M1 users experiencing fibre and fixed voice outage, telco says affected services restored

(FILE PHOTO: M1/Yahoo News Singapore)
(FILE PHOTO: M1/Yahoo News Singapore)

UPDATE: Statement by an IMDA spokesperson on M1’s service disruption

2nd UPDATE: M1 announced at 10pm on the full restoration of the affected services

SINGAPORE — M1 said on Friday night (4 December) all its affected services have been “fully restored”, more than three hours after the telco said that its fibre and fixed voice services were disrupted this evening, affecting users in parts of Singapore.

In a post on Facebook to announce the service restoration at 10pm, M1 said, “M1 users affected by this disruption will be offered a one-time waiver on their excess mobile data usage in their next M1 bill.”

However, many M1 users wrote after 10pm on the telco’s Facebook page that they were still experiencing outage. One user wrote, “As at 2241hrs, I’m still not able to get my fibre network working despite multiple tries in resetting.”

At 7.30pm, M1 said on Facebook that the outage started at around 6.30pm, and that its staff are onsite to work on service restoration.

“We are working with all relevant parties to ensure that the affected service will be restored as soon as possible...We apologise for any inconvenience caused to our users and thank you for your patience and understanding.”

In a post at 8.15pm, M1 said, “We deeply apologise for the disruption of service. As we continue to resolve the issue, affected M1 customers can switch over to their local mobile data and we will waive off any excess data usage.”

M1 first posted a message about the disruption at 6.40pm.

The disruption – the third experienced by M1 this year – appeared to be affecting large parts of Singapore, with many of the telco’s users living in the north, east and west complaining about the incident on its Facebook page.

In September, M1 was fined $400,000 by the Infocomm Media Development Authority (IMDA) over fibre service disruptions that occurred earlier this year.

The disruptions took place on 12 May and 13 May, affecting up to 18,000 and 20,000 M1 broadband subscribers, respectively.

The 12 May disruption was due to a corrupted profile database and lasted 23 hours. The following day’s disruption, which lasted six hours, was caused by a software fault in the telco’s network equipment that in turn affected the routing of Internet traffic for subscribers.

In response to queries by Yahoo News Singapore, an IMDA spokesperson said in a statement, “IMDA is aware of a disruption to fibre and fixed voice services affecting M1 customers. We have asked M1 to restore services expeditiously, and keep consumers updated on their progress.

“IMDA takes a serious view of any service disruption to public telecommunications services, and are investigating the incident.”

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