Well it is always annoying when there is an issue with your home line – especially when you are not home to fix it. Luckily the broadband internet and mioTV was still active, and it was just the phone line (which had ‘static’ when you picked up the receiver). Anyway, my mum tried to resolve it but visiting the local SingTel store in Novena Square and they were kind enough to raise a fault with the SingTel Engineers.
My mum was able to arrange an SingTel Engineer to visit my property, they acknowledged that there was a fault outside of my property that would impact the whole building. They went away and we thought after a few days it would be resolved. However, about 4 days later, the fault remained. After I returned, I took over the issue, and noted that there was still not ETA for a resolution – even after contacting the Engineer and them committing to be resolved on the following Monday (which didn’t happen). The Engineer then contacted me on the Tuesday (after a call from me chasing an update) stating that they needed to visit my property again later that day – I said that I would not accept this, as I would only allow another visit once the issue has been resolved (to test the line), but I advised that as it was on the SingTel network, that they don’t need to visit my property to resolve. I didn’t want to waste more time waiting for another Engineer visit to simply tell me that the line issue was still active and the problem was unresolved (silly for them to even offer this ‘solution’?). Anyway, after having a go at the Engineer, they continued to look into the issue and late on Tuesday (after a week of an outage), the phone line was back operational. I did find it amazing that a simply line fault would take 7-8 days to resolve, especially somewhere like Singapore, and especially when the root-cause was previously identified (unless they were unsure whether they had isolated the issue in the first place?)
I then emailed a complaint to SingTel to provide feedback about the service provided and the delays in repairing. I had asked for a month’s compensation, but they offered a 2 week rebate, which I accepted. I guess they know when they do wrong, and at least it wasn’t all bad!
