*UPDATE*

Here is M1's latest update regarding the issue.

[13 May, 2:50pm update] We have rectified a network issue that affected fibre broadband internet traffic service. The service has been fully restored at 2pm. If your fibre connection continues to be offline, do switch off and on your ONT and router to reconnect your devices. We apologise for the inconvenience the disruptions have caused, and thank our customers for their patience and kind understanding.

*End of update*

For a "specific group" of M1 customers, yesterday (May 12) was quite a frustrating day in terms of Internet Service.

Here are the issues that plagued some customers.

The problems appear to have surfaced at around 7am, though some claimed that their internet issues occurred earlier.

M1's update at 11.05am on May 12 clarified that the issue was limited to "only a specific group of customers".

Unfortunately for those customers, the issues appear to have lasted for the entire day.

The updates on M1's Facebook page appear to acknowledge this as well.

Here are the next three updates throughout the day on May 12.

[3:40pm update] Our engineers are still working hard to resolve the issues for affected customers that are experiencing fibre broadband disruptions. We will provide further information as soon as we can, and seek our customers’ kind patience and understanding.

[7:30pm update] Our engineers have identified and isolated the issue which is causing disruptions to the affected group of customers. We are working hard to ensure that recovery actions will be taken with considerable caution so as to not have any unintended impact to the majority of our unaffected customers.

[11:30pm update] We are planning to carry out an urgent fibre system maintenance in the early hours of 13 May, Wednesday. This is done during off-peak period so as to keep disruptions to a minimum for the majority of our unaffected customers. We seek our customers’ kind patience and understanding while we continue to resolve the issue for affected customers.

But at 6am today (May 13), a very encouraging update came through.

[13 May, 6am update] We have completed our fibre system maintenance and all fibre services have been fully restored. If your fibre connection continues to be offline, do switch off and on your ONT and router to reconnect your devices. We apologise for the inconvenience, and thank our customers for their patience and kind understanding.

Here is what DownDetector looked like at around 6am today.

Reports of M1 being down actually decreased sharply at around that time.

The respite though was short-lived.

Users promptly went onto M1's Facebook page to let the company know about the ongoing issues.

There are now over 22,000 comments on the post alone.

An interesting point was that some of the people affected today had absolutely no issues with their M1 internet service yesterday.

In fact, Joshua Tan, a 28-year-old Master's student at NTU did not face any issues at all yesterday, but was faced with internet issues today at around 7.30am.

"I was not affected yesterday but I woke up this morning unable to use the Internet. Restarting my modem and router did not work too. I then found out that many others are facing the same issues from M1's Facebook page where people have been complaining on their posts."

The affected M1 users we spoke to, including Tan, had been using data since their WiFi was down.

Tan's calls to M1 did not go through either. Another Mothership reader also echoed the same issue of not being able to get through to M1's hotline since this morning.

Here's M1's latest update.

[13 May, 10:30am update] We are aware that some customers are still unable to connect to their fibre broadband. For some affected customers, their connections have recovered after they switched off and on their ONT and router. We are investigating and will share further updates here.

We have to reached out to M1 for comment and will update the article when they respond.

Image from Downdetector.