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SingTel suffers fibre broadband downtime on Jan 6

Zafirah Salim | Jan. 8, 2015
There was a planned fibre diversion by OpenNet at Bukit Panjang due to road-widening works by LTA, and cables needed to be shifted, according to SingTel.

Broadband services for some SingTel users were unavailable for several hours on Tuesday night, triggering a flood of complaints on the local telco's Facebook page.

One frustrated user, Goh Sim Por, posted a complaint about the lack of connection despite restarting his router. He added that he has been trying to reach SingTel's customer hotline for the past "50 minutes" without success.

Other SingTel customers also said that they could not get through SingTel's hotline.

In a statement issued on Wednesday, a SingTel spokesperson explained that the disruption was due to a scheduled maintenance by NetLink Trust, adding that customers of other fibre service providers would also have been affected.

"There was a planned fibre diversion by OpenNet at Bukit Panjang due to road widening work by Land Transport Authority (LTA) and cables need to be shifted," said the spokesperson.

Complaints of lack of notification

In addition, several SingTel users commented on SingTel's Facebook page that the telco should at least inform its customers should any of its services experience downtime.

"It will be nice to make an announcement to the customers if something is down, and not wait for customers to flood your page with complaints," commented user Lynn Lim.

SingTel responded saying that they have indeed sent out SMS notifications to registered subscribers to inform them of the scheduled maintenance, which would affect their fibre service.


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