Starhub’s facebook page was inundated by complains from its customers after its internet broadband services were disrupted for the second time in a week. In their latest update, Starhub explained that the internet disruption was due to a spike in traffic to its Domain Name Servers (DNS). Although Starhub announced it has fully restored all service, complaints continued pouring in up till Tuesday afternoon.
Update [25 Oct @ 3pm]:
On 24 October 2016 at about 10pm, we detected a spike in data traffic coming into our Domain Name Servers (DNS), temporarily affecting the web connection for some of our home broadband customers. A DNS is a database that translates web addresses like www.nameofwebsite.com into machine readable sets of digits or also known as IP addresses, for customers to view websites on their computers. When a DNS is not operating optimally, customers may face difficulty in accessing the internet.
We immediately started filtering the unwanted traffic and added DNS capacity to manage the sudden and huge increase in traffic load. As a result, some customers temporarily faced intermittent broadband access. Our home broadband service for affected customers was fully restored at about 11:25pm the same day.
There was no impact on mobile, enterprise and home voice services, and the security of our customers’ information was not compromised.
Initial investigation pointed to some similarities between the incidents on 24 October and 22 October 2016. We are conducting thorough investigations to determine the root cause. StarHub would like to thank our customers for their understanding.
Despite Starhub’s reassurance that all was well, customers continued to complain about connectivity issues and were appalled at incompetency of Starhub’s technical support team.
Nadeem Shahzad Chaudhry: “It is NOT fixed! Tuesday morning, 25th of October. It is NOT WORKING! Please note that and stop relaxing & sipping tea in triumph. Nothing’s fixed!. Your technical team is of course disturbingly bad. It’s not some broadband users, it’s more than half the island man!”
Ng Nick: “Voice call having problem and 4G/3G affected too. Whats wrong again. Affecting oversea call. Pls check..”