Latest update:
Lightwire engineers have completed their investigations. You can find a copy of our RFO (Reason for Outage) report at the following link - Lightwire Incident Report - 08-10-2026
We apologise for the disruption and if you have any further questions or concerns please reach out to our support team on 0800 534 567.
History:
[2026-10-08 09:52:52 NZDT] Lightwire Engineers have restored connectivity to the affected services now, so we are expecting everything to be working once again.
If you have any issues from here, please let us know right away by calling our Support Team on 0800 534 567.
[2026-10-08 09:09:12 NZDT] Lightwire Engineers are aware of an issue with some 3CX PBX systems being inaccessible and not allowing calls through. We are urgently investigating this to restore connectivity and call flow. We will provide any updates as we have them.
If you have any questions regarding this, please contact our Support Team on 0800 534 567.
Latest update:
We are pleased to confirm that the intermittent inbound call quality issues affecting some customers have now been resolved.
On the evening of 12 October 2026, our upstream voice provider implemented an emergency configuration change to address the audio degradation experienced on certain inbound calls, particularly those originating from the Spark network.
The change involved adjusting the audio codecs advertised during call establishment to prevent the use of a codec suspected of contributing to the issue.
Following implementation, technical verification confirmed that the updated codec configuration was being applied correctly. Subsequent testing returned positive results, with no further audio degradation observed.
Our engineering and Service Desk teams have continued monitoring throughout 13 October 2026, with no further reports of the previously identified issue received.
Based on the successful configuration change, positive testing and absence of further reported incidents, we are satisfied that the issue has been resolved and are now closing this incident.
We appreciate the patience and understanding of all affected customers while we worked alongside our upstream network partners to investigate and resolve this issue.
Reason for Outage (RFO): If you require a formal RFO report, please contact our Service Desk to request one. A detailed report will be made available once we have received and reviewed the complete investigation findings from our upstream network providers.
If you experience any further call quality problems, please contact the Lightwire Service Desk on 0800 12 13 14 or 0800 534 567, providing the caller number, number called, date and time of the affected call, and a description of the issue where possible.
Thank you for your continued patience and understanding.
History:
[2026-10-12 18:32:04 NZDT] Earlier this evening, our upstream network partners have carried out emergency changes to address the audio quality issues. The work was completed successfully and initial testing has been positive, with no audio quality issues observed.
We will continue to monitor to ensure that the issue has been fully resolved, however, if you do continue to experience call quality issues, please get in touch with our Service Desk on 0800 12 13 14 or 0800 534 567. If you're able to provide the caller number, number called, exact date and time, and a description of the audio issue where possible, that can help track down issues sooner.
Thank you for your continued patience as we work through this issue.
[2026-10-12 16:45:53 NZDT] We are continuing to investigate intermittent audio quality issues affecting some inbound voice calls.
Our upstream network partners have confirmed that similar issues are being experienced across multiple telecommunications providers, indicating that the issue is not isolated to Lightwire services.
Investigation progress:
The underlying cause remains under investigation, and we do not currently have an estimated time for resolution.
We understand the significant disruption that poor call quality can cause, particularly for businesses relying on inbound communications, and want to reassure affected customers that this remains an active priority.
Temporary workaround: Where an inbound call experiences degraded audio, returning the call has generally resulted in normal audio quality.
We remain actively engaged with our network partners and are receiving more frequent updates as the investigation progresses. We will continue to provide further information as meaningful developments become available.
If you experience further affected calls, please contact the Lightwire Service Desk on 0800 12 13 14 or 0800 534 567, providing the caller number, number called, exact date and time, and a description of the audio issue where possible.
We appreciate your continued patience and understanding.
[2026-10-09 13:59:54 NZDT] We continue to monitor the intermittent inbound call quality issue and remain engaged with our upstream voice provider.
At this stage, we have not received any further updates from our upstream provider regarding the investigation or the underlying cause.
The issue remains under investigation, and we will provide further information as soon as it becomes available.
If you experience poor audio quality on inbound calls, please contact the Lightwire Service Desk on 0800 12 13 14 or 0800 534 567, providing the caller number, number called, exact date and time of the affected call, and a description of the audio issue where possible.
We appreciate your patience while this issue is being investigated.
[2026-10-08 11:51:42 NZDT] We are continuing to investigate intermittent poor audio quality affecting some inbound voice calls.
The upstream voice provider has confirmed that similar behaviour is being experienced by more than one of their service provider partners and is actively working to identify the underlying cause.
Call examples and recordings have been provided to assist with the investigation. One area currently being examined is whether audio codec transcoding between networks may be contributing to the degradation. This remains under investigation and has not yet been confirmed as the cause.
The issue remains intermittent. In affected cases, degraded audio has generally been observed on the inbound call, while calling the same party back has resulted in normal call quality.
We will continue working with our upstream partner and provide further updates as more information becomes available.
If you experience this issue, please contact the Lightwire Service Desk on 0800 12 13 14 or 0800 534 567 with the caller number, number called, exact date and time of the affected call, and a description of the audio issue where possible.
[2026-10-07 14:04:01 NZDT] We are investigating reports of intermittent poor audio quality affecting some inbound voice calls.
Affected calls may experience distorted, degraded or intermittent audio, while subsequent outbound calls to the same party are generally unaffected.
Our investigation so far has identified a strong correlation with calls originating from offnet network. However, the underlying cause has not yet been confirmed.
We have escalated the issue to our upstream voice carrier and are working with them to identify where the audio degradation is being introduced.
The issue is intermittent and we will provide further updates as more information becomes available.
If you experience this issue, please contact the Lightwire Service Desk on 0800 12 13 14 or 0800 534 567 with the caller number, number called, exact date and time of the call, and a description of the audio issue where possible.
No incidents reported
No incidents reported
No incidents reported
No incidents reported
An Upstream Carrier has made us aware of a potential outage on their network in the Tauranga West area. They are currently investigating this, but have not yet provided an ETR. We will provide any updates as we receive them.
If you have any questions regarding this, please reach out to our Support Team on 0800 534 567.
Latest update:
Lightwire engineers had disabled Intrusion Detection on our voice platform on 01/10/2026 at approximately 12:30, and no recurrence of the issue has been seen since.
Further testing will be implemented before this functionality is re-enabled.
History:
[2026-10-01 12:58:43 NZDT] Lightwire had received reports of intermitted outbound calling and registration issues this morning.
The cause appears to be a malfunction in the Intrusion Detection System on our core voice platform which is incorrectly blocking some IP addresses in our hosted 3CX space. Our platform engineers are still actively investigating this incident.
[2026-10-01 12:21:55 NZDT] Lightwire Engineers are investigating a potential issue affecting voice services. We don't have much detail just yet sorry, but senior engineers are looking into it with urgency and we will provide more information as soon as possible.