully restarted by approximately 11am and is operating normally now. Those affected customers who were previously having problems with their Internet connections should now be fixed and back online. If any customers are still experiencing any problems then please contact our Support Team on 092420001.