IMDA slaps SG$145,000 fine on SingNet for SingtelTV disruptions

The Infocomm Media Development Authority (IMDA) has fined SingNet for two separate Singtel TV disruptions which occurred in October last year and January this year.

According to the press statement, the disruption affected around 100 Singtel TV subscribers islandwide. It also resulted in a complete loss of programmes on 11 channels. The fine is valued at SG$145,000.

Investigations showed that the incident was caused initially by a damaged fibre cable, followed by unsuccessful attempts to switch over to a backup cable to prevent service disruption. It was concluded that SingNet did not have a robust process to test that the receiver card was functional.

Hence the service provider subject to a fine of SG$55,000 due to contravention of its quality of service licence conditions.

“As a Nationwide Subscription Television Service Licensee, SingNet must comply with licence conditions on Quality of Service (QoS). This requires SingNet to provide pay-TV services at reasonable quality that meets public expectations and is satisfactory to IMDA,” the press statement read.

Meanwhile, the second service difficulty lasted around three hours which saw some 1,400 Singtel TV subscribers islandwide experienced intermittent pixelation on 15 channels. Similarly, IMDA found the provider be in contravention of QoS standards and hence issued the fine of SG$90,000.

In determining the financial penalties, IMDA explained that is has taken into consideration SingNet’s response to the incidents, the extent of the disruptions and the provider’s track record. It also noted that SingNet has committed to implementing the necessary measures to prevent future recurrences.