Telesmart experienced a minor incident on September 27, 2022 affecting NZ Datacentre - Datacom Kapua, Hamilton (KAP) and NZ Datacentre - Murphy Street, Thorndon, Wellington (ATT) and 1 more component, lasting 10h 17m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 27, 2022, 12:02 AM UTC
Telesmart would like to inform you that we are currently experiencing an issue with domestic backhaul on our network. Backhaul capacity to Wellington and the South Island is currently severely degraded. Our technical team has been dispatched and are currently investigating. Estimated time of resolution: To be determined Next communication: 30 minutes
- investigating Sep 27, 2022, 12:02 AM UTC
We are continuing to investigate this issue.
- identified Sep 27, 2022, 12:29 AM UTC
Our technical team has identified the fault as suspected fibre cut between Tauranga and Auckland on one of our primary data paths. Secondary paths are highly congested as a result which is affecting internet traffic but not voice. Estimated time of resolution: TBA Next communication: 30 minutes
- identified Sep 27, 2022, 01:18 AM UTC
The issue has been tracked down to a fibre cut caused by a third party drilling team 5km from Tauranga. Increases in backhaul transit capacity is being expedited under emergency change conditions to alleviate the immediate congestion issues. Estimated time of resolution: TBA Next communication: 30 minutes
- identified Sep 27, 2022, 01:44 AM UTC
Emergency capacity has been applied which has improved congestion but not eliminated it entirely. Permanent resolution of the fibre cut in Tauranga has been estimated at 24 hours. Estimated time of full resolution: 28/09/22 14:30 Next communication: As more information comes to hand.
- identified Sep 27, 2022, 03:24 AM UTC
Vendor technicians are in the process or isolating the damage and will initiate repairs. Several hundred fibres appear to have been damaged by third party directional drilling (mole tunnelling). Estimated time of resolution: 28/09/22 14:30 Next communication: As more information comes to hand.
- monitoring Sep 27, 2022, 07:18 AM UTC
Our technical team has resolved the issue and is now monitoring the service for further reoccurrence. If you continue to experience issues please contact our service desk on 0800 835 376 or [email protected]
- resolved Sep 27, 2022, 10:20 AM UTC
Our technical team is happy that this issue is now completely resolved after a period of monitoring showed no further issues. If you continue to experience issues please contact our service desk on 0800 835 376 or [email protected]