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  4. What to do during a Digital Connectivity Disruption

What to do during a Digital Connectivity Disruption

While Singapore’s Internet is highly reliable due to extensive connectivity and a wide choice of service providers, disruptions may still occur despite preventive measures in place. Most service disruptions tend to be temporary as service providers work to restore services as soon as possible.

Here is what you can do when an Internet disruption occurs:

The A-B-C Steps to Managing Internet Disruptions

A – Assess

  • Consumers and home users may perform simple checks for the likely source of the connectivity issue: whether it is (a) website or application specific; (b) device specific; or (c) service difficulty of service providers.
  • First, check if you can access other websites or applications on your device. If yes, the issue may be website or application specific.
  • Second, try accessing the internet using another device (e.g., phone, laptop, tablet). If yes, the issue may be device related.
  • Third, restart your mobile device, broadband or Wi-Fi router to see if the connection returns. If the issue persists, contact your internet service provider for assistance.
  • Business users may wish to contact your organisation’s IT support for assistance, as there may be specific set-ups or service features unique to your organisation.

B – Backup

  • Consumers and home users can consider alternative ways to stay connected:
  • If the home fixed-line broadband connection from your service provider is down, you could switch to alternative connections such as using your mobile device’s cellular connection (i.e., 4G/5G data) to set up a Wi-Fi hotspot for other devices to access the Internet.
  • If the mobile service connection from your service provider is down but a Wi-Fi connection (e.g. via the fixed-line broadband) is available, you could turn on the mobile phone’s Wi-Fi to access the Internet.
  • For users on the move who require constant mobile connectivity, you may wish to subscribe to an additional mobile service with another provider (e.g., via eSIM) as back-up.
  • Businesses should consider having mobile or fixed-line broadband services with different service providers. This diversity would provide service resilience to mitigate the impact of connectivity disruption.
  • If you rely on the Internet for work operations or payments, it would be useful to have an offline business continuity plan. This may include:
  • Recording orders manually.
  • Accepting cash payment.
  • Saving your work or data frequently to avoid losing progress.

C – Contact

  • If the connectivity issue appears to only affect your home or office, call your service provider’s hotline for assistance.
  • Check your internet service provider’s website or social media pages (using alternative mobile or fixed-line broadband connections) for news updates and information on any service disruption.

Extra Tips

  • For consumers and home users:
  • Keep your home router and modem in a cool, well-ventilated area to minimise risks of overheating. Plug them into a surge protector to protect them from being damaged by power surges.
  • Keep the key contact numbers of your internet and/or mobile service providers to contact for assistance.
  • For businesses:
  • Print and maintain a copy of your important records or forms, where practicable, so that you can continue to serve your customers through non-digital channels.
  • In times of national emergencies, members of public can also visit the nearest community centre/node for assistance (e.g., to receive the latest official updates/news).

Jointly developed with MDDI

LAST UPDATED: 15 JAN 2026