Maxis customers are reporting a nationwide 4G data service outage as of 1.30pm this afternoon. The outage is affecting both postpaid and prepaid customers as well as ookyo users.

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We can independently confirm the outage, however it would seem that postpaid customers are experiencing slightly better connectivity on 3G compared to predominantly prepaid-based Hotlink and ookyo customers who claim that they are completely cut off from the internet.

Maxis has yet to issue an official statement on the outage, but have confirmed via replies to their customers that they are aware of the technical issues affecting their network and are in the midst of rectifying it.

We are facing downtime fr Hotlink prepaid service currently. Our team is in the midst of rectifying it. TQ-Isaac [2] — Maxis (@MaxisListens) October 7, 2019

(UPDATE 1 – 3:18PM):

Maxis has released a statement to address the network disruption experienced by its customers. In general, the disruption apparently limited to Hotlink and ookyo customers which confirmed what we’ve have heard earlier.

However, no mention of the disruption faced by postpaid customers despite our earlier report.

Here is the statement, reproduced in full:

We would like to apologise to our Hotlink and Ookyo customers who may be experiencing some service interruptions with their lines. Rest assured that we are working hard to rectify this as soon as possible. We will notify our affected customers when services are fully restored. We thank you for your kind understanding and support.

We’ll keep you updated once we hear more from Maxis, so stay tuned.

(UPDATE 2 – 11:15 PM):

Maxis has provided another round of media statement regarding the service interruptions. However, there is no significant information contained within the statement aside from the fact that the telco is still working to fix the situation:

Some of our customers may still be experiencing some interruptions to our services. We continue to work hard towards rectifying this as quickly as we can. We apologise for the inconvenience and will notify our affected customers via our social channels when services are fully restored. We thank our customers for their understanding and support.

Given the fact that the service disruption has been going on for close to 12 hours, this is definitely a massive one especially for a telco that is as big as Maxis. However, there’s nothing much we know about the situation since the telco didn’t disclose the exact cause behind the disruption.

Meanwhile, there’s also nothing much for customers can do at the moment, aside from waiting until Maxis able to fully fix the situation.

(UPDATE 3 – 8.00AM 8th October)

Maxis has confirmed this morning that their 4G services have been completely restored. The Facebook post however did not provide any explanation as to the cause of the outage.

Maxis has released the following statement to our queries as to the cause of yesterday’s outage.

The disruption was caused by an isolated technical fault which has since been resolved.

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