Telecom says the problems with outages on its JetStream service have been caused by difficulties with its transport network in Wellington, which routes traffic throughout the country.
It was unclear how many users were affected, but yesterday afternoon some Wellington and South Island users couldn't access the service and this morning some Wellington and Auckland users woke to find it unavailable.
In a statement this afternoon Telecom said it has put measures in place to restore service to customers and was working on a permanent solution to the problem. It did not elaborate on what the measures were.
“If customers experience a problem with their internet connections, they should seek assistance from their ISP,” the statement said.
Paradise clients were especially hard hit, but users of other ISPs have also been affected - on Xtra's help page this morning, it was stated there was an issue with JetStream, that the problem was intermittent and technicians were "currently working on the issue."
Trevor Whitlow, a Canterbury home business JetStream client, says that early yesterday afternoon, he noticed he couldn't access the internet and incoming emails had stopped arriving.
"I have three active PCs here and they connect via an external router.
"My router was indicating DSL was present and the link was up and all PCs were checked."
Whitlow says he checked the Xtra website, which said there were no problems and then fault found the router, "without success."
Upon phoning Xtra, he says he was told Wellington customers may be experiencing difficulties logging on to JetStream.
"I assumed that in the Christchurch area, all was well and continued fault finding."
He says another call to Xtra showed the message had been changed to say Wellington and South Island customers should now be able to log on and would need to re-boot their modems.
He says the time spent fault-finding was wasted and "had I known it [the outage] affected me, I would have done something else that did not involve the use of JetStream."
Today a notice on the JetStream usage meter page warned users there were problems with the meter and that it might not accurately reflect current usage.