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The hefty penalty was handed to the telecommunications company after MDA found it guilty of not providing adequate service quality for live EPL matches last year

The Media Development Authority [MDA] has fined SingTel S$180,000 for service disruption to its Mio TV service on May 13 last year.

Following a thorough investigation, it was revealed approximately 115,000 Mio TV subscribers throughout Singapore were affected by the poor services.

Audiences who were watching the matches on the penultimate matches of the 2011/2012 English Premier League [EPL] season on May 13 had then experienced reception problems which included intermittent screen freezing and fuzzy images from 10.15pm onwards.

Normal service quality was restored two hours later, at around 12.15am, after the matches had ended.

The inquiry revealed service disruption occurred due to a higher frequency of channel switching as subscribers attempted to follow all the actions of the live EPL matches, leading to network congestion and reception difficulties.

Being a Nationwide Subscription Television Service Licensee, SingTel are obliged to comply with license regulations for service quality. This required paid-television services to be served at an acceptable quality which is of satisfactory level to both MDA and the public.

Following huge unhappiness from the public, MDA has found SingTel to have failed in complying with the license conditions, and so fined S$180,000.

MDA noted that SingTel has since then provided compensations to affected Mio TV subscribers in the form of subscription rebates, and implemented preventive measures to avoid similar disruptions.

 

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