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News  30, May 2012

SingTel Mobile fined S$400,000 by IDA for accidental bad service

Image: Singtel

The Infocomm Development Authority of Singapore (IDA) has imposed a financial penalty on SingTel Mobile (STM) for breaching the Code of Practice for Telecommunication Service Resiliency. This follows IDA’s investigation of the disruption of STM’s 3G mobile services on 6 and 7 September 2011.

The service disruption caused some of STM’s mobile subscribers in the central region of Singapore, including Orchard, Tanglin and Telok Blangah, to experience intermittent difficulties in making and receiving calls and accessing SMS, MMS and mobile data services via STM’s 3G network. At all times, 2G services were available. Investigations showed that the service disruption was caused by a software glitch in the new switches that were progressively being installed by STM in the central region of Singapore to upgrade its network. The software glitch affected the normal routing of data packets in the network, and mobile services in the central area were intermittently disrupted over three periods between 6 and 7 September causing a total of 22 hours of service disruption.  More than five percent of STM’s base stations were affected.

In our mobile addicted society, where several minutes of mobile outage could cause mass hysteria and panic, it is unsurprising the IDA took such swift action.

  • Mike Oey

    singtel two days disruption is gross……. the worst is the intermittent disruptions of so called “mobile data services” when everytime i use the so called 4G 3G H+ in the mrt from clementi to lavender or in the express bus from bt batok to toa payoh it is never smooth, always stopped, hang, blank pages, no network connection. it was painful since other user sitting next to me enjoying video streaming in her mobile phone whike i am starring at “no netwirk connection” page on my samsung note lte. called the service centre to reset the line or change the sim card, use the sim card on different mobile phone still the problem persist hasnt been, i asked termination of contract since singtel didnt honour their commitment for mobile data services, the data services is not mobile singtel network not properly set – yet bill always prompt for such bad mobile network service – worst of the worst singtel never heard nor acted on customer complain, only lip service – never read the list of complains in the internet. what IDA comment on this

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