Latest update:
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.
History:
[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.
