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Old 25th January 2008, 08:30 AM   #1 (permalink)
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Network problems hit SingTel, StarHub customers

Network problems hit SingTel, StarHub customers
http://www.straitstimes.com/Free/Sto...ry_199807.html
Network problems hit SingTel, StarHub customers
Unrelated incidents led to intermittent Net disconnections, and sparked calls for better service
By Alfred Siew & Tham Yuen-C


BROADBAND disruption hit customers of two telcos this month, prompting angry postings on online forums asking for better service.

The 'double whammies' of unrelated network problems at SingTel and StarHub saw scores of users cut off from the Internet intermittently.

The kinks have since been ironed out by the two telecom operators.

The disruption which affected SingTel users happened a week ago, on the evening of Jan 18, when a fibre optic telecom cable was accidentally cut by a contractor digging up roads.

The cable, located in the East, carries data from overseas websites. SingTel users islandwide were affected, and they could not go online to surf the Web or download e-mail.

SingTel spokesman Chia Boon Chong said the cable was not totally severed, so the disruption was limited.

Less than 1 per cent of the telco's 455,000 users were affected. Moreover, the telco immediately diverted Internet traffic to other cables.

Many users could thus get connected before the affected cable was repaired eight hours later. By the early hours of the following day, the problem had been fully dealt with.
Two weeks earlier, in an unrelated incident, some StarHub broadband subscribers had experienced an unstable Internet link.

Webpages would take minutes, instead of seconds, to load and some users were disconnected from the Net a few times a day.

Some StarHub users said the link would be back after 15 to 20 minutes, while others said they could surf the Net only after resetting their modems.

Since then, many users have said their connections are back to normal, but some are still unhappy with slow speeds.

According to StarHub, the problem was due to a fault in its network equipment.

The company had installed a software update that caused 'occasional disconnection' in some areas, said spokesman Cassie Fong.

She added that only 'a few dozens' of StarHub users - out of more than 338,000 users - were affected.

The question observers now ask is whether the two operators will be fined.

Among the guidelines mandated by the Infocomm Development Authority of Singapore (IDA) - the industry regulator - broadband operators have to keep their networks up 99 per cent of the time. Failing this, they can be fined $5,000 for each offence.

The IDA said yesterday that it would investigate both matters.

Some users, as a result of the two occurrences, have raised concerns about the quality of broadband services.

Project administrator Anbu Ramasamy, who is in his 30s, said he expected his StarHub service, when disrupted, to be fixed quickly since he was paying more than $70 each month.

Of the disruption three weeks ago, he recalled: 'I couldn't surf any webpages or check e-mail on Hotmail.'

Finance officer and SingTel subscriber Xu Jiali, 30, said support staff should know better what was going on.

She added: 'They kept saying there was nothing wrong. If they'd told me it was a broken cable, I wouldn't have had to check my router and modem and go through all that trouble.'

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Last edited by Miss QQ; 25th January 2008 at 08:31 AM.
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Old 25th January 2008, 08:57 AM   #2 (permalink)
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Re: Network problems hit SingTel, StarHub customers

Common thing that happen.

Contractor accidentally cut the cable or what have you.

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Old 25th January 2008, 03:29 PM   #3 (permalink)
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Re: Network problems hit SingTel, StarHub customers

Fine them fine them!! then they will get wack upside down by their upper management and we will get better service!

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Old 25th January 2008, 05:32 PM   #4 (permalink)
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Re: Network problems hit SingTel, StarHub customers

svc getting more n more f up.... call their helpdesk ask them a they reply u b.... all getting more n more morons

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Old 25th January 2008, 07:54 PM   #5 (permalink)
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Re: Network problems hit SingTel, StarHub customers

even for phones if ur using 2G sim card...at certain places...those calling u..would not be able to reach u...for singtel i meant...

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Old 26th January 2008, 01:14 AM   #6 (permalink)
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Re: Network problems hit SingTel, StarHub customers

accidents do happen.... but then again, yes, i agree that for heavy users like myself, i will certainly be frustrated at slow speed when i pay so much per month..... i like the idea of IDA setting such high standards for telcos to observe. thumbs up to IDA!

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Old 26th January 2008, 01:22 AM   #7 (permalink)
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Re: Network problems hit SingTel, StarHub customers

Humm... Very common issue.... They always have alots of problems with their network....

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Old 26th January 2008, 01:53 AM   #8 (permalink)
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Re: Network problems hit SingTel, StarHub customers

No wonder my one suddenly cant.
I thought is my modem spoil cos of lightning cos tt day got rain

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Old 26th January 2008, 05:36 AM   #9 (permalink)
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Re: Network problems hit SingTel, StarHub customers

Actually... When disruptions happen... I don't think Fine-ing the Service Providers is a good idea...

If we fine the operators, they'll play around with the accounts, and factor in the fine into their costs... And then ask for price increases because of "increased operating costs"...

A better solution, perhaps, is to punish the company managements directly... by restricting the pay of these "upper management" or Board of Directors... Then they'll be pressured to make fundamental changes in the company...

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Old 27th January 2008, 01:00 AM   #10 (permalink)
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Re: Network problems hit SingTel, StarHub customers

Originally Posted by GeneKoh View Post
Actually... When disruptions happen... I don't think Fine-ing the Service Providers is a good idea...

If we fine the operators, they'll play around with the accounts, and factor in the fine into their costs... And then ask for price increases because of "increased operating costs"...

A better solution, perhaps, is to punish the company managements directly... by restricting the pay of these "upper management" or Board of Directors... Then they'll be pressured to make fundamental changes in the company...

think they must give us rebate better...
we pay high price and we get this type of svcg.. (shit..)

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