SingTel
Reviews and Complaints

Incident on 10th sep 2016 saturday.

Regarding of your on site sub-contractor. Who came to my home to do setup of the fiber broadband. During the setup is done halfway through. The modem and the ont was not plugged with fully into connections. He left the ethernet cable unplugged from the modem to ont unit.

He called to active in the tran-net team, to escalate this issue. He left my home with the fiber cable was supply by singtel for my unit to plug to the (Ont) unit. And he did not return to me and went off with it.

When I called singtel customer side was giving some many problems on saturday. Especially the fiber broadband side was not well trained! Without listened carefully to what customer said! They just speak in the own way.

When your sub-contractor called back. Asked me as a customer to plugged the ethernet cable inside of the package of the box. To make my own connection from modem to ont unit. Without the fiber cable was supply by singtel to the customer!I had to borrow the fiber cable from my neighbor to connect.

I made my fourth called the fiber department. The fiber department customer service name ratna said
The sub-contractor were return the fiber cable to on 13th sep tuesday. Up to date there are no sign of the cable!

Get back to me regarding on this issues!

Can I have standardised info about my service and expiry dates? I have been checking around with your sales representatives and all of them seem to give me different dates about the end of my contract. Is it because I have asked to terminate my TV service and you'll keep extending my contract so I be tied down to your services?

What kind of service is this? I had a chat with your sales person through your website and when I questioned him to confirm with the dates of my contract date, they simply ask me to call @ 1688, then what for are they there? And moreover, they claim to be a 'live person'. The excuse he/she gave me is that they have limited access to my account.

Really? I don't think so, because if that's the case, he/she should have at least show the courtesy to suggest that they will do a through check and call me back or something like that..wouldn't a LIVE PERSON do so, logically speaking?.

I hope you'll do know that end of the day, I pay for your services and not that you are giving me it away for FREE. And if you can't service your customer, please let me know, I'll be happy to move away from your elite and prestigious organisation,

Thank you very much.

Hi, I'm Mr Sum here

This is my 1st time join with them, and previously i have sign new sim card last month with them about 2 year, so far this was very disappointed.
I'm working in Sheng Siong Tanglin Halt Road, I cannot received any signal for my card, even a call or message!
I'm just wondering SIngTel is a quite big company how come I cannot received any signal for it! But M1 and Starhub no this kind of problem.
Cause due to your problem i have to buy another sim card to received my call and message, why and what the purpose should I need to pay extra and take for second card to settle ur problem!
So i need to get back solution from this company!

my phone number is [protected], please get back to me ASAP

Incident 1: 24 July 2016, call Singtel customer service regarding the early termination charges and the extra auto roam service charges which i did not subscribe. They are only reply is to told us to wait and want me to pay the bill first.
Incident 2: 25 July 2016, call Singtel customer service again and request to speak to manager since the staff on duty cannot make any decisions. The duty staff get my contact number and told me later someone will call me. Around 12.30 pm, the manager call and told me the case he is in charge now and end the call without saying goodbye or thanks and just hang the call.

It seem that a big company like Singtel cannot even have staff that have proper basic courtesy manner. They like to stalk and waste our time.

On the 13th of current month at 1130pm i've made payment of My hp Bill which i was told earlier the line will be straight away resume once payment is done. The thing is it's already 11.07a.m the next day and i've been calling the operator of SingTel for 3 times and been giving what ever the operator requested such as emails of the bill. All this can be retrackked as you guys have do have voice recording service. The thing is I lost a lot of money from not having my phone line activated. As I currently doing chauffeur service and I can't get any customer as I am not contactable. I don't think such a big company as SingTel will have this kind of bad service . So how do SingTel would compensate for my loses. This is no joke as u guys are doing business and I lost lots of business just because of your bad service. Do reply me as soon as possible or I will this matter up to the relevant authorities.

Wanted to sign up for BPL cross carriage to starbox setup box in April16 but was recommeded to recontract for 24 months in order to enjoy free Euro2016 matches in june16. Sales person didnt highlight to me that Euro matches can only be shown on singtel Go n not cross carriage to starhub setup box. If that was being communicated to me, i wouldnt have proceeded with this recontract during the tailend of BPL session. Repeated calls to singtel customer care also not able to confirm this and i was provided with conflicting replies.
This is totally unacceptable and as good as CHEATING. I was a singtel supporter with all my services with them. Numerous cases of bad services had prompted me to cancel services one by one and this is the last time that i want to have anything to do with SINGTEL. I am going to terminate my contract. And in any case that i am required to pay any penalty. I will not hesitate to report this to the relevant authority.

I have encountered a poor customer service experience with Singtel. I have converted a mobile line under corporate plan to personal one. As result, there is an excess monies in the account under the corporate plan and it has become inactive as there is no more service. I made a request to Singtel for refund.

It has been more than 10 weeks since i had requested my refund in Feb 2016. Until now, i have NOT received my refund.

This is the kind of customer service rendered by Singtel. Singtel just held back the money when they know the account is inactive as the line is transfered. Why is this the case ? They have not taken the initiative to refund the money . It is until a request has been made that the refund process get started. Sadly, it takes no interest in seeing the case being monitored and resolved promptly. I do not know whether the case is being looked into, i have no clue whether a cheque has been issued and posted. What i get is a open ended response which guaranteed nothing (see below). In conclusion, it is poor customer service. If Singtel would like to keep my money to add to your profits, go ahead.
--------------------
Date: 22/04/2016

Dear Mr Lim,

Thank you for your email.

Sorry for the delay in receiving the refund.

I have checked and informed the billing department to re-issue a cheque for this account. You should be receiving the cheque refund within 2 - 4 weeks time.

Once again, sorry for any inconvenience caused.

Regards,
Liyana
Customer Care Officer
Singtel Business Care, Consumer Operations
Singtel Group Consumer
------------------------
Regards
Lim Guan Huat

Hey I'm here to warn you guys if you are considering signing in to SingTel! I have three really unhappy experience with them. They said that I exceeded my monthly data and have to pay an extra 10dls! Luckily that day I took a screen shot at 22.30 which indicates that my data stopped at 2.8+! But before they saw these screenshot they were blaming me and saying that I must have exceeded and I should check with their app and monitor my data usage! After I showed them then they say oh sorry there was a mistake blah blah blah!
Second. When I was purchasing my broadband the person at the counter said that I can get 1gbps of wifi! WIFI! Then half a year ltr I complained about the slow speed and their technician came telling me that the fastest speed on earth is only about 200mbps ! So all the while I was cheated! There wasn't even a need for me to buy stupid plan! They say it's my faults for not knowing this "fact"! And insisted me to pay an extra 800dlrs for changing the plans within 24 mths!
3. NOW! They are telling me that I did not pay for my last bill which I did! They say if I can't present the last month's receipt I have to pay the extra 44 dollars!
See! They are just extra charging for their profits! So remember people keep their receipt for a year, whatever statement they say pls record! Write down ! Go home check the wed if it is true ! Don't get cheated! Or else the one suffering is you!

I have signed up 2 years home fibre broadband + Mio TV bundle with Singtel in December 2014. I was looking forward to a higher speed network but I was not getting any! So disappointed.

The first 4 months was hell as the Singtel technician has made numerous house call to fix slow network speed by changing new modem to increase internet speed but was useless. Some technician later admitted that it was due to internet frequency congestion in my area (Fernvale, Sengkang West) and there are nothing they can do.
I made many complaints and Singtel even sent in their engineer to look into my area. It improved slightly but at times there are still slow or no connection. I have to used my phone data hotpot to my daughter's computer so that she could do her school work. I also have to made sure the phones and Ipads (when not using) are not connected to the wifi so to improve internet speed.
Then the technician came down 2 more times in Aug, Dec 2015 due to no internet connection, no MioTV services and faulty cable.
On 6 April 2016, same problem happen again. sigh...

Is there some kind of rights for broadband users? Can I terminate my contract now without having to pay any penalty since it was not my fault and it has disturbed my home peace and the frustration of having to deal with it every few months.

On 3rd March 2016, our company has written an email to Singtel to inform of our office relocation to a new address.
Singtel customer care has given our company a new telephone line and a new facsimile line during the 1st week of March 2016. When our office staff contacted Singtel again for the new numbers as agreed on the 2nd week of March 2016, we were told the new number (telephone) is given to another customer except for the fascimile number. Our company was given another telephone number. I implored Singtel customer care officer to note their due attention as our company, being professional has to send mass email to inform all of our customers and partners (hundreds) on the relocation, including new telephone and fax numbers. That Singtel customer care officer assured our company of the agreed new numbers!
On the 3rd week of March, Singtel reneged on the agreed new phone number again and issued our company another number!
On the 4th week of March, I contacted Singtel customer care and spoke to a male customer care officer and note that our company will be sending mass email to our customers and partner of the change of numbers (our new numbers). I reiterated that this is official and that Singtel should not messed up once again with the unprofessionalism. Singtel customer care assured me on the new numbers as agreed.
Today (1st April 2016), I tried on the our official Singtel given number and was answered by another company! This is infuriating and I contacted Singtel on their unprofessional attitude with such tardiness fax number. I have yet to receive any reply!

Date of incident: 29 March 2016

Lodging a complaint due to mobile phone's line. Earlier this month I paid 80% of my phone bill. Yes, my bill accumulated and it cut off but I still paid 80% of it. But now the line is cut again, its only less than a month. I am furious due to Singtel's action being unreasonable. Singtel is not even understandable of customer's needs. There are families that are financially unstable. It's not like people are not paying the bill but just a little delay. I'm fine with it if I didn't pay the bill for 1 and a half month or nearly 2 months, Singtel can cut my line by all means. But this time round it is unbearable, it is barely a month and my line is cut. You guys are lack of patient and seems more like a "legal loan shark"; wanting customer to pay up by cutting mobile line, and its not like Singtel is not earning any money. You guys have purchasing power to open so many branch. There are lots of people that are unhappy with Singtel's service. We can continue to sign our contract with Singtel, but it also require that Singtel provide good service and company to be more understandable. Hope you can look into this matter as soon as possible before the situation turn from bad to worse with decreasing of customers. I will end of in a polite way and please don't mind any affection or insult. Thank you.

On 01/03/2016 evening I called the hot-line to check the 2 bills I received. My call was answered by Mr Hikk in Malaysia. My plan of iOne Plus was forced upgraded to Combo 1 wef 05/01/2016. Though I don't use a smartphone, my Jan 2016 and Feb 2016 bills showed usage of 17.9688MB and 40.332MB of local Mobile/GPRS Data respectively. In fact, My GPRS Feature was turned off many years ago as I had been billed for the usage unfairly before. I requested that my GPRS Feature remains as off but my Auto-roaming be turned on. He agreed to do so. However yesterday(04/03/2016) morning I went to JB and was shocked to find that my mobile phone did not get any network coverage there! I had to cut short my trip and rushed back to Singapore as I could not afford to remain un-contactable for long time!

16th Feb - Doing online re-contract, but internet disconnected (was at home using SingTel Broadband)

16th Feb - Contacted via Online Chat to confirm purchase and delivery date (18th Feb)

17th Feb - Received SMS to inform that unable to deliver and to chat back for availability date (Is this a mistake of mine that I am made to chatback on the next arrangement?)

19th Feb - Confirmed to change delivery date to 24th Feb, 2pm to 5pm (as that's the only available slot)

23rd Feb - Received SMS confirmation on the delivery date and time

25th Feb - still no sign of handphone nor updates on the delivery of the handphone

Wondering what has happened to SingTel service? Providing empty promises one after another?

I re-contracted 2 mobile lines with SingTel's mobile salesperson on 18 Jan 2016. All paperwork including the purchase of new mobile phones (one IPhone and one Xiaomi Note). The salesperson told me he will deposit the 2 phones in the pop-station. On 20 Jan 2016, I picked up the 2 phones in sealed condition. However, when I opened up the IPhone, I was surprised to see a lot of scratches at the bottom of the IPhone. The condition of the Xiaomi Note is ok and it comes with a new 3-in-1 SIM card. I went to Singtelshop on the following day but was told by them that they do not do 1 to 1 exchange. They advised me to proceed to Apple Service Centre. I called up the salesperson and he confirms that I should proceed to Apple Service Centre. When I reached the Service Centre, I was told that they do not do 1 to 1 exchange for cosmetic damages, they will only replace if there is a hardware or software problem. Thereafter, I called up 1688 and was told that they will put to investigation department and can only get back to me 5 days later. I asked if I can proceed to use the phone and the Customer Service Officer said yes. On 25 Jan 2016, I was told to email the photos of the scratches to [protected]@singtel.com, attention to Ms Maria. A few days later, she called and said they cannot do the exchange because I activated the phone. I argued and she told me that she will check how Singtel handle the case of a rejected phone if this happens in the shop. Subsequently, I made a few calls to 1688 to follow up. Today, when I called, I was told by another CSO that they may or may not do the replacement for me and he advised that in future I should go to a shop to purchase the phone instead of doing it online.
In the first place, if I bought it in a shop, I could have rejected this phone for the scratches. Now I am stuck with this scratched phone because it was all online and there is no promise from them that they will replace. What an irresponsible act. What's more they say that who knows I scratched the phone and accused them. By the way, what kind of investigation they need to carry out? If he go questioned all the staff involved in the packaging of the phone, which staff will own up and say he packed the scratched phone in.
I think Singtel should improve their service. This is no fault of the customer. Giving discount for online purchase and the customer has to bear the risk of buying a faulty phone without the right to change is ridiculous. Can I also say all the rejected phones were re-packed and sold online?
I demand a phone exchange and I hope to resolve this as soon as possible. Despite re-assurance from Ms Maria that she is actively following up with the case, I think her response is too slow. It is going to be a month already and the longer I use this phone, the more risk exposure I have. I do not want Singtel to use the excuse that I created more scratches while I am using the phone and hence strictly no exchange.
I hope my position is clear and hope that Singtel react to my complain seriously.
Thank you.

Details of purchase:-
1. Outlet code: S98
2. Invoice No.: 0052-130-[protected]
3. Invoice date: 19 Jan 2016
4. Appln No: PP/16/01/01206

I am suffering from stress n nightmare after signing up the fibre bundle in the west mall roadshow . He gives me false info that I can sign up a second digital line from Helloshop after my installation of my fibre on 19th nob 2015. Until today 19th Jan 2016 .. Both my fibre n digital line not working n they have deducted from my account through giro n on top of this I have to pay M1 $250 for keeping the line active for singnet to port over. But until now 2016 after all the festive seasons the line n internet cannot work ..they still not allowing me to cancel my contract . I am screaming my head off . I have no recourse against this giant telco .. They abuse their customers. My suffering has not ended .. Please help me !

My company requested relocation services for Singtel fixed phone lines, E-Lite, and ISDN. The request was made 21 business day before actual relocation date (in accordance to Singtel requirement), and relocation was schedule to be 24th August 2015. At 5:56 pm on 23 August, Singtel notified me through E-mail that due to technical issues, they won't be able to perform the relocation service on 24th with no further details, and we will be notified of the rescheduled service date later. I was shocked reading that, as our entire relocation was planned on 24th, and once the entire office was moved to the new location without active phone lines, we wouldn't be able to resume business on the coming Monday! It also shocked me that Singtel took business disruption to customers so lightly that no representative bothered to inform me but sending an E-mail. On the 24th, of course no one notified me how long the delay would be, an I had to spend hours calling Singtel Customer service trying to understand the issue. It turned out SIngtel was in short supply of fiber and couldn't finish the infrastructure in my new office building, and while I reasonably assumed this issue should be made known to their sales before 23rd, Singtel chose to notify me the last minute, leaving me with no time for contingency planning. Long story short, the entire relocation services was delayed for 4 days, and in the end the sales rep for my company basically just disappeared and didn't reply any of my calls. Now 2 months after the drama, I received a Bill from Singtel, charging me "wiring fee" for all my 8 phone lines, while the actual wiring was done by my contractor. I checked my quote, it does say wiring is "optional, " but when I call customer service, after 2 reps failed to call back though promised so, the 3rd rep told me Singtel has the right to charge me wiring even though it's not performed. I told her it's not in my quote, and if you put something as "optional, " you can't later on say you will charge for it no matter what. Again, she needed to call me back so this farce is not over yet. I am simply surprised as the biggest telecom company in Singapore, Singtel has been consistently providing dysfunctional and disorganized service to customers, and on top of that, charging customer for services they did not perform.

Hi there, I was inform that I have an outstanding bill with singtel when I try to apply for a new line with my company. When I call up the customer centre, I was inform that I have an outstanding bill of $1700 in 1998! Can you imagine 17 years ago and only now I was informed? And the best part when I ask the csr to retrieved the information, they mentioned that they did informed my brother by the name of aziz before 2005, in which I have only 1 younger sister and i'm the eldest! And "i" did call up singtel on 3rd nov 1998 with the name of aryad! And when I ask for any voice proof or documentation of picture me signing the letter, they couldn't. Is that fair for me to blindly pay the so called outstanding bill in which I knew I never sign up before? Unless singtel could show me proof, either in voice recording or picture of me signing the documentation, I won't make any payment and I will escalate this issue to singtel respective md or director. Aside from that, I ever lost my ic during that time. If this matter could happen to me, how about the low education or elderly person to handle? To find out 17 years later that their name or nric has been used and there's a outstanding balance? And singtel will blindly ask them to pay? Isn't that call cheating your customer?

Singtel Prepaid plan is designed to robbed peoples money? When I topped up my main account balance using the online top up portal, 500mb was given for free as i use this channel to top up. It seems so kind of singtel rewarding its customer using online top up, definitely NO! After I finish up my value data plan quota, SIngtel didn't allow me to continue using the bonus data given. In fact, they deduct all the money in my main account (WITHOUT MY KNOWLEDGE) only then they allow me to utilize the free 500 mb. I would rather you don't give the free data, it is like a scam. A trap that makes you lose more money! Singtel products is like a mean to steal public's money. So many of my friends have been robbed by Singtel in a mean like this, there are still so many victims outside. Singtel IS A IRRESPONSIBLE COMPANY THAT DOES NOT HAVE ANY SOCIAL ACCOUNTABILITY AND UNETHICAL COMPANY.

Following is an email addressed to the management of singtel. i hope they are able to resolve, otherwise i would have to escalate to the press and to case.

Dated: Wed 23-Sep-15 10:15 AM

Hi Ms Chua, Mr Yuan.

I hope this email finds you well, otherwise I would have to escalate further to the press for assistance.

Story is long, so I shall cut it short in points for your better understanding.
- I have been a mio home bundle subscriber since Singtel launched the program
- I have 4 lines under my name, under the same account, and each of them enjoying 25% discount for the monthly subscription plan
- when I learned about easy mobile, and when the plans are due for recontract, naturally I would opt for easy mobile
- 1st line I recontracted, Singtel creates another account, thus affecting my mio home discount
- called Singtel, get refused, asked to escalate based on my points (refer below), after “negotiation” for a month or so, Singtel merges into my main account as requested.
- at this point of time, please note that while they have merged, they voided all the initial 25% discounts, which I didn’t hagger on to date
- the cycle repeats for the second line I recontracted, and the third, and now, the fourth.
- each time I recontracted, I made it a point to scrutinize SingTel’s website to make sure that there is nowhere which states the losses, inconveniences and impact as a consumer I would have to go through when I opted for a better plan launched by Singtel; Just to be sure and fair to Singtel.

There is some points that I’m extremely unhappy about.
1] I lost my savings which I signed up for – which by the way, up to today, I’m still not getting back the supposedly discounts for the merged easy mobile lines into the main account.
2] For ease of monitoring, I lumped all into an account (mio home bundle – a great initiative by singtel!). But Singtel keeps separating them into different accounts.
3] it is not stated anywhere in your website where the above should take place. Neither a prompt when I chose to switch to easy mobile subscriptions.
4] every line’s “settlement” takes a minimum of a month, some close to 2. It involves a lot of my time and phone calls.
5] every single time the final-minus1 reply I get from Singtel is they cannot do anything about it. but the final reply would be they are able to.

While easy mobile is a great initiative by Singtel I must say – brings savings and is tailored according to user’s demands; it has failed terribly in the administration over the year for consumers like myself.
PS: I have tons of friends whom are in the same situation as I am.

For my profile as a Singtel customer, I am with SingTel for since 2000 (or perhaps earlier than that I cannot recall exactly). From a single line consumer, to a mio home plan subscriber, to a mio home subscriber with 4 mobile lines in total for my family. I have just subscribed to SingTel mobile for my company’s full fleet of breakdown team personnel as well. if you might doubt my claims, please do ask someone from your team to investigate and refer to all the calls I’ve made to SingTel over the year.

Please understand that it is with no option that I have to write to you directly, and I do apologize for troubling you on meagre matters as such.

In anticipation for your assistance.

Regards,
Lim Tiam Huat.

I sign up for the bundle on end june 2015 which entitle a re-contract of mobile every year. So i nominated my line and waited till sep 2015. I called up again to check the status, the previous guy never even nominate my line. So i nominate again early sep. The CSO told me that will be ready within 3 working days. He also ask me to upgrade another 1gb data so i agreed and was told again the nomination will be done by latest wednesday 09/09/2015. I went down to one of the singtel retailer shop to ask for upgrade, they told me my line has not been nominated. So on 10/09/2015 i called up again, asking another CSO, he told me the data upgrade is already done but not the nomination. And he told me the nomination takes 1 working day but upgrading only can be done on Nov. So its simply a Scam when you want to sign up on SINGTEl. What is the mutual agreement? Very disappointed