Hero Internet Outage History

Hero Internet is up right now

Hero Internet had 10 outages in the last 2 years totaling 49h 17m of downtime, averaging 0.4 incidents per month.

There were 10 Hero Internet outages since November 4, 2024 totaling 49h 17m of downtime. Each is summarised below. Incident details, duration, and resolution information.

Source: hero.statuspage.io

Notice August 26, 2026

Broadband outages on the Enable network

Detected by Pingoru
Aug 26, 2026, 07:44 PM UTC
Resolved
Aug 26, 2026, 10:15 PM UTC
Duration
2h 30m
Affected: Broadband
Timeline · 2 updates
  1. identified Aug 26, 2026, 07:44 PM UTC

    Following maintenance last night by Enable networks we are seeing several connections that have not come back online this morning following the planned work. Engineers are investigating and will liaise with Enable to restore service for customers affected.

  2. resolved Aug 26, 2026, 10:15 PM UTC

    We believe this issue has been resolved and we are currently monitoring to ensure there is no further outages.

Read the full incident report →

Notice August 11, 2026

Broadband outage in West Auckland

Detected by Pingoru
Aug 11, 2026, 10:06 PM UTC
Resolved
Aug 11, 2026, 11:19 PM UTC
Duration
1h 12m
Affected: Broadband
Timeline · 2 updates
  1. identified Aug 11, 2026, 10:06 PM UTC

    A number of Broadband Fibre services in West Auckland are currently impacted following vandalism and damage to Chorus fibre routes early this morning. Chorus have had teams on site since the damage was located and are currently working to repair and restore service. Right now there is no ETA for restoration, but we would expect services to begin restoring when they progress with the fibre splicing.

  2. resolved Aug 11, 2026, 11:19 PM UTC

    We believe all impacted services have now been restored.

Read the full incident report →

Notice April 16, 2026

P1: Chorus Handover Outage in Mt Eden, Auckland

Detected by Pingoru
Apr 16, 2026, 08:45 AM UTC
Resolved
Apr 16, 2026, 12:44 PM UTC
Duration
3h 59m
Affected: Broadband
Timeline · 6 updates
  1. identified Apr 16, 2026, 08:45 AM UTC

    We are currently experiencing an outage on our Chorus Mt Eden Exchange handovers and engineers are investigating the issue and will escalate to Chorus engineers with urgency. Currently from what we can see the Chorus switch is down so this is a Chorus fault beyond our direct control. Updates to follow.

  2. identified Apr 16, 2026, 08:53 AM UTC

    We have confirmed that this outage is specifically related to our Chorus Mt Eden handovers. We do not see power on the other end of both our handover links indicating that the Chorus switch on the other end is fully down. A fault has been submitted with Chorus with urgency and is under investigation. Updates will follow as we receive them from Chorus.

  3. identified Apr 16, 2026, 09:38 AM UTC

    Just to clarify this outage could be affecting Chorus fibre connections nationwide since many are delivered back through our Auckland handovers via tail extensions. The majority of our fibre connections are still up and any non-Chorus sites should be unaffected (e.g. Enable, Tuatahi, Northpower etc.) Chorus acknowledged our fault at 20:48:43 and sent a tech to site at 21:06:11. Chorus have advised that multiple handovers are down feeding from MOD-ETH203 inside Chorus network, so the outage is affecting other ISP handovers as well as Hero's. We will continue to post updates as we receive them from Chorus NOC

  4. identified Apr 16, 2026, 10:24 AM UTC

    16/04/2026 22:20 Update Chorus technician is en route to site along with spares. Current ETA is 22:45. Next update on status change.

  5. monitoring Apr 16, 2026, 11:46 AM UTC

    Update: 23:39:09 - Chorus have resolved the outage and both our handover links at Mt Eden Exchange are back in service and passing traffic. Internet has been restored to most connections now. If Internet is not restored then we advise a reboot of the customer router. No official update yet from Chorus but we have seen service restored. Moving to Monitoring status

  6. resolved Apr 16, 2026, 12:44 PM UTC

    All services should be up. We will continue to observe but at this point there are no visible outstanding issues. If Internet is not restored then we advise a reboot of the customer router in the first instance.

Read the full incident report →

Notice March 18, 2026

2degrees Mobile Voice Outage

Detected by Pingoru
Mar 18, 2026, 03:09 AM UTC
Resolved
Mar 18, 2026, 11:41 AM UTC
Duration
8h 31m
Affected: Voice
Timeline · 2 updates
  1. identified Mar 18, 2026, 03:09 AM UTC

    FYI: 2degrees are currently having a problem on their mobile network with calling. As a result customers may experience problems with calling to and from 2degrees mobile phones. This is not an outage on the Hero network but an issue specifically affecting 2degrees network. 2degrees engineers are investigating the issue.

  2. resolved Mar 18, 2026, 11:41 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor October 28, 2025

Possible Internet Outages

Detected by Pingoru
Oct 28, 2025, 06:46 PM UTC
Resolved
Oct 28, 2025, 09:52 PM UTC
Duration
3h 6m
Affected: Broadband
Timeline · 2 updates
  1. investigating Oct 28, 2025, 06:46 PM UTC

    We are currently investigating reports of internet outages and speed issues.

  2. resolved Oct 28, 2025, 09:52 PM UTC

    The issue was identifed and resovled.

Read the full incident report →

Major June 5, 2025

Chorus Outage - Wellington Region

Detected by Pingoru
Jun 05, 2025, 11:55 PM UTC
Resolved
Jun 06, 2025, 01:40 AM UTC
Duration
1h 45m
Affected: Broadband
Timeline · 2 updates
  1. investigating Jun 05, 2025, 11:55 PM UTC

    A small number of broadband customers on the Chorus infrastructure in Wellington Central are currently facing a broadband outage. Chorus is aware and currently investigating the issue. More updates will follow.

  2. resolved Jun 06, 2025, 01:40 AM UTC

    Fault was reported resolved by Chorus approximately 1:20pm. We can see impacted services have recovered and are online.

Read the full incident report →

Major June 5, 2025

Broadband outage reported

Detected by Pingoru
Jun 05, 2025, 09:55 PM UTC
Resolved
Jun 06, 2025, 12:03 AM UTC
Duration
2h 8m
Affected: Broadband
Timeline · 4 updates
  1. investigating Jun 05, 2025, 09:55 PM UTC

    We are investigating a Broadband outage on the Hero network. Updates will follow shortly

  2. investigating Jun 05, 2025, 10:04 PM UTC

    One of the routers in Hamilton has gone down. The on-site data center team must perform a physical power cycle. We are in touch with the engineers on site, and we'll start investigating the cause after the router comes back on.

  3. monitoring Jun 05, 2025, 10:31 PM UTC

    The router is now up, and we can see services coming back online. Please reboot the router if the service is still down. Give us a call on 092420001 if the issue still persists.

  4. resolved Jun 06, 2025, 12:03 AM UTC

    All services impacted by this outage are now restored between 10:15 and 10:35. Please give us a call on 092420001 if you are still facing the issue. There is currently an unrelated Chorus outage in the Wellington region that is still going on. Updates for that will follow on the separate incident summary page.

Read the full incident report →

Notice February 24, 2025

Network outage reported

Detected by Pingoru
Feb 24, 2025, 08:42 AM UTC
Resolved
Feb 24, 2025, 11:42 AM UTC
Duration
3h
Affected: VoiceBroadband
Timeline · 3 updates
  1. investigating Feb 24, 2025, 08:42 AM UTC

    We are investigating a network problem on the Hero network. Updates will follow shortly

  2. investigating Feb 24, 2025, 08:50 AM UTC

    Investigations suggest a major power related outage in Auckland Data Centre across multiple power feeds into our racks. Engineers on the way to site.

  3. resolved Feb 24, 2025, 11:42 AM UTC

    Apologies for the late update on network status. Broadband and Voice Services were restored approximately 10pm (initial outage was approximately 9.30pm). There were a handful of minor issues relating to web portal access which were resolved shortly after this. The cause of the outage appears to have been power related at the 220 Queen Street Data Centre. There were some services that did not failover properly. Some of these failover issues should now be addressed but engineers will undertake a full audit and check of all failover systems and processes in the morning to ensure that we can survive a power outage at one of our Data Centres in the future without causing any issues to customers. If you are continuing to have any problems please email our support team or call our support number.

Read the full incident report →

Notice November 4, 2024

Chorus handover at Mayoral Drive went offline

Detected by Pingoru
Nov 04, 2024, 04:21 AM UTC
Resolved
Nov 04, 2024, 04:21 AM UTC
Duration
–
Affected: Broadband
Timeline · 1 update
  1. resolved Nov 04, 2024, 04:21 AM UTC

    A Chorus fibre handover link at our Mayoral Drive Data centre in central Auckland dropped at 17:04:42 and then came back up at around 17:07:59. The interface appears to have dropped from Chorus' end for some reason. We have not been made aware of any issues by Chorus so engineers are currently investigating why Chorus dropped the link temporarily. Service appears to be restored following this 3-4 minutes and we are not aware of any ongoing issues but we are monitoring the situation

Read the full incident report →