Image credits - CNA
StarHub users across Singapore experienced widespread disruptions to their broadband and TV services on the evening of August 20, with issues reported from approximately 5:56 PM. The outage, which affected customers in numerous areas, was progressively resolved by around 9 PM.
The disruptions led to a surge of complaints and outage reports from users. The issues were tracked by Downdetector, which recorded over 7,000 reports by 8:30 PM. Affected areas included Shenton Way, Tampines, Pasir Ris, Simei, Punggol, Serangoon, Potong Pasir, Hougang, Clementi, West Coast, and Yew Tee, among others. Customers reported problems ranging from intermittent connectivity to complete loss of service.
In a series of updates on Facebook, StarHub acknowledged the problem and provided reassurance to its users. By 7:57 PM, the telco confirmed that it was aware of the disruptions and was working to resolve them. “Our team is working to resolve the issue promptly. We apologise for the inconvenience and will share updates as soon as possible,” the post stated.
By 9:15 PM, StarHub announced that it had successfully rerouted traffic, and services were being restored progressively. The company advised customers experiencing continued issues to reboot their routers. “You should start seeing your broadband and TV+ services coming back online progressively,” the update read.
The outage affected around 80% of reports related to landline internet, with 15% concerning signal loss. The company’s swift response and technical efforts to resolve the situation were noted as critical in managing the impact on users.