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SINGAPORE – Some customers of Internet service provider MyRepublic were affected by a broadband outage on Thursday morning (December 31) and there were reports that the problem continued for more than 24 hours.
Users reportedly experienced connectivity issues from 7.34am to New Year’s Eve at various locations, including Yishun, Sengkang, and Yio Chu Kang.
“In response to inquiries from The Straits Times, a spokesperson for MyRepublic said that fewer than 100 subscribers, representing 0.1 percent of its users, were affected by the outage.
“There are a small number of customers that were affected yesterday that still have connectivity issues, and these are being handled on a case-by-case basis,” he said.
“Our customer service team has reported that the majority of inquiries today are day-to-day technical issues that are not related to the outage the day before,” he added.
Infocomm’s Media Development Authority was also updated on the outage following company policies and regulations. “
MyRepublic acknowledged the incident in a Facebook post at 10.55am on Thursday.
The service provider said it was “aware of a broadband network disruption affecting connectivity for a small number of our customers” and was investigating.
In an update at 1.48pm, MyRepublic said that “connectivity has been restored for affected subscribers.”
He also recommended to customers still facing these issues to turn off their router and optical network terminal for 10 minutes before turning them on.
But several customers said they still couldn’t connect to the Internet on Friday morning.
According to the website Downdetector, which records internet outages, there were 22 reports of connectivity problems as of 10.33 am on Friday.
“It still wasn’t working when I tried it this morning around 9.50am,” said Alvin Ong, 40, who lives in Sengkang.
Since facing connectivity issues at 7.45am on Thursday, Ong has attempted to restart at least eight times as instructed, but to no avail. While his job was unaffected, as he only had to send a few emails on Thursday, he and his family missed the end of the year countdowns online.
“I’ve been a subscriber for about six years and this is the first time I’ve experienced such a major outage,” said the manager of a nonprofit organization.
“When MyRepublic wrote that this was a minor incident, I thought it was odd because anything over six hours should be a major disruption, especially since it’s a workday and a lot of people work from home.”
Facebook user Zep Jobs said, “Wow, it’s still down after more than 24 hours and MyRepublic can’t even bother to update clients. This is getting really frustrating.”
Another user, Janelle Vizconde, added: “Because it is a holiday, nothing will happen today either. Happy New Year without WiFi.”
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