M1 suffers its second outage in less than two years today as a power incident at its network centre brought its 3G mobile network to a halt since 3 am. At time of publication, M1 customers are still encountering reception issues on their mobile devices.
The latest status update posted by M1 two hours ago has generated over 2,900 comments from its customers, blaming the telco for its slow response and the inconvenience caused.
In its press release, M1 stated that a transmission equipment upgrade done by one of its vendors at 3 am this morning sparked off a power incident at its network centre, which set off the gas suppression and water sprinkler systems. This in turn caused an outage at one of its mobile network switches, and affected the 3G network entities connected to the switch. As the 2G network entities are connected to another switch, they were not affected.
The telco claimed that there were loss of 3G mobile services to some customers in the South-Western parts of Singapore, namely West Coast, Jurong and Tuas areas. However, posts by frustrated customers on its Facebook page claimed that other areas were also affected such as Pasir Ris and Toa Payoh.
According to M1, 3G phones of affected customers will automatically switch to the 2G network. The majority of 4G phones will require customers to turn off the 4G service manually on their devices, and this will prompt the terminals to fall back to the 2G network.
M1 will continue to provide regular updates through the M1’s corporate website, Facebook and hotline. To restore services, the telco has connected the network entities to a working switch and are conducting final stages of testing. Actual migration of traffic from the affected switch will take place progressively.
“We sincerely apologise to our affected customers for the inconvenience caused, and thank them for their support, understanding and patience. Please be assured that our top priority is to resolve this issue as quickly as possible,” said Karen Kooi, Chief Executive Officer, M1 Limited.
“Added measures will be put in place to prevent recurrence of such incidents,” added Ms Kooi.