MyRepublic brand sentiments drop after connectivity, helpline issues

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Internet service provider MyRepublic's brand sentiments have plummeted after consumers saw issues with its 4G data connections over the weekend.

According to media intelligence firm CARMA, sentiments of brand conversations around MyRepublic since the outage were at 42.9% negative and just 7.1% positive. This was down from sentiments prior to the incident which were 21.4% negative and 12.3% positive.

On Sunday morning, consumers experienced mobile connectivity issues. They also found that the provider's helpline was down leading to many being unable to get help.

Don't miss: IMDA approves StarHub's proposal to acquire MyRepublic Broadband

At 9.45am, MyRepublic reportedly issued a statement saying that it was aware of the network disruptions that were affecting the connectivity of its 4G mobile customers. It added that its network team was currently investigating the cause and that an update would be provided.

At 5pm, MyRepublic issued a new statement on its website saying that its 4G data connection were stable from 2.30pm. It apologised for the inconvenience caused and encouraged users to restart their devices if they were still having issues connecting.

CARMA also said that the word cloud surrounding MyRepublic drastically changed. Prior to the incident, MyRepublic saw words such as 'network', 'performance' and 'broadband' standing out.

After the incident, its word cloud had words such as 'urgent', 'investigating' and 'down detector' popping up.

MARKETING-INTERACTIVE has reached out for a statement.

The news comes a year after the IMDA approves StarHub's proposal to acquire MyRepublic Broadband IMDA said in a statement at the time that the proposed consolidation will not substantially lessen competition in any telecommunication market in Singapore and will not harm public interest.

StarHub first proposed to acquire a 50.1% stake in MyRepublic Broadband in September 2021 for SG$162.8 million, with an initial consideration of SG$70.8 million and a deferred consideration of up to SG$92 million should future financial performance matrices be met.

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