StarHub is giving a one-time 20 percent rebate on their Home Broadband monthly fee to their customers who were affected on the intermittent connection issue that happened on April 15.
StarHub customers experienced service disruption and loss of internet connection last April 15, that lasted for almost 7 hours in many areas of Singapore.
StarHub understood the impact of the issue and acknowledged the fact that people need a consistent and reliable internet connection as most of the population are currently working and studying from home due to the nationwide circuit breaker measures presently in effect.
The service disruption’s possible caused was initially speculated to be a cyberattack but eventually ruled out because of a reliable reference that gears towards faulty equipment and network issue.
As per StarHub, after receiving reports and inquiries about customer’s issues on their fiber services, they immediately investigated and changed the faulty equipment with new units. The service was closely monitored for stability after replacement.
StarHub also found out a network issue about 3:50 pm on April 15 with its Domain Name Servers that serve Home broadband customers. The problem was believed to be the cause for the majority of customers who experienced having a slow to no internet access.
Based on the statement released by StarHub, the issue was immediately investigated and made necessary actions to rectify the situation. The affected services were fully restored at 8:20 pm on the same day.
Chief Executive of StarHub Peter Kaliaropoulus, have reported the actions taken to ensure that affected services get restored and stop any recurrence. “We assure our customers that our network traffic is well below available capacity, and ample redundancy has been built into our network to cater for high service levels to be delivered consistently.”
Kaliaropolous also extended an apology: “We are deeply sorry for the disruption of service and frustration experienced by some of our customers on Wednesday. Our customers place great trust and importance on our network quality and resiliency, and we regrettably fell short of giving them the service experience they deserve”.
Due to the said issue, affected customers can register for a one-time 20 percent rebate on the monthly bill through the link that will be sent by StarHub.