Past Incidents

Latest update:

Contrary to our earlier update, we will now attempt to visit the site this evening assuming we can do so safely. At this stage, our updated estimated time of resolution is 1900 tonight or shortly thereafter.

History:

[2026-10-10 17:25:44 NZDT] Lightwire engineers have been unable to resolve the issue remotely, and are planning to send a technician to site to investigate the site fault. Due to health and safety reasons, this site visit will not be able to take place until tomorrow (Sunday) morning. At this stage, the technician will plan to be there early morning, with an estimated time of resolution of 0900, Sunday 11th October.

We again apologise for the inconvenience and appreciate your patience at this time.

[2026-10-10 17:00:44 NZDT] Lightwire engineers have detected an outage at our Parawera radio tower. The cause is unknown, and under remote investigation.

Broadband connectivity facilitated by this site will be offline until the issue is resolved. We will provide further information as we learn it.

We apologize for the inconvenience, and will be working to get you back online as soon as possible. Please feel free to contact us on 0800 12 13 14 (during business hours) or at support@lightwire.co.nz if you have any queries.

Lightwire is aware of an upstream equipment fault affecting our Tirohia transmission site. Lightwire technicians are currently working on it but we as yet do not have an estimated restoration time.

During this period until the fault is resolved, your broadband service performance may be degraded during peak times as our network fails over to use backup paths. Our engineering team is actively working to minimise the impact.

We apologise for any inconvenience, and we'll keep you updated as the situation develops. If you have any questions, don't hesitate to reach out at 0800 12 13 14 or support@lightwire.co.nz.

Latest update:

Earlier this evening, our upstream network partners have carried out emergency changes to address the audio quality issues. The work was completed successfully and initial testing has been positive, with no audio quality issues observed.

We will continue to monitor to ensure that the issue has been fully resolved, however, if you do continue to experience call quality issues, please get in touch with our Service Desk on 0800 12 13 14 or 0800 534 567. If you're able to provide the caller number, number called, exact date and time, and a description of the audio issue where possible, that can help track down issues sooner.

Thank you for your continued patience as we work through this issue.

History:

[2026-10-12 16:45:53 NZDT] We are continuing to investigate intermittent audio quality issues affecting some inbound voice calls.

Our upstream network partners have confirmed that similar issues are being experienced across multiple telecommunications providers, indicating that the issue is not isolated to Lightwire services.

Investigation progress:

• The issue has been escalated for further investigation between the relevant network providers.
• Additional network tracing has been enabled, and we have successfully captured an affected call for detailed technical analysis.
• Our engineering team has been investigating potential workarounds. An initial proposed change was ruled out following testing, as it presented a risk of introducing further service disruption.

The underlying cause remains under investigation, and we do not currently have an estimated time for resolution.

We understand the significant disruption that poor call quality can cause, particularly for businesses relying on inbound communications, and want to reassure affected customers that this remains an active priority.

Temporary workaround: Where an inbound call experiences degraded audio, returning the call has generally resulted in normal audio quality.

We remain actively engaged with our network partners and are receiving more frequent updates as the investigation progresses. We will continue to provide further information as meaningful developments become available.

If you experience further affected calls, please contact the Lightwire Service Desk on 0800 12 13 14 or 0800 534 567, providing the caller number, number called, exact date and time, and a description of the audio issue where possible.

We appreciate your continued patience and understanding.

[2026-10-09 13:59:54 NZDT] We continue to monitor the intermittent inbound call quality issue and remain engaged with our upstream voice provider.

At this stage, we have not received any further updates from our upstream provider regarding the investigation or the underlying cause.

The issue remains under investigation, and we will provide further information as soon as it becomes available.

If you experience poor audio quality on inbound calls, please contact the Lightwire Service Desk on 0800 12 13 14 or 0800 534 567, providing the caller number, number called, exact date and time of the affected call, and a description of the audio issue where possible.

We appreciate your patience while this issue is being investigated.

[2026-10-08 11:51:42 NZDT] We are continuing to investigate intermittent poor audio quality affecting some inbound voice calls.

The upstream voice provider has confirmed that similar behaviour is being experienced by more than one of their service provider partners and is actively working to identify the underlying cause.

Call examples and recordings have been provided to assist with the investigation. One area currently being examined is whether audio codec transcoding between networks may be contributing to the degradation. This remains under investigation and has not yet been confirmed as the cause.

The issue remains intermittent. In affected cases, degraded audio has generally been observed on the inbound call, while calling the same party back has resulted in normal call quality.

We will continue working with our upstream partner and provide further updates as more information becomes available.

If you experience this issue, please contact the Lightwire Service Desk on 0800 12 13 14 or 0800 534 567 with the caller number, number called, exact date and time of the affected call, and a description of the audio issue where possible.

[2026-10-07 14:04:01 NZDT] We are investigating reports of intermittent poor audio quality affecting some inbound voice calls.

Affected calls may experience distorted, degraded or intermittent audio, while subsequent outbound calls to the same party are generally unaffected.

Our investigation so far has identified a strong correlation with calls originating from offnet network. However, the underlying cause has not yet been confirmed.

We have escalated the issue to our upstream voice carrier and are working with them to identify where the audio degradation is being introduced.

The issue is intermittent and we will provide further updates as more information becomes available.

If you experience this issue, please contact the Lightwire Service Desk on 0800 12 13 14 or 0800 534 567 with the caller number, number called, exact date and time of the call, and a description of the audio issue where possible.