Singapore slaps $447,000 fine on broadband operators for service outages

Singapore telcos StarHub and M1 were fined a complete of SG$610,000 ($447,090) for broadband carrier disruptions that took place in April and Would possibly this yr. Two of the outages later had been discovered to be because of human oversight, together with a gadget configuration. 

In figuring out the monetary consequences, business regulator Infocomm Media Building Authority (IMDA) mentioned in a observation Sunday that it had regarded as more than a few components such because the length, affect, and customer support measures rolled out by means of the operators to mitigate affect. 

StarHub’s carrier outage on April 15 lasted nearly 5 hours and affected as much as 250,000 broadband subscribers. Precipitated when an worker made a configuration error all over a scheduled community migration workout, IMDA mentioned the incident may have been averted if the operator had higher supervised the group of workers all over the migration workout. 


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For breaching the rustic’s Code of Observe for Telecommunication Provider Resilience 2016, StarHub was once fined SG$210,000 ($153,916), mentioned IMDA, which added that it regarded as the operator’s efforts in restoring products and services once imaginable and its swift reaction and reimbursement to affected subscribed. 

M1’s carrier disruptions took place over two days on Would possibly 12 and Would possibly 13, affecting 18,000 and 20,000 broadband subscribers, respectively. 

The primary outage, lasting 23 hours, was once the results of a corrupted profile database within the operator’s Broadband Community Gateway, which IMDA famous may have been have shyed away from if M1’s group of workers and repair seller had adopted prescribed procedures. 

In the second one disruption, which lasted six hours, a instrument fault within the operator’s community apparatus was once discovered to have affected web site visitors routing for the affected subscribers. Right here, IMDA made up our minds M1 may now not have “fairly foreseen and averted” the incident because it was once the primary time the instrument fault had affected such apparatus and deemed the operator to not be in breach of the Code of Observe.

Then again, M1 was once discovered to have contravened the Code within the first carrier outage and fined SG$400,000 ($293,173). Noting that the disruption had spanned nearly a complete day, IMDA mentioned it led to important inconvenience to the affected subscribers.  

The business regulator’s deputy leader govt Aileen Chia, mentioned: “We take a major view of any carrier disruption to public telecommunications products and services, specifically all over the circuit breaker duration when the general public had been running and finding out from house, and can take company and decisive motion to safeguard our customers’ pursuits. 

“Operators will have to keep in touch any carrier difficulties with their consumers and rectify incidents expeditiously, and will have to supply excellent carrier restoration measures to affected consumers,” Chia mentioned.

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