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M1 reports disruption to fibre broadband, fixed voice services across Singapore

M1 reports disruption to fibre broadband, fixed voice services across Singapore

File photo of the M1 logo. (Photo: Reuters)

SINGAPORE: M1's fibre and fixed voice services were disrupted for several hours across many parts of Singapore on Friday (Dec 4), with frustrated users complaining about the inconvenience caused. 

"I stay in Punggol and working from home and I can't connect to WiFi, this (affects) my work! Totally disappointed!," said Facebook user Maggie Teo on the Singapore telco's social media page.    

"Marsiling Drive also down. So frustrating when you have to work from home and I cannot even get through 1627," said another Facebook user, Zulekah Isfaq Ahmed, referring to the telco's helpline number.

This is the third disruption to M1 services this year.

The telco said in a Facebook post at about 6.40pm on Friday that "some customers may experience difficulties" in accessing its fibre and fixed voice services in "some parts of Singapore".

In an update at 7.30pm, M1 said its engineers and recovery team were onsite and service restoration was "currently underway".

"We are working with all relevant parties to ensure that the affected service will be restored as soon as possible," it added.

Affected customers can switch to using their local mobile data as all excess data usage charges will be waived, said M1. 

In another update at 9.35pm, M1 said: "Full restoration work is currently underway and most affected services are restored."

It urged users who experienced difficulties connecting to the network to restart their devices. 

"Our priority now is to restore connection for the few remaining affected users."

In a final notice at 10pm, M1 said that all affected services have been fully restored and that affected users would be offered a one-time waiver on their excess mobile data usage in their next bill.

"We apologise for the inconvenience caused," said M1.

READ: StarHub, M1 fined over broadband service disruptions during COVID-19 circuit breaker


The disruption started at about 6pm, according to online service tracker Downdetector.

People reported experiencing a service outage in various areas, including Hougang, Serangoon, Kallang, Yishun, Boon Keng, Choa Chu Kang, Holland Village, Yew Tee, Tampines, Geylang, Buangkok, Punggol, Bukit Panjang, Queenstown, Ang Mo Kio, Lorong Liew Lian, Aljunied, Pasir Ris, Woodlands, Bedok and Jurong West.

Users also reported problems with Singtel and StarHub services on Friday evening. Downdetector showed a sharp increase in reported issues from 6pm onwards.

Several StarHub users said they had issues with their Wi-Fi and mobile network connection, while some Singtel customers said they experienced slow or no Internet, which also affected their smart devices and Singtel television service. 

Screencapture of the M1 live outage map on the Downdetector website as of 7.10pm on Dec 4, 2020. ​​​​​​​

M1 was fined S$400,000 this year over disruptions to its broadband Internet service in May. 

The disruption occurred during Singapore's COVID-19 "circuit breaker", prompting many complaints from Internet users frustrated by the inconvenience while working from home.

On May 12, the disruption lasted 23 hours from 7am to 6am the next day, affecting about 18,000 customers. 

On May 13, users were hit by another disruption which lasted about six hours and affected up to 20,000 subscribers.

In response to CNA's queries on Friday, the Infocomm Media Development Authority (IMDA) said it has asked M1 to restore services "expeditiously" and keep consumers updated on its progress.

"IMDA takes a serious view of any service disruption to public telecommunications services, and are investigating the incident," it added.

Source: CNA/aj/zl(ta)


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