Everything About the M1 Downtime, Whereby They Claim ‘Most Customers’ Have No Issue

Travel back in time to 2019, and any internet disruption is just another unlucky day.

But now?

It could mean that you’d be marked as AWOL from work for a day, given that most people are now working from home and some companies require staff member to log in every morning to a videoconferencing app to “show face”.

And if you’re an M1 customer, then good luck: your boss could be going after your throat today.

M1 Downtime Since This Morning

Early this morning, since about 5am, the number of people reporting about M1 downtime spiked, and social media users started to complain about the lack of connectivity if they’re using M1 fibre services.

It was only at 7:51am that M1 announced publicly about the issue.

They said in their first Facebook post, “Customers may experience difficulties in accessing fibre services in some areas in the western, central and eastern parts of Singapore. Our engineers are working hard to resolve the issue. We apologise for the inconvenience and will provide updates as soon as possible. Thank you for your patience and understanding.”

A check on downdetector, however, shows that almost the whole of Singapore is affected.

Reader Bao: But they say western, central and eastern parts mah, that’s almost the whole Singapore le except Yishun

Right. Might as well just leave that out. So if you live in Woodlands then—

Oh.

Maybe they need to word their announcement more carefully.

And yet.

Later, in an update at 11:05am, they claimed that “only a specific group” is affected.

That obviously didn’t go well with netizens—especially those who’re affected.

The burn is strong there.

As of now, the engineers are working on overdrive to solve the problem while their customer service team is responding to almost all comments on their Facebook Page. Or to be specific, Abigail, James and Maggie.

StarHub Provided Rebate After Disruption During Circuit Breaker

Even before the circuit breaker period, internet usage had increased dramatically by as much as 60%, according to Internet service providers (ISPs).

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This is largely due to the fact that many employees at the time were already working from home.

A StarHub disruption on 15 April 2020 has caught the attention of IMDA, and the green telco had then offered a one-time rebate of 20% to compensate affected customers.

But people aren’t happy that they had to fill up a form to get the rebate instead of automatically receiving it.

Back then, the issue was caused by an “isolated fault in a piece of network equipment” and a network issue affecting StarHub’s Domain Name Servers (DNS).

One can only wonder how M1 is going to respond to this disruption.

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