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M1 apologises and offers free calls

M1's CEO issues apology over service disruption on Tuesday and offers one day of free local mobile calls, local SMS and MMS "as a goodwill gesture”.

SINGAPORE: Telco M1 says a call processing software issue was the reason for the disruption to mobile services early Tuesday.

In a statement released on Tuesday evening, its Chief Executive Officer, Ms Karen Kooi, apologised and offered M1 customers one day of free local mobile calls, local SMS and MMS on Sunday "as a goodwill gesture”.

M1 customers were hit with a disruption in service from around 7am on Tuesday with many unable to make calls and also problems in receiving emails or data in various areas around Singapore, including Jurong, Choa Chu Kang and Raffles Place.

M1 said in its statement "our preliminary investigations suggest that a call processing software issue had unexpectedly prevented our customers’ devices from registering on the mobile network.

"A full investigation will be performed to determine the root cause of the incident."

The telco also said that the company immediately focused its efforts to restore services but the complexity of the network required it to troubleshoot the numerous interlinked network entities and full service was restored at 12:15pm.

“We are sorry for the inconvenience caused to our customers" said CEO Karen Kooi.

"We take this incident very seriously, and in addition to our own investigation, we will be appointing an independent expert to conduct a network architecture and connectivity review”.

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