07 Jun '11, 12am

Our reader says he spent 1.5 hours calling the SingNet hotline before he got to speak to someone about his problem.

ON APRIL 28 this year, I realised that my residential SingNet broadband had been down from 6pm. I spent one hour troubleshooting. Another 1.5 hours was spent calling the SingNet technical hotline before I managed to speak to someone who told me there was an outage of SingNet broadband in limited residential areas, including mine. I was also told that the outage had happened from 2pm that day. When I asked why affected customers were not informed of the outage even after six hours into it, the answer was that they did not follow such a practice when it was an unplanned outage. I was shocked. SingTel is one of the largest Internet service providers (ISPs) here and yet it does not have procedures to notify customers on service disruptions. I requested a call to inform me when the service was restored and received it the next morning at around 9.30am. When I asked for the caus...

Full article: http://www.straitstimes.com/STForum/OnlineStory/STIStory_...

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