Past Incidents

Latest update:

Lightwire engineers have completed the hardware reload and resolved the issue and will continue to monitor the service. This incident has been resolved. We would like to apologize for any inconvenience caused by this event.

History:

[2022-11-15 07:15:30 NZDT] Incident in Hamilton Metro. Engineers are about to reset a core device to eliminate it as the issue. Doing it now before business hours.

[2022-11-15 05:39:50 NZDT] 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.

Latest update:

Lightwire engineers have observed 48 hours of stability with the repaired equipment, as such we are comfortable to resolve this notification.

A future works notification with sufficient lead time will be supplied prior to any further works on site.

For queries or concerns, please contact us at 0800 12 13 14 or support@lightwire.co.nz

History:

[2022-11-14 15:33:59 NZDT] Lightwire Technicians have performed further repairs today and were successful in restoring internet services. At this time we do not anticipate further disruption to your service, but a future visit will be required to finalize repairs on a non-service impacting piece of equipment.

We sincerely apologize for the delay of service restoration but appreciate your patience as we worked towards a resolution. This outage notification will remain open for a short period of time as we monitor the repairs for stability and will use it should further information need to be relayed.

If you are experiencing any issues with your service please do not hesitate to reach us at 0800 12 13 14 or support@lightwire.co.nz

[2022-11-12 13:19:17 NZDT] Lightwire Technicians attended site again today to perform repairs. Unfortunately we were unsuccessful in these repairs and have been unable to restore services at this time.

Due to the nature of the extensive fault in question, Lightwire will be sending Technicians again on Monday Nov 14th to continue repairs to restore services to normal.

We again apologize for this disruption and will be working to restore service back to normal as quickly as we are able. For queries or concerns, please contact us at 0800 12 13 14 or support@lightwire.co.nz

[2022-11-11 17:27:57 NZDT] Lightwire engineers are aware of multiple equipment faults at one of our Kinleith repeater sites. Lightwire technicians were dispatched earlier today and we were able to provide a resolution to known faults at the time. Unfortunately further equipment failed after technicians had left site.

We will be unable to return to site today due to a lack of remaining daylight hours and poor weather. We will be attempting to visit site tomorrow, otherwise we expect to be able to return to site on Monday, November 14th.

We apologize for this disruption and will be working to restore service back to normal as quickly as we are able. For queries or concerns, please contact us at 0800 12 13 14 or support@lightwire.co.nz

Latest update:

[Emergency Maintenance] Lightwire technicians will be able to safely attend site today to investigate and replace faulty equipment this morning. Repairs may require an outage of up to a 45 minutes, which we estimate to occur between 10:30am and 12pm at this time.

We will be working hard to restore services to normal as quickly as possible. If you have any questions or concerns please reach out to us at 0800 12 13 14 or at support@lightwire.co.nz.

History:

[2022-11-11 12:42:24 NZDT] Due to the current weather conditions near the tower, Lightwire has deemed it too high of a health and safety risk to visit the site at this time and are unable to perform the emergency maintenance. The works will be postponed to Monday the 14th of November.

[2022-11-11 10:59:59 NZDT] [Emergency Maintenance] Engineers have further identified an issue on site causing brief intermittent outages to all customer services. Lightwire technicians will be investigating and replacing any faulty equipment this afternoon. Repairs are likely to require an outage of up to a 45 minutes, which we estimate to occur between 1pm and 3pm at this time.

We will be working hard to restore services to normal as quickly as possible. If you have any questions or concerns please reach out to us at 0800 12 13 14 or at support@lightwire.co.nz.

[2022-11-10 17:18:28 NZDT] Lightwire Engineers have become aware of a fault on our transmission link at Wairakau. Engineers are currently investigating the root cause but until a fix is implemented you may experience intermittent connection quality or degraded service.

We will be working hard to get you back up and running but if you have any questions or concerns in the meantime please reach out to us at 0800 12 13 14.