Unplanned Event - Chorus ADSL/VDSL/HSNS intermittent fault

Update timeline

1. investigating Mar 06, 2019, 07:12 PM UTC

   Service(s) Affected: ADSL, VDSL and Auckland HSNS services Customer Impact: Loss of service for approximately 5 minutes each time. A line card in a Chorus switch is spontaneously rebooting at random intervals, which is causing most ADSL and VDSL customers and all Auckland HSNS services to go down for around 5 minutes each time. Chorus are aware of and investigating the cause. We apologise for any inconvenience this may cause.

2. investigating Mar 06, 2019, 07:18 PM UTC

   We are continuing to investigate this issue.

3. identified Mar 06, 2019, 07:28 PM UTC

   All ADSL, VDSL and HSNS customers who have gone offline since 7:30am are presently not able to get online again. Chorus have a technician en route to replace the faulty line card, expected to begin the replacement by 10am. There will be a full service outage for ADSL, VDSL and HSNS customers during the replacement which may last 30-60 minutes.

4. identified Mar 06, 2019, 09:24 PM UTC

   The Chorus technician is on-site performing the card replacement now.

5. monitoring Mar 06, 2019, 09:31 PM UTC

   The faulty line card has been replaced and affected customers should be back online. If your service has not restored, please restart your router and then give us a call if it does not come back online after that.

6. resolved Mar 07, 2019, 07:30 AM UTC

   No further issues have been observed with the line card since replacement so this incident is being closed.