Singapore’s starhub and M1 telecom operators were fined a total of SG$610,000 ($447,090) for broadband outages in April and May this year, and two of the following were found to be due to human oversight, adding a formula configuration.
In determining monetary sanctions, industry regulator Infocomm Media Development Authority (IMDA) said Sunday that it had taken into account points such as duration, effect and visitor service measures implemented through operators to mitigate the effect.
StarHub’s April 15 outage lasted approximately five hours and affected up to 250,000 broadband subscribers. Triggered when a worker made a configuration error during a planned network migration exercise, IMDA stated that the incident could have been avoided if the operator had had more supervised personnel during the migration exercise.
For violating the country’s 2016 Code of Practice for Resilient Telecommunications Services, StarHub was fined SG $ 210,000 ($ 153,916), IMDA said, adding that it took into account the operator’s efforts to repair the facilities as soon as possible. and its activation. reaction and refund to affected subscribers.
M1 outages for two days on May 12 and 13, affecting 18,000 and 20,000 broadband subscribers, respectively.
The first outage, which lasted 23 hours, was the result of a corrupted profile database on the gateway of the operator’s broadband network, which, according to IMDA, could have been avoided if M1 staff and the service provider had followed the prescribed procedures.
At the time of the six-hour outage, a software failure on the operator’s network appliance affected the routing of Internet traffic for affected subscribers. In this case, IMDA made the decision that M1 might not have “reasonably anticipated and prevented” the incident, as it was the first time that the software failure had affected that device and had discovered that the operator had not violated the Code. smart practices.
However, it was discovered that M1 had violated the Code at the first outage and fined $400,000 ($293,173). Noting that the outage had lasted nearly a full day, IMDA stated that it had caused significant inconvenience to affected subscribers.
Aileen Chia, deputy director general of the industry regulator, said: “We take any disruption of the service of public telecommunications services very seriously, especially the era of automatic switches when most people ran and read at home, and we will take company and decisive action. “safeguarding the interests of our consumers.
“Operators will need to talk to their consumers about service difficulties and rectify incidents quickly, and will need to provide smart service recovery measures to affected consumers,” Chia said.
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