Past Incidents

Latest update:

Our Technician has attended the site and replaced the faulty gear. Connections were restored at 1pm this afternoon. Monitoring of the site over the last few hours has looked back to normal so this is now resolved.

If your connection remains offline, please reboot all on-site equipment. If your connection remains offline after this step, please do not hesitate to contact our Support Team on 0800 12 13 14.

History:

[2023-05-20 09:33:04 NZST] Lightwire engineers have been made aware last night of an issue with our Limeworks Loop Repeater. The site appears to have dropped offline for a yet unknown reason. A Lightwire Technician will be attending the site this afternoon to restore connections.

If you have any questions or concerns regarding this, please reach out to us on 0800 12 13 14.

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.