On Tuesday, customers of Singtel, the largest mobile network in Singapore, faced connectivity issues for the second consecutive day. These disruptions followed a Monday outage that lasted more than eight hours and impacted thousands of users, creating significant inconvenience for customers and affecting crucial services such as payments, ride-hailing, and food delivery.
Singtel revealed that a “small number” of customers were experiencing connectivity issues, but clarified that these problems were unrelated to the Monday outage. By 5 p.m. on Tuesday, connectivity had been restored. The company issued an apology for the inconvenience caused to its customers.
The Infocomm Media Development Authority (IMDA), in a recent statement, confirmed that initial investigations into the two incidents found no evidence of any cyber-related issues. They emphasized that they seriously view any service disruptions and pledged to thoroughly investigate both incidents. They also sternly warned that they would not hesitate to take stringent regulatory action against Singtel if any lapses were identified.
On Monday, Singtel experienced a severe network outage that lasted more than eight hours. This disruption led to many Singtel users reporting issues with their mobile services. Some were even unable to make payments or use mobile data for work-related tasks.
Last month, the authorities in Singapore reported that all four major telcos, including Singtel, had been targeted in a cyberattack by UNC3886. This assault, disclosed last year, enabled the attackers to access critical systems at the telcos. However, no sensitive customer data was compromised.
Despite the restoration of services, many Singtel and GOMO users reported that they were still unable to reconnect on Tuesday. They expressed frustration over the slow customer service responses. GOMO is a budget-friendly sub-brand of Singtel.
Priscilla Wee, a 56-year-old homemaker, shared her ordeal of repeatedly turning her phone off and on and reloading her GOMO e-SIM. However, her efforts were in vain. Out of frustration, she terminated her GOMO line on March 17 and switched to StarHub. She stated, “The trust factor with Singtel is now gone.”
Aaron Ang, chief technology officer of Cyber Leaders Nexus, a Singapore-based cybersecurity company, commented on the situation. He suggested that engineers responding to a significant outage often resort to restarting systems, rerouting traffic, or implementing quick fixes. Such remedial actions can put stress on other parts of the system or reveal hidden issues, potentially causing a second, separate outage.
What was the cause of the recent Singtel disruptions?
The company stated that they were unrelated incidents and not associated with any cyber-related issues.
What were the consequences of these disruptions?
Thousands of users were affected, with some unable to use essential services such as payments, ride-hailing, and food delivery, leading to significant inconvenience.
What is the IMDA’s stance on these incidents?
The Infocomm Media Development Authority takes a serious view of service disruptions, pledging to thoroughly investigate both incidents and warning of stringent regulatory action if any lapses are identified.
