SingTel
Reviews and Complaints

Poor service 1
Went for re-contract but was not told that plan price has been increased and caller ID has to be charged at per month of $5.
Multi-line discount has also reduced from 15% to 10%. If I were informed of the changes, I will not have done the re-contract as it is not beneficial in the long term.
Poor service 2
Called their customer service hotline on this issue and the whole duration is 28 min with most of the time waiting. 1st guy who answer the line is courteous and answer to all my questions. But not the 2nd guy who is tasked to "explain according to the contract signed". Arrogance and bad attitude is very bad when answering to customer grieves. They shall have apologized first and then provide explanation. Customer satisfaction is very important for Singtel to retain market share as the price plan is no longer competitive.

Recently, all 3 Singapore telcos fined S$10, 000 for inadequate 3G coverage. Do you think this is enough？

After watching the News, this let me recall about my dual sim card phone was loss in the bus 2 weeks ago, on 24 November 2012 at about 10pm. As I have 2 sim card concurrently running on my phone, which is Chinamobile Prepaid Card and Singtel Prepaid Hicard. Immediately rang I call Chinamobile (24hrs) hotline to report loss of my mobile sim card and was informed to get my replacement upon visiting China on my next trip (This is the 3rd time I lost my chinamobile prepaid card). Then I follow up calling Singtel Hicard customer service hotline but was regret to be informing by Singtel pre-recording system that they are only operating from 8am-8pm daily. As there is nothing I can do, so I have to wait for the next morning to come.

The next day morning, I rang and inform the Singtel Hicard Hotline, the customer officer give me an unreasonable answer and informed me that they unable and can’t allow me to get any replacement for my loss mobile sim card as they don’t allow prepaid sim card to be replace once loss! I also request them to assist me to print out all the incoming and outgoing call record for me as I am a business man and I need to keep track all my call for record purpose. But the customer office replied me that they can’t provide me any record as their system are unable to keep track any prepaid card from their system and not even any operator in the world can do so. I wonder how Singtel going to explain or solve dispute whenever all mobile customers encountered.

I told the Singtel Hicard customer officer that I also lost my China prepaid card on the same day and informed him that the China mobile operator can allow me to get my prepaid sim card replaced any time at anywhere in China mobile service counter in China. I also informed that I can even login to http://www.10086.cn and with my China mobile ID and Password to view all my mobile record with detail like date of all incoming and outgoing call with number, call duration, place of call and all incoming and outgoing call individuals charge detail since 10 years ago. Since 10 years ago, Chinamobile already allow all prepaid card to view all incoming and outgoing call details and apply any value added services online anytime anywhere. The “www.10086.cn” (ID & Password provided) provide services like Prepaid card balance with full details all call, Online top-up, Choice or Change of prepaid plan, Point rewards, Webmail, Web Messenger, Roaming activation or deactivation and more.

I am so helpless and wonder what is happen to our Singapore nowadays? Country like China is catering for 1.4billion population which is huge market with only 2 mobile operators who can offer such impressive website (online web e-operator) services for all mobile users for more than 10 years. Small country like Singapore claimed to be everything to be the first especially in Information Technology and now none of our mobile service operators can implement full e-mobile web services.

I strongly believe that will be great help and benefit to all million of mobile users in Singapore who don’t have to waste unnecessary time in long queue for long hours or long call waiting with the customer hotline or even too much unnecessary manpower and operation cost.

Anyway, when is the day that our government or IDA can assist us with full web e-operator services in Singapore? Whereby I believed many countries have already implemented e-operator many years ago. Country like China mobile has already implemented it for more than 10 years ago and when will our Singapore mobile operator will be able provide us efficiently services with modern technologies?

I am very disappointed in singtel internet service. 2 years ago my internet connection had been disconnecting almost 3 to 4 times a day and we had call for 9 technician to come down to my house to fix it., but all of them say the disconnecting problem will not happen again but after they went back, at night the internet disconnected again.Recently i change my internet to 100mbps, but still the internet is lousy and it keeps on disconnecting. I AM VERY DISAPPOINTED ON SINGTEL INTERNET SERVICE. Please do something about your internet.

Singtel land line was down since evening of 4 Sep 2012. Started calling the telephone fault reporting 24-hr hotline 4 times. All calls were directed in the end to the voice mailbox after listening to almost 10 mins of music/ads per session. Was told to leave name and number and they would call back within 2 hours. Directed to voicemail and response was 'The mailbox is full. Please call back later. Bye (chirpy tone)". How ridiculous! A 24-hour hotline is not picked up and gets routed to a full voicemail. Finally got to speak to a human being on morning of 5 Sep and all she could say was "Oh sorry, underground cable down since last night and engineers are working on it". This was morning 820am. By 1052am, line still not up. Missed important calls during this time and IDD calls had to be made via mobile phones. Shouldn't singtel compensate me then?

Dear SingTel,
I've been experiencing a very very poor 3G service lately, especially when I'm at the mrt station and in train. It shows "No Service" along the journey and this problem occurs daily. Not only that I can't access to internet, I can't even make a simple call or sms while seeing those passengers around me get to surf and chat easily. Can you imagine how frustrated it is? My friend (M1 subscripber) travelling along with me does not encounter such problem. A friend told me that it is due to the 4G service SingTel launched recently and it is affecting most of its existing 3G user. I've tried turned off 3G and cellular data and it works but I'm not going to do so everyday. SingTel has been charging me the data service plan which they failed to provide. It seems like I'm paying for 3G Flexi Value subscription fee for a basic plan! I want my money back! This has been continuosly for two weeks and I hope that SingTel will look into this matter seriously and resolve it as soon as posible.

I have experienced the worst service from Singtel. I have always been a M1 user (have 4 mobile lines with M1, happy and still using). I had previous bad experiences with Singtel, but thought maybe I should give them the benefit of doubt and try again. I regretted doing so...here is my story. In February last year I subscribed to Singtel because my son needed a new line, so decided to give Singtel another chance to see if they had changed over the years. The 1st few months went ok except that I had some problem with the 10mb data plan I had to pay because the bill more than doubled the amount of that subscribed. So I decided I should upgrade the plan to that of 'iphone' plan like those of my 4 other line with M1. The supervisor 'promised' he would have the change done in three days. Obviously, I was so happy for my son that I told him to use his phone to surf the net all he wants, because the bundle supposedly came with 12gig free. For two months, I did not receive the bill. Then when I did receive the bill, I was shocked to see that we were charged data usage of more than $800.00+ over a period of 2 months! When I called at least 10 times, each time a different person handled my case, and each time I had to explain all over again, imagine my immense frustration! A lot of 'terminate line, pay amount first, recalculation, calls to Singtel' activities went by for a month or so. Finally, I was told that the supervisor who had 'promised' to change my subscription HAD NOT DONE SO! That was the reason for the charges, which I was not aware of! I told them to go back to the telephone recording of the conversation I had with that supervisor regarding that change I had requested...but as usual...Singtel will protect themselves, so they brushed that aside and gave me credit on my bill, but still charge me a substantial amount. I have since terminated my Singtel line (including the residential line), because I HATE Singtel service and their lack of professionalism, overcharging, and arrogance! I will never ever use Singtel again, and will tell my family members and friends never to use Singtel. I am warning those who subscribe to Singtel...SUBSCRIBE AT YOUR OWN RISK! Singtel is the worst of the worst service provider as far as I am concerned, they have the habit and are very fond of overcharging...wonder how that will benefit the staff who handled these subscription or plans, and how these gigantic hiccups will benefit the company.

I have signed up for a new MIO TV and home phone line on Saturday, 2 June 2012 at Singapore Expo. As per the sales person names Richelle it was suppose to be installed in 4-5 days. Its been 5 days now that I have been waiting and haven't heard anything. I have called the customer service several times and they have not replied back to me. Can someone help me.

Name: Bali Itishri
Email: himanshu.[protected]@gmail.com

Thanks,
Unsatisfied and frustrated customer.

SingTel sends mobile plan promoters to Novena Square.

At the square, they tell them the only plans available are two-year contracts. This clearly contradicts the website and their SIM-only plans.

Also, there was one promoter that advised that Skype video calls can be used without taking up a single gigabyte of data. This is false according to Skype's own data usage information. As much as 2 GB per hour can be used with Skype videocalls.

Lastly, on their website they advertise "free incoming call" plans. All of their plans allow free incoming calls, this is simply a marketing gimmick. When trying to search for details on the plans, they don't have links to the pages with full product information. So even though Sim-only plans have plenty included, you can only know this by looking into their semi-hidden store by choosing to sign-up.

All calls to Bangladesh should be under V019 free call. 2 months ago singtel charged me normal rates when I called to US (NYC & Boston) and Bangladesh (Dhaka Mobile)..this is despite the fact that I had signed up for the V019 plan and pay SGD6 every month for this. When I called and asked her why calls to US & Bangladesh is not considered free. Customer service told me, "sir calls to US & Bangladesh are free but calls to NYC, Boston & Dhaka are not because they are different countries". I asked the lady to tell me what the country codes for all these cities and she told me they are 0191 (US) & 01988 (Bangladesh). I told her what to go and check for me which continent these countries are and she came back after 10 minutes and told me "Sir Dhaka is in Africa, Boston is in Europe and I do not know where NYC is". I asked her what planet she was from and she told me, "Singapore Sir". I got so angry and told her can u please connect me to Earth.

Subsequently they corrected that months bill but continued to bill me wrongly..as I use a lot of overseas calls. Then another problem started with my text messages and overseas data roaming. After being billed exhuberant amounts of 1k plus every month, I started checking my bills and there are so many issues. I went back to my text logs to a particular number and realised they billed me doubles texts for every single ones I sent. This is ok since each costs 0.05 but when u consider a bill of 200 plus for only text messages it becomes annoying. You can't possibly go back and count every single month.

I am so frustrated and annoyed..my company refuses to pay for all these because the finance was the one initially to point out the mistakes with V019 and now ask me to check my bill every month. And each bills take 2 months to clear. SIngtel is the premium provider in Singapore? This is just absurd!

There is a new Singtel Outlet openend at Blk 376, Bukit Batok. The service there is very very bad. No one will dare go back to that outlet the second time. There are only 2 service ladies out there, Looks like they are the owner of these shops. While I was inquiring about a plan, she abruptly ignored me and went away to the next customer. Ofcourse, she lost business from me buying a Samsung Galaxy and I also advised my friends to keep away from that shop to avoid getting insulted. We rather walk further down to buy Singtel plans professionally handled down there in WestMall (Bukit Batok).

I was wondering that this new Singtel Shop even before they establish themselves, are so proud about themselves to ignore customers!

Got my son a sim card with a sony ericsson - experia hp in january 2012.
1st billing was as according to how it should be billed.
2nd bill came the bomb.
My son was using his sim card with my old spare basic phone.
The sony experia was left without a sim card empty from jan to march 2012.
My bomb... Received a service charge of $6.00 dated 12feb 2012 and
My 2nd bill of $375.20... When he only sms and make local calls.
Hp is checked by me to prevent internet usages and he knows that I wont be able to pay up if the bill chalks up to a big sum.
(I am a working single mum, n my children knows our financial situation not to create such burden)

When I called them to clarify they just insisted that my son was using internet and cant explain why $6.00 was charged when phone was idle with no sim card.
Singtel did the same mistake of overcharging when I 1st bought my i-phone but I was able to clear the matter as I know and dont use so much of data.
What I am angry is how can they keep doing mistakes like this and customer service still can say that bills has to be paid in time. I requested for a detailed bill and they said would take abt 3 working days but my bills has to be paid by 24 march 2012
(Today 13/03/2012). I wanted to terminate sim card and was told the charge will be another $500.
Its different when people just sit n earn money vs people struggle to earn and make a living...

i made a phone call to bangladesh, dialling from my phonebook.i was charged $14.96 for talking 7.5 mins.whereas the normal rate is $0.08/min. when i called the customer service for an explanation, the woman told that i shud dial a number manually in order to be charged the normal rate other wise the system would charge me $1.80/min.i made call from my phonebook for the last 6.5 years but was charged the normal rate.when i told this to the customer service, she said that i was "lucky" all the years.WTH that's not how u shud talk to your customers.i even made a similar call later that evening but was charged normally.this is totally the system's fault.and i shud be refunded.i need a satisfactory explanation.

I tried to set up my emails on my blackberry. encountered message saying my blackberry service has been suspended despite having signed up for the enterprise server.

After 5-7 phone calls and 3 hours on the line alternating between advertisements and support staffs with filipino/chinese/indian accented english; i gathered that i may have been wrongly advised and subscribed for the Blackberry Enterprise(BES) when i really should have gotten the Blackberry internet service(BIS) in the first place. (for POP/SMTP based emails)

Now Singtel wouldnt let me cancel my 24mths BES subscription and i have no choice but to sign up for BIS in order to receive my emails ASAP..
I'm demanding a BES cancellation at Singtel HQ this afternoon!

My biggest issue is with the support crew that seems to be reading off their technical bibles.

Singtel is not playing fair to iphone users. Knowing that ios5 includes imessage and will not utilizes even the already bundled 500 sms at 56 dollars for the iflexi value plan.
Singtel has deliberately increase the plan to 59. 90 with 650 sms.

M1 and starhub is playing fair by maintaining their pricing and is this the way big bully like singtel treat their loyal customers? Can ida review such unfair treatment to consumers?

I called in to check if I could switch to iPhone 4S. They said they would help me check and reverted back to me saying I have to wait for 7 working days. I told them then it's alright, I will stick to my original order.
Half an hour later, they called me but I missed their call. Then, they sent a ridiculous message saying, "Your order has been canceled by accident." They did not give me any solutions or rectifications on their mistake.
The next day, I had to call to check. They reverted back saying that the delivery would be delayed by 2-3 days and that they would give me 2 months free monthly subscription ($59.90) to apologize for the inconvenience. I was satisfied with their solution as I would still be receiving within the week.
Yet an hour later, they called me yet again to say that I would not be able to enjoy any of the benefits for booking online. Their reason was the another department needs 3 working days before they can process whatever they need to. And if I want to enjoy those benefits, I need to wait for 7 working days before ordering online AGAIN. Another solution is to reimburse me back into the monthly bill, which means for about 3 months I have to pay nothing.
I do not wish to pay in cash more than I originally had to. I rather pay monthly subscription than having to pay upfront. I am abiding the contract of my order. But what about them?
For your information, they have yet contact me for 4 working days after the last call. So much for being efficient. I even had to tell the caller off to stop disturbing me to solve their problem when it is not mine to start with.

I was being charge 10Gb data for my HP bill, when I call up n make a complain, the billing officer given e time of usage was in middle of e night when I was deep asleep. I was being force to pay e bill which I didnt even used . Billing officer was so rude n insist that it's customer's own problem & nothing gotto do with their system. Verdict ? We gotto pay what ever they charge. Worst telecommunication service n dishonest business in singapore !

F*** so bloody angry with the effing internet service failure by singtel
was supposed to have a certain amount of broadband as stated by the plan but wtf ? the internet was inconsistent totally contradictive of what their website says, consistent internet service. How is is consistent when they provided internet speeds that are 6 times slower then promised ?! i almost got so fedup that i smashed the modem, cant even do a simple google search.
Now wondering if starhub's internet is more consistent or not, if it is im porting over

According to the SingTel website, technical support for business users is for 24 hours as indicated below.
Technical Support
Tel: 1606
Call from overseas : +[protected]
Mon-Sun, including Public Holidays: 24hrs

When I tried to call, I was sent on a wild goose chase with no avail. I followed the instructions on the phone and selected the right option 3 for Biz Web Portal, I was told that many people have called to report the problem and that I should call this other number [protected] to find out when the problem will be resolved. When I called the number, the lady told me that they are not in charge of Biz Web and that I should call this other number [protected] which is only operational during office hours.

Why does SingTel put up a front that there is 24 hours support but no one is looking into the problem when a problem occurs. I tried to call the hotline number and this time I was told that I will have to wait till the next day during office hours to speak to someone about the problem.

This is definitely not acceptable for a company that is voted the Best Internet Provider.

My case is very simple to understand and solve.
I went to Hello shop to subscribe Mio TV together with Free-incoming and outgoing home line. I also wanted to retain my existing starhub home number. I got confirmation that monthly subscription is around S$20. And in order to do port-in the salesgirl asked me to come again after few days. I went after few days to Hello shop and one new staff attended me and asked me to pay modem charge and some other charges. I shocked! I told them that this is something new and I can not accept. They told the first salesgirl made mistake and she is on leave today and she will call me on tomorrow. But nobody called me and I went again to hello shop. They said it was their counter girl mistake who is very new and offered me 6 month off of my mio-tv charges and same time I need to pay 107 for modem charges. Later I came to know from Singtel staff that they do not practice to charge modem charge for new contract. So I decided to raise a complaint against hello shop.
But so far I did not get any solution and I am very disappointed with singtel customer service. I got very poor service and responds from singtel staff who does not know how to keep the customer and solve the issue. Now I feel starhub service is much better and they always try to keep the customer.
I want to say GOOD BYE to SINGTEL for FOREVER. I will share this bad experience to all my friends. I feel very shame on my decision to approach to MioTV.