Hero Internet experienced a notice incident on November 29, 2021 affecting Voice and Broadband, lasting 2h 12m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 29, 2021, 06:40 PM UTC
We have had reports that there is packet loss to several networks currently including Vodafone and Voyager. Engineers are investigating the issue. Several other networks (including our own) are unaffected.
- monitoring Nov 29, 2021, 07:30 PM UTC
The issue appears to be with an upstream transit network so we have made some routing changes (BGP advertisements) to force the traffic back to our network via an alternate path and this appears to have resolved the packet loss problems for now. If you are still experiencing any issues please contact our support team. Network engineers will continue to monitor the situation.
- resolved Nov 29, 2021, 08:52 PM UTC
The reroute of traffic appears to have resolved this incident. Contact our team if you are still having any problems.