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Second StarHub outage in two days leaves customers irate

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(Photo: Bloomberg)

UPDATE: A StarHub spokesman has clarified that the outage on Monday (24 October) was caused by a spike in data traffic coming into its Domain Name Servers (DNS), temporarily affecting the web connection for some home broadband customers. "There was no impact on mobile, enterprise and home voice services, and the security of our customers’ information was not compromised. Initial investigation pointed to some similarities between the incidents on 24 October and 22 October 2016. We are conducting thorough investigations to determine the root cause," said the spokesman. 

Hundreds of irate StarHub customers took to social media to register their displeasure, following a second broadband service outage in two days.

A breakdown of about 90 minutes on Monday (24 Oct) evening had to be rectified by StarHub, following an outage on Saturday evening.

In response to queries from Yahoo Singapore on the second outage, a StarHub spokesman said, “At about 11.20pm on 24 October 2016, we rectified a network equipment issue that had temporarily affected our residential broadband service from about 10pm the same day. We are currently investigating the root cause of this incident. We thank customers for their patience and understanding.”

But a similar statement posted on Starhub’s Facebook page cut no ice with customers, drawing more than 1,300 mostly negative statements.

“How many times must the network be down? It’s twice within two days. When it comes to paying bill, their system never fails,” said Lee Kok Hwee in a comment that drew 467 likes.

Rahim Hassan added, “UPDATES? So many problems. And all you have to say is a sorry? Looking at my friends enjoying their free data from singtel makes me really wonder why i even stick with you for so long.”

Kenneth Wcj also said, “Wow, your PR team could post an update just to say you are aware of the problem and is looking into the mistake. But where’s the basic courtesy to apologise to your patrons?”

It was a similar story on Twitter: