While Telecom celebrated its rebranding campaign, round 5000 homes and businesses in east Auckland spent most of Monday without broadband early morning to 8pm in the evening.
“There was a fibre optic cable damaged this morning about 2km from Otara, which meant about 5000 customers around that area have lost DSL broadband,” said Telecom spokesman Ian Bonnar late yesterday afternoon.
DSL runs over old copper phone lines, which in turn feed into Telecom's fibre network.
Telecom customer Murray Hunt, director of AVW/CINZ, based in East Tamaki - a key business and light industrial hub - told NBR his company lost its internet connection at 9.40am.
AVW sells AV and broadcast gear, and the company was able to “jury-rig a satellite VSAT connection on our roof so our people could get some work done,” said Mr Hunt.
Others weren’t so lucky.
At 4.15pm, with his landline broadband still down, Mr Hunt called Telecom’s help desk. He says he was told that the problem, affecting connections in Botany Downs and East Tamaki “was getting larger and larger”. It was now affecting 13,000 customers
Buddy, I can spare you some broadband
Mr Hunt said he found the blackout ironic, in that Telecom's new network service contractor, Visionstream, had an office just six doors down the road.
"I wonder if they have service? Maybe I should offer them a link?" said the director.
Telecom's Mr Bonnar said the Visionstream-related industrial dispute had no impact either way on the speed with which the fibre cut was being addressed.
“It usually takes a few hours to locate, prep and then rejoint a fibre cut,” said Mr Bonnar. Voice and mobile services were unaffected.
The fault was finally fixed at 8pm.
The cause is still unknown.
Telecom's broadband terms and conditions only allow for automatic compensation if a broadband outage lasts longer than 24 hours.