|M1 3G service partially affected on 15 January 2013 |
|NOTICE TO M1 CUSTOMERS |
One of our mobile network switches is impacted by a power problem and mobile services to some of our customers may be partially affected. We are in the process of restoring service and apologise for the inconvenience. Affected customers may want to try switching their devices from the 3G to 2G network.
Our engineers are still working with utmost urgency to restore full service and part of this process is to divert traffic to another switch. While the affected switch is being attended to, we advise customers with 3G service issues to try switching their devices to the 2G network temporarily. We apologise for the inconvenience caused and will provide updates as soon as we can.
To restore service, we have connected the affected network entities to a working switch and migration of traffic from the affected switch is taking place progressively.
"We sincerely apologise to our affected customers for the inconvenience caused, and thank them for their support, understanding and patience. Please be assured that our top priority is to resolve this issue as quickly as possible," said Karen Kooi, Chief Executive Officer, M1 Limited.
A full version of the press statement can be found here
Restoration of 3G services for the affected customers is progressing well and a significant number of them are now able to revert back to 3G services.
Our engineers have been working round the clock and more customers can now access their 3G services. We are continuing work towards full restoration.
Our Engineers are working flat out to restore the network. This complex restoration work involves loading the configuration for each base station into the working switch and comprehensive testing, which includes drive tests in the coverage area of each individual base station to ensure full call continuity for both voice and data services.
Customers who are still experiencing service difficulty are encouraged to switch to the 2G network, which is unaffected and available. To do so, please switch your handset to 2G and reboot it.
We estimate full restoration of 3G services in the remaining affected areas by midnight tomorrow. We thank you for your understanding and patience.
3G Service has been restored to most of the affected areas. We remain on schedule to achieve full restoration by midnight today.
Restoration works have progressed ahead of schedule and 3G service in the affected areas will be fully restored by mid-afternoon today.
3G service has been fully restored in the affected areas.
Our 3G service was fully restored yesterday and is currently up and running.
Any customer who faces service difficulty is advised to power off the handset, remove and reinsert the SIM card and turn on the handset again.
If you have further service difficulty, please email us at the following address: M1network@m1.com.sg and leave your contact number. Our help desk will contact you as soon as possible.