Past Incidents

Latest update:

The Upstream Provider's latest site works have resolved the outage now, and restored all circuits. If your connection remains offline after this, please re-boot all on-site equipment. Failing that, please reach out to our Support Team on 0800 534 567.

History:

[2024-10-24 10:42:04 NZDT] The Upstream Provider has provied a new ETR for this outage, that being 11am Today (24/10/2024). We will provide further updates as they come through.

If you have any questions regarding this, please contact our Support Team on 0800 534 567.

[2024-10-24 08:05:23 NZDT] The Upstream Provider unertook further work this morning, but has not yet been able to resolve the main outage. They have not provided a new ETR yet, but we will reach out when we hear more from them.

If you have any questions regarding this, please contact our Support Team on 0800 534 567.

[2024-10-23 13:59:38 NZDT] The Upstream Provider's site work today has failed to restore connectivity, so they are planning on undertaking further work on their end between 1am - 6am Tomorrow (24/10/2024) to resolve this.

If you have any questions regarding this, please contact our Support Team on 0800 534 567.

[2024-10-23 10:08:05 NZDT] The Upstream Provider has updated us with an ETR for this, which is 7pm Today (23/10/24) to resolve this. If you have any questions regarding this, please contact our Support Team on 0800 534 567.

[2024-10-23 08:09:46 NZDT] An upstream provider has identified an issue with a piece of network equipment. They hope to resolve this issue by dispatching a Technician to investigate the site. Until this can be restored, your connection may be offline. We have not been provided an ETR yet, but we will reach out with any further updates.

If you have any questions regarding this, please contact our Support Team on 0800 534 567.

Latest update:

The Upstream Provider has confirmed that the issue is now resolved, and aren't expecting any further disruptions here. If your connection remains offline, please re-boot all on-site equipment. Failing that, please reach out to our Support Team on 0800 534 567.

History:

[2024-10-23 08:04:47 NZDT] The Upstream Provider has undertaken the reset now. Services look to be online and performing as expected. They will now monitor things for 24 hours, and if stable after that, will resolve the outage. We will reach out with any further updates.

If you have any questions regarding this, please contact our Support Team on 0800 534 567.

[2024-10-22 13:32:00 NZDT] An upstream provider has identified an issue with a piece of network equipment. They hope to resolve this issue with a reset during the next maintenance window. Some aspects of your connection may be degraded until this reset is performed.

If you have any questions regarding this, please contact our Support Team on 0800 534 567.

Latest update:

The Upstream Provider has performed that reset and resolved this issue now. Services should be back to normal operation. If you have any issues from here, please re-boot all on-site equipment, and failing that, reach out to our Support Team on 0800 534 567.

History:

[2024-10-21 15:04:36 NZDT] An upstream provider has identified an issue with a piece of network equipment. They hope to resolve this issue with a reset during the next maintenance window. Some aspects of your connection may be degraded until this reset is performed.

If you have any questions regarding this, please contact our Support Team on 0800 534 567.

Latest update:

Services were fully restored at 1038. Please get in touch if you notice any other lingering issues.

History:

[2024-10-21 09:41:32 NZDT] A technician is en route to site. Barring no further complications, we anticipate services should be restored around 1030.

We apologise for any inconveniences this may be causing and will be working hard to restore services to normal as quickly as possible. Please reach out to us at 0800 12 13 14 or at support@lightwire.co.nz with any questions.

[2024-10-20 22:56:00 NZDT] Remote attempts to remediate the disruption have been unsuccessful. A technician will be dispatched with replacement equipment first this Monday 21 October, 2024. We will update in the morning with an estimated resolution time once resource has been allocated and dispatched.

[2024-10-20 22:39:25 NZDT] Lightwire engineers are aware of an issue with the Pukeitionga radio transmission site that will be causing a complete loss of service for customers in the Waiterimu area. We are currently investigating the scope of the problem.

In the event that the disruption can not be solved remotely we will attempt to send a technician for further investigation and remediation once it is safe to do so early morning on Monday 21st October, 2024.

We apologise for any inconveniences this may be causing and will be working hard to restore services to normal as quickly as possible. Please reach out to us at 0800 12 13 14 or at support@lightwire.co.nz with any questions.

Latest update:

Services were successfully restored at 11:25am Saturday 19th October.

History:

[2024-10-19 09:39:04 NZDT] A technician has been dispatched with replacement equipment to the Tahuna radio transmission site. We are currently estimating a resolution time of 11:30am Saturday 19th October, but will update you if anything changes.

[2024-10-19 09:14:52 NZDT] Lightwire engineers are aware of an issue with our Tahuna radio transmission site that will be causing a complete loss of service for customers in the area. We are investigating the scope of the problem and will attempt to resolve this remotely.

In the event this can not be solved remotely we will attempt to send a site technician for further investigation and remediation.

We apologise for any inconveniences this may be causing and will be working hard to restore services to normal as quickly as possible. Please reach out to us at 0800 12 13 14 or at support@lightwire.co.nz with any questions.

Latest update:

The Upstream Provider has undertaken works and resolved this issue now. If you have any issues from here, please contact our Support Team on 0800 534 567.

History:

[2024-10-17 10:19:41 NZDT] An upstream provider has identified a fault that is causing degraded connection performance. They have assigned this to a technician to resolve, but have not provided an ETR yet.

If you have any questions regarding this, please contact our Support Team on 0800 534 567.

Lightwire Engineers are currently investigating a fault at our Te Puke transmission site causing service degradation.

We will be working hard to mitigate the cause of the fault as soon as we can!

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