Disruption to StarHub broadband and TV+ services fully resolved, says telco

SINGAPORE: The disruption to broadband and TV+ services has been fully resolved, said StarHub on Wednesday (Aug 21), nearly a day after many customers across Singapore reported issues.
“All services should now be functioning normally,” said a StarHub spokesperson in response to CNA’s queries.
In a media statement issued at about 4.45pm, the telco advised those still experiencing connectivity issues to reboot their router and, if necessary, their set-top box to ensure proper service restoration. 
StarHub first addressed the issue in a Facebook post on Tuesday night, announcing that customers in some locations may be experiencing “disruptions” to their broadband service.
By 9pm, the post had garnered more than a thousand comments with customers expressing frustration at the situation.
Issues were reported by users in various areas such as Boon Lay, Jurong, Bukit Batok, Bukit Panjang, Choa Chu Kang, Commonwealth, Dover, East Coast, Pasir Ris, Simei, Tampines and Hougang. 
Other customers in Kovan, Toa Payoh, Bishan, Woodlands, Yio Chu Kang, Punggol, Choa Chu Kang, Bukit Merah, Telok Blangah, Tiong Bahru, River Valley, Kallang and Boon Keng also said their broadband service had been disrupted. 
Some complained of intermittent connectivity while others said they had no service at all. 
Many said they encountered issues from about 6pm onwards with one reporting that he encountered issues at 5.30pm. 
StarHub said in an update that same night that customers should start seeing their broadband and TV+ services coming back online “progressively”. The issue stemmed from problems with the telco’s DNS servers.
However, comments on the post continued coming in on Wednesday afternoon. By about 5pm, about 1,500 comments had been made.
A user in Punggol commented at about 4.10pm that they had restarted their router but still had internet connection issues. 
More than 7,500 reports were made on outage tracking website Downdetector as of about 8.30pm on Tuesday. 
The reports tapered off around midnight but still continued on Wednesday. By about 4.30pm, the number of reports being made had dropped to 47. 
StarHub’s spokesperson said the telco’s team “worked diligently to reroute traffic and restore services as quickly as possible”.
“We are focused on ensuring the stability and reliability of our services. Our customer service team remains available for any further assistance.”