StarHub says fibre broadband services restored after evening disruption, but customers say otherwise
[UPDATE on Friday, 3 October at 9am: Adding update from StarHub on disruption]
After more than four hours of connectivity disruption on Thursday evening, Singapore telco StarHub said in a statement that its fibre broadband and digital voice services were "fully restored" by 11:40pm.
Yet, on Friday morning, users in Toa Payoh and Pasir Ris were posting comments on its latest status, complaining otherwise.
"My fibre connection is still down," wrote a Yuen Mun Ng at 7:40am. "And I have been put on hold for the past 30 minutes on the phone..." Other users in Pasir Ris were commenting as late as 8:30am with complaints of their fibre connections still being disrupted.
Another user in Sengkang said at 5am that his connection was still down as well, with users in Bishan, Telok Blangah, Queenstown, Lavender, Punggol and Simei also saying their broadband was not yet back up at 8am, although some users said their digital voice services were restored.
When Yahoo Singapore checked with the telco, a spokesperson confirmed that all of its services are back up, but "some users may need to switch off and on their equipment (ONTs, wireless routers and telephones) to refresh the connection".
On Thursday, frustrated customers complained of disruptions in various areas from about 6pm on the telco's first comment on the disruption on its Facebook page, posted just before 9pm.
"We are aware that some of our fibre broadband and Digital Voice (fibre) customers are facing difficulties in using the service at the moment. Please bear with us while we work hard to fix this for you as quickly as we can. We will post updates on this wall when we have more information. Thank you for your patience and understanding,” StarHub said.
StarHub customers from Pasir Ris, Telok Blangah, Yishun, Tampines, Bishan and Sembawang complained about their loss of Internet and phone services on the telco’s Facebook page.
One customer, Avril Tan, said that she was told that the service was down due to “unplanned maintenance” when she contacted StarHub, while another Facebook user posted that she had been told that the disruption was an “island-wide issue”.
“My Internet has been down since about 7:30 pm,” said National University of Singapore undergraduate Timothy Tey, 23, who lives in Tampines.
“I can’t get through their customer service, and I’ve got a project to work on. This is really disappointing, there’s been no explanation and no offer of compensation or goodwill,” he added.
