SingTel's Service Recovery Efforts at Bukit Panjang Exchange (Updated)

SingTel's Service Recovery Efforts at Bukit Panjang Exchange (Updated)

*Update at 3.55PM 12/10/2013: SingTel just confirmed that all affected ADSL services (copper-based Internet, mio TV and voice services) have been restored. However, there are still a small number of fibre cables that require further rectification. As such, some SingTel fibre customers may still be experiencing service performance issues or difficulties connecting to the Internet.

SingTel is dispatching mobile broadband dongles to customers (on fibre broadband services only) as soon as possible for use with their laptops and desktop PCs. As for  fibre-based mio TV, mio Voice and Internet customers, the telco will start to install ADSL broadband at their homes to support these services. Affected customers are advised to contact SingTel at with their contact details and account number. 


*Update at 10.30AM: SingTel just informed us that all damaged fibre cable lines were reconnected by 7:15am today. The telco also expects most affected customers are able to use their services again.

As there may be a need for limited network adjustments, there is a likelihood that service performance for some customers will be affected. If you experience difficulties in bringing equipments (modems and set-up boxes) back into operation, you are advised to contact SingTel for assistance. 

SingTel's main focus now is to carry out investigations to determine the root cause of the fire. A group of engineers will also be deployed to review the quality of the repair works done so far. The telco will convene an internal board of inquiry and work closely with IDA to review the robustness of its systems and minimise the impact of such accidents in future.


Originally reported on 10 October 2013

*Update at 11.10pm: SingTel has informed us that all fiber cable repairs for their corporate customers were completed by 7pm as planned. Since the business day has ended, they can only verify the state of connectivity with their customers tomorrow morning. Meanwhile, SingTel states that they are on track to complete restoration for all remaining services by 7am tomorrow.

*Update at 4.10PM: StarHub posted the latest update on its Facebook page, stating that pay TV, cable broadband and digital voice services were fully restored for affected customers as of 2.30PM. The telco also restored service to 27% of its fibre broadband customers.

SingTel held a media briefing earlier at 1PM today to provide further information on its service recovery efforts at the Bukit Panjang Exchange.

The telco expects all business services to be fully restored by 7PM today while all remaining services including residential will be fully restored by 7AM tomorrow. The telco also provided some statistics on affected services and customers as of 11AM: 

According to SingTel, the fire damaged a total of 149 cables at one of its chambers in the building. 100 engineers were deployed on-site to carry out recovery operations. The size of the chamber, measuring 40 x 5m, limits the number of people who are able to access the chamber at any point in time. 

The cause of the fire remains unknown, and SingTel is still conducting investigations. When queried on providing compensation for customers affected by the service outages, Mr. Yuen Kuan Moon, CEO Consumer Singapore at SingTel, states that the telco has plans to do so, but its main priority right now is to resume all services as soon as possible. More details on the compensation will be revealed at a later date.

 SingTel provides an overview of the communication process.

In its latest Facebook post, StarHub states that 19% of its fibre broadband services to affected customers had been restored. It will continue to work with SingTel to speed up restoration works. M1 also posted on its Facebook page that broadband service to a number of fibre customers was restored this morning and work to restore service to our remaining affected fibre broadband connections is ongoing.

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