System operational

Past Incidents

16th July 2022

No incidents reported

15th July 2022

Upstream Carrier Fibre Cut - Otorohanga

Latest update:

Morning Team,

Upstream technicians have completed remedial works as of 1:54 am this morning. Connectivity should return to normal; if you are experiencing anymore issues please feel free to reach out to us on 0800 12 13 14.

History:

[2022-07-15 20:26:28 NZST] Hey Team

Civil contractors are still exposing more slack in the cable to allow technicians to have enough room for a temporary fix. Additional technicians are on site awaiting on civil works to complete for commence remedial actions. No current ETR.

We will continue to provide you further updates as we have more information.

[2022-07-15 18:53:16 NZST] Hey Team

Upstream provider technicians are have commenced work on this fault. They are exposing Fibre provided there is enough slack for the temporary joint and they will commence preparing cable in 20 minutes for jointing. An approximate ETR for this outage is 8PM this evening.

We will continue to provide you further update if there is any change to the ETR.

[2022-07-15 14:52:12 NZST] Hey Team,

Lightwire has been informed of a fibre break affecting customers in the Otorohanga area. Lightwire has raised a fault case with the local fibre provider requesting this to be investigated with urgency.

We will keep you updated as we receive further information from our upstream carrier, if you have any questions regarding this outage please feel free to contact our NOC team on 0800 12 13 14.

14th July 2022

Unplanned Incident - Intermittant Slow Speeds / Packet Loss

Latest update:

9:01am Update - Overnight works were completed successfully and as a result we believe this issue is now resolved, if you continue to experience issues, please reach out to our support team for further assistance.

History:

[2022-07-14 16:15:05 NZST] 4:10pm Update - Lightwire engineers have implemented a temporary fix with planned work scheduled to take place at 1am to resolve the issue

[2022-07-14 15:52:54 NZST] 3:50pm Update - Customers may be experiencing what may be perceived to be slow speeds or drops in connectivity. Lightwire core engineers have identified the issue and are working on a resolution.

[2022-07-14 15:29:29 NZST] Lightwire Engineers are investigating a potential issue affecting Lightwire 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.

Degraded Service due to upstream provider outage - Te Pahu Area

Latest update:

An update from our upstream provider:

Technicians observed cable has been cut while directional boring at any one of the multiple locations over a 2.32km section of Martelletti Road, Te Pahu.

Technicians have carried out additional testing to find out the exact damage location.

A civil work team will be engaged with technicians to continue the investigation.

A new ETR is under review.

History:

[2022-07-14 15:06:13 NZST] Lightwire has been made received and estimated time of resolution from our upstream provider regarding this outage.

Their current estimated time of resolution is 10.38am on Friday the 15th of July.
We will keep a close eye on their updates for any further changes and update our affected customers with any changes to the original estimated time of resolution.

[2022-07-14 11:22:57 NZST] Lightwire Engineers have been made aware of a fibre outage with our upstream provider that is affecting our Te Pahu backhaul site.
This is unfortunately causing degraded performance to your connection and will likely result in lower speed/performance until our upstream provider is able to implement a fix. We will update you with an ETR as soon as we have received it from our upstream provider.

We will be working hard to get you back on that great Lightwire connection as soon as we can! Please feel free to contact us on 0800 12 13 14 if you have any queries.

13th July 2022

No incidents reported

12th July 2022

Emergency Maintenance - Technicians on site - Matata

Lightwire Technicians are heading out to investigating an issue at our Matata site. If equipment replacement is required, you may experience a total loss of service if equipment replacement is needed.

Technicians will be on site tomorrow morning to investigate this issue.

Please feel free to contact us on 0800 12 13 14 if you have any queries.

Unplanned Incident - Tower Sector Outage - Tirohia

Lightwire has been made aware of a fault at our Tirohia Tower that has caused affected customers to experience frequent disconnections throughout today. Lightwire engineers are currently assessing the cause of the fault and will be making repairs as soon as possible to get affected customers back online.

If you have any queries regarding this please feel free to reach out on 0800 121 314

Unplanned Incident - Main link outage - Orini Road

Lightwire has been made aware of a complete loss of connection to a sector of our Orini 2 site. Customers with connections to this tower will have complete loss of service until Lightwire technicians are able to restore full capacity of the link. We currently don't have an ETR on this but will release updates as progress is made.

Please feel free to reach out on 0800 121 314 if you have any queries regarding this.

11th July 2022

No incidents reported

10th July 2022

Risk Warning - Karioi West - Backup battery level warning

Lightwire has been made aware of a weather based issue at our transmission site, our battery backup is running low and is at risk of going offline before our technicians can make it to the site with a generator. We will keep you updated if the site does go offline.

If you have any queries please contact us at support@lightwire.co.nz or 0800 12 13 14