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IDA fines SingTel Mobile for 3G disruptions

Jack Loo | June 1, 2012
Regulator deemed that the provider breached service resiliency code.

The Infocomm Development Authority of Singapore (IDA) has slapped a monetary fine of S$400,000 (US$310,433) on SingTel for service disruptions to its 3G mobile services.

The regulator said it investigated disruptions of SingTel Mobile's 3G mobile services on 6 and 7 September last year, which found that STM had not fulfilled its obligation to provide resilient mobile telephone services under IDA's Service Resiliency Code.

The service disruption caused SingTel's mobile subscribers in the central region of Singapore, including Orchard, Tanglin and Telok Blangah, to experience intermittent difficulties in making and receiving calls and accessing SMS, MMS and mobile data services.

Investigations showed that the service disruption was caused by a software glitch in the new switches that were progressively being installed by STM in the central region of Singapore to upgrade its network.

The software glitch affected the normal routing of data packets in the network, and mobile services in the central area were intermittently disrupted over three periods between 6 and 7 September causing a total of 22 hours of service disruption.

IDA found out that SingTel Mobile's efforts to rectify the fault was not satisfactory and deemed that the provider could have shortened the duration of the service disruption.

IDA also considered mitigating factors such as the 2G network was not affected during the service disruption and that end-users who switched to 2G were still able to use their mobile services. 

IDA's Service Resiliency Code sets out service standards and a penalty framework for service disruptions which result in widespread service difficulties. The maximum fine can go up to S$1 million or 10 percent of the annual turnover of the provider, depending on which is higher.


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