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SingTel fire: Fibre broadband services still down for some users

SINGAPORE — Some customers — across three telcos — have yet to have their fibre broadband services restored, three days after SingTel said it had reconnected all the fibre optic cables that were damaged in a fire at its facility at Bukit Panjang last Wednesday which knocked out telecommunications services for thousands of customers.

SINGAPORE — Some customers — across three telcos — have yet to have their fibre broadband services restored, three days after SingTel said it had reconnected all the fibre optic cables that were damaged in a fire at its facility at Bukit Panjang last Wednesday which knocked out telecommunications services for thousands of customers.

According to StarHub, more than 600 of its customers were still affected as of 5pm yesterday — up from the 400 figure it provided in an update on Saturday. M1 said it was still receiving complaints yesterday, but did not provide numbers. SingTel said on its Facebook page yesterday that about 100 customers “may still be experiencing difficulties” as of 10am.

Said Ms Jeannie Ong, StarHub’s Chief Marketing Officer, in a statement yesterday: “After further investigations, it appears that some individual links within some of OpenNet’s fibre cables damaged by the fire at SingTel’s Bukit Panjang Exchange were not reconnected properly.”

A SingTel spokesperson said that while all damaged cables were reconnected by last Friday morning, “there are a small number of fibre cables that require further fine-tuning”.

“We are focused on resolving all customer concerns and have ramped up our resources to respond as quickly as possible,” he said.

He added that SingTel has been assisting other operators with their customers’ connection issues “when we have full view of their issues”, and that it relied on the other operators to provide “timely and complete information” to address the issues. “To date, SingTel has only received a small fraction of the 400 incident reports that StarHub cited in its comments to the media (on Saturday),” he said. “We encourage StarHub to closely collaborate with OpenNet and us, to resolve these issues.”

In response, Ms Ong said StarHub has been “working closely” with SingTel and OpenNet — which owns two-thirds of the 149 fibre optic cables damaged in the fire — to help “rectify connections”.

Its subsidiary Nucleus Connect has been providing details on the “full set” of affected fibre cables to OpenNet “three to four times a day”, and has offered to assist OpenNet in troubleshooting and restoring the affected connections.

“We urge OpenNet and SingTel to work closely to clarify the details of connections still affected, and channel additional resources to rectify those connections that are still not properly reconnected,” she said.

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