M1 customers experience brief disruption to mobile data services

At 8.19am, M1 said in an update that its mobile data services have been restored.
At 8.19am, M1 said in an update that its mobile data services have been restored. ST PHOTO: KUA CHEE SIONG

SINGAPORE - Some M1 customers faced difficulties in accessing mobile data services on Thursday morning (Sept 20), with the company later saying it was due to a faulty controller card.

In a Facebook post on Thursday morning, the telco had said that its engineers were working to resolve the issue.

The disruption affected 3G and 4G mobile data services, it added in the post at 7.18am.

At 8.19am, M1 said that the services had been restored.

In an update on Thursday evening, M1 told The Straits Times that the intermittent mobile data connections were caused by a faulty controller card issue, but said that it was still checking on the root cause of the incident.

It added that customers were informed of the issue through its Facebook page and an automated voice message on its customer service hotline. 

On Facebook, several customers voiced their frustration in the comments over the morning disruption. 

Some of them urged M1 to inform affected customers via SMS instead, as they may not be able to read the announcement on Facebook.

User Katherine Chua said in a comment at about 7.30am that the five mobile lines she has under M1 all do not have mobile data access. She was also unable to get through to M1’s customer service hotline.

She added that she was not able to access data in Woodlands, Jurong, Bedok, Yishun and Outram. 

A user in Bukit Batok, Mr Rosli Ahmad, said that without mobile data access, he was unable to earn a living as a Grab driver. 

In its evening update, M1 said it did not use the SMS broadcast notification as only some customers were affected.