SINGAPORE – 25 November, 2016: The Infocomm Media Development Authority (IMDA) has imposed a combined financial penalty of S$145,000 on SingNet Pte Ltd (SingNet) for two separate Singtel TV disruptions that occurred on 1 October 2015 and 5 January 2016.
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 service difficulty on 1 October 2015 started at around 2.10 a.m. and lasted more than an hour. Around 100 Singtel TV subscribers islandwide experienced a complete loss of programmes on 11 channels.
Investigations by IMDA revealed that the incident was initially caused by damage to a primary fibre cable. That would have normally triggered an automatic switchover to the secondary fibre to prevent a service disruption. However, the switchover was unsuccessful due to a faulty fibre optic receiver card on the secondary fibre. SingNet did not have a robust process to test that the receiver card was functional.
IMDA thus finds SingNet to be in contravention of its QoS licence conditions, and imposes a financial penalty of S$55,000 for this service difficulty.
The second service difficulty occurred at around 6.15 a.m. on 5 January 2016 and lasted around three hours. Some 1,400 Singtel TV subscribers islandwide experienced intermittent pixelation on 15 channels.
This service difficulty was caused by a failure to properly configure two line cards on a router at SingNet’s Bukit Timah headend in August 2015. At the point of installation, the vendor was supposed to implement a router configuration that would increase the shared limit of the two line cards. However, as that was not carried out, when data traffic on 5 January 2016 was exceeded, intermittent pixelation occurred on the channels.
IMDA’s assessment is that SingNet should have ensured that its vendor carried out its work according to plan.
IMDA thus finds SingNet to be in contravention of its QoS licence conditions, and imposes a financial penalty of$90,000 for this service difficulty.
In determining the financial penalties, IMDA took into consideration factors such as SingNet's response to the incidents, the extent of the disruptions and its track record.
IMDA notes that SingNet has committed to implementing the necessary measures to prevent future recurrences.
ISSUED BY THE INFOCOMM MEDIA DEVELOPMENT AUTHORITY
About Infocomm Media Development Authority (IMDA)
The Infocomm Media Development Authority (IMDA) will develop a vibrant, world-class infocomm media sector that drives the economy, connects people, bonds communities and powers Singapore's Smart Nation vision. IMDA does this by developing talent, strengthening business capabilities, and enhancing Singapore's ICT and media infrastructure. IMDA also regulates the telecommunications and media sectors to safeguard consumer interests while fostering a pro-business environment. IMDA also enhances Singapore’s data protection regime through the Personal Data Protection Commission. For more news and information, visit www.imda.gov.sg or follow IMDA on Facebook IMDAsg and Twitter @IMDAsg.
For media clarifications, please contact:
YUEN Hui Tian (Ms)
Assistant Manager, Regulatory Communications
DID: (65) 9726 3028
Email: yuen_hui_tian@imda.gov.sg
Winston CHAI (Mr)
Deputy Director, Regulatory and Corporate Communications
DID: (65) 9726 3138
Email: winston_chai@imda.gov.sg
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