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SINGAPORE – Telecommunications companies StarHub and M1 have been fined $ 210,000 and $ 400,000 respectively by the Singapore Information Media Development Authority (IMDA) for disruptions to broadband service that occurred earlier this year.
The fines were imposed for violations of the 2016 Code of Practice for the Resilience of Telecom Services, IMDA said in a press release on Sunday (September 6).
“When determining the amount of the final penalty for each incident, IMDA took into consideration relevant factors such as duration, impact and customer service measures taken by operators to mitigate the impact,” said the authority.
StarHub outage
During a service outage on April 15, up to 250,000 StarHub broadband subscribers were affected for nearly five hours.
The incident took place after a StarHub employee “made a configuration error during a planned network migration exercise,” IMDA said, adding that the outage could have been avoided if the company had better supervised its staff during the exercise.
The authority added that it took into consideration the urgency of StarHub’s efforts to restore broadband services as soon as possible, and its “prompt communication and compensation to affected subscribers.”
M1 interrupts
In the M1 case, the interruptions that occurred on May 12 and 13 affected up to 18,000 and 20,000 M1 broadband subscribers, respectively.
The first outage was due to a corrupted profile database on the M1 Broadband Network Gateway and lasted 23 hours. The second outage, which lasted six hours, was caused by a software glitch in the company’s network equipment, which in turn affected the routing of Internet traffic for M1 subscribers.
IMDA investigations found that the first incident was due to the M1 staff and supplier not following prescribed procedures. With regard to the second incident, IMDA found that the software failure was “the first of its kind for such equipment” and that M1 “could not have reasonably foreseen and prevented the incident.”
These findings led IMDA to find M1 in violation of the Code in the first incident but not the second. IMDA considered factors such as the length of the outage, significant inconvenience to subscribers, and M1’s “proactive compensation” to affected subscribers when determining the financial penalty imposed.
“We seriously consider any interruption of the service of public telecommunications services, particularly during the period of interruption of the circuit when most people were working and studying from home, and we will take firm and decisive measures to safeguard the interests of our consumers,” he said the deputy director of IMDA. executive Aileen Chia.
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