UPDATE #2: M1 apologised for the 33-hour service disruptions, and is offering a one-week rebate to all customers who were affected by the disruptions.
UPDATE #1: The Infocomm Media Development Authority (IMDA) has said that it has commenced investigations into the disruption to M1’s Internet services.
SINGAPORE — Local telco company M1 said on Wednesday morning (13 May) that it has restored all fibre broadband services, after it carried out an urgent fibre system maintenance in the early morning.
Thousands of M1 fibre broadband users in many parts of Singapore were left without Internet access since early morning on Tuesday, as engineers worked to restore disruptions all day.
In an update on its Facebook page at 11.30pm on Tuesday, M1 said that it would be carrying out the fibre system maintenance in the early morning to keep disruptions to a minimum for the majority of its unaffected customers.
The telco posted another update at 3.30am on Wednesday, saying that it had commenced on the fibre system maintenance. A final update at 6am announced the completion.
“We have completed our fibre system maintenance and all fibre services have been fully restored. If your fibre connection continues to be offline, do switch off and on your ONT (Optical Network Terminal) and router to reconnect your devices,” M1 said in its Facebook post.
“We apologise for the inconvenience, and thank our customers for their patience and kind understanding.”
The Infocomm Media Development Authority (IMDA) also put up a Facebook post on Wednesday, saying that it has directed M1 to restore the affected services quickly, and to keep its subscribers updated of the progress. It has also commenced investigations into the disruption to M1’s Internet services.
Last month, two network service disruptions on the same day affected thousands of StarHub subscribers, and were attributed to network equipment failure and a domain name server issue respectively.
M1 apologises, offers 1-week rebate
On late Thursday night, M1 put up a Facebook post apologising for the 33-hour service disruptions, and offered a one-week rebate to all affected customers.
It added that the disruptions were a result of a “network bolstering initiative” that was carried out to improve customer experience.
“Our team had worked overnight to rectify as quickly as possible in order to avoid further large-scale disruption. We would like to assure you that the technical faults were not caused by dated equipment, shortage of capacity or a cyber-attack,” M1 said in the Facebook post.
M1 will be reaching out to each affected customer via SMS and email to offer the one-week rebate.
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