Past Incidents

Please be informed that the SM Mega Tower Building Administration has scheduled a monthly load testing of the generators. The transition from normal to emergency power will occur around 11:15 AM-11:20 AM, and from emergency back to normal between 11:40 AM-11:45 AM.

Further, sharing the schedule of the monthly genset load testing: • January 11, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • February 8, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • March 8, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • April 5, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • May 10, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • June 7, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • July 5, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • August 9, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • September 6, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • October 11, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • November 8, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT) • December 6, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT)

During the maintenance, Elevator access will be restricted, and the Air Conditioning system will be temporarily down prior to each power transfer, elevator operations will resume once the power supply stabilizes. While we do not anticipate any impact on network and internet connectivity due to the availability of uninterruptible power supply (UPS) serving as backup power for our network devices, devices without battery support, such as desktops, lighting, and other equipment, may experience fluctuations.

• Event : Partial Interruption on Network and Internet Connectivity • Schedule : January 10, 2024 (Friday) | 5:25 PM – Ongoing AM (PH-Time) Hi Team, We have observed that one of our internet uplink provider is currently down, and we are coordinating this to our service provider for investigation.

During the incident only partial impact on internet and network connectivity for both wired and wireless connection is expected as we have another internet circuit uplink serves as back up for connection redundancy.

• Status: Restored

• Event : Internet Uplink Interruption

• Schedule : January 5, 2025 (Sunday) | 3:10 AM – 5:00 PM (PHT) – Restored and for stability monitoring

• Activity Details : Hi Team,

We have observed that the affected internet circuit uplink is already restored at exactly 5:00 PM and has been stable for more than three (3) hours now and subject for further stability monitoring. Per our internet uplink provider the interruption was due to a subsea cable fault found between Singapore to Philippine segment.

• Service Impact : Partial Impact on Network and Internet Connectivity for Both Wired and Wireless Connection – All Sites (PH)

• Event : Internet Uplink Interruption

• Schedule : January 5, 2025 (Sunday) | 3:10 AM (PHT) - Ongoing

• Activity Details : Hi Team,

Please be informed that one of our Datacenter Internet Uplink is currently experiencing an outage and we are currently coordinating with our circuit provider to know more about the situation.

Due to the configuration of our network having backup circuits, we expect only partial impact on the internet and network connectivity. This may manifest as slow application performance and intermittent VOIIP calls within a 4–5-minute timeframe while automatic failovers/fallback activate.

Further updates shall be provided as soon as they are available.

• Service Impact : Partial Impact on Network and Internet Connectivity for Both Wired and Wireless Connection – All Sites (PH)

• Status: Restored

• Event : Unplanned | Multiple Site to Datacenter Connectivity Interruptions -January 4, 2025

• Incident : January 4, 2025 (Saturday) | 5:55 PM to 6:00 PM (PHT) : January 6, 2025  (Monday) | 6:15 PM to 6:23 PM (PHT) – Second Instance

• Activity Details : We have observed another instance of interruption today at around 6:15 PM but its already recovered at exactly 6:23 PM and subject for further monitoring. We have made a necessary follow up to our service provider for their further investigation and a permanent fix.

During the interruptions, only partial impact on network and internet connectivity was expected as we have another site to datacenter connectivity available for connection redundancy.

We do apologize for any inconvenience it has caused.

• Service Impact : Partial Network and Internet Connectivity Interruptions on both wired and wireless connection – ASB, BET, PNB, IBM & NTB

• Status: Restored

• Event : Unplanned | Multiple Site to Datacenter Connectivity Interruptions -January 4, 2025

• Incident : January 4, 2025 (Saturday) | 5:55 PM to 6:00 PM (PHT)

• Activity Details : We have observed connectivity interruptions across multiple site circuits earlier resulting temporary wired and wireless users’ interruption from internet access. The circuit have since recovered and are currently under stability monitoring. This incident has already been escalated to our provider for further investigation.

During the interruptions, only partial impact on network and internet connectivity was expected as we have another site to datacenter connectivity available for connection redundancy.

We do apologize for any inconvenience it has caused.

• Service Impact : Partial Network and Internet Connectivity Interruptions on both wired and wireless connection – ASB, BET, PNB, IBM & NTB