StarHub broadband service disrupted in many areas across Singapore

SINGAPORE: StarHub customers in many areas across Singapore reported issues with their broadband service on Tuesday evening (Aug 20), with some complaining of intermittent connectivity while others said they had no service at all. 
More than 7,000 reports were made on outage tracking website Downdetector as of 8.30pm. 
In a Facebook post at about 8pm, StarHub said it was aware customers in some locations may be experiencing “disruptions” to their broadband service and that it was “working to resolve the issue promptly”. 
Users took to the comments section to report issues in areas such as Boon Lay, Jurong, Bukit Batok, Bukit Panjang, Choa Chu Kang, Commonwealth, Dover, East Coast, Pasir Ris, Simei, Tampines, Hougang, Kovan, Toa Payoh, Bishan, Woodlands, Yio Chu Kang, Punggol, Choa Chu Kang, Bukit Merah, Telok Blangah, Tiong Bahru, River Valley, Kallang and Boon Keng. 
Many said they encountered issues from about 6pm onwards with one reporting that he encountered issues at 5.30pm. 
In a subsequent update at about 9.15pm, the telco said it had “successfully rerouted traffic” and that customers should start seeing their broadband and TV+ services come back online “progressively”.
“If you’re still facing issues, we recommend trying a quick reboot of your router,” it added. 
By 9pm, StarHub’s Facebook post had garnered more than a thousand comments. 
“No network connection in Pasir Ris area, needed to access my uni resource online and this happens,” said Facebook user Choo Miin Jye, who also urged the telco to provide a “compensation plan” to those affected. 
Another Facebook user, Leonidas Yanagia, said that they were unable to submit an assignment. 
In response to CNA queries, the telco said at about 10.20pm that the issue stemmed from problems with its DNS servers. 
“We apologise for the inconvenience caused by the disruption to broadband services experienced by some of our customers. The issue stemmed from problems with our DNS servers, which have now been resolved. This disruption may have caused slowness or interruptions to both broadband and TV services.”
StarHub advised customers to reboot their routers to restore full service. 
“If internet services are restored but TV services remain down, please restart your set-top box or TV box.
“We deeply appreciate our customers’ patience and understanding as we work to ensure that services return to normal as swiftly as possible.” 
A check by CNA on Wednesday morning showed some users were still reporting connection issues on the Downdetector website.
It was the same on StarHub’s Facebook page, with some users complaining of ongoing problems despite rebooting their routers. 
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