Hero Internet incident
Voice Quality Issues to Spark Internet Customers
Hero Internet experienced a notice incident on May 29, 2024 affecting Voice, lasting 1h 7m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified May 29, 2024, 11:27 PM UTC
We have received several reports of downstream voice quality problems between our network and Spark Internet customers. All examples provided so far have been on Spark's network. At this stage we have identified some packet loss over Global Gateway via our Domestic Transit provider into Spark's network so network engineers are investigating this and escalating to our upstream transit providers. Please log a ticket with call examples if you are experiencing issues as well.
- monitoring May 29, 2024, 11:50 PM UTC
We have changed our domestic peering preference to an alternate transit provider and route to get to Spark's network and the packet loss problems have now been resolved so voice quality should be back to normal for those affected customers. We will continue to monitor the situation and await a response from the affected transit provider. If you are continuing to have any voice quality problems at all then contact our team at [email protected]
- resolved May 30, 2024, 12:35 AM UTC
Our new transit preference will remain permanently in place to reach Spark's network so we do not expect any further problems with this traffic. We are setting this incident to Resolved status but please raise any issues you continue to have with our team.