Nex undergoing 'modernisation' programme for escalators, sincerely apologises for inconvenience caused

There has been quite a bit of chatter online about the escalators at Nex.

Many complaints, both serious and humorous, about how and why the escalators sometimes don't work.

That frustration extended to Google Reviews as well.

Of the 22,367 reviews of the mall, around 185 are tagged with "escalators".

"Every visit feels like another section is closed," one netizen said.

With others offering workarounds for the escalator issue.

So what actually is going on?

Under maintenance

When Mothership went down to the mall, we were met with these escalators under maintenance.

Escalators under renovation

Here's a clearer example of the affected escalators Mothership observed on Sep. 22.

On Sep. 18, we noted that this escalator was down as well.

It was, however, repaired by the time we returned on Sep. 22.

One small escalator outside was also out of order at the entrance.

Frasers Property published an article on Feb. 12 that said Nex was scheduling an Asset Enhancement Initiative (AEI) to take place in the second quarter of 2026, which would take about two years to complete.

This will apparently see about 44,000 square feet of additional commercial net lettable area (NLA) being added.

Other periods

Complaints about the escalator, however, appear to have surfaced quite a bit before the AEI in 2026.

In July 2025, a Facebook post on Complaint Singapore alleged that an escalator from level B1 to B2 had been under maintenance for over two weeks.

The feedback wasn't just online either. Mothership went down to talk to staff from various outlets in the mall.

All the staff, from stores on different floors, acknowledged the issues with the escalators.

Their complaints ranged from the affected escalators changing constantly, their business being affected, or it being a hassle to get to their workplace.

One escalator had been undergoing maintenance for over a month, a staff member at the basement level said.

An employee at a second-floor outlet said an escalator nearby had been under maintenance for the past four to five days.

Staff and commuters alike will then have to walk quite a distance to reach the next escalator, which makes things inconvenient, especially for the elderly, she said.

The staff estimated the maintenance on escalators throughout the mall had been ongoing for at least six months to over a year.

It was not a monolith of course, and one staff at an outlet a bit further away from the escalators praised the mall's layout, calling it the best mall in Singapore.

Upgrades

As seen from earlier pictures, the escalators appear to be down as part of an upgrading programme, aiming for a November finish.

Responding to Mothership's queries, a Nex spokesperson confirmed on Sep. 10 that they are currently undergoing the AEI.

The spokesperson says they have been undergoing a "modernisation programme" for their lifts and escalators.

This programme commenced prior to the AEI, and the programme is part of their ongoing efforts to enhance the "safety, reliability and overall experience" of their shoppers.

Due to the programme, they noted that some escalators may be taken out of service for upgrading works, while others "may require servicing or repairs due to wear and tear".

They will monitor the situation closely and restore affected escalators as quickly as possible.

"We seek our shoppers’ patience and understanding as we work through the modernisation programme, and sincerely apologise for any inconvenience caused."