The first incident was caused by a corrupted profile database in M1's broadband network gateway, which disrupted services for 23 hours. M1's staff and vendor had not followed prescribed procedures.
Therefore, the authority found that the company was in contravention of the Code for the first incident but not the second. In determining the fine, IMDA noted that the disruption lasted almost a full day and caused significant inconvenience to affected subscribers. It also took into account M1's proactive compensation to affected subscribers.
"Other than a one week rebate off their monthly bill in June, where affected customers were able to receive the rebate in just one simple click, we have also proactively reached out to affected customers to offer additional assistance such as waiving excess mobile data charges incurred by affected customers who utilised their M1 mobile data for the impacted period," said a spokesperson.
StarHub said it regretted the home broadband incident in April and has since implemented additional measures, including enhancing the relevant processes, to prevent a similar recurrence.
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