StarHub customers across Singapore experienced a service outage on May 30, which left many users unable to access the internet for at least two hours.
According to The Straits Times, the outage sparked complaints from users in various areas, including Punggol, Sengkang, Hougang, Yishun, and Ang Mo Kio.
StarHub is a telecommunications company based in Singapore that provides a wide range of services, including mobile, broadband, and digital TV services. Established in 2000, it has become one of the country's leading telecom operators.
Nearly 7,000 Complaints Reported on DownDetector Due to StarHub Outage
The disruption proved particularly troublesome for those working from home, who turned to StarHub's social media channels to voice their frustration.
According to DownDetector, a site that tracks and analyzes service interruptions, the first signs of trouble were reported at 11:31 a.m., with 993 complaints logged. By 11:46 a.m., reports had surged to a peak of nearly 7,000. Even after 1 p.m., there were still over 500 unresolved issues.
DownDetector uses real-time data from various platforms to identify service disruptions early on. StarHub posted updates on Facebook to keep customers informed as the outage unfolded.
At 12:16 p.m., the company acknowledged the problem, stating that efforts were underway to restore fixed broadband services and apologizing for the inconvenience caused.
StarHub Restores Fixed Broadband Services
By 12:40 p.m., StarHub reported partial restoration of services and advised customers to reboot their devices. Despite these updates, some users reported connectivity problems past 1 p.m.
StarHub's message was updated again at 2:10 p.m., declaring the complete restoration of fixed broadband services. Customers still experiencing issues were once again encouraged to restart their devices.
A user raised a concern on StarHub's Facebook update, questioning the company's ability to foresee and address the outage. The user also cited a noticeable slowdown in service over the past week and criticized the poor performance of StarHub's automated customer service on both phone and WhatsApp, urging improvements in this area.
StarHub's response reiterated their earlier advice to reboot devices if connectivity issues persisted.
"Dear customers, our fixed broadband services have been fully restored. For users who are still experiencing difficulty connecting to network, please power off and on your ONT and router devices. We are sorry for the inconvenience caused and thank you for your patience," the internet provider wrote in its latest update.
The company offers mobile services through its subsidiary, StarHub Mobile, which makes it a prominent player in the market with a substantial customer base.
In addition to mobile services, StarHub provides high-speed internet access through its broadband services, enhanced by the acquisition of CyberWay and a merger with Singapore Cable Vision.
The company has grown rapidly over the years, boasting millions of customers and holding a significant market share, making it one of Singapore's largest mobile network operators.
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