Past Incidents

Latest update:

Restart is complete. Packet loss has cleared. We will resolve this incident but further updates can be expected tomorrow.

Once again, apologies for any inconveniences.

History:

[2022-07-25 11:52:44 NZST] Unfortunately one of our BNG servers has been experiencing issues today. Whilst the team has done our best to reduce the impact of this, it is expected without a restart of the BNG the packet loss issue will continue to get worse as the day progresses. The packet loss is currently measured at between 0.0 and 0.8 percent for different customers we monitor.

It is our opinion that the experience will degrade during the day, so instead we aim to restart the affected BNG at 12:30 NZST, when hopefully the most number of people are at lunch. The restart will cause your PPPoE connection to disconnect, and you will be able to immediately be able to connect again. In practice, routers appear to take 30 seconds to 5 minutes to reconnect, with the median being about 2 minutes.

Lightwire has observed increased instability with the platform and thus far has not had an acceptable response from our vendor providing the platform, accordingly, Lightwire has a meeting with the CEO of the Vendor tomorrow to make our point on this issue. Lightwire has also started work in parallel on alternative solutions should this be the required path to deliver a service at the level we expect. We are also considering temporary work arounds which will dramatically reduce the chances of this issue recurring within business hours.

We apologies for the inconveniences these issues might be causing you, and you can be assured we are working hard to address these issues permanently.

[2022-07-25 11:50:37 NZST] The Lightwire Core Network team has implemented a solution and packet loss has been minimized - an update will follow shortly.

[2022-07-25 11:45:29 NZST] Lightwire Engineers have advised that this is still under investigation. We will provide another update within the hour.

[2022-07-25 10:44:48 NZST] Lightwire Engineers have been made aware of packet loss on one of our BNGs this morning and are actively troubleshooting the issue. Due to this you maybe experiencing some loss on your circuit. We will keep you updated.

If you have any questions or concerns feel free to reach out to our team at 0800 12 13 14.

Lightwire has been informed of a fault discovered on our upstream providers network that may be impacting your connection. Our upstream has provided an ETR for this issue of 2:30 pm today 21/07/2022.

If you are still experiencing a loss of service at the end of the works window, please reset your on-site equipment in the first instance, and contact our service desk in the event of no resolution. We thank you for your understanding.

Upstream provider will be had advised Lightwire of an outage to parts of its network that occurred this morning. It is expected that service will be unavailable until this incident is resolved by technicians later today afternoon.

If your connection remains offline after the specified outage period, please reboot all on-site equipment. If your connection remains offline after this step, please do not hesitate to contact our support number.