SINGAPORE: The Infocomm Development Authority of
Singapore (IDA) has imposed a fine of S$400,000 on SingTel Mobile
(STM) for service disruption in its 3G Mobile Network on September
6 and 7, 2011.
It said on Wednesday that STM failed to provide
resilient mobile telephone services.
The service disruption caused some of STM's mobile
subscribers in the central region of Singapore, including Orchard,
Tanglin and Telok Blangah, to experience intermittent difficulties
in making and receiving calls.
They also had problems accessing SMS, MMS and mobile data services
via STM's 3G network.
However, 2G services were not affected.
Investigations showed that the service disruption was caused by a
software glitch in the new switches that were being installed by
STM in the central region to upgrade its network.
The glitch affected the normal routing of data packets in the
network.
Mobile services in the central area were intermittently disrupted
over three periods between September 6 and 7, causing a total of 22
hours of service disruption.
More than 5 per cent of STM's base stations were affected.
The IDA said given the serious impact of the service disruption, it
decided to impose a financial penalty of S$400,000 on STM.
It was not satisfied with STM's efforts to identify the fault and
restore the affected services quickly.
It said STM could have potentially shortened the duration of the
service disruption.
The IDA said it considered factors, such as the fact that STM's 2G
network was not affected during the service disruption and that end
users who switched to STM's 2G network were still able to use their
mobile services.
It added that it takes a serious view of telecom service
disruptions.
It also stressed that telecommunication service providers must
always provide reliable services.
The Service Resiliency Code sets out the service standards and a
penalty framework for service disruptions which result in
widespread service difficulties.
The IDA may impose financial penalties, based on the duration and
extent of the disruption.
The maximum financial penalty is up to S$1 million or 10 per cent
of the annual turnover of a licensee, whichever is higher.
- CNA/cc
