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Singtel home broadband customers faced 24 hours of internet outage

By Vijay Anand - on 4 Dec 2016, 10:55am

Singtel home broadband customers faced 24 hours of internet outage

In this day and age, even an hour without internet is a torture, but sadly, Singapore's number one internet provider, Singtel, had a full day of service disruption that left its broadband customers stranded for 24 hours yesterday, 3rd December. Some of the earliest reports were, as you guessed it, reported on our own forums with a discussion thread spanning over 2,500 replies:-

By afternoon, 1.30pm on 3rd December, Singtel was still trying to diagnose the internet connectivity issue, but in the meantime they've advised their customers who are also Singtel postpaid mobile subscribers to utilize their mobile broadband connectivity. Singtel will waive their mobile data charges incurred during the period of downtime:-

Apparently, Singtel's DHCP servers were not functioning normally and couldn't assign IP addresses to home broadband modems. That effectively means no internet connectivity for customers relying on Singtel's default DHCP assigned IP configuration. This diagnosis however only came about late in the evening of 3rd December:-

By the wee hours in the morning of 4th December, Singtel has been progressively restoring their consumer fiber broadband services:-

At 9.50am on 4th December, Singtel has announced that fiber broadband services have been full restored:-

 

Compensation plans

All affected customers will receive a 10% discount on this month's broadband subscription, which will be reflected in their January bill.

Additionally, affected customers who are Singtel postpaid mobile customers will have their mobile data charges waived for both 3rd and 4th December. Unfortunately, non Singtel postpaid mobile customers who were affected by the home broadband downtime don't have an equivalent compensation option.
 

Cause of disruption

Singtel is still investigating the root cause of the reason why its DHCP servers were unable to assign IP addresses to its consumer home modems. We'll update this story when more information is made available.

Source: HardwareZone Forums (1), (2), Singtel Facebook

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