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MDA fines Singtel for pay-TV disruption

The Media Development Authority (MDA) has fined SingNet SG$90,000 for its Singtel pay-TV disruption on 3 February 2015. The incident lasted nearly two hours and affected about 11,000 Singtel TV subscribers across Singapore.

According to a statement from MDA, customers were unable to boot up their set-top boxes or access on-demand content. Investigations revealed that SingNet was first alerted to the service disruption by customers calling its hotline and the cause of the service disruption was hardware failure.

A Singtel spokesperson told Marketing: “The service incident was caused by a faulty controller card which affected 11,000 customers. The issue was resolved within two hours. We once again apologise to those affected and assure our customers that we have taken the necessary steps to prevent recurrence.”

Although SingNet had undertaken remedial actions following the incident to improve the detection system and response time, MDA notes that this is the second time in two years that SingNet has contravened the Quality of Service condition of its Nationwide Subscription Television Service Licence.

Meanwhile, Singtel had also quietly dropped the mio TV brand earlier this year. Its pay-TV service is now rebranded as “Singtel TV”. According to a Singtel spokesperson, the rebrand was made in order to align its suite of services to the Singtel brand.

SingNet was also fined in 2011, 2012 and 2013 for TV service disruptions. The telco had to pay fines of SG$80,000, SG$180,000 and SG$220,000 respectively for the consecutive years.

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