SingTel
Reviews and Complaints

Dear Sirs,

Today i had my appointment for Singtel services to activate my Fibrepoint such that we can use services which are being paid for.
Inspite of having my appointment for service today from 3 to 6pm, no one turned up neither there was any courtesy call from singtel.
Finally i had to call up your customer service and they have no clue of the ticket, neither update the status.

Hence i would like not to pay for the singtel services during the subject weeks time period when we cant use it.

My service was contracted without my consent at all. Neither did I sign any document nor did I attend any call.

I was told that my service was re-contracted from the 1st of July 2017 for 24 months which is highly absurd as I had already made up my mind to move out of the country any time sooner. Accordingly, I tendered my resignation my resignation to my employer on the 8th of July.

Our company have applying 1 new ISDN 10 services on May 2018 and early promise date to be completed and activation is on Mid of June 18. However, Latest until today date, the ISDN 10 services still not able to be up due to pipe block issues. I had follow up and called for many time to check on the status but all Singtel personnel in the email loop are not able to help and keep mention pipe block and currently looking for other alternative route to lay the fiber.
Our company are waiting the new telephone line to running to operation but seem until today we still cannot get the answer when its be completed. Any one from Singtel can guide and assist what should we do.
The activation date already behind early promised schedule more than 2 month and our boss is keep chasing on this.
Just wonder would Singtel provide any compensation since this job was delayed so long ?

I was very excited to purchase your product and services, but my experience has turned out very poorly, I'm writing to express my dissatisfaction with your product and services in hopes you can help remedy the situation.

1. I paid for the mobile data network. Singtel disconnect my mobile data network and was shown on my iphone 8plus screen that I was not subscribed to a mobile data network.
2. This issue happen intermittently and at the SINGTEL CENTER service personal notice it too.
3. At the service centre the service personal swap my card to his hand phone. It works and then place back to my hand phone the network is connected.
4. It works for 6 to 8 hours and it happen again. Went to Singtel at Exeter Road again They notice the problem and issue me a new SIM card. After 8 hours it was disconnected again.
5. Next day I was told to go to iPhone centre at Plaza Singapura. They told me the software may be corrupted. I've to pay $20 to save my data from outside source because I am not literate in computer. They re-installed the software. Then after 6 to 8 hrs it is disconnected again. Went to iPhone centre again and they changed the iPhone for me. After 6 to 8 hrs the line is disconnected again.
6. SIM card changed, Hand phone changed, software verified by iPhone service canter. Setting of the hand phone is correct and check many times by Singtel service.
7. Called to1688 I was informed that my iphone software is old and need to upgrade and will take 2 hours. I notice the iOS is 11.4.1 which is new. Singtel message me about your service which I rated 1 very poor. Later I was asked whether need follow up. Replied "Yes"
8. Later I called another person pick up my call and ask the same questions. My ID etc. They ask me to reset all settings. It work but after 6 to 8 hrs. The network is disconnected.
9. I called to 1688 another service personal pick up the call even I inform of the person previously handling this matter. He continues to assist me. Start all over again asking phone number ID, Name and problem. He provide the same advice and ask me to go to the Mobile Data, Mobile Data Options, Mobile Data Network and changed the APN to INTERNET, delete Username and Password. OFF and ON again. Then it is connected. After 6 to 8 hours it is disconnected again.
10. I called again I was told to reset network settings and Off the roaming. Then off the hand phone and switch on again. "ON" the Mobile Data Roaming.
11. I called many times more than 5 times, advice is almost the same. None can trouble shoot and don't know what was advice given by the service guy before him.
12. Wasting my time queuing in SINTEL CENTER and IPhone Centre and I'm very patient cooperating with SINGTEL hand phone issue. In fact I'm so frustrated with the service no solution or next higher level that can help me and don't make me like a service man doing the job for SINGTEL. There must be a stop in phone service when the problem cannot be resolve on the phone. Making me like a fool.
13. Sometime your service personal speak with heavy Indian ascent that I hardly understand not all.

Please resolve this issue as I've lost of use intermittently and who is paying for it.
I've to pay SINGTEL and not getting what should be delivered.

Please take back the hand phone solve the problem and return to me. Please do not ask me to go to Apple IPhone service and solve the problem because I buy from you.
Can I cancel my plan with SINGTEL as SINGTEL is not able to deliver and refund the money to me?

Thank you for listening

Hi
I went down to Hello Singtel on 12/08/2018 to reinstate Home line number for [protected]
I was informed it was cut off on 9/8/2018 and time was needed to retrieve the number.
I was promised a call back at [protected] within 3 working days.

I waited and there was no call back.
I called again yesterday to request for call back today 17/08/2018 before 12 noon as I am catching a flight.
No call back again.
I called your customer service on this issue no status again and I was asked to wait again for a call back.

FYI we have been most patient with your customer service.
My husband had previously written in through email to request for an extension not to cut off the home line as the owner of this line has deceased. As we were out of Singapore and are not able to assist the elders of this Home line to pay off the bill yet.
One of your colleague called us afew days before 9/8/2018 and gave as a 2 weeks extension before the home line is to be cut off.

However to our horror the line was cut off on 9/8/2018!
Hence when we were back in SG we went down immediately to Hello Shop at AMK and spoke to this personel of yours and also sent him the death certificate
shalomarputharaj.ala.[protected]@singtel.com

There are still old folks staying at this Home address and there are no means of communication right now!
What if urgent matters arise how do you expect them to ask for help !

The line has been active for ages and from your records I am sure all bills were promptly paid!
When my aunt the owner of this line passed the bills then came to a stand still as we were overseas.
What we are asking is to reinstate the line immediately and to retain this same number is it so difficult for your organization to arrange that ?!

I would expect an email reply ASAP at [protected]@yahoo.com.sg and [protected]@gmail.com with regards to this issue.

Kindly do not disappoint us again.
Thank you.

I went to singtel beach at Waterway Point with my family on 8 July 2018 to recontract my mobile. I was attended by a lady name Linda. She was so helpful to explain to me so many stuff and even told me to take up the mobileshare as it is free. I keep repeating myself to her and asked "really free " and she replied "yes". I was thinking since is free, so I say ok to her. Then she passed me a list of number and asked me to choose 2 mobile number out of the list.

On 27 July 2018, I was checking my singtel bill via the singtel app and realise that I was being charged for the mobileshare. I clarified with my son about the free mobileshare and he also say that the lady mentioned it's free.

I called singtel on 28 July 2018 and spoke to Johan, I told him that why am I being charged for the mobileshare when I was told it's free. He say there is no record showing it's free.

So I told him that I do not need these 2 additional line and I wish to cancel. He told me it's oart of the contract and if I cancel it, i need to bare the penalty charged. I was so angry when I heard that and I told him to clarify with Linda and get back to me.

Today i received call from Johan and he mentioned that Linda denied that she did not tell me it's free. When I heard it, I was like burning flame.

I told johan that why would I need to have these mobileshare of 6GB and I need to pay $30 per month for 2 additional number.

I knew that the counter also got recording between the staff n client. Please investigate on this staff as I felt that she is just bluffing her way out. Thinking that all client are stupid.

I hope to have a reasonable explanation and reply from you.

From
Cynthia Gho
[protected]

To whom it may concern:

On 27 Jul 2018, My bill for July $20 more than the usual amount, despite using 3GB less than my data subscription. ( Account no: [protected]) When I asked for details, they said that it was because a system breakdown in March meant that data wasn't recorded.
However,
- My other family members who were affected by the breakdown were informed via SMS. Why wasn't I informed, unlike others (via SMS)? If I wasn't at least made aware of it is it fully my fault
- I was in Italy for half of the duration of the supposed breakdown. So to explode my data by 2gb seems highly unlikely

Worst come to worst, when I called the customer service hotline the 2nd time, the lady told me I wasn't informed about the breakdown as I was not one of those affected, only to have her statement retracted just 1 working day (lodge the complaint on Friday and got a reply by Monday morning) later after launching a supposed "investigation". Didn't know Singtel was so efficient you could investigate so quickly.

I received bill of my internet data usage on 5 July, S$247.84/- for June. My average monthly usage has been around S$50/-. I was abroad for 2 weeks that month and had turned off my mobile data.

After i had spoken to Singtel that day, the officer helped me to resolve the issue: continuous download from a video we had put up on Facebook. The continuous download has continued into July. I was informed that my data usage has also exceeded a mere few days into the month, July. I told Singtel that I should not be charged as the data usage was due to a technical glitch their own officer has helped me to resolve. They said they would look into my appeal.

They called this evening, 30 July, and said they would be charging me but would offer me a discount. I was working and requested him to call me back. My subsequent attempts to contact singtel has been totally unsuccessful.

I live at Kim Tian Road S169279 at Tiong Bahru. The Singtel network here is horrendous. My singtel number is 9737 3816 and I have lodged this complain before.
The call keeps dropping off and it really irritates me especially during my conference call with clients.

I was never a Singtel user until recently since Jan 18. I thought Starhub is bad but to my surprise Singtel is far worse. I observed the reason and it seems that my calls often get disconnected when the network changes from 4G to 3G.

Singtel - please do something about this.

Since March this year, I encountered difficulties accessing the password protected bill from Singtel. After numerous calls and email exchange with Lincoln, Duty Supervisor of Email Resolution Team, my request on 14 May to escalate this matter was replied by Lincoln, Duty Supervisor himself and matter still unresolved.

What sort of investigation was carried out during this 4 months? Have already mentioned I'll only pay the bill when I get to the bottom of this matter (the standard password failed to access my bill) yet you don't seem motivated to resolve the matter by way it was handled, keep harassing with inflated bill statements and threaten to cut of my mobile connection with more penalties to reinstate.

Account Number: [protected]
1st call to 1688: 23 march
First email from Singtel: 16th apr
2nd call to 1688: 14 May
Last email to Duty Supervisor: 23rd July

Hi, i had called in during mid May.Should be 15 May 2018 to request 1 of my postpaid line to be cancelled.The Cso who attended to me thru call centre named Suarez as what he mentioned.I have 2 lines which you can view from your record.i told him tat i want to switch [protected] for the contract of [protected] since i wana tat number and then to cxl [protected].he requested me to walk in to any counter instead of him helping me thru d call.i told him that m on maternity and m not in SG will only bak in Aug.n he requested me to pads my ic to any of my friend to walk in to cancel tat line and switch it.but m not in sg n m currently in penang so how u expect me to do that?i requested his superior to call me back and tat cso promised that someone will call me in few days but now its been months no one call me back.he too promised that he will waive off my bill frm the date i called him until my problem is resolved.until now no call or anythinh and my bill now is 300 plus which i not agree to pay at all since i asked him to cxl.This is really very poor service given by your call centre staff and not helpfull at all even i told him the situation.i want my bill to ve waived off and my issue to be solved ASAP.Other wise i will need to take further action on this matter.
Hope to hear from you soon on this

Date of Incident : 22 July 2018
Client Number: [protected]
I am working in a restricted area where mobile phone are not allowed during my tour of duty. After my shift ended at about 2000hrs, I realised there were no service provider stated on my Iphone. As such, I rushed down to Tampines Mall outlet in order to get an explanation or solution. I was engaged by a lady named Jessie which told me that my Singtel line was terminated and unable to tell me the reason. Upon questioned whether they are able to assist to contact the technical side and rectify the issue for me as I was in a rushed for a vital appointment and that mobile line is crucial in the process. She explained that I could only able to get my card activated by the Singtel hotline : 1688. I rushed over to my home in order to make the said phone call. I was connected to a lady called "Dayang" and she said the line was terminated as I have not activated my line upon renewal of new SIM card in early June. I told her that I have been using the phone line since the first day and even paid an approximate $100/- bills for the month of June. Upon checked, she verify my information is true. She then added that she unable to get any explanation on why the line were terminated and will activate my line immediately within in an hour.

I hope you understand my predicaments and looking forward to a desirable explanation. Termination of phone line are private and confidential. I hope my personal information security were not scrutinise as stated in your terms and conditions of service for Singtel mobile.

Shamir Asri (Mr)
mobile: [protected]
email: [protected]@27yahoo.com

Responsible for settling home line bill under my father's name. To avoid payment hassle, had topped up some money inside the account previously. With the switch to fibre broadband in Apr, a new home line account was created in my name. Called in several times and even written to Singtel about the transfer of $100+ from my father's home line account to my mobile/fibre broadband/home line account. Even though cso had verified with my father, nothing was done. This has dragged on for months without even a call back from Singtel.

- 30 April 2018 till present

- Singtel account: [protected]

on 29 March 2018, I am personally sent down to Singtel woodland shop to terminate the contract but the counter asked to call hotline to do so. Your hotline is very teribble with busy tone and wasting many hours to get a chance to talk with officer. Finally we got chanced to talked with officer and explained very details of our request to terminate and our main issues ( mainly we dont stay in singapore and we only came back like 2-3 months ). Officer agreed to wave some interest and asked us to pay outstanding and same time asked us to bring the router and tv remote etc to return at woodland branach. We followed the instructions closely and returned all equiments on same date. We asked the one who service that day like any other things we need to make but they said nothing else and done.

So after 2 month on May 29, my husband backed to SG and he saw more bills and asking monthly subscription fees for the month of April and May. I am so shocked and that time i couldnt able to follow to sg due to my work. My husband went down to woodland branch again to enquiry what happend and finding the solution but he was asked to talked over the screen and asked him to explain from beginning and they couldnt solved on the same day. So they told again they will called back and my husband told very clearly that he dont stay here and he will go back next 2 day. But none of the call he received until he fly.

I was wondering what kind of customer services singtel had even though we are keep requesting to solve for us everytime we physically here and no one care to solve for us. Every store we went to request will say the only option to call hotline and talk with customer service. We are okay to call customer service to request as per your procedure but none of them can solve for us over the phone..so what is the purpose of asking us to call even though we are at the physical store? We are so helpless with your way fo handling customer .

My last visit to SG on jun 26, again our mail box has full of letter from Singtel asking the bills. So i have to helplessly repeat the same process to call hotline even though i am at store. Wasted more than 1 hour explaining from beginanning again even i beg to officer to call back me because i will be singapore for 5 days. Officer told me that he put in the request form to call back the one who handle my case when i returned the devices. But none of the call i received. I was totally lost with heartless service from singtle customer service even thoug customer requested repeatly to call back and support to solve the long pending issues.. What should I do and please let me know what will you do if anyone of you in my shoe? Not solving the request and just consider to asking to pay without fail every month.

The last accident was happen to my husband yesterday at woodland branch and because of your unprofessional services and hearltess customer service, my husband reached to police station because of out of control.

I want singtel to Resolve the issue permanently and reasonable compensation for my inconvenience, wasting time and our losses due to last accident on 15th July.

ata. Data connection only connect for few minutes and totally unable to connect after. Call 2 times to Singtel technical department and personally went down 2 times to Singtel shop (meet 5 staffs) and almost 10 times of repeated troubleshooting but still unable to resolve and without providing better solution and no one follow up the case, not responsive.

Waste more than 20 hours waiting and troubleshooting because of service provider did not provide the standard service.

- Resolve the issue permanently and reasonable compensation for my inconvenience and wasting time.

Hi Singtel,

Date of incident: July 8th
My Number: +65 [protected]
Full description of Incident:

On 8th July, I wanted to re-contract with Singtel and enquired on the different mobile plans available through your online chat system. Your sales representative (Crizel C.) told me that the youth combo plan 2 with data x3 will give me a total of 12GB and free outgoing calls. Placing my trust in him, I told him to go ahead with the purchase and re-contract of my plan. Right before the final confirmation of my order, I asked Crizel again if I would really have 12GB for the plan I am subscribing to. He said yes and I proceed to confirm my order.

On 11th July, my new handset (iPhone 7) arrived perfectly. However, when I checked my Singtel app, I realized I was only given 6GB and 200 minutes of free outgoing calls. This is entirely DIFFERENT to what was being promised to me by Crizel.

On 12th July morning, I called 1688 and inform the representative about my problem. I was told that Singtel would give me a call by the end of the day to keep me updated. At 5pm on the same day, I called 1688 again. Again, the representative told me Singtel would get back to me by the end of the day. Unsurprisingly, I heard nothing from Singtel at the end of the day.

On 13th July morning, I called Singtel for the fourth time. I was then told that my case is still pending and it would take another 1-2 days for someone to reach back to me.

On 14th and 15th July, no one from Singtel contacted me.

On 16th July morning, I called 1688 again. Again, I was told that someone would call me back by the end of the day. It is already 3.10pm now.

I am very disappointed with the service provided by Singtel.

Desirable Resolution: I am unable to tolerate the unethical behaviour of your employee Crizel. In order to get more sales, he lured me into re-contracting with Singtel by promising me that there will be free outgoing calls and 12GB of data. I would have switched to another mobile operator (Circles Life) if the plan didn't give me 12GB of data. I hope that the promise to me will be adhered to, as it reflects very much on the integrity of your company. This issue has been dragging for awhile now and I will not hesitate to take further actions if this is still not resolved.

The full evidence of this is held in Singtel's online chat history. I am unable to access it but Singtel will be able to.

Thank you.

I am writing in to complain about the plan that I have signed on 26th April 2018. On the stated date, my husband and I have signed up for 2 lines, both Combo 6. It was communicated to us about the promotions inclusive in this combo, which included this clause that we are entitled to $20 Lifestyle Benefits for Combo 6 and 12 plans (Promotion): Free Data Roaming plan(s), every billing month. Both my husband and I were very happy with the benefits as a whole, and we had decided to sign up.

However, in June, I have activated my ReadyRoam 1GB 30 Days which costs $12. To my disappointment, in my recent bill, this $12 was charged to me. Upon calling your customer service, the officer Arron, notified us that this promotion had ended on 25th April 2018 (and we signed on 26th April 2018). He was ready to waive off my charges this month, however I do not feel that this is fair for us, as it was the benefit that was communicated to us for the 24 months plan that we signed. It was obviously a lapse between the decision making department and the frontline promoters, and thus the information given to us was outdated.

We are very concerned about the customer service that Singtel is providing to all customers.

Terrible, new line signed but cannot received sms. Tried using another line to test to surprise someone else is using the same line to reply SMS. Called 1688 but was told they cannot understand y too as this is a weird case, no choice but request temporary suspension of this new line. Nightmare, tried call this new line with my the other phone number to make sure suspension done, horrible, the line still can get through with ringtone but no one pick up. Yet, received another SMS from this new line asking who am I. What are these ? Called 1688 again & confirm by your staff system shows new line already suspensed. Still I request your staff to call the new line to proved what I reported. Was confirmed by your staff too the new line still can get through even singtel suspensed the new line. Please take serious investigation, how can someone else is using the cell line & SMS instead of account holder. The parties is viewing & receiving account holder confidential infos.
Disappointed and frustration

I have re-contract with free wifi mesh upgrade on 29/06/18. Singtel has made appointment to install on 9th July 2018. On the day of appointment, the wifi mesh is not in checklist. Therefore, the installation cannot be done and install only router. We attempt to call hotline (1688) and arrange another appointment to deliver the WiFi mesh and installation 14th July 2018 (10:30 am - 11:30 am) and I have received sms for the confirmation of the appointment. On the 14th July 2018, I have received Wifi Mesh around 8:30am. I have waited for the duration of the appointment timing but no technician came down to do the setup of Wifi Mesh. I attempted to call the hotline (1688). The hotline staff claims that the appointment has been recorded but no technician has been assigned and they will arrange a next appointment at others date.

Wouldn't it be better to let us know that no technician is coming down and the appointment will be postponed at least? If this appointment is on the weekday, do you know how much I lost by taking 1 day unpaid leave to wait for an appointment with no one showing up? By arranging another appointment, I will have lost another day of unpaid leave. I would like to know who is going to compensate me. In addition, if your client house is full of elderly with lack of IT knowledge, how would you expect them to instantly know how to install and setup Wifi.

What kind of service is this? As a MNC, this is not acceptable to provide third world service. I expected better service from Singtel. I hope that the incident on 14th July 2018 would not happen again.

Dear Sir

Our Company Internet is down for 3 day, We try to call singtel customer support 1606
But sad to say that the service is very lousy, we call 3 time on the 12 july, the officer answer the phone just give excuse that they try to get an appointment for us, but end up holding the call until cut off.
we try to call 13 july morning 8.30am, the call was answer by Singtel staff CHee Heng, we are happy to hear from him that he try to get an appointment for us today...
but sad to say that until now 11.15am nearly 3 hours still no news from him.
We chose singtel as we know that singtel is the master telecom service for singapore.
Hope that you guys can keep up the service.

Best Regard

Jason Goh
Telnet System Enterprise

On June 3rd went to Singtel shop at Bugis to recontract my existing Singtel Fibre Broadband 300 Mb, realise that my existing 2 year contract has expired was told that I could recontract since October 2017 why there is no alert for me to recontract.

Was told by customer service officer at Singtel Bugis, there was queue in the system, he was unable to recontract. He insert a note for IT to resolve this issue.

Call 1688 on the outcome of this recontract issue, I have tried to recontract online, but there is ambiguity on add on Family protection default is turn on, I aborted.
In the first place, why there is queue in the system, as there is no confirmation of order taking place.

This system queue issue has been sent for escalation to IT since June 3, but why take more than 3 weeks to resolve, finally I am able to recontract on June 27. Seem to me is Singtel escalation process and system issue

Received the service agreement through email on June 27, was told by 1688 CS I could make a trip to +Serv Service Centre at Orchard to collect my Wifi Mesh.

To my disappointment +Serv was unable to issue me Wifi Mesh because in my service agreement, on the first page it stated fufillment mode : Tech install.

Call 1688 for assistance, was told that the tech install will bring along WIFI mesh on the onsite appointment date on July 7.

Waited till 7 July, to my horror, the tech install could not issue me WIFI mesh, he mention that is not in the work order.

Call 1688 for assistance, CS already escalated still pending for WIFI mesh collection

I wonder when can this been resolved, since like there is lot of escalation but always keep the customer waiting. Please resolved this issue by this week.

Unhappy Singtel Customer for the last 20 over years