Outage in Hero Network

Emergency Core Router Restart

Resolved Major

September 15, 2024 - Started over 1 year ago - Lasted about 1 hour
Official incident page

Incident Report

EMERGENCY ROUTER REBOOT at 10:45am One of our core Juniper routers at our 220 Queen Street Data Centre is in a degraded state and requires an immediate reboot to correct software problems affecting broadband customers terminating at that site. This reboot cannot be delayed as it is impacting several customers currently. This emergency maintenance will likely cause broadband and voice services outages for some customers for approximately 10 minutes.

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Latest Updates ( sorted recent to last )

RESOLVED over 1 year ago - at 09/15/2024 11:24PM

The router was successfully restarted by approximately 11am and is operating normally now. Those affected customers who were previously having problems with their Internet connections should now be fixed and back online. If any customers are still experiencing any problems then please contact our Support Team on 092420001.

IDENTIFIED over 1 year ago - at 09/15/2024 10:37PM

EMERGENCY ROUTER REBOOT at 10:45am

One of our core Juniper routers at our 220 Queen Street Data Centre is in a degraded state and requires an immediate reboot to correct software problems affecting broadband customers terminating at that site. This reboot cannot be delayed as it is impacting several customers currently. This emergency maintenance will likely cause broadband and voice services outages for some customers for approximately 10 minutes.

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