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Wed, May 13, 2020 – 8:40 a.m.
M1 FRUSTRATED users in Singapore continued to report internet outages on Wednesday, more than 24 hours after the outages began, despite the telecommunications company announcing in a morning update that it had completed maintenance on its fiber and that all fiber services had been fully restored.
“If your fiber connection continues offline, turn your ONT (modem) and router on and off to reconnect your devices,” M1 said at 6am on his Facebook page Wednesday, apologizing for the inconvenience.
At 3.30 am, he said “urgent” maintenance of the fiber system had begun and that customers may experience “intermittent interruptions in fiber connectivity” during that period. Maintenance was performed during the down period to keep outages to a minimum for most of its unaffected customers.
M1 first reported the issue at 8am Tuesday in the same Facebook post, noting that users in some areas of western, central and eastern Singapore may be affected, before declaring in an 11.05am update that “only a specific group” was experiencing the outages, and most customers were still able to connect to their fiber broadband.
By 7:30 p.m. Tuesday, its engineers had “identified and isolated” the problem that was causing the outages, although M1 did not say what the problem was.
According to online service tracker Downdetector, which records internet outages, the problem started around 4:30 a.m. on Tuesday, before complaints peaked with more than 1,500 reports.
Reports decreased during the early hours of Wednesday morning, with only 69 done at 3.48 a.m., but increased at 4.06 a.m. with over 1,600 reports while M1 maintenance was ongoing.
Downdetector recorded around 579 reports of M1 problems at 6.33am Wednesday, before complaints rose to more than 1,680 at 8.18am.
Number of reports on the Downdetector website at 8.18 am Wednesday:
Comments on Facebook and Downdetector indicated that users were still experiencing a service outage at 8.25 am, despite restarting their modem and router, in areas including Jurong West, Bukit Batok, Yishun, Choa Chu Kang, Clementi, Toa Payoh , Bishan, Ang Mo Kio, Balestier, Bedok, Joo Chiat, Hougang, Sengkang, Punggol, Serangoon, Paya Lebar and Ubi.
On the other hand, those who managed to reconnect online included netizens in Simei, Aljunied and Sembawang, according to their comments on Wednesday morning.
The telecommunications company was purchased in April 2019 by Keppel Corp and Singapore Press Holdings (SPH), which publishes The Business Times. Konnectivity, which is 80 percent owned by Keppel Corp and 20 percent owned by SPH, acquired an 81 percent stake in M1, while Keppel’s subsidiary Keppel Telecommunications & Transportation owns the remaining 19 percent.
The M1 outage comes almost a month after thousands of StarHub users experienced two network service outages on April 15, before the telecom company apologized to customers and offered them a one-time refund on their monthly domestic broadband rate. The StarHub outages were attributed to network equipment failure and a domain name server problem.
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