Hero Internet incident
Degraded performance on Waikato Tuatahi Fibre Connections
Hero Internet experienced a notice incident on February 13, 2023 affecting Broadband, lasting 12h 43m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Feb 13, 2023, 07:42 PM UTC
Since the change last night to restore broadband services for Tuatahi Fibre customers we are seeing heavily degraded performance due to packet loss on download speeds to those customers. Engineers are investigating with urgency. Updates will follow.
- identified Feb 13, 2023, 08:39 PM UTC
Engineers are continuing to liaise with Tuatahi to establish the root cause of the poor performance over our backup path and hardware replacement is being prepared for our primary site and our engineer will head to Kapua Data Centre in Hamilton. ETA for full resolution at this stage is approximately 11am-12pm but this is an estimate based on physical swap out of affected hardware. In the mean time customers will see poor download speeds of around 2-3Mb and some packet loss
- monitoring Feb 14, 2023, 02:41 AM UTC
A fix has been implemented and we are seeing better optic results now. Please reboot the router and the ONT if necessary. Email our support team if you are getting further issues.
- resolved Feb 14, 2023, 08:26 AM UTC
Updating status to "Resolved". No new reports of related incidents since fix was implemented after 5 hours of monitoring.