How PureLink Helped a Local Petrol Station Get Back Online

When your internet goes down during business hours, every minute counts. For a local petrol station, a frustrating two-and-a-half hour outage was costing real money and no one could agree on who was responsible.

Here's how PureLink stepped in, diagnosed the issue remotely, and got them back online.

The Call

At around 8:50am, a local petrol station called PureLink with their internet service completely out. They weren't happy. Their IT company had pointed the finger at PureLink as the cause of the outage, and understandably, the customer was frustrated and looking for answers.

Our Hamilton-based customer service team - local Kiwis who understand the urgency of keeping NZ businesses running - stayed calm, ran a series of remote diagnostic tests, and quickly identified that the issue wasn't on PureLink's end at all. The culprit? A powered-off Fibre ONT, the small device that connects a building to the fibre network.

The Challenge

Here's where it gets tricky. PureLink provides the internet connection, but all on-site hardware and IT support for the petrol station is managed by a separate company. That means PureLink has no ability to log into or remotely access any of the customer's equipment. Our service technically ends at the ONT.

With two different companies involved and neither able to physically access the site, it was a classic case of finger-pointing and the customer was caught in the middle, losing sales by the minute.

The Solution

Rather than leaving the customer to figure it out alone, our team went the extra mile. When the petrol station called back about an hour later, they had located their main router. From there, our team walked them through exactly how to trace back to the Fibre ONT - step by step, over the phone.

Once located, the customer plugged the ONT into a different power point. Within moments, the connection was restored.

By 11:30am, the petrol station was back online.

The Outcome

The customer estimated they had lost several thousand dollars in sales during the outage - a stark reminder of just how critical reliable connectivity is for a busy retail site.

After getting back online, the customer called back, this time to apologise for the frustration earlier in the day. A stressful situation had turned into a positive experience, resolved through clear communication and a willingness to go beyond what was strictly required.

The Takeaway

Internet outages are rarely straightforward, especially when multiple providers and IT companies are involved. What makes the difference is having a connectivity partner who doesn't just say "it's not our problem", but stays on the line until the problem is solved.

At PureLink, that's exactly what we do. Our customer service team is based right here in Hamilton - local Kiwis who are just a phone call away when you need them most.

Is your business prepared for an unexpected outage? Get in touch with our team today to make sure you have the right support in place.

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