SingTel
Reviews and Complaints

Hi, recently i chg mobile plan from combo to sim plan only, the data usage used up very fast especially using the miotv premier league match.While i was under combo plan, i watch the whole match and it uses 1G! Now on sim plan, watched 2nd half of the match and it uses 3G.Singtel explained that the video quality plays a part in consuming data as well. So for my Combo plan, i could be watching the match in a low/medium quality for example 240p/480p. However, for my current Sim only plan, i could have been watching the match in high quality for example 720p/1080p which explains the sudden spike in data usage under the categories of video.Den why is it that i cant have the option to see it in 240/480p with my sim only plan instead?I wld have save my data. Juz becoz im nt in combo plan u guys stream my videos in 720/1080p which i didn't realise and so it uses more data?Dis should hv make known to consumer when they sign up for Sim plan only that when they are watching live streaming they will be charge for 720/1080p streaming which uses more data. So it means while streaming a live soccer video on mio tv app, data usage is used much more when u are on sim plan and lesser on a combo plan? What the Heck! Pls EXPLAIN!
#singtel

I've rejected the TV Box replacement (it's not free) before via Singtel sales call, today my another phone number still got a phone call (+65 [protected], 12:30, 9/2/2018) regarding the same service, it's totally waste of time.

My wife picked up this call, the sales person asked my wife what's the relationship and her name, my wife asked it's for telemarketing or not, the sales person denined. Even in this conversation, didn't mention the upgrading need to pay, just informed my wife will come to our home do replacement tmr.

Through my Singtel app, I was able to see my latest billing cycle however when I click on my Bill tab, I was unable to see my latest billing info.

And login on to my account via desktop won't help either!
I want my billing statement now if not don't blame me for paying late.
I will not entertain the late payment fees from your end

Please call me back at [protected]

I wonder if a giant Telecom Company like Singtel can allow their staff to do anything they want to upset customer when they are unhappy to service them or receiving their complaint about their low grade services to their customer who stay with them for so long instead of doing all their best to resolve the issue, they drive aways the customer they choose not to want or not to service.

2 weeks ago I call up to Singtel customer services and inform them that my optical Network Terminal was defected as no light was indicating on the device. They advice me to go down to one of their exchange center in Ubi to exchange for a new device, the staff on the exchange center told me all is configure properly and I can surf my internet just by connecting as usual to the optical cable and the modem which I am familiar. However, it doesn't work correctly. First the wireless 2.4Ghz is available and the wireless 5.0Ghz is unavailable and after few hours the 2.4Ghz disappeared. I called up the customer services again to relate the matter to them. Then from their end I don't know what they do and the wireless 2.4Ghz LED light up. I can use it but my wireless 5.0Ghz is unavailable. They suggested that they make a appointment for the technician to come to my place to fix the problem. I know there is no problem. Something is amiss about the technician coming to my place. The questions he asked my wife is very strange.

He see the wireless 5.0Ghz LED is not light up and after doing some setting, the light came up. Then he start asking my wife questions about what is the LAN cable he saw near to the router that is unplug. My wife do not know anything about networking and told him she don't know.

In actual fact that 2 pcs of LAN cable which I unplug is fix by their previous technician when we signed up for optical cable internet. One is for the Mio TV which we didn't want to watch any shows from the MIO because it is all old and repeated show. We try to cancel the mio TV but they keep us by telling us they will give us 2 years free viewing yet there is nothing new to see even they given us 2 years free subscription. The second LAN cable is for my iMac computer that was positioned in my hall few years ago and I have shifted it into my study room and so the LAN cable no longer needed.

The technician come with suspicious mind because they probably see that my data will heavily use. He can actually ask a direct question about what we use for the wireless and we an honestly tell him instead of trying to look around my house to see what I have connected that have used data flow heavily.

If they cannot afford to let people connect wireless gadget via wireless connection, they should not provide an unlimited plan. So this is all [censor] about their plan. They feel the pinch when your data flow is heavy and they will do all method to disrupt your wireless gadget connection. My internet can suddenly unavailable and all my access to my wireless gadget is unable to access. My wireless CCTV is disconnected when I went for overseas trip. My AI speaker and smart plug and extension strip will all offline and shut down due to unavailable internet and so I could not switch off my light that I forget to switch off. This kind of act is despicable and the ordeal continue no matter how I bring up to them.

They play game with you and upset your daily works just to feel the thrill out of it that they want me to stop using heavy data flow by all my wireless gadget because you either not buying from them or rent from them and they cannot make more money out of your pocket. So they are happy that you stop using their service because they don't even make any effort to resolve your problem.

On the 1st Feb, 2018, I am suppose to see the technician 2nd time for the problem they need to fix on my internet connection problem. The day before I told the customer services staff that I am leaving for Hong Kong in the afternoon and I cannot be available for the technician. She agree to fix in the morning but instead send me a text that the appointment is in the afternoon when she already know it is impossible for me to meet the technician as I will already be in the airport. Yet she fix it in the afternoon without notifying me. Then the technician called me up that he is coming when I am in the airport. I told him appointment should be fixed in the morning instead of in the afternoon yet the technician know nothing about my conversation with the customer services staff. You can see how irresponsible Singtel staff is handling the service to their customers. So it end up the problem was not fix.

When I am in Hong Kong, I could not check on my house over the wireless CCTV to see everything is alright. Can you rely on such a irresponsible Telcom Company for the safety of your house. You can even check on your children. Just imagine how disasters may have happened from such a lousy Telcom Company. The competition is growing in this Telcom business and they are driving away customers because they choose the customers that they can dig in their pocket easily and not people like us who know how to save money and doing DIY on our own.

The worse is you cannot imagine how they can lock up the feature in your IP address that allow you to change your password. Previously when I signed up with them the technician told me that it will be wise to occasionally change your password for your wireless access and now I can't even change the password. Is simple logic, they want to hack my internet and all my assess to the internet. They are violating personal privacy. I keep trying to change my password and I could not do it. It will return back to my old password. This is really horror and despicable.

When the 1st technician visit my place to resolve my problem, he asked my wife to key in my wireless password into his phone. My wife said is better I try it on her phone but you can't imagine how the technician reply to my wife that will choke you. He said you don't need to hide your password, I can see it over my tablet. Can you see how they violet your personal privacy by able to access to your internet on their end.

We decided to call it a quit and after all that is what they want us to do because they try to suppress us to give in to all the despicable methods they are controlling over customers.

They just do not know how strong social media can bring about their despicable way of doing business. There is no such thing as they will rule the world in this new age of information technology. They can do everything they want to disrupt my daily works and allow me to show to the world how despicable they are and in exchange I am happy to bring them their bad reputation as a retribution because many people will know my ordeal in a matter of days.

I have waiting for my refund from Singtel from my old account which is inactive to my current account number which is active (same mobile number). They have credited amount to my old inactive account despite them knowing that i have transferred ownership. I have been trying to transfer the refund amount to my current active account for more than 4 months now and i am so frustrated with Singtel's customer service.

Customer service agents -
No one knows the process firstly, if someone finally knows it they give me wrong information. Every call takes me min 30 mins wait time and i cant get a solution by the end of the wait time. I have called more than 10 times in the last month and it is by far the worst company i want to associate with.

They are terribly trained and poorest customer service in the planet.

Singtel
Too big to care about customers. Backed by singapore government, they think they can get away with anything.

To who it may concern

I complaining regarding the poor service for the installation of my home fibre broadband. Till today nothing has been done for the installation of my fibre broadband. On the 13 Jan i went down to subscribe to Singtel Exeter branch and was served by Mr Rayson [protected]). Without having known that the service provided by Singtel staff would be poor, I would not have not cancelled my Starhub broadband which i have been loyal for more than a decade.

Detail of the incident :

Appt to do a line test was schedule on the 22 Jan 18 but unfortunately there was no one at home. I reached home late but the technician (Netlink Trust)had already left. I called him and he was not willing to come back and ask me to call Singtel for reappt. There is no sms or email regarding this appt only thru Rayson. Would i take the risk and ask my kid to stay just for the line test as there is no visibility who is coming based on the time frame given. Furthermore i was done by a third party engaged by Singtel.

If the line test was done on the 22 Jan, my next appt was on the 24 Jan for the installation. This appt i was notified by SMS and also able to verify the who is the engineer coming down for the installation.
Q- Why is there different in managing such issue.

i call back the customer service 1608 on the 22 Jan to reschedule by appt and here is what your customer service officers said.

CS- We can schedule the appt on Sat as netlink staff can do the line test since no one able to be at home. No follow- up
CS2- Call again, sorry netlink staff dont work on sat and weekday only up to 5pm. Again no follow-up
CS3- Call again, based on the system check you do not need to do a line test as your previous telco has not cancel the port and can continue with the installation. again No follow up for the appt.
CS4- Call again someone is looking into it and no follow-up again.
CS5- I saw in the system some one is handling your case and will call you back in two day and till now... no follow-up again.

I tried calling 1608 more than 10 ten times and lucky to get to reach through the customer service but each time i spoke none of them is competence in handling my case. Spoke to Rayson two day ago and today no appt or action has been done. It have beed 3 week and yet there is no appt for my installation of my home fibre broadband.

Can you look into this matter on an urgent basis as i have been incurring losses by buying 4 tourist sim card to ensure my family got broadband access at home.

Regards
Mathews J ([protected]
I/D-S1639019D

Hi I am writing in with regards to the appalling service from Singtel. I asked for my pre-paid number to be ported over to my postpaid SIM, which was delivered three days ago. Not only has the number not been ported over, I can't even activate the new SIM card and when I called customer service they told me they can't do anything. They can't even see if the old number is being ported over.

Despite moving to a new country and having an incredibly busy schedule, I now do not have a working phone. I also have to go out of my way to Somerset or Bugis (only two help centres in the whole of Singapore) to sort it out at the retail counter - this is what I was advised to do by the customer service representative.

Please refer my new contract signed and installed on account : [protected]; I was given a land line number : [protected] since the installation date on 20/1/2018. The Land line has been 2 weeks and it does not activated yet. I was trying to call 1688 / 1606 and calls has been passed me around on no ending phone on 30 minutes but no solution.

the customer service does not able to resolve it and the phone keep passing to another department. I was able to speak and said will handle it but has been waiting for another week, there isn't any activation on phone line.

I was trying to inform the signal of new modem is very poor. The last contract / with modem the signal was pretty good. The new modem of ASKEY now, the wifi keep discontinued and my laptop would be able to get connection most of the time.

I was contacted your installation guy and inform the poor services of fibre signal on the modem but no turn up to resolve the problem.

The hassle of wifi not stable and the land line not fixing has really made me in trouble and numerous calls made has no entertain at all.

I request a call back 9125 2017 with immediate.

Hello,

I am writing because of an unfortunate and bad experience this morning (31/1/18) at your retail shop at HarbourFront center, 1 HarbourFront Walk. I was the first customer when the store opened at 11am, after having waited for about 20 minutes for the store to open so that I could be seen early and return to work on time in the afternoon. I met with Mr. Lim Chin Wan once the store opened. I told him I was there to discuss options for renewing my contract for another two years and to see what sort of options were available for that which also included buying a new iPhone through Singtel. He asked me for my ID, which I did not have on me as I left it at home (I took time off of work this morning because I wanted to discuss contract and phone options in person, but I left my ID at home). I told him I could give him my NRIC number or my passport number, which I have memorized, but he said he needed my actual physical ID. I had a picture ID but not one with my NRIC or passport number on it.

He refused to discuss my account options with me without my proper ID, even though I was there in person and had the numbers available to verbally provide to him. Still he refused. I asked if I could just discuss with him what the plan options were, and he said I had to look that up online. He could not and would not tell me in person. I have already spent the time to look them up online, and the only reason I took time off of work to physically walk into a store is because I wanted to discuss this in person with a human being employee.

He said he could not talk to me about anything regarding the account or even just plan options. I told him he was going to lose two customers (me and my wife) and he said he was fine with that. So I left and I will now be cancelling Singtel and going to a competitor thanks entirely to Mr. Lim's approach to customer service.

What Mr. Lim fails to understand is that, without customers, Singtel does not exist as a business. I wonder if the head of Singtel would like that his front-of-store, customer-facing employees do not care about customer service to the extent that they have now caused the company to lose two customers? I was going to renew for another two years for both me and my wife but that will not happen now. Perhaps Mr. Lim should go through additional customer service training, or perhaps he should not work for Singtel so that he can start his own business providing the same views on customer support that he showed today and see how well his business does. Or maybe he just doesn't care, and only enjoys collecting a paycheck from Singtel, paid for entirely by Singtel customers, for work poorly done on behalf of Singtel.

It's funny. I mentioned to a colleague at work yesterday that I was going to Singtel today to discuss this and he asked me why I belong to Singtel. He said their customer service is terrible. He is a customer of a competitor and told me they have great customer service. I assured him I didn't have any issues with Singtel. That is until today. I am canceling my service and going to a competitor. And, as is easily done today, I will be sharing my incident on social media so that quickly several hundred potential or existing Singtel customers see what they can expect from your company and its employees.

Mike

I have been trying to find a sales person at Singtel to set up cloud service for my business. Called [protected] yesterday on Jan 29 2018 and the rep took down my contact details, including email address, company name, business registration # and home and mobile phones. Was promised a call back on that day or next.

Today, Jan 30 around 3.30pm, i again called the same hotline to enquire about the status as this is urgent. Another rep by the name of Serene informed me that she was again not able to assist as she was not adequately trained. I asked if there was another telephone support team that could assist with cloud services but was redirected to contact via the online web form.

Not wanting to duplicate efforts in case someone calls me back as follow up from yesterday's call, i asked Serene if there was a record of my previous call in the Singtel CRM system. Was told that there was no trace, because i was simply not calling from a Singtel phone number. So i was unable to check the status.

The issue is simple: Hard to believe Singtel business services is so backward that a basic CRM to log calls from any potential customer is not even available.

Second issue: Serene was going round in circles and getting frustrated & rude simply because she was so focused on explaining the Singtel limitation and not thinking about trying to assist me by thinking "outside of the box". Not answering my simple questions directly but giving excuses about the poor CRM quality of Singtel. I have recorded the second part of my conversation because i was amazed the poor customer service and management foresight when designing the call center service.

Hi my name is joice and I recently recontracted my plan and bought a new phone at any mo kio hub singtel shop. The person that recontracted my plan did not tell me or inform me that my spotify was still part of my paying bill. That I would still need to pay for spotify. He didn't even brief me about the extra amount I needed to pay for my new bill and he did not explain anything about the spotify to me. I clearly stated that I did not want the spotify, neither do I want to pay for it.

He did not even tell me that I had to change my old sim card to put into a new phone despite knowing that I had a old phone. He did not even tell me that I had to be charge an Extra of $35 for the changing of the sim card

I can to come back after 3 hours of trying to put my old sim card into my new phone and he said he will attend to me after he finish attending to another customer. He made me waited for 1 +hour, thus another collegue In the ang mo kio singtel shop handle my problem and gave me efficient and a good service.

When I receive my latest bill, I was shocked to see that I had to pay $71 + for my plan and I was shock to see I had to pay for spotify

When I came back to the shop at ang mo kio hub today and enquired from the same stuff. He claimed that he would not have put in spotify if I told him to

The singtel shop at ang mo kio hub is now doing a audio check to see what is being said and they said they will get back to me.

This is terrible service. And I will go to the press and social media and CASE if I do not get a satisfying reply

Hi there, on 20 January 2018, I purchased a LG V30+ - receipt number [removed]// Account No. [removed]. The sales person who attended to me was Stephanie Heylnn Chan. I would like to raise your attention to the service of this sales person and as a customer I feel that she is very impolite and unprofessional.

Why I say this is because - upon telling her that I want to downgrade my plan, her first reaction was: "what. like that worth it meh?" . After that, when she opened the phone package for me to check, and I asked her how to on the phone etc., she showed me, however in a manner portraying that she can't be bothered much. When I asked her about having an App page to show in the home page of the phone, she didn't know how (which is alright to be honest), but she just said "I don't know leh" and just carry on to look at the laptop / continue talking to another sales person sitting next to her. Overall, the customer service that I received is seriously disappointing.

Even though she might not have the knowledge to know certain function of the phone (which I can understand)- However, it is a big turn-off for me as to her overall performance of the service that she gave me. She did not portray how a sales person should be, and I can totally tell that she just can't be bothered. I stressed your attention as to the service performance of this young lady as we are customers, paying for the service and all, and I don't think we deserve this kind of "can't-be-bothered" attitude. I am seriously very displeased about this.

I am not trying to take advantage of the situation to ask for something from Singtel but words just can't describe how much displeasure I had towards the service of Stephanie's. I feel that as a customer, this is totally unacceptable -especially when she can't even fufil the basics of delivering customer service. As a resolution to mitigate my displeasure (& I hope I don't have such kind of rude service next time) - I would like to ask Singtel to compensate the terrible service that I receive by giving me a discount of my next bill of $50.

Also, appreciate if you could highlight this issue to the salesperson - this is definitely not the right attitude.

Pleased to hear.

[removed]

They terminated my service on the 3rd of Jan 2018 without informing me and still got the cheek to bill me for early termination when I didn't even request for it nor was I informed about it. Even after clearing an outstanding for $50, still no Internet up till now which is 20th of Jan 2018. They promised 5 working days someone will call me. 5days passed, I callup and they promised 6-10 days. Now, on the 20th, still can ask me have I made my payment?!?!?.. WTF Singtel?!?!...

I would like to complain for this swop service. When i was terminated this service in 2016 there was no contract and hence no any penalty for termination any time. Come to my surprise when i terminated this SWOP in Jan 2018 after i renew my plan in Nov 2017, i have to pay for the rest of the months since contract is one year. Is kinda scam or hidden charge since we have to bear for one year contract but you have the options to terminate.
Should look for other telco when contract end.

Dear Mdm Chua Sock Koong, CEO of Singtel

We are very disappointed with Singtel mio services. Since 22 Dec 2017 our service was terminated and even after making the full payment it's not up yet. The details of our ordeal is as following.

On 22/12/2017 around 2pm+ our house fibre was disconnected. I called and spoke to a lady staff. She said pay $368 and once payment done email the receipt and call.
At 3.40pm+ the payment was done and when I called staff Velan told me that our service was terminated and to reconnect we have to make the balance payment of $252.25 then only they will send someone to come and re-fix our Fiber service. After making the balance payment I emailed them the two receipts. They asked us to call 1688 directly to get an appointment date. When I called the staff said they will take 3-5days and another staff said will take 7-14 days for the receipt department to call but nobody called till today. I even talked to the following staffs Manager Kelvin, Manager Nesh, Ganesh, Anne, Yogesh, Dodo, Tony and many more staff. All told the same reason that the receipt department will call and they will follow up. But none did their duty properly. All along our house phone was active but suddenly last Thursday 11 Jan 18 it was cut off. Yesterday my wife spoke to the staff Tony he told her since Nesh is handling our case he will call to update. Since they cant get him yesterday today he will call back. Today we called again they said Nesh is on mc till 18 jan.

We are very frustrated with your staff. They can't provide us with a proper reason for the prolonged termination. It's coming to 1 month and nothing has been done.

Please assist to look into this matter and resolve it as soon as possible. We are looking forward to your reply.

Thank you.

Mr Sockalingam s/o Manickam

Of all the 3 major telcos in Singapore, Singtel has the worst customer service besides being inflexible and uncompromising. It's objective is to deduct as much money as it can from prepaid credit even though there's poor connectivity or sites fail or taking long time to load. When power off resetting phone, it is best to take out the Sim card. Next bad service is M1. Starhub is more compromising, thus I will switch to the latter when I get back.

It happened to me while I tried to go online in Thailand to search for a company's data. Google, Bing, Tripadvisor all failed to load. What's the use of purchasing roaming data when I could not even connect to Google for directions. I am throwing my $10 down the drain.

Instead of asking for refund, I requested to convert my balance 1019mb to local, and it replied "regret to inform you that we are not able to accede to your request". Suggested I do a manual AIS network selection, which I was already on AIS network. So, why are they selling this data roaming when it's not working in Thailand.

Ref: Account no: [protected]
Name: Tang Henry
Address: Blk 113C McNair Road #[protected])

I had went to Singtel shop at Bugis in Oct 2017 to query on my unpaid bills which did not deduct the payment through GIRO though the bill had indicated that "Amount will be deducted from your account with POSB".
The manager had checked mentioned that the problem lies with Singtel and the bank. I was assured that deduction will be activated by next month, i.e. from November 2017. However, till date, I'm still receiving bills which indicated that I have outstanding charges accumulated over three months (Nov 2017 - Jan 2018).

Please call me urgently at my mobile number at [protected] to clarify these outstanding bills.

Thanks.
Henry

Date: 9th January 2018
ORDER ID #7895124

I have received a letter from Singtel offering $20 off monthly bill with 1Gbps line with WIFI mesh. I had tried to do it online but received message to call 1609 couples of trying. I call 1609 after waiting for 45 minutes and managed to get CSO speaking to me. I was told there is system problems and they unable to process my request even on the phone. I was ask to try the next day. Face the same issue the next day and called the Sales hotline again.

I managed to speak to CSO Sumitha T0001/D2634 for the necessary arrangement. I was told to pick-up the AC Plus router from 313 sommerset and they will deliver the WIFI mesh. I requested if I could pick-up the WIFI mesh together with the router since I will be going down anyway to collect the router. I was put on hold while she will check for me and she came back with positive answer. Wonderful !

The next day, 10 Jan 2018, I went down to collect the equipment and was only given the AC Plus router. I check with CSO serving me and she ask for redemption voucher which I do not have. I told her that I had made the arrangement with Singtel CSO and shown her my agreement which contained the monthly charges of WIFI mesh but she told me they need redemption voucher.

I left unhappily and called Singtel 1609 to check but was told Sumitha was not available and they unable to check the arrangement. I told the CSO to ask Sumitha to called me at my home number the next day when she is back on duty in the morning the next day. I waited until 3 pm and no one from Singtel called me. I called 1609 again to check on the matter but was told Sumitha was on the other line and she will call me back once she is done with the caller.

I waited again until 5 pm BUT no one call ! I decided to call the Singtel prestige hotline 6838 8000 since I am Singtel Prestige member and go through the whole process of explaining the whole matter. I was told by CSO that he will get someone from sales to call me the soonest possible. I told him if Singtel is so busy and this is how the treat their loyal customer I might decide to change to another telco. He apologised and ensure me that is not the case.

NOW, 8 pm still no one call ! SINGTEL, I am very dissapointed with your service and I am making appointment with another telco tomorrow !

Sir I had taken the singtel SIM 3 months from today But that SIM does not register on my name I have to register this number in my account, I'm having a lot of trouble So please tell me what I should do Because I'm having trouble transferring money because OTP is required for OTP if I need one SIM number then I have a single SIM only, what should I do?

I went to SingTel Teleshop to request to change one of my no contract post paid line to supplementary share line on 02 Jan 2018. I was told by the customer service official that the number switch looks about 2 days with minimum service disruption.

Unfortunately, the line still not restore until today, 09 Jan 2018. The 1688 customer care just can't give a valid reason why it takes so long still can't give the service online.

Singtel, please be pro-active in your service and at least update the customer about what's the issue and progress. Don't just keep customer in the dark...