Pineapple Net experienced a notice incident on October 31, 2025, lasting 2d 16h. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Oct 31, 2025, 07:18 AM UTC
Engineers have observed network alarms at the listed location which are causing disruption to some customer services. Engineers are now investigating the issue. Further updates will be given as soon as they are available. We apologise for any inconvenience caused and are working to resolve issue as soon as possible. If you require further information relating to this incident, please e-mail us on [email protected] or call 1300 857 501.
- investigating Oct 31, 2025, 07:20 AM UTC
Our technical team arrived on-site at 6:02 PM AEDT. We have encountered a temporary delay as we are awaiting a response from the building manager to gain the necessary access. We will provide an update as soon as access is secured and work commences.
- investigating Oct 31, 2025, 08:51 AM UTC
Our technical team was on-site at 6:02 PM AEDT and remained for over one hour attempting to gain access to the equipment room. Due to the building manager's confirmed unavailability for after-hours support, the team has been temporarily withdrawn from the site. We are actively liaising with building management to secure a confirmed time for access. We will provide an immediate update once the troubleshooting window is scheduled.
- investigating Nov 02, 2025, 02:19 AM UTC
Technician is scheduled to dispatched again on Monday morning to troubleshoot the issue onsite.
- identified Nov 02, 2025, 09:54 PM UTC
Our tech team has reached the site at 07.20 AM. It has identified as fiber cable issue. We are working on to fix it. Further updates will be given as soon as they are available. We apologise for any inconvenience caused and are working to resolve issue as soon as possible.
- identified Nov 02, 2025, 10:59 PM UTC
Issue has been fixed now. It was faulty fiber and we have used another fiber to restore the connectivty. We are monitoring the connection now. Thanks for the support.
- resolved Nov 03, 2025, 12:13 AM UTC
The issue is now fully resolved and the connection has been stable after switching to an alternate fiber path. We have completed the monitoring period and confirmed service stability. We are now formally closing this incident. Thank you for your patience and support.