Past Incidents

Latest update:

We have been advised by Microsoft that this incident should be resolved.

User impact: Users' incoming Microsoft Teams PSTN calls to call queue and auto attendant may have failed.

Final status: We discovered that a configuration change that was made to resolve another issue resulted in impact. We reverted this change and have confirmed via monitoring that impact is now remediated.

Scope of impact: Any users' incoming Microsoft Teams PSTN calls to Call Queue and Auto Attendant may have been impacted.

Start time: Wednesday, May 17, 2023, 8:30 AM GMT+8

End time: Wednesday, May 17, 2023, 1:18 PM GMT+8

Root cause: A configuration change that was made to resolve another issue resulted in impact.

Next steps: - To help prevent similar impact in the future, we're further reviewing our processes for implementing configuration changes.

History:

[2023-05-17 16:19:39 NZST] Microsoft has updated the Service Health Centre with the following details:

Title: Users incoming Microsoft Teams Public Switched Telephone Network (PSTN) calls to call queue and auto attendant may fail User impact: Users incoming Microsoft Teams PSTN calls to call queue and auto attendant may fail. Current status: We've been alerted to an issue where incoming Microsoft Teams PSTN calls to call queue and auto attendant may fail. We're reviewing call logs and incident telemetry to better understand the source of impact and determine our next troubleshooting steps. Scope of impact: Users may see that incoming Microsoft Teams PSTN calls to Call Queue and Auto Attendant may fail. Next update by: Wednesday, May 17, 2023, 6:00 PM GMT+12

[2023-05-17 15:49:38 NZST] There are indications that this is a widespread event, and Microsoft appear to be investigating. Please raise an incident with Microsoft via your Teams Admin Centre in the first instance.

[2023-05-17 15:32:30 NZST] Lightwire has become aware of a potential issue with Microsoft Teams services, particularly in regards to Auto Attendants, Calling Queues, or both. The issue appears to be at the Teams end.

A Lightwire engineer is investigating. If you are affected please raise a case with Microsoft via your Teams Admin Centre

[2023-05-17 15:13:07 NZST] Lightwire Engineers are investigating a potential issue affecting voice 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.

An upstream provider is undertaking unscheduled works on their network. This may result in a disruption of service.

If your connection remains offline after the specified disruption period, please reboot all on-site equipment. If your connection remains offline after this step, please do not hesitate to contact our support number on 1300 016 678

Latest update:

Lightwire technicians have replaced the faulty equipment on site and services have been restored to normal. Engineers will keep this notification open while the replacement equipment is observed for stability, but they do not anticipate any further disruptions.

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

History:

[2023-05-12 15:03:17 NZST] Lightwire technicians will be attending site this afternoon to investigate and replace the faulty equipment. We aim to have services restored to normal as quickly as possible and will update this notification when remediations are completed.

If you have any questions or concerns regarding this prior to our next update please feel free to reach out on 0800 121 314.

[2023-05-12 14:34:06 NZST] Lightwire engineers have discovered a faulty piece of equipment at our Ngaruawahia transmission sites that is causing service interruptions to our customers in the region.

This will continue to cause service interruptions until Lightwire technicians can attend the transmission site to replace the faulty piece of equipment. We are working hard to get this replaced as soon as possible. If you have any questions or concerns regarding this prior to our next update please feel free to reach out on 0800 121 314.