Connectivity was restored to approximately 8,000 homes and businesses in West Auckland on Sunday, following a day-long internet outage caused by damage to multiple Chorus network cables. The disruption, which began around 5:30 a.m. On Saturday, impacted residents in Te Atatū, Henderson, and Massey, as well as several coastal communities west of the city.
Chorus, New Zealand’s fixed-line telecoms and infrastructure company, initially described the incident as a “one-off localised fault.” The company confirmed that both copper and fibre-optic cables sustained damage, creating a complex repair scenario due to the location and number of affected lines. “Our crews are working as hard as they can to ensure the impact is as short as possible,” a Chorus spokesperson stated. “We recognise how vital connectivity is to people’s daily lives and appreciate everyone’s patience and understanding as we work to restore communications as quickly as possible.”
However, the response time drew criticism from at least one affected resident. “The outage was widespread and Chorus was made aware at 5.45am,” the resident said. “They didn’t appear to do much about it until 2pm when traffic management was set in place. Technicians only arrived on site at 3pm. What I’d like to know is why it took almost 12 hours for technicians to start work?”
Responding to the criticism, a Chorus spokesperson explained that a significant amount of diagnostic and restoration work occurs “behind the scenes” and is not immediately visible to the public. The spokesperson stated that a technician was at the nearest exchange before 7 a.m. On Saturday to pinpoint the fault, and field crews were on-site before 9 a.m.
The outage left nearly 7,500 customers without internet access via fibre connections, according to Radio New Zealand. While Chorus crews worked to restore service, the company did not provide a detailed timeline for specific areas within the affected zones. Repairs were largely complete by late Saturday night, with service expected to be restored for the vast majority of affected customers within 30-60 minutes if not already back online, according to a Saturday night statement.