M1: Call Processing Software Issue Caused Service Outage, Offers Compensation

Updated at 7PM: M1 just issued a media statement on the service outage earlier this morning. Its preliminary investigations reveal that a call processing software issue had unexpectedly prevented its customers' devices from registering on the mobile network. The telco also states that it will be conducting a full investigation to determine the root cause.

M1 was only able to restore full mobile services at 12.15PM. As the complexity of the network required the troubleshooting of numerous interlinked network entities, the service restoration took five hours. 

M1 - “We are sorry for the inconvenience caused to our customers. We take this incident very seriously, and in addition to our own investigation, we will be appointing an independent expert to conduct a network architecture and connectivity review,” said Ms Karen Kooi, Chief Executive Officer, M1 Limited.

To compensate customers, M1 is offering one day of free local mobile calls, local SMS and MMS on February 9, Sunday.

Originally reported at 1.12PM

M1 posted on its Facebook Page that its mobile services have been fully restored although the cause of the outage remains unknown.

The telco advises customers to turn off and on their phones if they still experience connectivity issues. If the problem persists, customers can drop a note to M1 via http://csfeedback.m1.com.sg/.

The service outage started four hours ago when some customers had problems sending text messages and making voice calls. Two hours ago, we received feedback from readers that they also faced mobile data connectivity issues.

Source: M1 Facebook Page

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