April 15, 2020, 06:03 PM
Editor's note: This article was updated at 9:21 pm with StarHub's statement.
Many users across Singapore reported that StarHub's broadband internet service was disrupted on Apr. 15, 2020, just when everyone is probably stuck at home due to Circuit Breaker measures.
Two waves of outages
According to downdetector.sg, StarHub was facing problems from 10:49 am onwards.
The first spike in complaints came in at 11:19 am, with 3,538 reports made of StarHub’s internet going down.
The second spike of reports came at around 4:04 pm, with a whopping 5,603 reports.
Network equipment fault
StarHub responded to the first wave of outages with a statement on their Facebook page on 12:47 pm, saying that some customers in the North and North-East regions in Singapore experienced issues with fibre services as there was "a fault in a network equipment".
StarHub then advised customers to reboot their modems and routers to refresh their data connection.
The telco then updated their Facebook post at 3:45pm shortly after the second wave of outages occurred, this time seemingly affecting users across the island.
StarHub wrote: "We are aware that some of our fibre broadband customers are facing issues with intermittent internet connectivity. We are investigating and will provide updates on this post as soon as possible."
Mothership.sg understands that StarHub will be carrying out maintenance work in the early morning of Apr. 16.An SMS was sent out to subscribers on Apr. 14.
Screenshot via Angela Lim
Numerous complaints
Several users have taken to downdector.sg and Starhub’s social media pages to complain about the outage.
Screenshot via downdetector.sg
@StarHub @StarHubCares what the hell is wrong with you? Fix it man! Can’t go for meetings on zoom!
— Optical Illusionist (@homeboysg) April 15, 2020
@StarHub Hi, is Punggol area having problem with Fiber Broadband service. My router does not seem to be picking up internet connection after several restarts.
— Rahul Gupta (@rg_the_learner) April 15, 2020
Screenshot via Starhub's Facebook page
Screenshot via Starhub's Facebook page
Screenshot via Starhub's Facebook page
With many people working from home, it is not a good time to experience an outage.
Service restored
In a statement by StarHub Chief Technology Officer Chong Siew Loong, StarHub confirmed that service was restored as of 8:20pm.
StarHub has also diagnosed the disruption to have been caused by “a network issue with one of our Domain Name Servers that handles internet traffic routing”. This has since been rectified.
Chong apologised for the disruption of home broadband services, and said that StarHub will conduct a detailed analysis to prevent a recurrence.
Top image via downdetector.sg
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