SingTel says Internet access 'fully normalised', apologises for inconvenience

The SingTel building in Somerset Road. -- PHOTO: ST FILE
The SingTel building in Somerset Road. -- PHOTO: ST FILE

SINGAPORE - SingTel services have apparently been restored following a disruption which started on Saturday morning and lasted for several hours into the afternoon.

SingTel said in a statement that some of its customers had experienced intermittent problems with Internet access for mobile and fixed broadband services for a "short period" on Saturday, but that all services had now been "fully normalised".

On its Facebook page at around 2.45pm, the telecommunications company had apologised to customers for the inconvenience and also informed them that its services were back to normal.

 

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However, in response to this update, some of SingTel's customers had complained through comments on the company's Facebook page that their services were still down.

SingTel responded to their feedback by suggesting that customers reboot their devices.

Some customers, however, said that their broadband services had not resumed despite restarting their devices.

Irate subscribers had turned to social media earlier in the day to report intermittent connection to the network.

The telco said it was working on the problem.

It tweeted on its SingTel Support account at 1.36pm: "Some customers may be experiencing difficulties accessing the Internet via their mobile and fixed broadband. Restoration is in progress."

Straits Times reader Susan Ng wrote around noon: "I'm facing intermittent signal... my Internet (connection) gets cut off.

"Calling SingTel technical support is of no use as I am currently placed on hold (for) the past 50mins, and still unable to get through their line...

"In the meantime, I have been rendered helpless with no Internet, no TV, no home phone line."

Subscribers also took their complaints to social media.

Twitter user Alvin Teh wrote at around 11am: "Looks like #SingTel's broadband services are down..."

Another frustrated subscriber, Zhang QiChuan, tweeted around noon, tagging SingTel Support: "Home broadband down, customer service always busy, listening to the hotline music for more than half hour already."

Others tweeted:

On SingTel's Facebook page, subscriber Edwin Lee said around 2pm that he had no connection for five hours.

Another user, Tay Wei Qiang, complained: "What intermittent difficulties, it's totally unable to connect. Fibre down, mobile down, why your monthly subscription never go down?"

This story was first published at 2.06pm and updated at 3.55pm.