StarHub
Reviews and Complaints

How to deal with starhub problems? Can I suggest that people facing problems with star hub services to lodge a complaint via email to Infocom/IDA Singapore ASAP Email :   [protected]@ida.gov.sg  Or  [protected]@ida.gov.sg  or [protected]@ida.gov.sg  IDA website :  http://www.ida.gov.sg/   tel: 6211 2100 They will help you to investigate your issues. Upon investigation from the above gov. Authorities, star hub will take actions to resolve the problems that you face. Please furnish IDA with your account no/ particulars. Be truthful with the issues that you face with the service provider.

I hope the people here will seek help from proper channel for their grievances and etc...
In my personal circumstances/ experiences. It is the only hope to resolve problems with star hub else they will just ignore you, keep transferring you to don't know who or give endless excuses etc... Which is a total waste of our personal resources, not forgetting that we are paying our bills to them. We are consumers, we must bring our grievances to proper channels if we are ignored or not treated right.
We need to bring our issues to IDA/Infocom, the gov authorities. They seems to be our only hope when it comes to star hub.
I hope that my advice helps.

It is time to react to star hub singapore endless excuses, broadband, billing, frequent Internet disconnection, slow server, no response from them. Only get to see their bills monthly!

How to deal with starhub problems? Can I suggest that people facing problems with star hub services to lodge a complaint via email to Infocom/IDA Singapore ASAP Email adress :  mailto:   [protected]@ida.gov.sg  Or  [protected]@ida.gov.sg  or mailto: [protected]@ida.gov.sg  IDA website :  http://www.ida.gov.sg/   tel: 6211 2100 They will help you to investigate your issues. Upon investigation from the above gov. Authorities, star hub will take actions to resolve the problems that you face. Please furnish IDA with your account no/ particulars. Be truthful with the issues that you face with the service provider.

I hope the people here will seek help from proper channel for their grievances and etc...
In my personal circumstances/ experiences. It is the only hope to resolve problems with star hub else they will just ignore you, keep transferring you to don't know who or give endless excuses etc... Which is a total waste of our personal resources, not forgetting that we are paying our bills to them. We are consumers, we must bring our grievances to proper channels if we are ignored or not treated right.
We need to bring our issues to IDA/Infocom, the gov authorities. They seems to be our only hope when it comes to star hub.
I hope that my advice helps.

This seems to be the only outlet to deal with star hub.
Can I suggest that people facing problems with star hub services to lodge a complaint via email to Infocom/IDA Singapore. Email adress :  mailto:[protected]@ida.gov.sg  Or  [protected]@ida.gov.sg  IDA website :http://www.ida.gov.sg/ tel: 6211 2100 .They will help you to investigate your issues. Upon investigation from the above gov. Authorities, star hub will take actions to resolve the problems that you face. Just furnish them with your account no/ particulars. Be truthful with the issues that you face with the service provider.

I hope the people here will seek help from proper channel for their grievances and etc...
In my personal circumstances/ experiences. It is the only hope to resolve problems with star hub else they will just ignore you, keep transferring you to don't know who or give endless excuses etc... Which is a total waste of our personal resources, not forgetting that we are paying our bills to them. We are consumers, we must bring our grievances to proper channels if we are ignored or not treated right.
We need to bring our issues to IDA/Infocom, the gov authorities. They seems to be our only hope when it comes to star hub.
I hope that my advice helps.

Can I suggest that people facing problems with star hub services to lodge a complaint via email to Infocom/IDA Singapore. Email adress :  mailto: [protected]@ida.gov.sg  website : http://www.ida.gov.sg/ tel: 6211 6100      They will help you to investigate your issues. Upon investigation from the above gov. Authorities, star hub will take actions to resolve the problems that you face. Just furnish them with your account no/ particulars. Be truthful with the issues that you face with the service provider.

I hope the people here will seek help from proper channel for their grievances and etc...
In my personal circumstances/ experiences. It is the only hope to resolve problems with star hub else they will just ignore you, keep transferring you to don't know who or give endless excuses etc... Which is a total waste of our personal resources, not forgetting that we are paying our bills to them. We are consumers, we must bring our grievances to proper channels if we are ignored or not treated right.
We need to bring our issues to IDA/Infocom, the gov authorities. They seems to be our only hope when it comes to star hub.
I hope that my advice helps.

Can I suggest that people facing problems with star hub services to lodge a complaint via email to Infocom/IDA and MICA Singapore. They will help you to investigate and settle the issues. Upon investigation from the above gov. Authorities, star hub will take actions to resolve whatever problems that you are . IDA have the authority to handle and investigate.

I have very bad experiences with star hub just like the people complaining here. After some time, I got very frustrated and desperate. I decided to write to IDA sg. Star hub render their assistance to me ASAP.

I hope the people here will seek help from proper channel for their grievances and etc...
In my personal circumstances/ experiences. It is the only hope to resolve problems with star hub else they will just ignore you, keep transferring you to don't know who or give endless excuses etc... Which is a total waste of our personal resources, not forgetting that we are paying our bills to them. We are consumers, we must bring our grievances to proper channels if we are ignored or not treated right.

It is very important to be honest and truthful with the complaints send to IDA/infocomm. They seems to be our only hope when it comes to star hub.

Please send in your complaint ASAP to IDA if not star hub will defend themselves with etc...

State your star hub account no /name and hp no in your email to the following email address:

http://www.ida.gov.sg/
Email: [protected]@ida.gov.Sg
[protected]@ida.gov.sg
Tel: 6211 6100

Please help to convey the above mentioned help to Starhub customer who are stranded with their bills, services, it issues. We need to help the others too.

My MaxInfiinity Boardband internet connection has been down for 3 days. Till date, Starhub has yet to contact me back on this technical issue. Called on 7 April 2013 at 8:09pm, and were told by that there is a high call volume experienced by the technical department. The girl I spoke to, Ms Sherwen, attempted to address the technical issue, but were clearly technically incompetent since she is not from the technical department. Sherwen asked if my cable connection works, when my fibre broadband internet is clearly a wireless one. I guess Starhub has not bothered to train these helpline officers, Starhub should waive 3 days of subscriptions fee since I have been internet-less for 3 days, and thus unable to do any work from home. I was promised that the technical officer will called me back within 2 hours, after 8:09pm. It has already been more than 16 hours, and I have not received a call at all. From your disappointed customer.

I have my fibre Broadband down for 2 days. A red light was displayed on the connection symbol of the wireless modem. When Starhub was contacted, the person whom answered the call was not even from the technical department. She explained that this is because of the high call volume experienced by the technical department. The whole island must be experiencing technical issues with their broadband then. When I explained my issues, she asked if my cable connection works. This is a classic example of poor competency and service, since Starhub knew I subscribe to wireless fibre BB, I wonder where the cable connection came from. The customer service was obviously technically incompetent, and her questions are totall irrelevant and unhelpful/ Her best response: she will get someone from the technical department to call me within 24 hours. When I explained that I have urgent work to complete and emails to send, she said she will get the technical staff to call me whitn 2 hours. I waited and there was no reply. It has been 3 days already, and the technical issue remains unresolved. Starhub should waive off at least 3 days of subscription fees. Utterly disappointed with the poor BB service quality, and customer helpline service, despite paying such a high subscription fee of $80 per month.

Starhub.net.sg is 100% scam site. The prices seem to tempting that you'd end up placing order. After placing the order, you'd told to pay for customs clearance. And after that, you'd told that your items were damaged in an accident. After few days, you will receive an email saying that the items were shipped to wrong address and that you have to wait till the items are back…

Hi, I changed from Max On line conventional services in Star Hub to Fiber Optic services.. Star Hub completed the installation services on Monday 04/02/2013.. They connected my Home telephone to the new router and said it will get activated within 2 hours.. It ois more than a week and I haver called Customer services many times but of no luck or avail.. Last time I called they just cut the line ! I am now stuck with the connection and this is pure blackmail as I cannot cancel the contract now.. I feel trapped now.. SErvices in Singapore has of late deteriorated a lot.. Can someone help please

On 29th Nov, i change my plan Starhub Maxmobile 7.2mpbs(Data no.[protected]) to Starhub Maxmobile Elite ($60 per month) which is the higher speed and promise at a speed of 45mpbs to 75mpbs, But none of the promise will be able to achieved. Instead i will get only at download speed of 0.35 mpbs to 1.2mpbs and show upload speed of 0.36mpbs which tested in www.speedtest.sg and www.speedtest.net .Only on saturday or Sunday the speed was 2.3mpbs. The speed is not better than the old plan Maxmobile 7.2.

As such, I make at least 6 times( call 1633 and long process wait and wait) complaint to technical and hotline, all the technicians keep asking me to reset and wait for their call tomorrow, but nobody call back. it continously for two week or until last guy name Bobby (Manager) inform me that their starhub theorical speed is 1.4mpbs to 9mpbs only. The manager even highlight to me they can send me the linkage which stated, and he also inform that I cannot terminate or change back to my old plan. I was totally disappointed, I feel that i am one of them helping starhub to pay their fines of $10K more or less.

The Question is why they are openly selling plan that they cannot able delivery, i feel being cheated yet IDA or Advertise Agency do not stop it and allow it. IDA should do a Audit check that how many people are affected by the empty promise or scam. If you are affected by this plan, please email to me [protected]@yahoo.com.sg - John Lee. So that we can lodge a complaint to the police or Majestic Court for investigation, hope the minister replace the non productivity IDA official for no taking action.

I am a university student in Sinagpore, I came to Singapore 4 months back from India. I signed a contract with starhub for 1 year service. I took the $60 plan per month. whenever i get my bill, it is always more than $120, they refuse to put a cap on my bill, refuse to inform me of my bill in the middle of the month, I get a call after 2 months saying my bill is $312 and i have to pay the whole amount within 3 says or services will be terminated. They even overcharge on international calls. Their "subsidized" line 018 is a scam. I live on a student budget and now they tell me I have to pay $542 to get out of the contract.

I have an existing account with Starhub Singapore that includes both mobile and TV Cable services. On 21 October I had contacted Starhub for an upgrade of my mobile as part of a voucher offer of $100 to a Nokia Lumia 610. The phone costs only $42.

As I am currently residing in London, I had asked if Starhub would deliver the phone to my sister in Singapore, provided I cleared all security questions. In spite of having established my identity and clearing all security questions, they later came back and insisted on me presenting my IC upon receipt of phone as it was considered a "recontract". I am obviously not able to do so and asked if I could authorise my sister to do so.

After stalling for another two weeks and numerous long-distance calls from London and wrangling with several customer care agents (Meng), I made a call to Steve Phua, a Starhub manager, and insisted that he come up with a plausible solution. Not only did I spend a whole hour on the phone with Steve, (it was 2am in London when I made the call), Steve struggled to help me. Finally, he managed to find an interim solution, (and this was after 2 weeks and 5 phone calls from London), which was to provide a Letter of Authorisation to Customer Care to authorise my sister to collect the phone at the Tampines location. The call took place early 2 Nov 2012.

When my sister went to collect the phone that evening, she ended up waiting three hours before she was called. This was truly the last straw that broke the camel's back. How very very insensitive, thoughtless and callous of Starhub to have ANY customer, let alone a long standing one such as myself, endure the inconvenience and humiliation of jumping through one hoop to another. I have never in all my interactions with mobile companies around the world, from the US to Europe and Asia experienced anything as appalling and outrageous as this.

In light of the above, I demand a formal apology and nothing less from Starhub for not only an appalling delivery of service, but most of all, their complete failure to understand and empathise with the needs of their clients. It is evidently clear from my very frustrating experience here that they are simply not at all interested in serving the needs of their clients, only their very own. Shocking.

I just bought 2 Iphone5 units from your Bugis outlet recently, i've check the first unit & everything seems 2 be fine but as for the second unit, as i'm in the rush, i've called my wife 2 check on it if there's any scratches or any other fault & at the same time (didn't expect that there's something wrong with it), so i can proceed for the payment. After the payment, i went back to my wife and she told me that there's a scratch mark on it so i requested 2 change a new unit since i never ever left the counter so the custiomer service when in check on it. 5 mins later she came out and told us that we can't make any exchange due 2 we have make the payment. So i request 2 speak to the duty manager(Danny Tan) to explain on it. He came out and told us that they can't make any exchange because it's a mutual agreement that once i've check the units than i make the payment but i've not even left the shop yet. So he said that will arrange for me a new units when the stock arrive due to currently they don't have the stock to exchange on their side & i have to go down to either plaza sing or vivo to do the exchange. I've no choice but to accept it due 2 i'm in a rush for my baby to go home to drink milk. I've went down to vivo to do the exchanging end up, i'm just changing the unit but not the full set, end up i didn't make the exchange and left vivo. Currently will like log a complain on this 2 hope that someone could explain on this help me to solve this things, thanks alot

Written out of anger:

I felt so cheated by starhub! In may 2010 I sign a 2 years (Powervalue 300) contract to get a iphone 3gs and I paid $ 248 for it, so after one year later which is may 2011 I go for early recontract to get iphone 4.. But the staff told me I need to pay $300 for early recontract, but if I upgarde my plan to smartsurf 700 which is $98 per month then I dont need to pay $300 early recontract fee... The staff also told me even next time I want to early recontact I also dont need to pay $300 early recontract fee non upgarde my plan anymore.. But but but... Today I went down to starhub and I wanted early recontract to get samsung galaxy s3 for $198.. They told me I need to pay $300 for early recontract-_-" they told me the rule has change! How come rule change without informing customers? I really felt so cheated! I using starhub so many years already and I am happy with it.. But this time round I very very disappointed with starhub. This will my last time using starhub line after my contract end next may:~

(Pardon for my poor english)

I was charged more than SGD200 for data roaming which I never used and my phone has "Data Roaming" turned off. So here are the steps/actions I took:

1. I called in to billing on a Sat morning. Pressed the correct numbers and I ended up with billing dept for cable TV. Now that was weird. Anyhow I asked to be transferred to mobile dept, I was told it was not possible. And he'd have mobile dept call me back. Obviously noone did. So I called again and this time I got the correct billing dept but I wasn't pleased with the resolution he gave. Practically he said, someone would call me back.

2. So I went into Starhub service center. Superbly bad service. Again it was unsatisfactory. Bad manners and giving me excuses for everything. He was saying turning on wifi would trigger 3G as well. If 3G disable how to access data, he said. So I took the phone and turned off 3G and I tried wifi. He was dumbfounded.

3. So I was waiting for reply over the next few days. I called in again to billing. On and off for 1.5 hours, noone could pick up the call; too busy.

4. Thus I was left with no choice but to write in thru feedback form. After a week I was told to go into service center to see the logs of the data roaming. So I went in.

5. Meeting the person at the counter was beyond expectation. Well the moment he realized my issue, he was practically ignoring me. I was talking and he was looking everywhere else. Very bad manners. Amazing. He kept saying facebook usage as the logs did show some facebook logging. So here was I trying to explain that "Data Roaming" was off all the time. Practically somehow in the bus ride back from Malaysia to Singapore, the changing of service providers triggered the data roaming. Obviously he wasn't listening. He kept saying "facebook". So I pointed to him some are background data running as well like forex exchange. He said "that and facebook". He kept pushing the point that I was facebooking while in the bus back to Singapore. As if I don't know data roaming is expensive. He was never in the mindset of helping customers. He was trying to dish me away.

So everyone said Starhub is a no no and has a reputation of bad service. Now I believe completely. And really unexpected at my end. I subscribed to M1 as well on mobile service and so far so good. After the 2-year contract with Starhub, that would be it. I will never bother ever thinking of subscribing anything on Starhub. I could blame Android, I could blame LG Optimus 2X for the charges but the way Starhub handled it so badly again and again (each time practically) really is unexpected.

B4 I go to malaysia, I called up the cust svc to double check on the gprs charges. I told her that I am going malaysia n what will the charges for using it if it goes above my plan 12gb. She told me the most I will be charged at $30 capped for above 12gb. After I came back from holidays, I received my bill and was shocked I was charged over $400 ++ for the data. I called in to resolve the dispute. It went from one customer service to another cust service and till now it has not been resolved. This happened in december 2011. Even the customer service promised to call me back to discuss but no calls receive from them but I have to keep chasing. I have even send emails. Take note if you go malaysia, you will receive sms from starhub stating that digi & umobile is in conjunction with starhub. So if we were to click their network, it stated in the sms we will only be charged $15/day to enjoy unlimited data roaming... If so I did click on to it and why am I charged $400 ? Very disappointed with starhub for slow service on clearing dispute and call back... Also the female cust service that gave me the wrong info does not sound like a local... So I guess she either do not understand my question or she does not understand simple english that she gave me wrong info !

To whom it may concern
Dear Sir/ Madam
I have used the Starhub mobile contract with the number +65 [protected],
Currently my wife is using this mobile as I have got another phone allowance from my company.

We have noticed this since last year because when my wife went back to home country Myanmar (from April to June) she bring along her mobile, so it was not used for outgoing calls that period, however the same bill came for the payment.

After she is coming back to Singapore, she noticed that she received the calls and SMS from the numbers she did not know.

We now received again for the payment for the bill (from Dec 2011 to Jan 2012), it was stated in the bill that local outgoing call was more than 300 minutes.
We are very surprised and frustrated with the billing services because my wife told that she did not call that amount.
She has recorded her call history (as we can trace it from phone record- BlackBerry R 8520 )
Kindly help us how to raise this issue to the officials concerned from Starhub company, mobile billing services.

Thank you
Best Regards,
Mr Kyaw Thein Hlaing @ Ko Ko
Blk 459, #09-702, Jurong West Street 41
Singapore 640459

I need to raise a formal complaint regarding Starhub which has been responsible for a very damageable interruption of our Business operations. Not only because we are all very upset about the time and money we have spent on what should be a very straightforward process, but to also warn other Businesses about the situation with Starhub when chosing between Starhub and Singtel.

To make a very long story short, here are the pitfalls which brought us to an incredible situation I would never imagine to experience in Singapore:
- wrong information about delays over the phone, resulting in a bad anticipation on our side
- commitments which can never been reached on Starhub side: you can never talk to the right person, no one knows, everyone is always waiting for someone else to give an information, etc
- between Starhub and their partners Insiro: there is such a split in responsibilities ! No one knows who is doing one and when
- no one can give a complete and precise information about the end to end process.

Just a few examples of what we have been going through:
- an installation guy came this morning (after 6 days delay) only to realise the cables were not properly prepared for the installation. When I called the account Manager at Starhub. she informed me I was responsible for hiring a cable Company to do the necessary job. HOW WOULD I KNOW if no one explains to me the process ?
She told me someone from Insiro would call me right now, but no one ever did.
- I also subscribed for 7 phone lines (and received a quote for it). This morning, I was told that the actual router could only support 4 lines. I had to buy on my own a complementary switch and pay for it ?!

Just a few examples of a terrible service which leads to a very difficult business situation on our side !
Totally incredible and unacceptable.

August 25, 2011

We signed up for a 2 year mobile plan with Starhub including a roaming fee. This gave us the impression we would be protected against excessive roaming fees when travelling abroad. Returning to Singapore after a 4 week stay in the Netherlands the invoice turned out a shocker.

Even though we used the cell phone minimally, as we obviously have heard horror stories before, it turned out we were charged hundreds of dollars for just picking up our emails 2 or 3 times a few minutes. Realize it is not about the time you spend on the phone but about the amount of data you pull.

Overall Starhub is cashing approx 1000 $ this month, to me a total rip off. The customer service person explained to me the roaming fee only covers access to roaming not the actual usage itself. I consider this misleading marketing. Anyway, just wanted to make you aware.

I had such a worst experience With Regards Starhub mobile service is very patheti & useless . More than 3 month never receive bill.1st month bill wrongly charged more than$ 263. I always thought starbub branded and they exceed customer basic enquiry, but As I spoken to customer service center that one of the agent (starhub staff)his name Mr.hannif he quickly said my hand phone belong to one of the Chinese girl.After long conservation i given all my details & changed . STARHUB mobile service is .As per contract 30% off & IDD all included, but the bill was extra charges of IDD & got only20%off totally wrong. How come STARHUB charge the bill any HOW? i call many time to STARHUB Call center Staff every time system shutdown & never update my details, today put me hold 43 min.what kind of service . I would like have proper explanation for this poor service.please ensure charge all the customer accurately.