Past Incidents

• Event: Monthly Load Testing for Generators

• Schedule: April 5, 2025 (Saturday) | 11:15 AM to 11:45 AM (PHT)

• Activity Details :

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 next schedule of the monthly genset load testing:

April 5, 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.

Thank you for your understanding.

• Service Impact : Brief Power Interruption at SMT – SM Mega tower

• Event : Internet Service Provider Network Interruption

• Incident Time/Date : April 03, 2025 (Thursday) | 4:24 AM (PHT) – 4:37 AM (PHT) - RESTORED

• Activity Details : Hi Team,

We monitored a brief downtime on one of our Internet uplinks at 4:24 AM. The connection was restored at 4:37 AM and has remained stable since. 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.

• Service Impact : Partial impact on internet and network connectivity for both wired and wireless connection – EPC COLOMBIA

• Event: Authentication Issue when logging in to Machine

• Schedule: April 02, 2025 (Wednesday) | 11:43 AM - 02:00 PM

• Activity Details:

Hi Team,

We are aware of an ongoing issue where users are encountering the error message:

"The sign-in method you're trying to use isn't allowed."

Our IT team is actively investigating the cause and working on a resolution. We understand the inconvenience this may cause and appreciate your patience while we work to restore normal access.

• Service Impact : Authentication to Servers

• Event: Internet Uplink Emergency Maintenance

• Schedule: April 1, 2025 (Tuesday) | 06:00 PM – 08:00 PM PHT - Completed

• Activity Details :

Please be advised that one of our internet uplink provider is currently conducting an emergency maintenance to perform a segmentation testing to rectify the latency issues on the circuit.

During their maintenance, the affected circuit will be unavailable for 1 to 2 hours. However, due to the configuration of our network having backup circuits, we only expect a partial impact on internet and network connectivity as we have automatic failovers in place available for connection redundancy.

During the failover process, you may experience brief disruptions on any of the following below:

Choppy or Dropped VoIP Calls – Poor audio quality, delays, or dropped calls on platforms like Zoom, Teams, or Skype. Delayed Emails & Messages – Slower delivery of emails (Outlook, Gmail) and messages in chat apps like Slack and Teams. Latency Issues – Delays in response times, particularly for real-time applications. Remote Desktop (RDP) Disruptions – Lag, session timeouts, or disconnections when accessing remote systems.

• Service Impact: Partial Impact on Network and Internet Connectivity – All sites

• Status: Completed

• Event: Network Circuit Latency

• Schedule: March 31, 2025 (Monday) | 9:41 PM PHT - On Going

• Activity Details :

We are currently aware of reported network latency issues affecting several users at SFS Site when accessing essential tools. The impacted services may include:

Remote Desktop (RDP) Disruptions – Lag, session timeouts, or disconnections when accessing remote systems. Slow Loading of Websites – Degrading user experience by causing delays in browsing and navigation. Application Performance Degradation – Reduced responsiveness, stability, and lag affecting overall user experience.

We have already reported this to our service provider for checking, updates will be provided as soon as its available.

• Service Impact : Network and Internet Connectivity for several users and tools

• Status: Stabilized

• Event : Service Provider Network Interruption

• Schedule : March 27, 2025 (Thursday) | 11:25 AM – Ongoing (PHT)

• Activity Details : Unplanned | IPLC Connectivity Outage

• Service Impact : Latency Increase on VPC/RDP