StarHub
Reviews and Complaints

Hi,

Im Nisha. I made a call to StarHub on the 2nd september 0045hours regarding intermittent disconnection of reception on my phone. I recently recontracted my phone line in starhub and bought a phone from starhub as well. I have been a starhub customer for the longest time. I am also a platinum customer for a long time. As a loyal customer in starhub, I have been encountering such disconnection frequently for past few days since the 2nd of september. Today is the 8th of september and my issue is not resolved.

I called in previously also to check if my account is under dunning or is it active to know if thats the cause of the intermittent disconnection. But the previous guy mentioned, account is still active.

Yesterday someone called and mentioned there will be a follow up call from starhub for my issue. I also received an sms on that. Today 10.21am a lady called in by the name of VIYA. I also asked her what is her real name as I knew that was her hotline name. I also asked if this is aegis or singapore, she mentioned singapore. I also checked if she is from starhub green or tai seng, she say she could not answer that. This particular cso have been very rude to me and please check her recording from Verint again as she mentioned I am rude and she said I am telling excuses. I dont know if this cso understands english. Thats why I asked her. And she replied reluctantly rude to me.

I spend nearly 10mins plus for the english correction here. This lady did not understand what I was saying. I am shocked on how starhub has recruitted such low tolerant person as cso and also from outbound follow up team. This person will surely bring starhub reputation name down. This is really bad.

As I am already frustated due to having more than 5 times intermitten disconnection issues, this lady added up to my frustration. I am really unhappy with her way on serving me as a loyal customer.

And she even told me to monitor my issue for 1 week but my work is such that my phone is required to be contactable at all times. This is really bad. I suggested the lady to arrange for sim card delivery because she mentioned people have exchanged to a mew sim card and their issue has been resolved. But she kept on adding to arrange for a technician to come to my house to take readings and then he will get back to the relevant team and they might request me to add on a "booster" at my place. But I told the cso this will be incurrinf charges but the issue is because of starhub and you expect customers to make payment again for this. This is really not good.

Then she put me on hold and got back to me and said she has requested on delivering of sim card. Either she will be calling me back or the network team will be following up with me regarding if they will permit for delivery of sim card.

I am working from home and i cannot afford to walk down to serangoon nex the main store to do a sim exchange. As its far from my place and my work is currently very busy that i work all day since I am working from home. I appreciate if a sim card delivery can be done instead in this midst of pandemic.

I am overal unhappy and surely not satisfied with the customer service officer serving me. Her soft skills really need to be improved and I am also sure she is not a singaporean if not she wouldnt have issues with the words I am talking as I did not speak any profanities, I werent rude to her. I was just potraying my frustration to her. And at the end of the call, she did not even bother to apologise. If she did, This complaint wouldnt be happening.

StarHub, please take serious action on this. Please listen back on Verint on what we spoke. I also have recorded this conversation. If this action does not take place than I have to carry forward this to the customer affairs department or to the social media.

-Nisha

I have recently recontract a new HomeHub Plus but have problem with the Audio after upgrading to the new box. So the Hub Trooper tested with my son's PlayStation and there's Audio from the Toshiba TV. The Hub Trooper that came cldn't resolved the problem and left. Was told there will be a callback team who will contact me. The callback team keep insisting that I call Toshiba which I did but was told that they will need to check on site and will be chargeable but there is no guarantee. Today 6 September 21 at 2015 hrs, the person I spoke to from the callback team was so arrogant and not helpful at all (voice recorded). He still ask me to call Toshiba and says there's no solution. I told him then to return my old black box which he told me he needs to write an email.

I am disappointed as I was approached by Starhub to upgrade but now the Technical Support Team is not able to resolve the issue but keep pushing the responsibility to me.

I would like to raised my concern on the particular schedule who is supposedly install the wifi in our house due to timing discrepancy, the schedule being provided is not being attended as what they promise, the technical give their slot 11am - 1pm and they reach house 12:43 noon and yet all of house is out of house and waiting for technical team to call me before they reach and i already discussed this to the customer service but no action done, now is covid and non essential work is work from home, , if we have no wifi at home how to work for that they so we do our part and take care of our own job, thats why we go out and need their call before hand so we can depart, but then they call on the spot and their at place already and not able to wait few minutes to do the installation, instead they leave the place without further notice even call to the customer atleast we dont waste time going back to house since they are are willing to wait, if they really concern beforehand they will call or update the customer before they leave. we dont deserved this kind of treatment since i dont waste time and giving update and call to your hotline. imagine we are depending our work tru internet connection and another day need to wait to for new available slot.

Upon termination, was told that I would get a new prorated bill, which is much less than the full bill. However, there was no proration, just reminders to pay the full bill. I asked for written proof, but none provided.

After every reminder, i called starhub & they said to wait for new prorated bill, i asked, but they couldn't give written proof. Now i get a lawyer letter. I also didn't receive prorated cellphone bill refund.

Account is under my elderly ma's name, and she already paid for it as she just wants it settled. Her name:
Tutin Soepodojono, [protected]@yahoo.com.sg, 377I, 9 Oct 1965

No pre-alert and no reminder of plan ending in January 2021 as I was misled by the header of Starhub billing that I was still under $75 2-year Plan. I have been paying $75 since then and my daughter is under $25 SIM plan. This is absurd. This $75 2-year plan was with a phone purchase plan. By right it should be ended with much lower rate but Starhub happily charging consumer.
I have compared MyRepublic's service which will alerted customer when the plan end and provided a waiver when system has automated charged and deducted under Giro. I really appreciated honesty of MyRepublic. Whereas Starhub will keep reminding of late payment and happily overcharged consumers. Currently MyRepublic having $20/mth 70GB Data, 1000mins call, 1000 sms (free incoming), free caller ID (Starhub will charge $5) with no contract in month of August 2021. I will consider their offer.
Thanks to Starhub's bad attitude and service.

I have lodge a complaint against starhub with IMDA.

I have just found out that Starhub has terminated my phone number without telling me, while I am overseas.

Starhub is causing me issues from returning back to Singapore (this Friday) because I now do not have a Singapore mobile number that I can register with ICA for my SG Arrival Card.  

The issue started when they first suspended my line in Jan this year. After the suspension, I could no longer get service. When I contacted starhub, they insisted the issue was with the sim card. So they issued a new SIM and I received the new sim card in Indonesia somewhere in February.

The new sim card turned out to have the exact same problem - no connection. And so I refused to pay because despite taking their advice of getting a new sim card, and spending time and money shipping the SIM card to Indo. I still do not have an active number/line/connection.

And so in April Starhub decided to terminate my line without informing me. 

Now, I have paid off all my bills (even though I have not received any connection since Mar 2021) because all I want is my phone number back (+[protected]) and they are refusing to give me back this number. Instead they are giving excuses - such as; this number belongs to singtel. And when checked with Singtel, they say the number is with Starhub.

This to and fro has been going on for days. FYI, this was communicated to my mom who has been trying to help me in-person at Starhub's retail (plaza Sing) and over their hotline. 

Legally, is Starhub allowed to hold a person's number in Singapore? I have checked with Singtel and Starhub, this number is not assigned to anyone at the moment. 

Nengli
[protected]@gmail.com

My account 1.13431599A
When I recd my first billing of $82.14 in July, I called your hotline and spoke to M/s Shaloo and Scarlet over a 3 week period. Both promised to return my call after checking but none called me back.

My query is: I contracted a 3-in-one bundle of $69.90 net in Feb 2021. The bill I recd in July was $82.14 and so I asked both the above to explain how this $82.14 was derived, since my contract was for $69.90net.

On 16/8 I spoke to Shaloo again and she promised to get the Sales people to call me, but none did. Very disappointing for such poor service. Can anyone blame me if I shouted at her? It was frustrating!

Todate no calls were recd and I am still waiting for someone to explain to me how this amount came about.
My next payment due is 28/8 for $81/+ and I can only pay until I get an explanation on how Starhub arrvd at $82.14 and $81/+ for the second bill.

Plse call me on my mobile at [protected].

I am very disappointed with Starhub for such poor service as your customer officer promised 3 times to return my call but none did.

tks
Evelyn Lim Joo Bee
IC: S0002730H

I was being overcharged for $75 2-Year Plan by 7 months even though I have fulfilled the 2 years contract and Starhub refused to refund me as I was eligible to take a SIM PLAN FOR S$20 instead. There was no message alertness of contract end and I was being mislead on their bill to think that I am still under contract of $75 2-Year Plan!

On top of that Starhub will disrupted my line if I was late in payment. Starhub should refund me for the overpayment instead.

I have over paid on subscription which was meant for phone purchased plan.

When turn ON data, the speed is low than normal usage and seem can't download since yesterday morning 11/8/21.

I called 1663 on 11 Aug 2021 at about 1345hrs, the CSO (G-gel) refuses to do an immediate line check on my unservicable hp connection! Very poor attitude! Need to sort the CSO out!

I moved apartments last week and you moved me from Emerald garden to 1 Shenton way. The service engineer was extremely unhelpful and left our premises with the wiring he adjusted in what I believe is an unsafe condition.
On top of this I have now received a bogus email from you asking for all my personal details which is a fake.
I need to speak directly with someone or preferably meet a representative of star hub face to face to show you how he left our premises.
And also sort out the hacking issue.
Robert Hinchliffe

Hi, since signing up the Disney + box from StarHub has created nothing but nightmare and anguish for me. Before signing up the package I was told that all my 3 services such as Broadband, TV and mobile bill on a monthly basis will be about 90+ a month throughout the contract period.
My first nightmare begins immediately after box was installed. Pixelation issue, froze screen, keeps going back to home page which I keep to myself. Until my bill came, that was the shocker as it not as per what I sign up for. I scrutinise the bill and ask for an explanation as to why my bill is high. On July 2nd I was told that StarHub has overcharge me by $22.39 and they will waive the amount which they did and only 11.19 was adjusted. My next bill came to my shock they include the waiver of 11.19 back the my bill. And I have been sending email to them for an answer till date not getting an acceptable reply. I really need to write to the CEO on my bad experience

I have been contacting starhub multiples times today regarding no data service.. im a nurse the connection is crucial. If I cant get contacted from the hospital I'm in big trouble.. resetting done. Still the same. Can someone contact me back. I'm being constablt kept on hold an it is not being resolved. I did not pay high subscription and end up getting horrible connection.

Dear Sir/Madam,

I was supposed to have my new broadband installation yesterday (1/8/21) between 11am-1pm. I waited the entire day but no one came and nobody called me to update me. I called in around 11.40am and waited 20mins for an explanation on why there's a no show but to my disappointment, no one revert. I tried to contact Starhub messenger several times, been promised to have someone to contact me but again no one did.

I am extremely upset over the whole incident that no one took responsibility to explain the situation to me and left me waiting the whole day. I delayed my moving schedule because of Starhub's oversight and it caused me a lot of inconvenience and frustration over the incident.

Kooh Yee Yung

I am registered with starhub wifi for two years now. Since few months I am facing lot of issues with the wifi.

It does not have proper signals..specially when taking calls. Ever since I was working from home I am facing issues during my office calls and work. This is impacting my work calls.

The service has become terrible off late. Never expected this kind of service with starhub.

Please look in to this matter as soon as possible

@StarHub
Upon receiving my March 2021 bill from Starhub, I was shocked to find 6 purchases of $59.98 each being charged to my account (totaling $359.88 excluding GST) labelled as "Apple Store Developer" purchases which I do not recognize and wholly refute as unauthorized purchases.

I immediately alerted Starhub customer services, but was told that Starhub could not help me as they are only "collecting on behalf" of Apple and that I needed to resolve this issue with Apple directly and make a police report.

I then proceeded to have several calls and email exchanges with Apple, following which Apple confirmed in an email, which I'd provided to StarHub, together with my police report, that these transactions were not made on my own Apple ID account. In fact, these transactions did not even appear as purchases (in my phone purchase history) on my Apple ID account on my phone. Thus, Apple is not able to reverse the charges for these unauthorized purchases which Apple did not recognise or have the records either.
Look, if I'd wanted to default on these charges, would I sabotage myself by making a police report?

As my initial default payment method for Apple purchases was Direct Carrier Billing at the time, what I now am convinced happened is that the purchases were made with another Apple ID (not mine) and charged to my Starhub mobile number without my consent. Either by scammers hacking into my mobile phone account or the billing department on StarHub side charged wrongly to my mobile number.

After several calls and to my great frustration and disappointment, Apple on the other hand, is not able or willing to share the Apple ID (not mine) that was used to make these purchases but advised me to change to another payment mode instead (by credit card) of which I have since done so.

As it is apparent that I am the victim of identity theft or fraud and my mobile number with StarHub had been compromised, I then proceeded to file a report with CASE, (after filing a police report) and even went to seek the help of my MP.

In parallel to my discussions with Apple, I also had several "painful" calls and exchanges with different Starhub customer services officers, who refused to put me though to their higher management or higher authority or provide me with their direct email addresses. Countless hours and more questions were paused - all without coming to any resolution. In the meantime, my mobile line has been suspended now, creating significant disruption and distress for me as this is my only contact number.

Today, Starhub is still chasing me like a loanshark getting different customer service officers to call and pressure me every other day to pay up and forcing me to claim charges for these unauthorised purchases which they are unable & unwilling to explain to me what the purchases are for (ie. what apps) when it is obvious that I never authorized these purchases:

(1) Carrier billing typically uses a two-factor authentication method, where a one-time password is sent via text message to complete credentials and approve a purchase. I never received such OTP SMS on my phone which they insisted I did, and thus it is obvious I never approved these purchases.

(2) On their own Starhub website, in "Direct Carrier Billing Service for Apple Store", under "Bill Presentation or Charges on Starhub Bill" it is stated:
"You'll receive an email invoice / receipt from Apple at the time of purchase. Email receipt will provide transaction information such as order ID, item name, date of transaction, support contacts and price breakdown (with applicable GST). You can also login to Apple ID to check your transaction history".
I have most certainly not received any email invoice/receipt from Apple for these purchases, and while my Apple ID transaction history shows other purchases such as subscription to iCloud storage, it does not include any of the purchases that is under dispute.

(3) The timing of these purchases in itself is highly suspect: at 5:49am, 10:05am, 11:06am, 12:06pm, 1:03pm, 1:59pm and 2:47pm all made on the SAME day, [see attached bill]. I have never made purchases of this nature, "Apple Store Developer", since I started my plan with Starhub only this year on 3 January 2021.

In conclusion, not only has Starhub failed to protect the integrity of my account - where someone was able to use my number, unauthorised, for Apple purchases to be billed to my account without my consent, Starhub is also expecting me to bear the costs of these unauthorized purchases, clearly not made by me despite providing them with their requested written evidences.

Even if I caved in and settle these couple of hundred over dollars just to brush off this one unfortunate episode of unauthorized purchases, what guarantees would I have that this is not going to happen again?

I have spent many many "painful" hours trying to resolve this issue with their customer services but to no avail or any resolution.

StarHub as my telco Service Provider, cannot even protect me as their client and is going to suspend or terminate my line, even though I paid my monthly subscriptions, I will have no choice but to resort to taking up a line with another telco and blow this up on social media.

Nevertheless, I still stand firm in my principles - don't make me settle those unauthorised charges made by some hackers or pay for any penalty as this suspension/termination is entirely involuntary. I have done everything I could to prove my innocence on this matter and could only conclude that StarHub is not a secure platform as it is unable to safeguard clients' (my) accounts. I have seen in the other news that I am not the only victim involved in this hacking scam.

Hi
my mobile number +[protected], my plan month bill 85.50 but this month 109.46 why this month bill extra 23.96 please consider my complain

I am a senior who is not very tech savvy, I subscribed a $7.99 senior plan but my plan has never below $8 since. Due to my ignorance I brought the phone overseas though I turn on my phone on local WIFI and never use the data I was charged $685 for last two months. The money was taken out of my giro account.

Regardless of my many appeals (with some very compelling valid personal reasons which I cannot reveal here), they were only willing to give me 50 percent since the money already in their hands.

My advice to others, do not be drawn into their sale tactics of cheap plans, freebies, there are invisible strings attached. They have backhanded billing system. I have never understand their billing system. You will regret subscribing to this telco.

starhub is just trash in general. claim to consumers that they r good n have best/fast internet.. but all cringe talk from a [censored] company thats desperate to do marketing so they do not close down. worse is that they usually dont even resolve our problems with the [censored] internet they provide/produce to us consumers. they always use their 2 methods.

Method 1) arranges a technician to come down to physically see our issue. but then they will say no issue or need broadband upgrade.

Method 2) arranges a salesman dressed as a [censored]ing technician to come over to our house to review our internet issues. BUT then at the end of the day, tries to hardsell/push other internet plans to us.

we r running on 1gbps internet plan, but speed is always hovering at a pathetic 40mbps ON LAN. really [censored] company. deserves to be shut down. "when ur bad n u dont wanna admit it" this is a saying for the people hiding in starhub offices earning our riches. disgusting network service provider. strongly urge others to support other providers. starhub network issues has been ongoing for over the past decade or even longer. never ending, never has been solved.

I want to lodge a complaint regarding the service for broadband issues, as my broadband is not working on Monday 19 July, I contacted Starhub to resolve this issue. They sent a guy over to service and said the netlink port is not working and has no issue. After servicing, he just said netlink will arrange an appointment with me to fix the port. However, I waited from morning till night and received no news, i had to personally call starhub again to arrange an appointment to fix the netlink port. The person I called told me today July 21st July 4-6pm could come down to service. However, I received another call today that the arrangement is only available tomorrow, i asked whether is it confirmed, and he told me not able to promise me anything. I am really frustrated with the poor service, i have no internet since Monday and until today it has not fixed. And still have the audacity to say unable to promise that tomorrow can come to fix the broadband.

With such poor service, I am utterly disappointed in how Starhub addresses the customer needs, causing me to not be able to work properly for 3 days! Please look into this matter and take the necessary actions. I want to request for a waive off my internet bill.

Regards,
Feng Jie
fengjie.[protected]@gmail.com