Past Incidents

Lightwire engineers are aware of a loss of mains power at our Atehnree Gorge transmission site due to a power outage in the area. This has subsequently taken our transmission site offline and may be causing service disruption.

The power provider in the area has reported a restoration time of 2pm this afternoon, at which time we expect our site to return to service.

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

An upstream provider has identified a fibre break resulting in a total loss of service to affected circuits. They are currently investigating this, but have not yet provided an estimated time for resolution. We will inform you of any updates as they come through.

If you have any questions regarding this, please contact our Support Team on 0800 534 567.

Latest update:

The gear was replaced at the Tower, and connections were restored at around 10am. If your connection remains offline after this, please reach out to our support team on 0800 12 13 14.

History:

[2024-04-26 09:13:40 NZST] Lightwire technicians are en route to our transmission site with replacement equipment. We aim to have your services back online as soon as possible.

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

[2024-04-26 07:59:19 NZST] Lightwire engineers have been made aware of an issue with our Pukemoremore tower this morning. The site appears to have dropped offline due to a piece of equipment failing. Lightwire Engineers will be working hard to restore this, and get your connections up and running again.

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

Latest update:

Please find the Incident report for this outage.

Lightwire Incident Report

If you have any questions, please don't hesitate to contact support@lightwirebusiness.com.

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

History:

[2024-04-24 15:53:27 NZST] Initial incident Summary:

Start: 2024-04-24 13:30:00 Pacific/Auckland

This afternoon, during routine operations deemed non-customer impacting, Lightwire inadvertently triggered a partial network outage affecting a segment of customers, primarily in the Waikato and Napier regions. The issue originated at our Kapua site, a critical point of presence in our network infrastructure.

To minimise customer downtime, our engineering team intervened, forcing the isolation of the affected network equipment.

Currently, our engineers are investigating to pinpoint the exact cause of the disruption. Preliminary analysis suggests a software bug may be responsible. We have involved the manufacturer of our switching equipment for further assistance.

We are planning emergency maintenance outside of business hours to restore full network functionality and conduct further investigations with minimal disruption. We will provide advance notification of this maintenance.

Lightwire sincerely apologises for any inconvenience caused by this incident. We will provide a detailed Reason for Outage (RFO) upon completing our investigation.

Should you have any inquiries or feedback, please contact our Network Operations Centre at NZ 0800 534 567, quoting the incident reference number.

[2024-04-24 14:44:49 NZST] Our core network issue impacting customers is restored. We will continue investigating the root cause and leanings and send out further details and RFO in due course

[2024-04-24 14:16:46 NZST] 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.