SingTel
Reviews and Complaints

I am not the only one experiencing those bad service provided as it also occurs to my friends and family members. It has been to the extend that I decide to write in not only for myself but on behalf of those around me who is also receiving such bad service from Singtel.

All the while I never took a Singtel line before as I heard of all the complains about the bad services people encountered.

2 years ago, I signed up for a phone with a Singtel plan and right now I really must agree with the people out there who complain about Singtel.

Whenever I have encounter problems and call their hotline, I had to be put on hold countless times, sometimes up to an hour just to get a officer to speak to me.

The call centre will not direct u to their manager when u ask them to & leave you hanging on the line until you got frustrated yourself and hang up.

Wrong billing, bills get sent to the wrong address, signing up for services and got forgotten and didn't get activated, transfers of services that didn't happen even though it was done personally at the customer service counter.

That is not all, the most frustrating is they will first refuse to take any responsibility for anything, trying to insinuate that it is your fault/responsibility, often had no clear answers to questions, and many times, they promised to get back to me, but just kept me waiting for a week and yet no calls from them. Until I have to just keep calling them up and pestering them everyday to let them remember my issue for almost 2 weeks to get one tiny problem solve. Is this what Singtel is most famous for?

Worst of all, after all the calls and all the issues that is happening, we are very disappointed with the service and told the customer service that we are going to cancel all lines from Singtel and guess what? He actually say "OK!" What kind of service is this?
Come on Singtel, look into the issues of all the subscribers. We are all very busy people. We don't have the time to call you everyday just to get one tiny problem solve.

Just one simple thing, get the relevant department who is in charge to call us and settle the issue rather then transferring here and there putting on hold and get no answers.

I think such problems reflects badly on their management.
If Singtel has been doing this all the time to many customers, I guess the CEO should look into this isnt it?

Also, their staffs can promise you anything such as return your call, look into your matter, but never keep their promise.

This is a deplorable standard of customer service that is typical of most big organizations in Singapore. These are organisations that pride themselves on excellence. What excellence, when they refused to give a reply to a customer?

Isn't singtel's service supposed to be one of the best? Or does it mean that they are the largest mobile company in Singapore and therefore we as customers have to abide by their way of life?

Customer service is one of the most important aspects of any business. I believe that without customers to purchase the business's products and services, the company cash flow dries up faster than a rain shower in the desert.

This is the 1st time I have sign up for a Singtel line and will also be the last time. As after being a Singtel user of 2 years, I really must agree that they are inefficient and provides bad service.

I am not the only one that is utterly disappointed or feels that Singtel is very arrogant. Me and a few friends who have hold Singtel line before had a chat and all of us feels the same.

And Singtel has proved us right.

Believe me or not, try their service and you know I am right.

singtel broadband mobile internet... very slow... slow as snails.. almost next to useless internet..
its been 4 months i complaint to customer services and coverage team.. i'm so upset with the service they
provide, my area at commonwealth drive blk 63.. less than a 100kbps.. shame to coverage team for
not giving solution to the said problem..

Incident 1 : Poor Customer Service Operator
A Customer service operator called during dinner time, rushed us to recontract our boardband service, when i request for more time to look through the internet for more information, the customer service operator gave a take it or leave it attitude, rushed through the conversation then suddenly hang up the phone . Really felt angry that moment .

Incident 2 :Felt demoted to second class user, despite loyalty and prompt payment

After exploring through singtel.com, found that new user had a extra wireless modem included in their package but thoese who recontract won't have the modem . When asking for upgrading my package to 15Mbps at $47.90 but would like a cut price as the Mobile boardband service is at no use to me, customer service officer from singtel say it is a "FREE" service in the package .

Incident 3 : Trying to confuse customer with similar advertisement and advertisement that is not clear .

Firstly the advertisement has the "FREE" word and "Come with", if the service is free why don't you put all the service under FREE ?If i never see probably i would had mistaken the new customer and recontract advertisement is the same .

Incident 4:When asked to be directed to supervisor/manager level in singtel for explanation, but still customer service officer replying email in every 3 working days manner .

Overall : Felt threaten and almost being scam by the phone operator giving a take it or leave it attitude and did not even mention about the wireless modem not included .Why have a sales department when they are not attending sales but customer service office are doing it . Why have a marketing department when advertisement is designed to scam customer to leave a bad remark . Treating loyal customer like a bucket of dirty water, eagerly trying to throw you out instead of recycling.When ask to speak to a supervisor, no one dare to speak of behalf of the company . Then why be a supervisor ?

Heard singtel is owned by some government sector ( source from some forum) is that why singtel is so arrogant because have backings from government ?

Staff made appointment to install MIO TV cable on 02/04/11 between 11am and 1pm but failed to turn up. Called 8386388 but was told to call 1601. When I call 1601 was told to call 1688 and on and on... It is pushing to one department to another. Why installing a phone line with Mio TV needs 3 different appointments ? SingTel may have alot of staff to pass the job to one another but I have to take leave for 3 different time slots to wait for them and yet failed to turn up.

Mio TV offered to give a LCD TV when you subscribe for 2 years. I signed up in Oct but I have yet to receive it on March 24. I have called them every month to get an update. They claimed they sent the voucher but never arrive. 6 months I have waited. I bought a tv in the meantime and perhaps that free tv will arrive before this tv breaks down. Why can't they deliver the tv when they install my MIO TV? That would certainly be sending me a bundle of joy. Before I can settle this issue, they sent me data roaming charges when I was not traveling on those dates. I talked to the customer officer regarding my tv issue and he said I have to be transferred to another department. Which means another around of waiting for someone to answer and hopefully the line doesn't get cut off. Repeat my name and NRIC number for another 3 rounds after having to key in my phone number upon request of their phone system. Their ideal is to make you give up on having someone to call, just pay the extras? All the time spent on Singtel and the frustration is insane. I worked in Shanghai for 4 years and China Mobile who is serving billion of people is much more efficient. I am ashamed here.

I had a SingTel mobile plan from 2009. 2010 middle my office relocated. And at that time I noticed that my internet access is not as good as it was before. But I didn't pay too much attention, and tolerated the issue. But there are times that I really need a normal internet speed on my mobile phone. So recently I decided to ask SingTel tech support about it.

Initially they provided some insights to the issue, asked me to do some tests, but later I received a ### response:

"In response to your email, we have investigated and evaluated on your concerns. Broadband on Mobile service designated bandwidth will be shared with the rest of the users within an area. If there are more concurrent subscribers using the service in the same area, the access speed will be impacted. Other cause of slow speed will be the combination of 3G/3.5G device used, software application, internet traffic and destination server at time of access."

Looks like a copy-and-paste answer. This is the kind of response you get from SingTel. And I had other issues with them, I won't put it here but in summary the tech support is not helpful, and the manager always backs-up what tech support says (Or maybe managers prepare what tech support should say). Point is there is no use escalating, no sense of commitment to consumers, no sense of keeping integrity. It's all about money for this company. Legally sucking money from poor consumers.

This telecom is like a venus flytrap. Will lure consumer with "good deals" then later screw you up. Maybe all telecoms have flaws, but my point here is that they should do something about it! I am not asking for a cancellation of plan or what, just make the SingTel users experience better and also give the worth of their money!

Luckily my mobile plan is about to expire. I am intending on getting a new line from another provider (will do speed test from my office first and from several locations, using some of my friends data plan). I wish some law will be enacted that requires speed test in the office and home (where we spend most of our time) before we sign a contract (tough for those who move around for a living).

My advice to all, please ask around before getting a mobile plan, esp with data. No service provider is perfect, but some service provider are better than others. It is up to us consumers to protect our selves. These companies have no consideration whatsoever and if we find our selves in a ### situation it is our fault. For them what they're doing is legal. So beware. Make sure you get what you pay for.

Hi,
I had terminated the 2 years BOM contract in Dec 2010. A CSO called to confirm my billing address to be sent to HG. Weeks passed but no bill sent. It was only around 1130pm on 6 Feb that I received a call from an occupant staying in Choa Chu Kang that my bill was sent over to his house, adressing to me. Prior to that I had made 3 seperate attempts to inform Singtel to send all bills to correct address (in the system) and not to CCK (This comprised of 1 personal trip to Singtel shop @ Taka B1 & 2 different calls where the CSOs gave full assurance that all bills to be sent to correct address more than 6 months ago).
Hence, I made a call to Singtel at 1134pm on 6 Feb & a CSO, SHANKAR was assigned to help. During the call, he was extremely rude, loud, intimidating & made several attempts to challenge me. Firstly, SHAKAR put me on hold for 20mins & simply reverted that the billing dept was closed and did not know what to help. I was very positive that billing department would not operate on Sunday and especially at 1134pm & SHAKAR would not need 20mins to advise me. This had been perceived as his way to stall time & pacify since it was close to his knock time & SHAKAR kept emphasizing that his duty would be over by 12am & the quickest turnaraound time would be 10am on 7 Feb. Secondly I requested for his duty mgr and SHANKAR told me off that I was UNCOOPERATIVE. His mgr, VARUM was advised to be engaged & I was supposed to end the call since VARUM ended his duty at 12am sharp too. SHANKAR even further challenged that I could go to Comcentre if I wanted to the next day. Lastly, when I requested SHAKAR to arrange a response by 9am on 7 Feb, he commented that the response time was too short and it would be dependable on the morning team to handle and there might not be an answer to my issue. SHANKAR told me off that I need not tell him what to expect as he knew better on how Singtel would operate.
I have been deeply affected & shocked to receive such negative service from SHANKAR, representing Singtel. If he understood my frustrations, SHAKAR would't have been so negative especially where there was breach of confidentiality as my letters had been sent to strangers by Singtel & had been read by the strangers. This is a serious security breach of customer's personal & billing data to strangers without my rightful consent. And Singtel CSO was just treating the seriousness with a pinch of salt & seemed more concerned to knock off promptly for the day with his duty mamager. With such service, the level of responsibility and compliance from Singtel shook me rudely & left me in an "awe". I apprehend that there is limitation on what SHAKAR could help, however he is still representing Singtel and would still need to uphold its reputation by not labelling this particular customer as unreasonable or uncooperative in the presence of the customer. I hope Singtel would work on a better process on the CSO selection & would resolve the breach of confidentiality issue before more letters to be sent to different strangers.

Thanks,
Disappointed user of Singtel

I am a Singtel prepaid card user. I subscribed to a Prepaid Blackberry Plan on the 25-01-2011. After all the procedure I received a message saying that I have successfully purchased Prepaid Blackberry for Individual 30 days and thus my main balance was deducted by S$20. So I have my blackberry phone restarted and tried using my blackberry messenger but I can't connect at all. I thought this might be connection error or some system error and waited for 2 days. After the 2 days I called Singtel's customer service hotline twice and each call for nearly 30 minutes. It was different operator who answered my call but the both of them gave me the same instruction. The second operator who answered my call gave me the same instruction as the previous operator although I have explained to them that I have called before and I have followed the instructions given by the previous operator. In the end the second operator told me to go to the Singtel's customer service directly.
On February 1st 2011 I went to Singtel's customer service at Sommerset. I queued for about 15 minutes for my turn. I told the customer service there about my problem and handed my phone to him. He took my handphone for 5 minutes and returned it to me and told me to go to Singtel Blackberry Service just beside the current building. So I went there and again queued for another good 15 minutes. When my turn came, I again explained to the customer service there about my problem and handed my phone to him. After a few minutes, he handed me back my phone and told me to call 1688. Then I proceeded to call that number and talk to the operator. The operator then told me the exact same instructions that I get from the 2 previous call to Singtel's customer service hotline although I have explained to her that I have called Singtel's customer service before and had done all the instructions given. This time the operator is being smart, she told me that if I still can't connect, I have to call to this very number [protected]. After I ended the call I did all the instructions given by her again but I still can't connect. The moment I called the number she gave me, i just realized that the number she gave me is Singtel's customer service number!

I am truly mad and disappointed by how they treat their customers despite being the largest telecommunication provider in Singapore. I have heard about tons of people complaining about Singtel's customer service and that their customer service is the worst in Singapore, but still I didn't believe in what people said until now when I have been enlightened about their horrible customer service.

Upon signing up a mobile plan or re-contract plan by SingTel, I was registered for 3 SMS subscription services (Reuters Asia News, Straits Times Spore News, Inspirational Voice) without my knowledge. I was charged $0.09 for each service. It was made especially hard for anyone to cancel the subscription as the only way is to contact a person on the technical helpline. By right, it should be in the menu for cancelling value-added services. This kind of behavior is unreasonable and unethical, and it is not the first time that SingTel has screwed the consumer over. Rest assure that I will never pay for any SingTel services again.

I am very upset and desperate about the customer service of Singtel and the customer service hotline is not able to help me with the issue, I will reproduce this letter to all the public media to draw their attention to this incident and will like to cut all my exisiting contract with Singtel if I did not receive any reply within today.

The multiple lapses by your company staff are as follows:

1) I have called on 13Sep10 to terminate my existing broadband service w.e.f 15Oct10. The staff have promised to do it for me and the charge of broadband will be pro rata until 15Oct10, my next month bill (Oct 10) will reflect it accordingly.

2) In addition, I added that there is a SGD 0.09 charge for ringtone reflected on my bill while unsubsrcitpion of the ring tone was done by me very long ago. Once again, your staff also promised that she will refund me SGD0.09 and it would be reflected on my next month (Oct10) bill. She directed me to pay SGD0.09 less of the reflected amount (i.e. SGD106.26 instead of SGD106.35) and the outstanding amount would be offset automatically on my Oct10 bill

3) I trusted that the staff has done her job and did not pursue further.

4) I received my Oct10 bill 2 days ago. And noticed that the staff did not do any amendments on the bill AT ALL. My broadband service was not terminated. I was told to pay until 03Nov10 for the whole month fee. And there was still an outstanding amount of SGD 0.09 roll over from the previous bill. (Which means that the staff on the phone did not execute anything after our conservation.) I was very upset as I have spent about 45mins to explain to her the whole issue. But it was not sovled.

5) After noticing the discrepency on my bill, I called immediately on 08Oct 10:00am to enquire.
1) Staff A did not solve my problem
2) I have spent 30mins again explaining to Staff B the whole issue (whose name is Fiona). She agreed to get the approval from her department head and informed me that she will need some time to resolve the issue. She promised to call me back in 2hrs. We both agree on the phone that I would be expecting a call from Singtel to explain all the discrepency and a revised bill before 1:30pm
3) I did not receive a call until 2:00pm. I called 1688 agained and waited 30mins for the line to be connected. Staff C picked up the call and I requested to speak to Fiona. She said there was no Fiona in the department. I did not want to explain the above issues again as I have already spoken to 02 Singtel staff (A & B) and nobody could help me. I requested to speak to the manager. She refused. She was explaining that there are different departments in Singtel. And even I told her the problem now, she may not be able to help!

6) It once again demonstrated how dedicate and responsible Singtel staff is.

On 26 August I applied for Bridge Data Roam 15 and within 24 hours of service commencement discovered that my usage exceeded 15MB. I had not accessed Internet other than having my phone download emails. Within the next 24 hours I contacted Singtel (at my own expense) to terminate the service. I am dissatisfied that the plan recommended was unable to accomodate my modest email usage even for 24 hours.

On 4 September I wrote to Singtel to confirm that I wanted the Bridge Data Roaming service disconnected and they acknowledged by email.

On 23 September I was overseas again and found that the service was still pushing mails to me. When I returned to Singapore on 29 September I have had to again demand that the service be disconnected. Now I have to fight them over several hundred dollars in excess usage charges.

Today alone I spent one full hour on the phone with the accounts person, and still no joy.

Their internet does not WORK. It automatically disconnects itself every 5 to 10 mins periodically especially in prime times of 8pm to 11pm. I don't understand why am I paying 50SGD every month for such lousy service. This is a FAILURE in service delivery yet Singtel still has the cheeks to advertise about its 'all-in-one' MIO TV.

More like "hell-in-one".

Called the Singtel 1688 customer service hotline THREE times during this year. They KEEP asking me to repeat the useless solutions they provide and REFUSED to send someone to look at my hardware. I even offered to carry it to wherever it can service the bloody modem but they insisted that the problem is a minor one.

Minor? Service delivery failure is minor? I pay for internet and yet cannot use it is minor? Then why the hell does Singtel even exist if it cannot deliver what it exist for?!?

So, poor and middle income Singaporeans are paying 50SGD for nothing every month to SINGTEL.

I just sign up 2 years Mobile Broadband with Singtel. And they provide me device E1782 to online. But once I got this device, I feel the connection is not stable. I using 7.2Mbps network, but the network always disconnect. I am not able to go online smoothly. Hence I call into Singtel 1688 seek for help. For the 1st time, the customer care ask me to update my firmware which I already did. But I still do it again. But still facing problem. So I call in again. Then the 2nd customer care say this might me device problem and not Singtel problem. They just ask me to look for HUAWEI. If really is the product failure, once I got this, they should one to one exchange with me right? Or they just try to push the responsibility to others people? They didn't do a QC test? Or they just don't want to help out? Once call in, just say is not Singtel problem and ask the consumer to look for other party?
Anyone one can give me some help? If yes, please email me: shane.[protected]@hotmail.com. Thanks.

hi i got broadband on mobile connection for my laptop and the no. is [protected]. the contract which i have signed for 2 yearsis for 4000kbps speed. but till date i just got only max speed that is 20kbps, by which i cant open a simple page on net. more than 10 times i hve complained to 1688 regarding the same but nothing happened. one customer care is Mr XANDER told me that its coverage problem so somebody from coverage deptt. will come to your residence to sort out the problem or i'll give you a call. but i am just waiting for last 20 days, no one came, i have made a big mistake to choose singtel, now i think i have to cry for 2 years, Or can any one help me then mail me- [protected]@yahoo.com

A story of SingTel's dreadful management and customer service...

Below is a confirmation from SingTel confirming the event sent to me 13 August.

Dear XXX

Thank you for your interest in this event, we are glad to confirm your registration.
The event details are as follows:

Date: 20 Aug, 2010 (Fri)
Time: 8.30 - 10am
Venue: Googleplex
8 Shenton Way, Level 35
Singapore 068811

Tanjong Pagar MRT (Exit E)
Registration ID: XXXXXX

We look forward to seeing you.

Regards,
SingTel Business Events

Then the email thread which started on 17 August.

On 17 August 2010 09:23, XX XX wrote:
Dear XX,

Thank you for your interest in the breakfast seminar – “Controlling your business costs can be easy” on 20 August 2010, hosted by SingTel and Google.

We regret to inform you that due to overwhelming response, registration for this event has been closed.

We will be organising similar session in the near future and look forward to your participation.

Thanks.

Regards,
XX

I REPLIED

I have the approval email from SingTel.

SINGTEL RESPONDED

due to some technical issue, the system had some glitches, apologise for the inconvenience caused.

That is why we got to inform you on the unsuccessful registration, thank you once again for your interest in the seminar.

I REPLIED

I don't understand sorry. I have rearranged other meetings to attend this. I registered within minutes of the email notification being sent. I suggest you identify someone else to reject.

SINGTEL BECAME RATHER SHORT (this email was from Evelyn Ang, Manager)

We have our internal system to decide on the matter.

Please kindly note that we will not be able to admit you for the event on the actual day.

SingTel reserves all rights on the event matters.

SingTel - we love you, sort of...

Signed up for a new line under corporate plan, iOne Plus, on Monday, 2nd Aug, the last customer at Raffles Hello! Shop Branch.

The next day I upgraded my plan to Iflexi lite plan (12GB) since I've an android phone - can go online, social-network.

The Singtel rep contacted me on 3rd Aug (Tues). I asked if it's possible to upgrade. He say OK. Only need 1 working day.

I called Singtel 1688 on Wed, 4th Aug at around 1pm to check if it's done, so i can start using 3G Data.

I was told to call back later. Status PENDING.. call later ard 4pm.

Called again on 4th Aug, 8.15pm. This guy say NOT yet. Still pending. Call back tomorrow 4pm.

Last called on 5th Aug, around 12pm. Another rep answered. Sorry, still pending, tonight 9pm.

WTF! 3x. How many times does customer have to call? How long they need to upgrade my plan to activate Data!

Yesterday i found out my broadband mobile modem was not working so I made a trip down to AMK hello shop to get a replacement of sim card but until today i still have connection problem so i made another trip down to get a replacement of device but the staff said they cannot give me a new one on the spot where i have to go to service center. I talked about my situation so he went to asked for this tall male manager (at 1.30pm on 27 July 2010) over, he said the same thing i have to go service center and to be done in ONE week time where he cannot give me a new replacement, on top of that i still have to pay an amount to get a new device. In today's time everyone will need to surf net everyday and he actually telling me I have to wait for 1 week to get it fixed. This manager added this is the best he can do for me and what amazed me is the manager's attitude, even I told him i am a singtel customer over 10 years, and my mum for 20 years he doesn't even bothered much. I said i am disappointed with the service and intend to cancel all lines from Singtel and he actually say "OK!" I told him they are wasting my time where i made many trips down still coudn't get it done but he replied clearly to me that "They are not wasting my time!" Hey i am the customer here or he is the customer to decide whether my time is wasted or not. Even i said i will write in to complaint he said "OK!" again. This is the worst service and attitude i get from anyone so unprofessional! He can even treat the customer this way in front of another junior staff, is this the behavior he is setting up or projecting for other staff to follow? I wonder what kind of employees Singtel is hiring, trying to out talk customers and chasing them away.

Firstly in today's world customers are seeking fast, convenience service and This AMK hub manager is telling customer is wait for 1 Week in order they can use the internet? Hello I don't live in a cave and i need the internet for my work. Secondly customers nowadays is only giving one time chance and whether the provider can get it done right or not, if you can't get it done right they will just look for other suppliers and that's it.

Thirdly, this manager has no sense of customer service, no sense of customer minded at all. I think even a 16yo kid can do a much better service than him. He can actually said "OK" to customers when customers said they going to cancel the service from Singtel. He can said "OK" that i wanted to write in to complain. How big attitude is him. He also don't bothered much whether customers been using the company service for 2 decades. How sad is that. Is this the way to treat customers and value them? There is not only Singtel one provider in Singapore only.

Thirdly, since there is only 1 year warranty for the modem device then why made customers signed up for 2 years plan and not covered warranty entirely. If the device is spoilt customers still have to pay for a new device, i think this is really unfair to consumers. If they can only have 1 year warranty then they should let customers signed up for 1 year plan only instead of 2.

Highly frustrating customer support call, have almost decided to discontinue Singtel services.
Recently I made a call with suffixing 019 and number but the money was deducted at regular IDD call.
I have been always making calls to India to same number with no issues.
When called singtel customer support, the first respose was good and informed that I will get callback in 3 days.
The callback which I recieved today was my worst customer service experince with any company I have delt with any country I have been to.
I clearly have number in my outging call as 019-number and customer service representative was litrally shouting on me saying the call is made with 011 which I never use and dont know about.
Liers !
Have logged a complaint at there website too, let me see if I get any response or they even read the complaint board.