Singtel reports disruption to fibre broadband services
The Singtel logo seen at an outlet in Singapore. (Photo: TODAY/Ili Nadhirah Mansor)
SINGAPORE: Singtel reported issues with its fibre broadband connection on Tuesday (Jun 8), with users experiencing outages for a large part of the day.
Data provided by the DownDetector website showed outage reports being made at about 2am, with a surge in reports at about 9am, noon and 5.25pm.
Outages were reported in areas including Tampines, Ang Mo Kio, River Valley, Punggol, Sembawang, Hougang, Yishun, Bishan and Upper East Coast.
Facebook users also said that their Internet connection had been affected since 2am. Work from home has been the default since Singapore implemented Phase 2 (Heightened Alert) measures on May 16 to curb the spread of COVID-19.
Facebook user Cheng ChuYin said the disruption was “really upsetting” and caused “great inconvenience to working from home”.
Singtel said in a Facebook post at about 7.50am on Tuesday that it had completed an "overnight maintenance session" for some fibre broadband customers, and advised users to perform a "sequential reboot" of their routers if they could not get a connection.
It said at about 9.45am that it was aware that some customers had experienced issues accessing their fibre broadband services.
The post was updated just before noon, with Singtel saying its engineers were “refreshing affected fibre broadband connections progressively to resolve the issue”.
“Some customers may experience a momentary interruption in their connections during this time,” added Singtel.
About 30 per cent of the affected connections were restored by about 2pm, 60 per cent by about 3pm and 80 per cent by about 4.40pm, it said in subsequent updates.
"We apologise for the disruption and inconvenience caused as we know many of you are working from home," the telco added.
All affected fibre broadband services were fully restored as of 6.15pm, said Singtel.
"We recognise that it has been a trying time as many of you are working from home and we are very sorry for the disruption."
Singtel said the issue affected some customers in central and eastern Singapore, and that its engineers were still investigating the cause.
"We are taking this incident very seriously and are taking steps to review our processes to prevent a recurrence," it added.
Affected customers will have a 10 per cent discount off their broadband subscription in June.
