Media Statement: mio TV incident on 13 May 2012
Mr Yuen Kuan Moon, CEO Consumer Singapore, Singtel said: "During the BPL matches on Sunday May 13, between approximately 10pm and midnight, some mio TV customers experienced intermittent viewing difficulties.
We sincerely apologise to customers for this untimely inconvenience. We understand how exciting the matches were and regret that we let our customers down on this important occasion.
An unprecedented number of viewers tuned in to the season finale of the League. At its peak, there were ten matches playing concurrently. Due to the close links between two of the matches a high number of customers switched repeatedly between two channels at unusually high frequency. The switching volumes were five times higher than the previous peaks. This surge caused our system to slow and led to viewing problems for some customers.
When the issue was detected, our engineers took immediate action to lessen the impact to our customers.
mio TV customers primarily located around the Ang Mo Kio; Toa Payoh; Tampines; Bukit Panjang and Central areas were potentially affected.
We are moving urgently to enhance the switching system to ensure future peaks are accommodated and the viewing experience is up to the standards expected by our customers.
We will contact impacted customers directly in the next two weeks to explain the issue and offer a goodwill gesture.
We take this issue very seriously and will be making significant changes to ensure mio TV customers do not experience a similar situation again.”