StarHub customers complain of broadband service disruption again

A StarHub retail outlet. PHOTO: BLOOMBERG

SINGAPORE - StarHub customers were hit by another by another broadband service disruption on Monday (Oct 24) night, following a similar outage three days ago.

Many took to social media to express their dissatisfaction with the telecommunications company.

In a Facebook post at about 10.40pm, StarHub said they were "aware that some broadband customers are facing difficulties accessing the Internet".

At about 1am on Tuesday morning, StarHub said at about 11.20pm on Monday, it "rectified a network equipment issue that had temporarily affected our residential broadband service since about 10pm the same day".

"We are currently investigating the root cause of this incident. We have been monitoring the service in the past two hours to ensure it remains stable for our customers, and thank everyone for their patience and understanding."

On Saturday (Oct 22), the company's fibre broadband was disrupted at around 10pm. The connection was restored at 2am the following day.

StarHub had said it was a network equipment issue.

On Tuesday (Oct 25) at 3pm, StarHub updated its statement released earlier at 1.25am.

The company said they detected a "spike in traffic" in their "Domain Name Servers (DNS)" at about 10pm on Oct 24, and this "temporarily affected" the web connection for some customers.

They then explained the actions taken to rectify the situation.

"We immediately started filtering the unwanted traffic and added DNS capacity to manage the sudden and huge increase in traffic load. As a result, some customers temporarily faced intermittent broadband access. Our home broadband service for affected customers was fully restored at about 11:25pm the same day.

There was no impact on mobile, enterprise and home voice services, and the security of our customers' information was not compromised. Initial investigation pointed to some similarities between the incidents on 24 October and 22 October 2016. We are conducting thorough investigations to determine the root cause."

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