Past Incidents

Latest update:

Lightwire engineers have attended the site and replaced a faulty piece of equipment. All services should be coming back online. We will continue to monitor for stability.

If you're still experiencing issues with your service, please contact our Helpdesk on 0800 12 13 14.

History:

[2025-11-20 13:04:33 NZDT] Our network monitoring has detected that our Waitetuna tower site has gone offline. As a result, all services connecting through this tower are also offline. Our engineers have begun investigating the cause of this outage, and we are working to resolve the issue as soon as possible. We have no ETR at this early stage.

Further updates will be provided as we gain further information. If you have additional questions, please contact our Helpdesk on 0800 12 13 14.

Latest update:

Lightwire engineers and other carriers have been monitoring the situation over the last 24 hours and are ready to consider this issue resolved. Please note that mobiles will inherently have coverage, tower congestion and other issues in certain situations. If you experience any repeated cases of quality issues from different callers on the Spark network, please contact our servcie desk at support@lightwirebusiness.com or 0800121314.

History:

[2025-11-19 19:13:42 NZDT] Update: Lightwire engineers have seen improvement in call quality from Spark mobiles in our testing. We'll re-test and monitor the situation over the next 24 hours to ensure the issue is resolved.

[2025-11-19 17:46:59 NZDT] Lightwire, the affected carriers, and inter-connect parters are still working to resolve this issue. The event has been escalated, and an expected time for resolution is still pending.

[2025-11-19 10:47:39 NZDT] Lightwire’s voice engineers are investigating an issue affecting call quality for New Zealand customers with inbound calls from the Spark mobile network. We know how important reliable calling is, and we are treating this with priority.

Our team is working closely with our carrier and inter-connect partners to confirm the cause and restore normal service as quickly as possible. We will keep you updated as more information becomes available.

Latest update:

Our upstream fibre provider has resolved the fault on their end and we can confirm our services have been restored to normal.

History:

[2025-11-13 22:35:46 NZDT] Lightwire engineers are aware of an upstream fiber outage at our Minden transmission site. Customers may experience degraded service during peak hours as our network uses backup paths.

No details have been provided from our upstream provider yet, but we will be working with them to restore services to normal.

We apologise for any inconveniences this may be causing. Please feel free to contact us at 0800 12 13 14 or at support@lightwire.co.nz with any queries. We will update this notification as more information becomes available.