StarHub
Reviews and Complaints

I visited Singapore for a holiday and needed a tourist eSIM for my teenager. After comparing options, StarHub’s package seemed ideal: their website clearly stated the eSIM was available for customers aged 15+.

When I arrived, I purchased the eSIM through their app, which requires no verification whatsoever—just create an account, tap “shop,” tap “tourist eSIM,” then pay. But when we tried to activate it, identity verification failed. After contacting their support team it was unresolved so I asked for a refund via the app.

StarHub flatly refused. They claimed the eSIM was only for customers aged 18+, directly contradicting what their website stated at the time of purchase. When I pointed this out, they admitted their website was wrong but still refused a refund.

They finally said that they’d raise a review but responded days later saying: “The StarHub website clearly states that only 18 years old and above can sign up for the Tourist SIM/eSIM.”

This was an outright lie. I checked their website again and realised they had discretely updated it after my complaint to now say 18+.

This was deliberate, calculated dishonesty. StarHub knowingly misled me at the point of purchase, failed to deliver the service I paid for, and then tried to gaslight me by retroactively changing their terms to cover up their mistakes.
It’s a disgrace that a billion-dollar telco would stoop this low to dodge responsibility. Fortunately, I had taken screenshots of their original claim that the eSIM was for 15+.

After more digging, I finally found an escalation email buried within Starhub’s support portal by searching for the word “unresolved”. I sent my screenshots to this address and got a response from someone named June less than 24 hours later.

June acknowledged Starhub’s mistake and confirmed that a refund would be processed within 14 days thus closing the matter.

While I’m relieved that this has now been resolved, I’m equally frustrated by how much effort and stress it took to fix an issue that was clearly StarHub’s fault. It’s unacceptable that customers have to dig through hidden channels and endure this level of angst just to hold StarHub accountable for their own errors.

After reading through various customer reviews, it's evident that many individuals have faced significant challenges with StarHub's services. From prolonged internet outages to unresponsive customer support, the overall sentiment seems to be one of frustration and dissatisfaction. Customers have expressed concerns about issues such as slow network speeds, poor customer service, and unresolved technical problems. It's disheartening to see that these recurring issues have led to a lack of trust and loyalty towards the brand. Potential customers should approach StarHub services with caution and consider alternative options based on these shared experiences.

I'm dissatisfied with the service I have received from Starhub. On February 29, 2024, I purchased a tourist eSim mobile plan with a 14-day validity period. This plan was activated on March 4, 2024, as confirmed by a text message from the company, and was supposed to expire on March 18, 2024.

However, to my inconvenience, the service stopped working completely on March 15, 2024. Since then, I have contacted Starhub support multiple times, requesting a resolution to this issue. Despite assurances that the problem would be addressed, my plan has remained non-functional since March 15.

The lack of service has not only caused significant disruption to my communications but has also wasted my time, as I have had to repeatedly reach out to the support team without any resolution.

I trust that Starhub values its customers and will take immediate action to rectify this situation. I look forward to a prompt response and resolution to this matter.

Called in during feb ask to relocate my worker house wifi (acc 1) from level 5 to level 3.

But the CSO go and relocate my personal house wifi (acc 2) to worker house level 3.

Both having different account number and verification details, i dont know how the cso link both account together even uen no., address was given during the call.

Wrote in email to whatever email i could find online, no calls, no email to me.

Called in and ask to reinstate both house wifi asap! Up till today my personal house wifi is not back yet, it's been 6 days.

And each and everytime i called in i've to repeat myself the stories again.

And each cso seems like dont understand the whole situation, and all cso are based in KL. I spoke in english, mandarin but either they're new or too young to understand the whole mistake.

They are not taking their job seriously, and understand the whole situation well enough to handle.

I have recently sign up their broadband ,

On their website it stated with 3 month free with the effective price at $37.89.

But oh my gosh, when I received the installation form it stated $43.70.

And when I saw this pricing I immediately check up with the StarHub staff , he assured me it will be $37.89 all the way , no worries .

But this month when I received the bill , it still the same $43.70. So I raised this issue to the StarHub customer service, they told me they will inform the relevant team to investigate. But worst , the relevant team had the face to told is the price is accurate with the agreement form . And when I asked for the agreement form, I was shocked . The Name on the agreement form wasn’t correct as well.

Felt so scammed by them .

I have been charged for service that I have not been using for the last 18 month till now . I have called in and lodge the report 3 months ago till now I have yet gotten satisfactory response . Every time I called in their CS will only says they will look matter into it which never did . Each time they send message claims that they tried to reach me and will call again 2 hours which they never did.

My case number 2623

Really regret migrating from the other service provider. Either they don’t bother to solve your issue or they just don’t know how to. They just keep telling you to wait for them to call you back but they won’t call you unless you are the one to call them and yet again you will be asked to wait for them to resolve the problem. I’m a new subscriber to their service and probably will be the last when my contract is expired. My frustration is they can simply tell me sorry they are not able to solve the problem instead of asking me to wait and wait forever.

I am currently in China , since Friday I am having data travel issues. Till today I still can’t add on to the data travel. I had been communicating wf your life chat but till now no result . I will only back to Singapore this Sunday , and I need the data travel URGENTLY for my holiday and work as well. Currently I left wf 1.1GB and I have no way to purchase additional data , your guys had been replying me nothing they can do. The last one chat wf me was Gee and he promised will get back to me, till date no reply . Pls reply to me URGENTLY as this will affect my job as well. If no ans by today I will write straight in to CEO and get him to solve the issue

I recently had to move office and needed to process a broadband relocation service from them, They promised that everything will be settled up to activation within 14 days but since I've submitted the application form which their reply stating they will process the application. It has been over 14 days and I have yet to even get a response on when they will come down to even check the site which is the first step of relocation. I've been contacting them every 2 days but only get the same reply from a different sales representative stating that they will let me know when they have an answer. I felt that they should honor the deadline as per the application as businesses need to have broadband services from certain periods especially with a new office move. I feel very insecure with their services and hope that they will really work on solving such issues efficiently!

Starhub services were re-contracted and a technician installed the new tv boxes on 18 Aug 2023 but we failed to access even basic tv programmes (not just the Asian + Package). I have gone online via livechat, email and called 1630/1633 to get attention but all the departments (sales, feedback section and technical) failed to follow-up. I had to demand from technical department (1633) to have a technician onsite who finally came on the next day (26 Aug 2023). Emails with a John G (1-[protected]-[#1144898] ) only served to give the impression that starhub was looking into it. Situation did not improve and dragged on for more than 2 weeks.

Shockingly, when i received a callback on 1 Sept (after the technician had resolved the issue and I demanded for an explanation for the unacceptable failure to provide the contracted services for more than 2 weeks), they were clearly unaware of the current status and instead wanted the customer to update them on the issue.

I felt like this service is not fair and reasonable to the customer, we have to pay subscription fee every month, if any lost phone, we have to pay for the replacement cost which not cheap also, but if the phone found, they can sell the phone and gain from it as well, how about the client which pay for the replacement fee?

I think really have to figure out, why the policies like that.

I’m complaining about the StarHub networks at 53 Holland Road. The condo is called “The Holland Collection “. The network here is bad especially around the guardhouse as it falls to 3G most of the time, especially for those who are on StarHub networks. Please do some corrections and adjustments to facilitate our use of your networks. Thanks and Regards.

We subscribe to the Starhub English Premier League but we don't get the service we paid for.

During live broadcast, the services were disrupted multiple times. We spend out time keep going back to the channel. It's was extremely frustrating.

Even playback of previous matches were not available.

Starhub should not be allowed to has the broadcasting rights if they do not have the technical abilities. It's a downright scam for the consumers.

I applied for data roam and the app showed that it has been processed.

when I travelled the next day, I was immediately charged $20 for a 2 minute network usage.

I called the customer service and the automated script was totally unhelpful. After a getting on the live chat I was told I did not get Roaming because my bill had not been paid.

I made an immediate bank transfer and still was told it would take 3 days to process even though I had shared a screen grab of the payment.

The auto responder is unhelpful and unable to put me on a live chat or give me an email

Meanwhile I had to go for my meetings in London the Starhub continued to charge me for every 2 -3 minute network usage I needed for Grab or email.

Why did Starhub not notify me that the Data Roam had not been processed?

why does Starhub have to wait 3 days to activate even though they asked for proof of payment and I shared a screen shot?

This is my worst encounter with the lack of courtesy and customer service.

we are working and Starhub does not have the systems in place to solve customer issues.

I am and have been waiting at plaza singapura StarHub outlet for 30mins, firstly, there are only 2 customers ahead of me, I see numerous StarHub staffs around but I have no idea what they are doing, there are 2 customer service people waiting at the start of the queue although there’s no one queing. Is this a case of getting more staffs or StarHub just doesn’t care how long people have to wait. Or is this just bad service?

Hi. I have had a horrible experience moving my internet service with StarHub from my previous house to new house. They have created multiple issues during what should be a simple task — First, instead of moving my service from one place to another, they extended my service at the previous address AND gave me service at the new address. So I ended up with internet service at two addresses, which (just based on simple common sense) is not what ever wanted. I had to make multiple calls and wait hours on phonr to resolve the matter.

Second, I clearly told them that my new resindence is four floors and I will definitely need multiple datapoints since

Wifi mesh will not be able to cover the whole house. Sure enough - on the day of the installation the technician showed up with a mesh! And as expected, the top floor of the house (which is where I sometimes work from) is not getting reliable signal. I asked the technician to open a ticket and have StarHub send someone to install another datapoint per my original request.

Third, a few days later another technician showed up to “see what’s wrong”. After doing as assessment he determined I need another datapoint installed - and I said that’s what WE HAVE REQUESTED TWICE NOW.

Fourth, I went to return my previous equipment at Jurong Point location and while there I asked them again to schedule an appointment to instal another data point. They are supposed to send a confirmation of the appointment via SMS but unfortunately I still haven’t received anything.

I am simply appalled at the level of incompetence at StarHub. They haven’t been able to complete a simple task after three attempts so far. This is simply unacceptable!

My StarHub phone number is [protected]. I can also be reached via email at [protected]@gmail.com. Please please help!

I have been charged by Starhub fraudulently for an item that I never received in October 2022. I have been trying to resolve this issue since October 2022, and have reached out through ALL the communication channels available.
I keep being told "it is pending" and that "the issue has been escalated" but it is now the end of May 2023, and the issue has yet to be resolved.
They keep cutting my service WITHOUT prior warning.
I cannot use the app at all.
Customer service is literally useless and keeps bouncing me to another department. I'm not blaming the CS, but I'm very upset by the way Starhub is handling this as a whole. I absolutely want to make it clear that it is NOT the customer support officers fault but the company and the finance department especially.

I went overseas on 4th April to 6th April
During which I have applied for the data travel plan for 2GB.
On the night of 6th April I was notified via SMS that the 2 GB was used up and I top up immediately for 1GB until I was back in SG and received an SMS that my data had about 499mb left and expiring.
Subsequently my monthly bill exploded. Monthly plan was 87, and it suddenly went to 300.

Today I call starhub to try to activate my data plan but they told me I have outstanding bill so the bill was brought up I was reminded that I need to dispute about it.
So I asked the operator to explain and she had a heck-care attitude and keep saying it is on the bills. I told her I don't have my bill n explain further but she keeps repeating and I ask her how much per min per call from overseas, the answer I received was 70 cent. So per call per min was 70 cents and I only had less than 10 min of calls and then she cannot explain and keep repeating herself to see my bill I ask her to give me her name and she didn't want to and then hang up my call.
Attached is my evidence, once I'm back in Singapore I will check again and dispute about this

StarHub boxes is the worst performing box I come across, hang , very slowly activate, very poor picture blurry comparison to Samsung, fast good picture quality n clear n can the program which I missed or no time to watch for Samsung I still can watch the program which is over. But it’s StarHub box all those I mentioned not even one is good I want to change but the expect my to go to the StarHub shop which they appointment is they failed to turn up th appointments time no text messages neither call am being waiting like bloody fool

On Mar 2 2023, I went with my wife to Nex StarHub to enrol senior plan since our contract with phone ended. I was surprised by your senior staff Mr Ahmad who told me from your system that I owed $223.25 invoice dated Mar 28 2001 (bill was 22 years and sent to Chinese Chamber of Commerce who IS DEFINITELY not my home or bill to address).

Your Billing colleague sent me the invoices starting dates Feb 22 2001 and subsequent recurring charges invoices to amount to $223.25. Note that all these invoices were sent to Chinese Chamber of Commerce 47 Hill Street. I had no idea why these invoices were sent there as I had absolutely nothing to do with that address.

Mr Ahmad asked me to call StarHub Billing to look into this issue as he said he could not do anything on his side. I made four calls to Starhub Billing (your staff names: Kathy, Joshua and others who I did not note down). The promise was that they would escalate and get management to resolve this.

Mr Joshua on Mar 12 2023 told me the issue was resolved and I could go down to Nex StarHub to re-sign the senior phone plan. At Nex, Mr Ahmad of Nex StarHub told me issue not resolved as that invoice was still in the system.

The issue was not resolved inspite of 4 calls to Starbub Billing and 4 visits to Nex StarHub. You can look into details from your StarHub Billing recordings or asked your senior staff Mr Ahmad at Nex StarHub.

I hope you can resolve this without any further escalation. Pls contact me if you want further details.

Lee Woon Kong Tel [edited]

Mar 13 2023