Some Singtel users face 4G and 5G mobile service glitch

A man looks out of the window under a Singtel signage at their head office in Singapore. (Reuters file photo)
Some Singtel users have been facing intermittent issues accessing their mobile services for almost 24 hours. (Reuters file photo)

SINGAPORE — Some Singtel users have been facing intermittent issues accessing their mobile services on Thursday and Friday (23 September).

In a Facebook post on Thursday night, Singtel said that it was aware that some customers may be experiencing issues accessing 5G and 4G mobile data.

"Our engineers are currently investigating and we will provide updates as soon as they become available. Thank you for your patience as we work urgently to resolve this," it added in a post at 8.13pm.

In an update at 9.55pm, Singtel announced that it had resolved the issue.

However, in another post on Friday noon, it wrote that some customers may still face issues accessing their mobile services.

"Our engineers have been working overnight to improve our services and this may have resulted in some sporadic signal loss. Affected customers can regain connectivity by switching their phones off and on.

"We realise that this situation is not ideal but rest assured we’re doing our best to resolve this and will provide updates as soon as we can. Thank you for your patience."

In an update at 9.30pm, Singtel said the glitch has been resolved. "We apologise deeply for the inconvenience this has caused impacted customers. Our engineers will continue to monitor our network closely and are performing a thorough investigation to ensure the issue does not recur."

In response to Singtel's earlier post on Friday, a number of Facebook users who are presumably the telco's customers wrote to complain about the glitch.

A Jessica Lee said that switching the phone on and off is not "ideal" for customers, "How many times do I need to do it per day to just get my signal despite I'm still paying so much?"

Another Facebook user, Owais Aryan, said, "My phone again had roamed to Indonesia. That's two days in a row! I hope Singtel looks into my/our bills for those affected."

One person pointed out that Singtel have had 16 hours to resolve the problem and called for it to send a short message service to all its users in order to alert those who were affected, especially if its hotline is busy.

A Paul Anthony MusicHaven Soh said, "Users cannot know this online if the connection is down. Eh, imagine if someone facing an emergency or having a heart attack then how will you answer for it when someone dies...?"

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