Hero Internet experienced a notice incident on April 21, 2022 affecting Voice, lasting 3h 26m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Apr 21, 2022, 12:38 AM UTC
Upstream carrier is current experiencing a fault affecting incoming calls from the Spark network into multiple South Island regions. Technicians are onsite and repairing the affected backhaul link at the Exchange in Christchurch. Calls from other networks not passing through Spark appear to be unaffected. Estimated Time for Resolution is expected to be in the next hour (1.30pm approx)
- identified Apr 21, 2022, 03:43 AM UTC
Techs have resolved the link issues and voice services are starting to be restored. We expect service to be back up shortly
- monitoring Apr 21, 2022, 03:52 AM UTC
UPDATE 15:45 All voice services appear to be restored in the South Island from Spark's network and we are now testing and monitoring the situation. If you are continuing to see any problems please contact our Support team immediately. The links should now be error free as well which should resolve packet loss (voice quality) issues which some customers in the South Island have been experiencing from Spark's network in the last 48 hours.
- resolved Apr 21, 2022, 04:04 AM UTC
Further testing and customer feedback has confirmed all issues now in the South Island should be resolved.