Some Wellington cable customers of Paradise Net were deprived of service for more than 10 hours on October 16 and 17 while technicians chased a fault through the TelstraClear ISP's system.
"They initially thought the problem was in the head-end controller," says TelstraClear spokesman Mathew Bolland.
The controller device connects to an IP router that sends and receives data from the internet.
"They reinitialised that, which only takes a few minutes, almost like rebooting a PC. It didn’t fix the fault, so they replaced the hardware, and the problem was still there."
The technicians then transferred their attention to another, linked, processor and reinitialised that. The fault persisted. It was eventually traced to a misconfiguration in the link between the two devices, Bolland says.
"They sorted that out, and by that time it was 3:30 in the [Thursday, October 17] morning."
The fault first emerged about 5pm on Wednesday, says TelstraClear, and the estimate from the helpdesk at around 6.30pm was that it would be fixed within "20 minutes; half an hour at most".