Past Incidents

Latest update:

We have had confirmation that there has been an outage in your area due to multiple fiber cuts. This has resulted in congestion and service disruption, which may impact your service over the next few days.

Please be assured that Lightwire and our backhaul providers are actively working to minimize disruption by restoring primary paths and rerouting traffic through alternate paths.

However, this may result in slower service or other issues while the congestion and primary connectivity are being addressed.

We understand the inconvenience this may cause and apologize for any disruption to your operations or activities.

We will continue to provide updates on the progress of the outage resolution and appreciate your patience and understanding during this time.

For more updates and information on services impacted by Cyclone Gabrielle, please see:

https://www.lightwirebusiness.com/blog/cyclone-gabrielle-impact-on-network-connectivity-installations/

History:

[2023-02-15 12:17:53 NZDT] Dear valued customers,

We are writing to inform you of an ongoing outage that may be impacting your services. Currently, the Napier backhaul/region is experiencing high latency, which is causing delays and potentially lost data packets. As a result, you may be experiencing issues with your connection that rely on this network.

Our engineers are working diligently to resolve the issue and restore normal service as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience as we work to resolve this issue.

We will provide you with updates on the status of the outage as soon as we have more information

Thank you for your understanding and cooperation.

Latest update:

Mains have been permanently restored to this site. As such, we have resolved this notification. We are continuing to monitor mains status across our network and will advise if we expect any disruptions to occur again.

Thank you for your understanding and patience.

Please contact us at support@lightwire.co.nz or 0800 12 13 14 with any queries

History:

[2023-02-15 12:21:54 NZDT] Batteries at this transmission site have been swapped. Due to the uncertainty around when mains power will be restored here, we will leave this notification in place to update with more information as we receive it.

Please contact us at support@lightwire.co.nz or 0800 12 13 14 with any queries

[2023-02-15 10:37:09 NZDT] Lightwire technicians have arrived at site and will be performing a fresh battery swap. You may experience a short outage of up to 20 minutes while we perform this work.

Please contact us at support@lightwire.co.nz or 0800 12 13 14 with any queries

[2023-02-15 09:13:38 NZDT] Lightwire's Otorohanga transmission site is nearing battery depletion due to sustained mains outages in the area.

Lightwire technicians are planning to attend site today to charge batteries in preparation of further mains disruption to the area, but there is a chance the site may go offline before we are able to attend. Should this happen, customers with power in this area can expect a total loss of internet service.

We apologize for any additional disruption this may cause in the current situation, but will be working to get you back online as quickly as possible.

Please contact us at support@lightwire.co.nz or 0800 12 13 14 with any queries

Latest update:

Mains have been permanently restored to our Otorohanga transmission site. As such, we have resolved this notification. We are continuing to monitor mains status across our network and will advise if we expect any disruptions to occur again.

Thank you for your understanding and patience.

Please contact us at support@lightwire.co.nz or 0800 12 13 14 with any queries

History:

[2023-02-15 12:22:58 NZDT] Batteries at the Otorohanga transmission site have been swapped. Due to the uncertainty around when mains power will be restored there, we will leave this notification in place to update with more information as we receive it.

Please contact us at support@lightwire.co.nz or 0800 12 13 14 with any queries

[2023-02-15 09:10:39 NZDT] Lightwire's Otorohanga transmission site has experienced sustained mains failure and is nearing battery depletion. This site is an arterial route for service in the Te Kuiti region, should it go offline you may experience service degradation.

Lightwire technicians will be attending site today to replace the battery backup, but may not be able to reach site before it goes offline.

We apologize for any disruption this may cause, but will be working hard to return services to normal.

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

Lightwire's Waikaretu Valley transmission site is nearing battery depletion due to the sustained mains outage in the area.

Lightwire technicians are planning to attend site today to charge batteries in preparation of further mains disruption to the area, but there is a chance the site may go offline before we are able to attend. Should this happen, customers with power in this area can expect a total loss of internet service.

We apologize for any additional disruption this may cause in the current situation, but will be working to get you back online as quickly as possible.

Please contact us at support@lightwire.co.nz or 0800 12 13 14 with any queries

Latest update:

With the worst of the weather behind us, we are seeing stability return to our network with the exception of a few pockets around the Waikato and Bay of Plenty. Customers in those regions will receive specific updates on the progress and restoration of service once all issues are addressed.

Thank you for your continued patience during this event and if you are still facing issues, please contact our support team as soon as possible.

History:

[2023-02-15 10:09:30 NZDT] Customers in both the Thames and Huntly regions may be experiencing a loss or degradation of service due to loss of power to our towers in those regions, technicians are already scheduled to attend both sites today with backup power to restore connectivity.

Customers in the Otorohanga region may also experience a loss in service as we are running dangerously low on backup power to our equipment, however we do have a technician scheduled to attend the site today with the aim to increase backup power connectivity.

[2023-02-14 14:53:24 NZDT] Technicians have completed work on our Dixon Road site, meaning customers in the Te Ākau region should have restored connectivity. If your power has returned but your internet connection has not, please get in touch with our support team for further assistance.

As a general warning to all customers, we still have a large number of towers that do not have mains power due to outages in their respective areas. However each site is running on backup power for the foreseeable future. We believe we should not lose any of these towers overnight due to loss of power, but will continue to monitor the situation.

[2023-02-14 14:00:43 NZDT] Technicians have completed work at our Scotsman Valley location and connectivity has been restored to the tower. If you have power, but still do not have internet connectivity, please get in touch with our support team for further assistance.

For those customers in the Pukehina and Pongakawa regions, we have lost power to our site and have switched to backup power in the meantime. If mains power is not restored, we estimate that backup power will run out overnight. We will continue to update as more information comes to light.

[2023-02-14 12:11:18 NZDT] This is a general notice to all Lightwire customers that we are seeing pockets of our network that are at risk of service degradation due to the ongoing effects of Cyclone Gabrielle. Engineers and field techs are responding as quickly as they can to rectify issues as they present themselves, and we will continue to update this status page with more information as it becomes available.

We have technicians onsite at out Scotsman Valley location as we speak and we expect service to be restored within the next 30 mins.

Connectivity at our Kaiaua North site has also been recently restored.

Thank you for your continued patience

Latest update:

Lightwire technicians have been able to make it to the Waingaro repeater site and have successfully replenished the on-site battery backup supply.

This should provide enough power to run the site for an estimated 1.5-2 days at this stage to counteract the mains power outage the area is currently experiencing.

We will keep affected customers updated on the situation as it progresses but feel free to reach out on 0800 12 13 14 if you have any queries between now and the next update.

History:

[2023-02-14 15:06:28 NZDT] Lightwire has become aware that the remaining backup power supply to our Waingaro repeater site is expected to deplete fully in the next hour.

Unless the mains power in the region is restored this will mean a complete loss of service for affected customers. The repeater site is currently inaccessible due to road closures in the region and as such Lightwire technicians are unable to install a backup generator on site.

Lightwire technicians will be monitoring the access to the site and attending it as soon as possible if the roads are opened before mains power is restored to the site.

We will be working hard to get you back on line as soon as we can! Please feel free to contact us on 0800 12 13 14 if you have any queries.

[2023-02-14 10:55:27 NZDT] Lightwire has been informed of an outage to mains power supplying the Waingaro transmission site. While our site has backup battery power, there is a chance that in the event of an extended outage, or factors outside of Lightwire's control, you may lose your connection.

We will be working hard to get you back on line as soon as we can! Please feel free to contact us on 0800 12 13 14 if you have any queries.

Lightwire has been informed of an outage to mains power supplying the Waikeria transmission site. The site will remain offline until power is restored.

Please feel free to contact us on 0800 534 567 if you have any queries.

A mains power outage supplying our Te Miro backhaul site has resulted in the battery backup depleting, this site has now gone offline.

We will be working hard to get you back on line as soon as we can! Please feel free to contact us on 0800 12 13 14 if you have any queries

Lightwire Engineers are currently investigating a fault at our Scotsman Valley Transmission Site, causing an outage to your connection.

We will be working hard to get you back on line as soon as we can! Please feel free to contact us on 0800 12 13 14 if you have any queries.

Lightwire engineers are currently investigating a possible fault at our Dixon Road transmission site causing an outage to your connection. A Lightwire technician will need to visit and will be dispatched as soon as it is safe to do so tomorrow morning. Thank you for your patience

Latest update:

Lightwire technicians have replaced the faulty equipment and the transmission site is

History:

[2023-02-13 20:18:41 NZDT] Lightwire Engineers are currently investigating a possible fault at our Kaiaua North Transmission Site, causing an outage to your connection.

We will be working hard to get you back on line as soon as we can! Adjacent sites will be using back up pathways until this is resolved. Please feel free to contact us on 0800 12 13 14 if you have any queries.

Latest update:

3:32pm NZT - We are seeing services come back online in the region, however with the continued severe weather, disruptions to power may be experienced in the future. If your power has come back online but your internet connectivity has not been restored, please reach out to our support team for further assitance.

History:

[2023-02-13 13:55:34 NZDT] 1:55pm NZT - We are continuing to monitor the situation in the region however power disruptions still appear to be widespread with no ETA on restoration times for the local power companies.

[2023-02-13 12:04:41 NZDT] 12:01pm NZT - A correction to our previous update, this outage is not limited to fibre customers and is affecting a variety of Lightwire services leading us to believe that these outages are related to power outages in the Pokeno, Miranda and Coromandel regions. The information is corroborated by power outages reported by WEL Networks and Counties Energy. We will continue to monitor the situation however we have no ETA on when power will be restored to the area.

[2023-02-13 11:06:47 NZDT] 11:04am NZT - Please be advised that we are seeing alerts for a number of fibre services go offline in New Zealand's North Island region. Engineers are currently investigating and trying to determine the root cause, more updates will be provided as we learn more

[2023-02-13 10:57:46 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.