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Power Trip Caused Outage on StarHub Cable TV and Broadband Services

By Sidney Wong - on 28 Sep 2013, 7:20am

Power Trip Caused Outage on StarHub Cable TV and Broadband Services

 Image source: StarHub

*Update at 1PM: StarHub responded with the following statements:

"As of 2am the same day, most of our cable TV channels were up. The remaining few channels were restored by 5:30am. After further investigations, we confirm that our cable broadband service remained unaffected by the power supply issue. We are looking into a small number of isolated cases where customers faced temporary difficulty in using the cable broadband service." -  Mr Mock Pak Lum, Chief Technology Officer, StarHub

If you are a StarHub cable TV and/or broadband user, you might have or continue to face problems using these services this morning.

According to StarHub's Facebook post at 1AM this morning, the cable TV and broadband services were temporarily unavailable for some customers. A check on our forums suggested that the problems surfaced after midnight, and it seemed to have affected many areas such as Jurong West, Hougang, Marina Parade, Kallang, MacPherson and Choa Chu Kang.

Image source: StarHub Facebook Page

StarHub customers went onto StarHub's Facebook Page and our forum to voice out their frustrations. At point of publication, StarHub's first Facebook post on the service disruption received over 763 comments and our forum thread garnered over 137 comments in one hour!

The telco posted a status update an hour later at 2AM informing the public that most cable TV channels and broadband services had been restored. It also informed customers that a power trip caused the temporary outage. Some cable TV channels apparently took longer to be restored due to power supply issues at one of their network operation locations.

Image source: StarHub Facebook Page

It remains unclear whether StarHub had fully restored all the services. Based on some users' feedback on StarHub Page, it appears that some users are still experiencing problems with their services. We've reached out to StarHub on this issue and will update this section when we have new information.

Earlier this year, M1 suffered a service outage on its 3G mobile network for three days due to a power incident at its network centre. The telco followed up with detailed updates on its service recovery operations and compensated its customers with three days of free local mobile calls, SMS, MMS and data services.

Sources: StarHub Facebook Page, HardwareZone forum thread