Pineapple Net Outage History

Started Jan 06, 2026, 01:03 PM UTC· resolved Jan 06, 2026, 11:37 PM UTC

1. investigating Jan 06, 2026, 01:03 PM 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.

2. investigating Jan 06, 2026, 10:15 PM UTC

   Field Engineer has been dispatched to the site for further investigation. Further updates will be provided as they become available.

3. investigating Jan 06, 2026, 10:50 PM UTC

   DGTek Engineer has reached site and further investigating the issue. Further updates will be given as soon as they are available.

4. monitoring Jan 06, 2026, 10:58 PM UTC

   A fix has been implemented by the field Engineer and the services are back online. Monitoring the results.

5. resolved Jan 06, 2026, 11:37 PM UTC

   This incident has been resolved. All services are back online.

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Started Dec 25, 2025, 09:07 AM UTC· resolved Dec 26, 2025, 06:34 AM UTC

1. investigating Dec 25, 2025, 09:07 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.

2. identified Dec 26, 2025, 05:41 AM UTC

   The on-site electrician has identified an issue with the circuit breaker and has successfully resolved it. All services are now back to normal, except for the services at L31, which are still under investigation. Further updates will be shared as they become available.

3. resolved Dec 26, 2025, 06:34 AM UTC

   The issue has been fixed now. All services are back to normal.

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Started Dec 17, 2025, 11:05 PM UTC· resolved Dec 18, 2025, 12:28 AM UTC

1. investigating Dec 17, 2025, 11:05 PM 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.

2. identified Dec 17, 2025, 11:09 PM UTC

   As per the Building Manager, power has been shut down in the B1 area of the building for a power maintenance. This has caused our network devices to go offline, impacting several customers within the building.

3. monitoring Dec 17, 2025, 11:46 PM UTC

   Site is recovered after the building power maintenance.

4. resolved Dec 18, 2025, 12:28 AM UTC

   This incident has been resolved

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Started Dec 17, 2025, 09:19 PM UTC· resolved Dec 19, 2025, 02:00 AM UTC

1. investigating Dec 17, 2025, 09:19 PM 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.

2. investigating Dec 17, 2025, 10:00 PM UTC

   Field Technician has been dispatched to the site for further investigation

3. identified Dec 17, 2025, 10:59 PM UTC

   The devices at L5 & L10 have been affected with a water leakage. Technician is now working to replace the switches.

4. identified Dec 17, 2025, 11:39 PM UTC

   Due to a water leak on Level 7, the circuit breakers for both Level 5 and Level 10 have tripped and are currently exposed to water, rendering them non-operational. The device on Level 5 remains exposed to the water leak and will require replacement once the water leak has been fully rectified Building Manager has organized a plumber for tomorrow(19th). Services at L4-L7 will be still impacted.

5. resolved Dec 19, 2025, 02:00 AM UTC

   The faulty device which was damaged due to water leakage has been replaced.

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Started Dec 08, 2025, 11:31 PM UTC· resolved Dec 09, 2025, 02:41 AM UTC

1. investigating Dec 08, 2025, 11:31 PM 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.

2. monitoring Dec 08, 2025, 11:50 PM UTC

   The devices lost power due to a building power issue. The issue has now been rectified, and all devices are back online.

3. resolved Dec 09, 2025, 02:41 AM UTC

   This incident has been resolved.

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Started Dec 04, 2025, 01:56 AM UTC· resolved Dec 04, 2025, 04:54 AM UTC

1. investigating Dec 04, 2025, 01:56 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.

2. investigating Dec 04, 2025, 02:41 AM UTC

   Field Technician has been dispatched to the site for further investigating the issue.

3. identified Dec 04, 2025, 02:55 AM UTC

   Field Technician has identified the faulty UPS at the site has caused the site distribution switch to go offline.

4. resolved Dec 04, 2025, 04:54 AM UTC

   This issue has been fixed and the site is back to normal.

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Started Nov 21, 2025, 09:46 PM UTC· resolved Nov 22, 2025, 04:25 AM UTC

1. investigating Nov 21, 2025, 09:46 PM 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.

2. investigating Nov 22, 2025, 12:15 AM UTC

   NOC have contacted the Building Manager (BM) of 568 Collins Street and requested to perform a physical check on the power status of the network switch on Level 55. We are currently awaiting the Building Manager's response. Once we receive confirmation or an update on the power status, we will provide the next action plan and update this page immediately. We apologise for any inconvenience caused and are working to resolve the issue as soon as possible.

3. investigating Nov 22, 2025, 02:07 AM UTC

   Still we are waiting for Building Manager's update. Now we have despatched a tech team to the site to check this further. We will provide update as soon as the tech team reaches the site. Thank you for your continued patience as we work to restore services.

4. monitoring Nov 22, 2025, 03:47 AM UTC

   Our technical team successfully gained access and confirmed the root cause was a faulty network switch on Level 55. The device has been successfully replaced and configured. Services are now fully restored to all affected tenants at 568 Collins Street. We are currently monitoring the network to ensure stability and full performance.

5. resolved Nov 22, 2025, 04:25 AM UTC

   We have completed the monitoring period and confirmed service stability. We are now formally closing this incident. Thank you for your patience and support.

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Started Nov 13, 2025, 01:09 AM UTC· resolved Nov 13, 2025, 02:42 AM UTC

1. identified Nov 13, 2025, 01:09 AM UTC

   outage had been occurred during a fiber audit. Fiber team is already dispatched to attend to the issue

2. resolved Nov 13, 2025, 02:42 AM UTC

   The Fiber Team has completed the necessary repairs, and the service has been successfully restored following the fix

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Started Nov 12, 2025, 09:54 PM UTC· resolved Nov 14, 2025, 07:56 AM UTC

1. investigating Nov 12, 2025, 09:54 PM 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.

2. investigating Nov 12, 2025, 11:02 PM UTC

   Technician team had been dispatched to further investigate the outage.

3. identified Nov 13, 2025, 12:46 AM UTC

   Our technicians identified a fiber cut within the building causing the outage. We are working on to resolve the issue

4. identified Nov 13, 2025, 06:41 AM UTC

   The fiber repair work will resume tomorrow morning (14th) as soon as the repair crew gains access to the building. Further updates will be provided as they are available.

5. identified Nov 14, 2025, 12:51 AM UTC

   Our tech team has arrived the site and working progress to fix the issue. Once issue resolved we will update.

6. identified Nov 14, 2025, 03:34 AM UTC

   fiber team has complted the restoration and device came online. Services back to normal. We are monitoring the status.

7. resolved Nov 14, 2025, 07:56 AM UTC

   Fiber issue is now fully resolved and stable for more than 2 hours. We have completed the monitoring period and confirmed service stability. We are now formally closing this incident. Thank you for your patience and support.

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Started Nov 11, 2025, 12:51 AM UTC· resolved Nov 11, 2025, 07:15 AM UTC

1. investigating Nov 11, 2025, 12:51 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.

2. investigating Nov 11, 2025, 01:41 AM UTC

   Field Technician has been dispatched to the site for further investigating the issue. Further updates will be posted as it becomes available.

3. identified Nov 11, 2025, 01:49 AM UTC

   Our technical team arrived on-site at 12:05. It is identified circuit breaker issue and contacting buildig manager to check this further from electrical side.

4. identified Nov 11, 2025, 02:22 AM UTC

   DGtek technical team has confirmed the network switch is offline (down) due to a tripped circuit breaker at the site. The issue has been escalated to the Building Management / Concierge team to be resolved by their electrician. We are currently awaiting confirmation and feedback on the repair status.

5. monitoring Nov 11, 2025, 04:28 AM UTC

   Switch has been recovered and its up time is 23 minutes. We are monitoring the connection now. Thanks for the support.

6. monitoring Nov 11, 2025, 07:15 AM UTC

   connection is stable and still we are waiting to receive root cause from Concierge. We will monitor this for some time.

7. resolved Nov 11, 2025, 07:15 AM UTC

   The issue is now fully resolved and the connection has been stable for more than 2 hours. We have completed the monitoring period and confirmed service stability. We are now formally closing this incident. Thank you for your patience and support.

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Started Oct 31, 2025, 07:18 AM UTC· resolved Nov 03, 2025, 12:13 AM UTC

1. 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.

2. 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.

3. 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.

4. investigating Nov 02, 2025, 02:19 AM UTC

   Technician is scheduled to dispatched again on Monday morning to troubleshoot the issue onsite.

5. 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.

6. 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.

7. 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.

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Started Oct 21, 2025, 01:57 PM UTC· resolved Oct 21, 2025, 03:37 PM UTC

1. investigating Oct 21, 2025, 01:57 PM 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.

2. identified Oct 21, 2025, 02:02 PM UTC

   Engineers have identified that the interruption to the service is due to the ongoing power outage at the area/street.

3. resolved Oct 21, 2025, 03:37 PM UTC

   This incident has been resolved. All services are back online after the area/street power outage

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Started Oct 10, 2025, 08:26 AM UTC· resolved Oct 11, 2025, 12:31 AM UTC

1. investigating Oct 10, 2025, 08:26 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.

2. monitoring Oct 10, 2025, 11:00 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Oct 11, 2025, 12:31 AM UTC

   This incident has been resolved.

Read the full incident report →