StarHub
Reviews and Complaints

I have terminated my post-paid mobile phone line with Starhub since last year. And following that, I have requested multiple times for Starhub to transfer the outstanding credit amount for that post-paid mobile phone line against the cable TV. However, after 6 months nothing was done. Have requested multiple times for the customer service to call me back and yet nothing was followed-up as well.
Very disappointed in their service.
Sounds very much like their scam to bump up their figures on the mobile phone subscriptions & revenue amount.

I am writing in to complain about the extremely lackluster performance of your 7.2Mbps plan that was promised.

Your promotional campaign advertised a rate of 7.2Mbps and the rates that i experience is a fraction of that. And i'm not talking as if i am residing in a distant part of Singapore. I am in the heartlands of Tampines where such service should be exceptional. I have made numerous calls and trips to your service center only to have your "technicians" give me the same advice over and over again.
I experienced the same issue when i had the plan for 2Mbps and i even went to the extent of multiple SIM card changes and even a device change.
I have had this service for a few months and prior to that i had the 2Mbps service for 2 years. The lack of delivery on your advertisements and poor customer service is atrocious. And i am a very loyal and firm supporter of your company.

hi all,

i've set up a group in facebook to gather petitions against starhub for their overbilling charges, lack of liability to their consumers, not responsible in taking care of their customers when help is required.

Please feel free to join the group to air your grieves or share your situation or pls help to spread the word to as many people as you can who faces the same issues with starhub.

You're also welcome to join us in petitioning even if you do not have issues with starhub. Please feel free to browse through the group comments and the issues we face..

All contents in this group will be consolidated into a petition to IDA against starhub or any other telcos in hope they will speed the process in implementing neccessary rulings in place that will protect consumers like us against corporations like starhub who behave like a legal "Ah Long and Associates".

a thousand whispers gathered will generate a roar of discontent even IDA cannot ignore..

Worse experience I had...
Receive a $100 voucher from starhub for updgrading line and mobile to 1phone.. Went to their outlet in bugis.. Been told that I have to $50+ of outstanding before I could change to the new plan.. Which I did and additional $150+ for the phone after redemption of the voucher... Ard 2 weeks later receive bill and found that I was still been charge with the old plan and data usage ($150)... Called them and were inform that they will check and get back to me bout it.. So I just paid $50... They didnt get back to me at all.. Then on the month bill that ive received, to my horror they still charge me with the old plan and data usage not forgetting the $100 brought forward from the previous mth's bill ($229). Call them again and they told me that its best if I come down personally to any of starhub outlet to rectify the problem... I went down and they inform me that they the $50 that ive paid during the purchasing of the iphone wasn't reflect in the system.. Since ive lost the receipt, they ask me to locate the prove thru my credit card usage summary... But they will sort out the latest data usage charges and will waive it off... Such a hassle... Arghhhh... Not everyone are so free all the time... So ive decided to pay $100 first to refrain from any line disruption... Guess what?! Two day later, my line is disrupted.. Call their customer service (Which isnt an easy thing to get thru..) demand an answer of the issue, they inform me that it is becoz ive not paid my bill in full and still hav the outstanding bill of $129... Wth... Its not even 1/2 month due... After explaining to them that it was their mistake of not converting my plan and cork up my bill... They (Miss rubika) then said will sort it out and my line will be usable within 15min.. 30min later still nothing, call them back and another operator (Mr navid) told me that it will only be done within 1hr... 1 1/2hrs later... Still nothing is happening... For the 3rd time, call them, they (Miss putri) apologized and inform that usually it will take 1 to 2 hrs but due to some the technical problem, they could only revive back the line within 24hrs... Omg... Wth... R they kidding me... Demand them that I want to speak only to the manager.. Gave them my number to call back which they promised in 10min.. But received nothing, not sure why? They just told me that they couldnt get thru me... Darn...! Really testing my patience, end up I got my hubby to call and talk to them... After nearly an hour talking, explaining, demanding for and answer, at last there is staff (Navid) was willingly to help and resolve the issue... Even he wasnt sure how long it will take but he have tried his best to sort it out, which he did... So thankful to this guy... Seriously this is really ridiculous... Ive gone thru 4 diff operator with 4 diff explaination withing 4hrs and nothing is resolve and all I get was excuses... Very disappointed and angry...

Starhub! Get your act together! Don't offer a service you cannot deliver! I demand the ceo to step forward and explain why we are unable to connect to the 3g network at times of the day, every single day and night! Why are you charging your customers!?!?!?!?!? I feel so cheated! You the ceo, tell us your action plan to fix this problem once and for all, otherwise, I demand a full refund! And you have the cheek to increase charges for multi - sim. Feel so very cheated! I want out of my phone contract! Unreliable service!

Have been Starhub subscriber for many years. Noticed that the Tamil channels provides untasteful list of programmes daily. 3 Channels which all mainly runs
the India based serials with very repeated few movies distastefully selected. The programmes are repeated over and over a hundred times over many months.
Its an insult to the time we spend to watch them not to mention the money paid for these channels monthly.
Having view in neighbouring country's programmes, its an utter shame to those who are behind these programme line up.
Hope Starhub Ltd will remove people responsible for the programme management and appoint proper personnels who should get some training
in the neighbouring country's Tamil TV programme organisers.

I visited Tampines Mall Starhub Customer Service Centre Today at 11:45am on 21 nov' 10 to collect my new SIM card after reporting the lost of phone. A chinese girl with pony tail attended to me, she gave me a new SIM card and told me that my SIM card will be activated within 6 hrs.

To my surprise, after 6 hour my SIM card has not been activated. Immediately, I called the call centre and was attended by a lady. She responded this, "IN PROCESSING" and assured me that by 7pm it should be activated. So i checked my phone at 8.30pm and, my sim card has not been activate AGAIN! I called the call centre again and was attended by a male staff who told me that the current new sim card serial number is not found in the system! He verbally re-confirmed with me a new serial number and instructed that i have to wait for ANOTHER 2 hour for the activation.

UNTIL NOW, 4:00pm, my sim card is not activated.

This is atrocious and horrifying! I do not have any telecommunication service for the past 28 hours! I am disappointed with your service efficiency and effectiveness! Starhub should do a follow up over the phone to ensure customer sim card has been activated OR to update the client the progress of the activation if it should take longer than expected! This has caused a great inconvenience to me! All Starhub customer expect professionalism from Starhub Service but from this incident, i realize Starhub service is inefficient and unreliable. Whether is this a human or system error, THIS SHOULD NOT HAPPEN AT ALL! Even after so many hours of waiting, Starhub failed to rectify my problem!

Being a starhub comsumer for years, now that they suspended any starhub related contract and billed me a charges of $5xx ++, i am really unsatified.

During the promotion of starhub maxmobile on %50 off subscription, i terminated my maxonline and switch to a new contract of maxmobile. since the first day of use, it isnt working at all - getting disconnected every 10 min.

I have called them several times to assist in technical issues over and over again, same problems with the other complains that i read after having a google search on starhub complains - they told me i will call you back to assist you. EVERY technical calls was up to 1hr duration, but nothing was solved.

Being unable to use internet for weeks and weeks, my dad couldnt check his mails and get his work done while our home was registed as our company office/address, it came to alot of dispute among me and my dad. Now, its felt like " was it my fault or starhub's ? . Up to 2 months later, i kind of gave up on calling them and was busy on work, i called starhub support again complaining about all the bad services i had encountered and asked about what could i do about it/ 2 months of bad services while i still paid for the subscription fees.

lastly i requsted to terminate the line and asked the customer office through phone if termination charges would be waived if it was due to technical problems, he replid "yes" it is possible and so, i proceeded with termination. Worst still, without knowing if termination charges would be waived sucessfully, my dad applied for singtel mio box for his work use.

months later they kept sending me warning bill on outstanding payment from terminating penalty. I was not surprised for the first time, it might be a misunderstanding. i called starhub once again, they highlighted to me that they couldnt give me an answer and would reqest a higher ranked officer to get back to me within 2 days.
NObody called, this repeated for a few times, isent emails over and over again while getting so unhappy.
Nothing was done nothing was replied no calls were returned until..

NOW, they actually called to INFORM me that i HAD outstanding balance wherelse nothing about THE ISSUE?!?! AND actually informed me that any starhub related services will be unavailable to me, wow they did have all the initiative to inform me clearly about how their system goes while forgetting about all the ..

nevermind, iam someone who hardly scold or could raise my voice over such matters. iam really lost, i really think i have to make my way to their outlet once again. Isnt this really UNFAIR ?

We applied for Home Hubbing Package with Starhub in Vivo City on July 30th.
The package include Starhub TV, home broadband (max on line) and home digital voice. When the home installation was done on August 12, the TV and broadband immediately became operational. While the digital voice they claimed will be active in 3-5 days.

After 5 days, it was still not working so I called their customer service. Answer was that they will look into it (after collection my personal and starhub details), and they promised to call me back with the answer.
They never did.

We tried again a week afterwards, got the same response. They said status shows "processing" and they will called me back with resolution. They never did call back.

So we are today, Sept 5. Its 25 days from installation date, my home Digital Voice still not active, despite promise of 3-5 days of activation. This is BAD BAD service. Not only they couldnt live up to their promises for time to activation, but also because the Customer Service could never give us a straight answer of what seems to be the problem.

My subscribe Number for the Digital Home Vocie is NDV079186E.

Curious to know how Starhub would improve my situation with this public complain.

I would like to voice my unpleasant encounter with Starhub’s business etiquette on their billing system. In December 2009, I contacted Starthub and spoke to Tommy Tang, the Billing Manager with regards to an additional month billing imposed on my bill. I have been billed not only for the month of utilization but the following month .I raised my concern and Tommy Tang has suggested of solving this by deferring payment as there is another 15 days of grace after the bill’s indicated date. This would mean I will not have to pay as per bill indication date but before the 15 days of grace is over. He further assured me that he will indicate a note so as a written reminder will not be imposed should the payment is not paid by the billing date.
Things do not seem to occur as suggested. I have been receiving monthly reminders till today and with most often these reminder bills have been double charged despite making my payment before the end of the 15 days of grace period. This has been extremely contradicting, as Starhub, the initiator of a solution is not keeping up to their commitment. Should starthub does not wish to honour a suggestion of their own, they should not have made any unfulfilled suggestion in the first instance.
Last month, as the result of double billing, I received an arrogant letter from Starhub with headline enlarged, bold and capitalised urging me to resolve my credit card payment. This letter is outright spiteful and is stepping beyond boundaries, similarly liken to the threats in the reminders received of imposing additional charges for reconnection fee.
I have been contacting Starhub for the past two weekends but only finally able to speak to a billing representative who has not been helpful but putting me on hold without any concrete solution at the end of the call. I have demanded a solution with a higher authority but was informed there was no one to assist me. This is truly outrages and unprofessional for such a company that do not handle a customer’s concern seriously. I was left more confused and frustrated as I have endured the last few months of endless reminders and double billing that led to an incident with the credit card company. I have engaged starhub’s service for the last 2 years and since have been a loyal and dutiful paymaster. With these reminders received now, has reconfigured me as a poor paymaster.
There is not a point further to discuss with starthub as they are not keen to resolve a problem, act upon consumers calls professionally and swiftly nor has customer’s interest at heart and worst of all, do not deliver the action they have suggested.
With the above, I would like to share my tales of woe and seek you advise on a possible option or the necessary course of action as I am still in a contract with this company for another year and I would no longer wish to be further manipulated by their deceptive lies and extremely degrading services.
Victimised Consumer.

StarHub publish in the website stating when you signup for flexisurf service, you will be able to play the game MapleStory. http://www.starhub.com/broadband/athome/maxonlineflexisurf.html
I was cheated by them, brought a modem and found out that is not true, Called them but guess what, they will work on it, but for about 1 month nothing came back.

I have been a Starhub subscriber since year 2006. I used to enjoy good services from starhub all these year. But ever since the Iphone has been launched for starhub. The services I am getting is really horrible.

Firstly, the 1633 hotline does not work at all, I waited for 2 ½ hours on line for any customer service agent to answer my call. But sad to say, the call was not answer even after me waiting for the past 2 ½ hours. I think that is too absurd. So where did the customer service agent gone to. I paid for premium services and yet, starhub is giving such rubbish services. I think waiting for 2 ½ hours for a customer agent to answer a call is way too much. And even when I wrote in with the complaint, starhub also never response to my complaint. What is this kind of services? So is starhub trying to tell me that I should terminate service with them and change my services to M1 or singtel.

Secondly, finally, after much persistence on my end, I finally got through the 1633 line. Customer service agent, Gabriel assists me with queries in trying to get the iphone earlier cos my 1 year contract will only be due next month. He told me that I am not eligible for that. OMG, what is this. I waited for so long for starhub to bring in the iphone and yet, now I am not eligible for that. Just because I don’t fulfill a year of services with them. But that is absurd, cos I am only like 3 weeks away from my contract due. I really don’t understand why starhub is being so inflexible with their service. Again, disappointment. Gabriel promised to escalate this issue to another department and promised that the other department will assist me within the next 24 hours.

Again, starhub fails to meet the service standards. No call was given to me. It has been 2 days since the call was made. No action is taken. I am truly disappointed with their services, and now with all these services issue that I have been facing with starhub, I will not consider to terminate all my services with them once my contract is due.