StarHub
Reviews and Complaints

I’ve been a Starhub customer for years. I’m a platinum member and prime customer.

I went to the shop to do recontract for my hub service and upgrade my services on a Monday (20 Jun). My broadband service was suddenly down on Tuesday morning 7am. Till today Wed (22 Jun) 5pm, my broadband is still down and Starhub has been advising me that this is due to the recontract processing causing the downtime.

This is absolutely unacceptable since I was not told that there will be any downtime at all. In addition, I have been kind enough to wait for almost 2 days now with no internet. Can you imagine in this day and age to survive without internet? None of the Call Centre agents were able to provide a proper explanation. All I can do is wait.

Hi, I have been calling starhub since June 2 to add two starhub boxes for my residence as till today I still did not get the services from your end but have received 17 sms from starhub giving all false promises. Even with the confirmed appointment date given but nobody turned up, make me stupidly taking leave a day off but got playout by starhub. If starhub is not interested in providing the service, please don't give empty promises.

What a very lousy services?

1. When I sign the contract with StarHub, the sales person promised that the postpaid sim card is having weekend data unlimited. I signed the contract with the believe in his contract descriptions. Later a month, all my data have been over used on the weekends believed that, I was using the weekend data unlimited. I was charged over usage and they asked me to pay the bill.

2. I activated the roaming when I was in overseas and they charged me ridiculously after a month. They never mention in the contract that international roaming is different that normal call receiving. Lack of information provided while signing the contract. I paid more than 100 dollars for that unwanted charges.

2. Upon fed up with poor customer services provided by StarHub, I called the customer service and checked the termination fees and cancelled the contract. I was mentally upset because of the unwanted charges I paid and I was financially in trouble during that period of time. I don’t have energy to argue with people again. After I confirm with the customer service agent, I paid the amount. Still I’m receiving the pending charges I need to pay.

3. StarHub is making money by selling the contracts with any explanation about the plan and they charge too much amount of money for their fake policies. This is unacceptable and emotionally giving shock every time when I see the bill.

4. Please save me from this StarHub mint hunting using my contract with them.

5. Please someone help me.

My internet was down since 6/6. Starhub technician checked on 8/6 and confirmed the problem was not within the promise. Starhub would revert the followup actions by 10/6, 5pm. However, I did not hear anything until I called Starhub hotline on 11/6. Customer service officer Bina and her senior, told me I must make appointment with NLT. They booked the appointment for me on 13/6, 9-12am, also ensured the problem would be fixed. However, NLT did not turn up. I called Starhub again, and was referred (also by Bina) to a senior officer Alan. He said must get a new appointment. The earliest slot he got for me was 14/6, 2-5pm; meanwhile, I can try calling NLT at [protected] to request for urgent service.

When spoke to the NLT officer, to my astonishment, no booking was made with NLT for 13/6,9-12am slot at all.

After going through so much frustration and wasting so much time in communicating with Starhub answering machines, I have this type of customer services.

Had a bad experience at starhub compassone store on 12 June 2022 at 11.30 am.

Staff served as if customer at their service, need a lesson on being polite and treating customer well rather than thinking staff are entitled that customer comes to them for a service.

Being courteous is a give and take

Starhub store

Compassone mall

Ticket number 2000

After several unsuccessful house visits to remedy a non-performing tv set-top box in the mbr, the technicians opened up the unused coaxial cable junction box - since we had long since duly converted to optical fiber, and unbeknown to us, chosen to install an ethernet over coaxial cable adapter/converter at a cost to us of $80 address what is yet to be confirmed by our expert friend who just visited us, as perhaps they were having an issue with the ethernet cabling to the mbr from the utility closet. The starhub contractor left the utility closet in an unacceptable mess with exposed cables and connectors and our home without a landline telephone after the “repair” of the tv feed. Our expert friend successfully got our landline working again by reseating all connections made and rebooting the entire system (modem etc). It was obviously not done by the starhub representative to confirm all related services and points were working! They seemed to be in a big rush! This was truly an experience that one would have not expected from starhub and one that has warranted a change in service provider at the next opportunity.

after the contract expiration early April 2022 started to ask StarHub to refund my security deposit. in the beginning StarHub told me there is no deposit paid to this account. after I sent the screenshot of my account StarHub told me that the deposit is in the previous account and must be transferred to the new account. the question is: Why StarHub didn't transfer the deposit to the new account at that time with new account. after the deposit was found StarHub told me the issuing the cheque requires 11 working days, starting form 26 May. a few days ago StarHub told me again the process will delay and no explanation about reasons and how long it will delay? due to the delay I cannot close my company account and have to pay $50 to the SCB because of low remaining balance.

I wounder why such a big company cannot issue a cheuqe within 11 working days and everytime I contacted StarHub Business Helpdesk I got different answers and explainations. I have problems and the business Hepldesk is not a help at all. I have to idea whom to ask? I really regret choosing StarHub at that time.

Hi

Ive been a StarHub customer for 10 years, mobile, cable, wifi.

I traveled from Singapore to the US/Cuba/Mexico/Colombia/US from March 29 to May 10. I have data roaming and it worked in the US. After arriving in Cuba i switched on roaming for 4 minutes and was messaged that i had spent $500. Obviously i turned roaming off and switched off data for some apps. I had to check something urgently (wifi is very scarce in Cuba) on April 7 and was told i had spent $400 for 2 minutes and then informed my roaming had been de activated on 8/4. I decided to wait until i reached Mexico before contacting starhub. Upon arriving in Mexico i tried roaming again, it didnt work and cellualr data did not work. I spoke to a customer service operator on 14/5 and again 19th and 20th . Each call was told that from their end it was working and i had roaming privileges, which i did not. I explained the need for service and not having access was costing my business. I was fobbed off and so i emailed asking for advice on fixes which i received none of. I troubleshot myself by changing device, restoring factory settings, and rebooting phone and none changed the fact i had no cellular data. I even subscribed to a travel package thinking it may reboot it all (they charged me for this which i subsequently found out i could not use). All in all i have had 14 email exchanges with cust service and they have not solved anything , just said it should work and they are looking into it. In the US and Colombia i had no cellular data access either and even when i arrived back in Singapore on May 10 it didnt work. I went into Plaza Singapura branch on 11 May and after much checking the agent admitted my cellular data had been blocked. I protested as to why, the shocking customer service, the exorbitant and non explained Cuba roaming charges and charging for data package that was impossible to use. She said she understood and would escalate... I got an email address of C suite people from her and emailed them as i told them i wanted 100% refund on April Bill ($2547 of roaming 2200 in cuba). They acknowledged this and made a call which they said they were esacalating but nothing. I am now still getting the odd email.. we are looking into it .. im happy to forward all email correspondence.

My beef is :

1. Data roaming charges are theft for the time i used it ... i was using it for sub 10min in total for the charge...

2. Customer service non existing .. i suspect they have been told to delay things until giro was collected and bill paid. No one called me back, there was no admitting that i'd be deactivated and as such wasted my time looking for solutions and blatant dishonesty by staff (or possibly the lines of information are kept in such a way as to keep them in the dark).

3. De activating roaming when i have paid on time and in full for 10 years and giro has caused me to miss calls, meetings and disrupted my schedule.

4. Charging me for a service i could never use (travel data package)

I had a call earlier on 17 may, 2:10pm regarding billing information. The hotline staff 'Tara' was extremely rude when speaking to me. I was just seeking help with the billing information and she was not being courteous and kind to solve this for me. Instead she said everything in a rude manner which made me really upset at Starhub service.

I'm a 12 years Starhub subscriber and 2 years ago back in 2020, I renewed my broadband/Cable TV plan with 2Gbps internet and comes with iPad 6th Gen 32GB WiFi Cellular as promotion package.

Apparently, during my subscription activation, the free promo run out of stock and so the customer agent notify that I can skip the promo without any charges incurred ($25) on my bill. She said that she has "adjusted" my bill.

I trusted them and so they activate it and I continue with the services. I was happy with service I'm receiving. Hence, I totally forgot to check or verify my bill since it online and I thought I could check later whenever I've the time.

Fast forward to Jan 2022, I realized that my starhub plan will need to be renewed soon as I've receive the notification on my SMS and email.

I realized I need to check my existing plans (3 plans) and coincidentally, I open the online pdf bill to understand what was my plan, To my shock, I noticed that I've been paying that extra $25 for 21 out of 24 mth.

I was upset and angry as I trusted them and take their word for it. As a Platinum subscriber, I called the platinum hotline, an agent responded and I've explain to him about and how we could get this resolve. I suggested to him that he could either issue me the promo gift (which is consider old product now) or re-imbursed back the difference of $25 for 21 months into my starhub account so that I could consider to take up more plans with that amount.

To me, it is a WIN WIN situation for Starhub and me. I've a man of honour and fair so I want to be fair to them as well to justify my reason to them. He agreed with me and said that he has updated the system and will get someone to call me from Billing and Finance dept.

Now April, 4 months past... nothing happens, they call me but to inform me that they're "looking into it"... for 4 months? Are you kiddin me?

They kept sending sms stating that they will be calling me during a period so I've make myself available and await for their call but nobody called. My precious time wasted (normally the call is in the weekend).

What should I do now? I got a renewal of my existing plan and the agent that called me will talk about my renewal and when I said to them that I won't renewed until my existing plan issue is sorted out.

Thereafter, those sales agent stop calling me as well. Now, I'm in limbo! Help me to punish them.

My h/p number earlier requested myself for suspension, due to long time staied in India, after return to Singapore, when ask for activation, customer service mentioned, line already terminated, with out any information to me.

I request to Star Hub, to activate my same h/p number.

With valid reason i req for suspend, as a customer to Star Hub, must communicate in proper way ,before auto termination.

Same number iam using for 10 years.

& contact number given to so many persons for communication.

Its important for me, pls activate same h/p number.

I am having issues with my wifi. I reset it in multiple ways then tried calling StarHub. Besides the ridiculously long and complex automated voice service that makes it difficult to even get a person on the phone, I eventually got to someone who again had me reset everything. The wifi still did not work. They said try calling the router manufacturer, even though StarHub is the one that gave me the router. I tried that, it didn’t work. I called StarHub and said please send someone out because now it has been a few hours that I am unable to work already. They said that’s impossible, never can do one day service which again is ridiculous. I said I need it for work and the guy said okay he will figure it out, which was nice of him. Now it’s 4hrs later, no call, no service. I have called StarHub again and continue to get put on hold for over 45min now as am still without Wifi.

Horrible service from top to bottom and I’ll be cancelling my contract as soon as I can. I would encourage anyone reading this to go with any other provider

Called customer service regarding broadband internet connection on 30 March 2022 and Issac was the agent helping. He told me that an appointment was confirmed to send the technician over on 31 March 2022 at 11-1pm. However technician did not arrive at said timing and when I called customer support again, another agent, Stefan, picked up the call and said the appointment was never confirmed. Now I have to wait for the technician’s call all over again without any timing given. Both agents kept entertaining me and did not provide any help. What service is this? Asked for a number to speak with technician and was told that there is no number. Asked to speak to a manager and was told there is no manager. Asked for a number to speak to the same customer service agent again, no number given. This is totally unacceptable. Starhub is not taking any responsibility over their internet issue and pushing its customer around.

I opted for 2 years contract (75 SGD) plan with Starhub in Sep 2019. In this package I got the telecom services and a mobile handset.

Cut 2 years later, starhub still charges me for 75 SGD each month even after the contact ends. Now let me ask.. for what starhub is actually charging me if the contract has already ended when same level of services I can get in 20 SGD Sim Only Plan ?

After 2 months later I realized I have paid 100 SGD extra unnecessarily for useless services! When I ask the support guys, they mention that I signed the contract 2 years back for same thing.

This is my hard earned money and I really dont see a point why Starhub cannot convert customers plan to SIM ONLY after the contract is over ? Or atleast reach out to the customers whose plans are about to expire and let them choose ?
I have now opted to SIM ONLY plan for 20 SGD BUT I am not sure how Starhub can compensate my 100 SGD which have clearly gone wasted. 

i have recontract a line with the shop but recently i checked my bill the discount for ntuc was not reflected so i call to starhub but they said unable to assist me in the matter, i went to recontract on july and i did not realise that the discount was not in force so today 12 nov i was doing another re contract on my other line then i found out that my 1st line did not have the discount reflected for ntuc and i try calling starhub but they refuse to assist me

I've applied for international roaming on my mobile phone number in Singapore because I'll be moving to Hong Kong for 2 years and would like to keep my number because it's linked with various OTPs. However, since I've arrived, I've not been able to get any service at all. In fact I called everyday for the last 7 days to no resolution and I've been stuck in quarantine and not able to get any OTPs which is affecting me because I can't log into various work relevant accounts, or do any banking or credit card transactions. I've told them the urgency but not only was the service poor, they actually hung up the call on me.

They told me the only solution is to try and get a new sim card but I have to go down to the store physically because they are not able to do any international courier when this is clearly a Starhub issue?

I would like to make a complain. it's just bill overdue of $100+ and u disconnect my line! and is not just once but so many times. It's not as if it's $1000. It's only $100+. You should at least drop reminder messages and not just disconnect it just like that. We've been using StarHub for so many years..but now is COVID period your company is not understanding at all! There are other telco companies out there. It's not only u. Once the contract is up I will not renew it anymore!

I place my order via Starhub online for a new phone 9th Oct, and expected to be deliver on 13th Oct.

On the 10th Oct, my existing phone dead and non-response, so would desperately required a new phone urgently, especially currently we are working from home and need mobile to log in work desk everyday, as well as other urgent personal and financial reasons.

Called customer services on the same day, I was told below:
1. I am not able to reschedule early delivery date
2. Starhub is not flexible for customer to collect the new phone at door once the order is place online

My request to customer service:
1. I understand every organisation would have their own internal protocol to follow. I request my case to put under special request to either Starhub made an internal communication / adjustment in order to accommodate i) early delivery ii) Allow self-pick at store/ distribution centre/ HQ.

Advice/ feedback from customer service on my request:
1. unable to help, or put a special request to either 1) deliver new phone earlier 2) self-collect at store
2. This is in accordance with internal procedure and starhub is not flexible to handle such special request.
3. To meet my needs for a mobile phone between 10th-13th Oct, I could purchase a new phone
4. I am not able to terminate my order either, even I am able to terminate later, a termination fee will be charged.

Starhub please look into this, this is obviously leaving your customer in a very helpless position, I am basically "stuck", being a long term customer for 7 years, I would appreciate if starhub can look into this issue, and hopefully able to help me to resolve this before 13th Oct. Thanks!

A simple request on the above cannot be executed for almost a week! Call numerous times to Customer Service and all just give you a standard answer ‘we will submit a Chaser for you to escalate this issue' but till today (from 30 Sep 2021 to 5th Oc 2021) no one had called me to confirm that ownership request has been done, in fact, nothing has been done till now. What had happened to the relevant department staffs & superior ? Sleeping on the job ?

Recently this few days and including night time we are unable to use our Internet had been cut off suddenly for many hours. This continue for serveral day and did not resolved. I demand a solution and answer for it. At least star hub should sms us the issue immediately. Don't leave us waiting and didn't know what is happening.