Past Incidents

Latest update:

Our technicians have attended this site and resolved the problem. All connections should now be back online. If you're still experiencing issues, please get in touch with our Helpdesk on 0800 12 13 14 or at support@lightwire.co.nz

History:

[2025-07-27 11:43:21 NZST] Lightwire technicians are now en route to site. We anticipate to be on site to start investigations and equipment replacement around 3pm.

We apologize for any inconveniences and will be working hard to restore services to normal as quickly as possible. Please feel free to contact us at support@lightwire.co.nz or at 0800 12 13 14 with any queries.

[2025-07-27 10:43:26 NZST] Our investigation has determined equipment failure to be the probable cause of this outage. Technicians are now preparing to head to site with replacement equipment.

[2025-07-27 10:19:28 NZST] A fault has occurred at the tower you are connected to, resulting in all connections being taken offline. We are currently investigating this issue, and will update you with further information once we have it.

Latest update:

Our upstream fibre provider is still working on a resolution for our fibre fault and have indicated the solution may be more complicated than when initially scoped. Lightwire engineers have been happy with how our redundant network paths have been handling the load through this period, but are continually monitoring the situation and will be implementing improvements to reduce network congestion where they can.

We apologize for any inconveniences this has or may be causing and are working closely with our upstream fibre provider on a permanent fix. Please feel free to contact us at 0800 12 13 14 or at support@lightwire.co.nz with any queries.

History:

[2025-07-25 15:06:45 NZST] Lightwire engineers have been working with our upstream fibre provider to resolve a fibre fault at our Waotu transmission site. Unfortunately, they will be unable to resolve the fault before end of today. A return visit to site on Monday has been scheduled.

Due to the nature of the fault, our fibre backhaul is down and the network is using redundant paths. Customers could experience speed degradation during peak hours as a result of this.

We apologise for the inconvenience and will be working hard to restore services to normal as quickly as possible. Please reach out to us at 0800 12 13 14 or at support@lightwire.co.nz with any queries.

Latest update:

Lightwire technicians and and engineers resolved the issue around 1pm and have observed operational stability since. We will continue to monitor the site over the next 24 hours but otherwise do not anticipate any further disruptions.

Thank you for your patience as we worked to resolve this fault. Please feel free to reach out to us at support@lightwire.co.nz or at 0800 12 13 14 with any queries.

History:

[2025-07-22 10:19:24 NZST] Lightwire engineers have been alerted to equipment which has entered a major fault state at our Te Weraiti transmission site. The equipment is still able to operate in this state, but due to the volatility of the fault it may become service affecting at any point.

Lightwire technicians are currently en route to site with replacement equipment to ensure we resolve the problem as quickly as possible. Replacement will require a brief outage, up to 30 minutes.

We aim to keep disruptions to a minimum and restore services as quickly as possible. Thank you for your understanding as we work to resolve this fault. Please feel free to reach out to us at support@lightwire.co.nz or at 0800 12 13 14 with any queries.