Past Incidents

Latest update:

The issue affecting inbound support queries has been resolved, and systems are now operating normally. If you continue to experience any problems, please give us a call on 0800 12 13 14 for New Zealand or 1300 016 678 for Australia.

History:

[2025-09-22 16:02:54 NZST] We are still experiencing issues with inbound support queries not creating new support tickets or updating existing ones. Our team continues to work closely with our vendor to identify the root cause and implement a resolution. In the meantime, if you require assistance, please contact us directly by phone 0800 12 13 14 for New Zealand and 1300 016 678 for Australia. We’ll provide further updates here as soon as they become available.

[2025-09-22 15:13:49 NZST] We are currently experiencing an issue where some incoming support tickets are not being created as expected. Our team is actively working with our vendor to identify the cause and implement a resolution. If you require support, please contact our support team via phone on 0800 12 13 14 for NZ or 1300 016 678 for Australia. We will provide further updates as soon as they become available.

Latest update:

Lightwire technicians have attended site and remediated the fault. Engineers have confirmed services have been restored to normal and will continue to monitor for stability.

If you are still encountering any connectivity issues or have any questions, please feel free to reach out to us at 0800 12 13 14 or at support@lightwire.co.nz.

History:

[2025-09-19 11:30:23 NZST] Lightwire technicians will be attending site as soon as possible on Monday, September 22nd to investigate this fault further and replace equipment if necessary.

If equipment replacement is necessary customers should anticipate a service outage of up to 30 minutes. We will update this notification on Monday if an outage is required.

We apologise for any inconveniences this may be causing and are working hard to restore services to normal as quickly as possible.

Please feel free to reach out to us at 0800 12 13 14 or at support@lightwire.co.nz with any queries.

[2025-09-19 09:47:58 NZST] Lightwire engineers have discovered a fault on equipment at our Kaimai transmission site. Services may be degraded due to this. Remote investigations are ongoing but we believe a site visit will be required to remediate this problem.

We will update this notification when more information becomes available. We apologise for any inconveniences this may be causing and are working hard to restore services to normal as quickly as possible.

Please feel free to reach out to us at 0800 12 13 14 or at support@lightwire.co.nz with any queries.

Latest update:

The Upstream Carrier has worked with us to resolve this now, and there are no further disruptions or issues expected here.

If you have any issues from here, please reach out to our Support Team on 0800 534 567.

History:

[2025-09-16 14:45:52 NZST] The Upstream Carrier has confirmed that the issues they were seeing resolved at 12.52PM Today (16/09/2025). They will continue to monitor the performance over the next 24 hours to confirm if this is resolved.

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

[2025-09-16 14:16:59 NZST] An Upstream Carrier has made us aware of an issue on their network that may cause intermittent loss of service, or degraded service quality. Their technicians are urgently 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.

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.