Past Incidents

Lightwire has been informed of a local power outage affecting our Titanium Park transmission site in Rukuhia. While we have battery backup here, in the event of a prolonged outage, our site may go offline and you could experience an outage to your service.

WEL networks has listed an ETR of 3pm today at this time.

Please reach out to us at 0800 12 13 14 with any queries.

Latest update:

While this is still an ongoing issue, we will be closing off this unplanned incident. However we will continue to update our blog post with relevant information as it is made available to us. If you have any further questions, please do not hesistate to reach out to our support team.

History:

[2023-04-03 08:59:05 NZST] 3CX has provided a guide to assist with removing the 3CX Desktop Application: https://www.3cx.com/blog/news/uninstalling-the-desktop-app/

3CX's recommended actions continue to be:

1. Uninstall the 3CX Electron Desktop Application from all Windows or Mac OS computers. (Note this does not include the older 3CXPhone for Windows client)
2. Continue AV scans and EDR solutioning in your organization's networks for any potential malware with the latest signatures.
3. Switch to using the PWA web client app rather than Desktop App.
   1. For installation, log in to the 3CX Web Client
   2. Click “Install 3CX” on top of your address bar. It doesn’t require installing any binary and runs within your browser sandbox.

[2023-04-01 08:50:29 NZDT] Google has invalidated the certificate used to sign 3CX Windows software, so for the time being multiple 3CX software installers will show as unsafe software if being downloaded. The Web client and PWA (Progressive Web App) are still the best way to access a softphone on a Windows or Mac machine.

For more, please see 3CX's post: https://www.3cx.com/blog/news/chrome-blocks-latest-msi/

[2023-03-31 13:46:09 NZDT] We have more information on the situation, as well as the steps we're taking can be found at our blog - which we will continue to update with relevant information in the future.

[2023-03-30 19:12:43 NZDT] There has been an acknowledgement from 3CX that the most recent version of the 3CX Desktop App, version 18.12.416, is the one affected. The recommendation from 3CX is to uninstall this manually, and they are working to release an updated application shortly.

In the event that this version has been installed, we recommend doing a malware scan on the affected machine at minimum.

[2023-03-30 18:15:56 NZDT] Further on from our earlier update, we have identified a small number of PBXs that we know to be affected by this security issue and we are in the process of reaching out to those customers directly to talk through next steps. However as there has been limited word from 3CX regarding this incident, we cannot be 100% certain that other PBXs have not been affected. We are continuing to monitor this situation very closely and will continue to provide updates as they come to light. We have also added a post to our blog which also provides some more information and if you have any questions, please do not hesitate to reach out to our support team or your account manager.

[2023-03-30 15:31:04 NZDT] We have published more information here: https://www.lightwirebusiness.com/blog/security-advisory-3cx-desktop-app/

As we're provided with more information, we'll update this event and the blog.

[2023-03-30 12:48:01 NZDT] Lightwire has become aware of a possible security issue affecting the 3CXDesktopApp softphone client for PC.

Our recommendation is that any end users with the 3CX Desktop Application (version 18) for Windows and Mac OSX, uninstall it for the time being until more is known. This application is installed via the 3CX Web Client

This vulnerability does not appear to affect the older 3CX for Windows application, which is still in version 16.

End-users who are used to the affected application are recommended to use the 3CX Web Client in the mean time. The credentials to access this are provided in the Welcome Email. Please contact our service desk if you need these credentials re-sent.

At this point we are awaiting comment from 3CX regarding this possible issue. Crowdstrike has a writeup of what they have found available here: https://www.crowdstrike.com/blog/crowdstrike-detects-and-prevents-active-intrusion-campaign-targeting-3cxdesktopapp-customers/

Latest update:

We are pleased to inform you that we have received confirmation that a fix has been implemented, and we are monitoring the connections overnight to ensure that everything remains stable.

We apologize for any inconvenience this outage may have caused and we appreciate your patience and understanding during this time.

History:

[2023-03-29 17:33:52 NZDT] We currently experience a partial outage of our NBN service. Our upstream provider currently investigating the issue. We will provide more information as soon as possible.

We would like to apologize for any inconvenience caused by this event.

Latest update:

Our upstream fiber provider has restored services to normal and all sites are now following primary paths. We do not expect any further disruption at this time but will keep this notification open until engineers are satisfied with consistent fiber uptime.

We apologize for any disruptions caused by this event. If you have any questions, please reach out to us at support@lightwire.co.nz or 0800 12 13 14

History:

[2023-03-28 14:59:24 NZDT] Our upstream fiber provider has begun repairs on the broken fiber run to our transmission site. Due to the length and complexity of the portion that requires replacement, they are unable to give us a specific service restoration time though they aim to have repairs completed today.

If fiber service to our site is not restored, you may experience peak time speed degradation again tonight (March 28th). We will provide further updates as we receive them.

If you have any questions, please reach out to us at support@lightwire.co.nz or 0800 12 13 14

[2023-03-28 10:19:34 NZDT] Lightwire has been informed that the fiber to our site has been physically cut by a 3rd party and requires repair. We are awaiting further information from our fiber provider regarding the expected ETR on these repairs and will update this notification as we know more.

If you have any questions, please reach out to us at support@lightwire.co.nz or 0800 12 13 14

[2023-03-27 15:27:09 NZDT] Lightwire has been informed of a fiber outage to our Puketutu transmission site. Due to this, a number of down stream sites will be using redundant paths. This may impact service speeds during peak hours if the fiber is not restore beforehand by our 3rd party fiber provider.

We apologize for any disruptions to normal services and are working with our upstream fiber provider to return services to normal.

If you have any questions, please reach out to us at support@lightwire.co.nz or 0800 12 13 14

Latest update:

One of Lightwire's technician attended site to scope what the issue might be for reparation. They have been able to fix the fault while attending site.

We thank you for your understanding.

History:

[2023-03-26 11:38:29 NZDT] Customers connected to the Lightwire site servicing the Wharepūhunga and Maihiihi Region will currently be offline due to a site fault.

Lightwire technicians will only be able to respond to the fault tomorrow morning (Monday 27th March) with the appropriate equipment for remediation.

We apologise for the disruption to your services and will be working hard to get them back up and running tomorrow as soon as possible.

If you have any more questions, please contact us on 0800 12 13 14 or support@lightwire.co.nz