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SINGAPORE – Telco M1 said its fiber Internet services have been restored on Wednesday morning (May 13), more than 24 hours after thousands of users experienced outages. Still, some customers said they still faced connection problems.
In a Facebook post at 6 a.m., the telecommunications company said that all fiber Internet services were fully restored after system maintenance. He told users to turn their optical network terminals and routers off and on to reconnect their devices in case they couldn’t connect to their fiber broadband services.
This was around 22 hours since the telecom company first updated customers about fiber internet outages, and more than 24 hours from when the Downdetector website, which records internet outages, noted connectivity issues. for M1 users around 4.30 on Tuesday morning.
The telecommunications company later acknowledged in a 10:30 a.m. update. Wednesday (May 13) that some customers were still unable to connect to their fiber broadband services and that they were investigating the matter.
In a statement Wednesday, a spokesperson for the Infocomm Media Development Authority (IMDA) said M1 was instructed to restore the affected services quickly and keep subscribers updated on the progress made.
“IMDA has a serious vision of any interruption of service to public telecommunications, especially during the period of circuit interruption where many work and study from home,” said the spokesman. “IMDA has started the investigations … and will not hesitate to take firm compliance measures in case there are failures by M1.”
Some Facebook users continue to report connectivity issues in various parts of Singapore, including Sengkang, Upper Thomson, Hougang, and Sembawang.
Andrew Koh, who works in the airline industry, said his connection has been offline since 7 a.m.Tuesday. “I have been unable to reach M1 on their hotline or on Facebook. I came to IMDA but all they could tell me was that they are also chasing M1,” said the 38-year-old man, who lives in Novena.
For automotive consultant Simon Ho, who lives on Hougang Avenue 1, their connection only stopped working on Wednesday morning. You restarted your router and modem several times, but were unable to resolve the issue.
“I also haven’t been able to get to M1 on his hotline all morning,” said Ho, in his 50s. “The frustration is not so much due to connection problems, but because customers like me can’t get any help.”
A user living in Sengkang, senior quantity surveyor Phan Li Min, also said that although his M1 fiber broadband service was working well on Tuesday, he started having connection problems on Wednesday morning at 6am.
“I am working from home and it is troublesome. I need to connect using my mobile data to work as I cannot use M1 fiber broadband,” said Ms. Phan, 33.
Retired Tan Lye Han, 64, who lives in Ang Mo Kio, said Wednesday at 9:50 a.m. that his M1 Internet service had been down since 6 a.m. Tuesday.
Ms. Tan said this was particularly difficult since she lives alone with her son, Mr. Kevin Ong, 29, who has special needs and has been very anxious at home amidst the circuit breaker measures. .
“Usually (he connects to the Internet) to keep himself busy with shows and movies, and I also connect to the Internet to read to him and teach him spelling. He’s been very upset and restless without the Internet for more than 24 hours.
He added: “With the circuit breaker measures, everyone stays at home and the Internet is the only way we can stay connected to the outside world, so M1 needs to fix this problem quickly.”
Last month, two network outages on the same day affected thousands of StarHub subscribers and were attributed to network equipment failure and a domain name server problem.
Addressing the issue of network capacity in Parliament last week, Communications and Information Minister S. Iswaran said that Internet use in Singapore remains within the capacity of network operators despite an increase in traffic during the switch period.
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