[UPDATE: Sept 16]
NetLink Trust said in a statement at 5.50am that fibre services were fully restored at 5.40am following works through the night.
“We sincerely apologise for the disruption and inconvenience caused and thank affected end users for their patience and understanding,” it added
Some broadband customers in Singapore have reported service disruptions following a fibre service outage affecting multiple internet service providers (ISPs) including Singtel, StarHub, M1 and Simba.
Checks by AsiaOne on outage tracking platform Downdetector at 4.15pm showed a spike in reports from around 1.27pm.
Singtel said NetLink Trust had informed it of a fibre service outage that may be affecting some of its customers.
In a social media post, Singtel said its engineers were working with NetLink Trust to investigate the issue.
StarHub said it was aware that some customers may be experiencing disruptions due to a fibre cut affecting multiple operators.
In a Facebook post, the telco said it was working closely with NetLink Trust to restore services as soon as possible.
It apologised for the inconvenience caused and said it would share further updates when available.
In response to a customer's feedback on its Facebook page, the ISP said the issue currently affects its broadband services, and that their engineers were working to resolve it.
In a statement released on its website, NetLink Trust said broadband services in parts of Bishan and Thomson were affected.
NetLink Trust later shared in an update at 5pm that approximately 2,000 users were affected by the disruption.
Preliminary investigations indicated that multiple NetLink fibre cables were damaged during construction works carried out by a third-party contractor, which was not engaged by NetLink Trust.
The network operator said it was investigating the circumstances surrounding the incident, and added that its recovery teams were on site, with restoration works underway.
In a subsequent update issued at around 9.45pm, NetLink Trust said recovery efforts were being complicated by conditions at the damage site, including water ingress and obstructions that are limiting access to underground cables.
“Despite these constraints, our teams are working continuously throughout the night to repair the damaged cables and progressively restore affected services as quickly and safely as possible,” it added.
NetLink Trust also said that is targeting to restore affected services by Wednesday morning, subject to the progress of works and extent of damages found.
The fibre network company added that it is working closely with the Internet Service Providers to expedite restoration of affected services.
“We recognise the disruption this is causing to affected end users and sincerely apologise for the inconvenience,” NetLink Trust said.
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