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Telecom Update on Service Issues

Telecom Update on Service Issues - 5.20pm

Telecom has now resolved a hardware failure and our call centres, website and other online customer support are now available. Telecom apologises to all those customers who have been affected in any way by today’s problems.

During today’s outage, calling, text, mobile data and most broadband services have continued as normal.

Earlier today Telecom experienced a significant hardware fault with a vital piece of equipment in our Auckland central data centre. This fault meant that Telecom’s customer support channels – such as call centres, website, and other online services - were down for most of the day. Services were restored progressively from early to mid-afternoon.

The fault also limited internet access for some corporate customers. Some home broadband customers, whose network settings mean they also rely on the faulty piece of equipment to access the internet, may also have noticed their access to some internet sites was intermittent over the day.

Unfortunately, the fault coincided with upgrade work that Telecom carried out over the weekend on its prepaid mobile network. This planned work meant that prepaid customers have been temporarily unable to access some Telecom services, such as the ability to top up their phone credit. That work was due to end this morning, but Telecom had to delay bringing these services back on when the equipment fault occurred.

Telecom now intends to complete the upgrade work on the prepaid mobile system overnight tonight. Telecom assures prepaid customers who are due to top up that they can continue to use texts, call minutes and data as they usually would despite the upgrade issue.

Telecom has rostered extra call centre staff on this evening to assist with any backlog in customer support needs.


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