M1 offers a one-week rebate to users affected by home broadband service disruptions

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M1 Limited (M1) announced that users who experienced broadband service outages on 12 and 13 May 2020 will receive a one-week rebate off their June bill. 

Earlier this week, some M1 users reported connectivity issues that were triggered by a network bolstering initiative to improve customer experience. The first incident on 12 May impacted a specific group of customers and was resolved overnight to avoid large-scale disruption in the peak hours. The second unrelated incident occurred the next morning and was resolved by 2pm on the same day. The disruptions were not caused by any dated equipment, shortage of capacity or cyber-attack.

M1 understands the importance of network resilience and reliability, especially as more people are working and studying from home during the circuit breaker period in Singapore. As a result, all M1 users affected by this disruption will be offered a one-time one-week rebate on their Home Broadband monthly fee. To avail the rebate, users will be redirected to a simple one-click link via SMS and email starting today. 

“We are deeply sorry for the inconvenience the disruption has caused to our users and thank them for their patience and understanding. Our priority now is to ensure service reliability and we are taking extra measures to prevent recurrence of such incidents. We are also cooperating fully with the Infocomm Media Development Authority (IMDA) for further investigations,” said Mr Manjot Singh Mann, Chief Executive Officer, M1. 

M1 remains committed to reviewing and strengthening its processes thoroughly to ensure that our customers get the high-quality service experience they deserve.

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