StarHub
Reviews and Complaints

Starhub, Singtel and Netlink Trust not able to open fiber port to use Starhub TV services for 21 months. Inbetween their management promised over phone to waive fees if service cannot be connected. Now senior management finally came back with 0 dollars waived, while middle management earlier offered to waive some few 100 dollars aleardy. Lying and unacceptable to charge for service not delivered.

Hi
I am a subscriber of STARHUB in Singapore. My STARHUB account no 1.12679446K subscription ID: TV0000236693

My June 2021 bill amount is $52.80 whereas my July 2021 bill amount is $67.80. I have seen fiber link access charge creped in? See attached bills

I am deeply frustrated by this sudden additional charge without any prior information and explanation. I am a loyal customer for nearly two decades with STARHUB.

Now I don't see any value in being loyal, I need to explore moving to SINGTEL where I currently have broadband, mobile and homeline, if I bundle Singtel TV also, I will be able to get good advantage.

Your sudden additional charge is forcing me to move away from STARHUB.

Hope you understand my customer experience with STARHUB.

Please let me know if you want if you have any difficulty to keep my billing similar to the June month amount.

Please reply to my email
ramadoss.[protected]@gmail.com

Thank you
Best regards
Balaji

I repeatedly cannot link your upgraded HUB ID to my postpaid account. see attached photo of starhub error reply message

David Ng
[protected]@gmail.com
[protected]

My 30% hubclub discount on mobile line [protected] and [protected] was removed by billing department staff. On 8/7/21 and 9/7/21, When I called hotline 1633 to make enquiry, they told me that because I dropped my starhub TV, I'm no longer entitled to 30% hubclub discount. I'm so angry because this is nothing to do with whether I'm a hubclub member or not simply because my billing address is under my daughter's address. My daughter helped me to nominate my mobile line [protected] and [protected] to enjoy 30 % discount. I think your staff need to go for re- training as they are not aware of such scheme.

I won this rewards at starhub on the day Euros played their 1st match ...had this code to watch for free, but there is code error, .contacted starhub by fb and email, up to now 1 month, going into the Final, they say they will be looking into it ! And all they said is sorry but nothing else. 1 month and nth comes up till now ! Been disappointed with them n
Without any Plan B approached ! Incompetent teams ! They do not bother about consumer and update them, they just let it slip by, better to let customers forgot about it ! Feel Scam by them !

hi.

i m really annoyed with your Mr Noah from 1633 (. i called this line slightly before 6.25 or so. i was enquiring about my netflix issue. layer i had him to return my call which he did and then he refused to put through to the manager in charge and refused to give me his full name ie NOAH …… too.

Firstly HE WAS NOT MUCH OF A HElp AS HE WAS Unable TO understand ME AND HE WAS NOT ABLE TO SPEAK TO ME WELL ENOUGH For ME TO UNDERSTand him

when asked to speak to his manager he refused to do so and instead told the manager regarding my issue. and he even dare to ask me the reason i want to speak to the manager in charge. he is obviously not doing his job as you can hear i have raised my voice at him many times when he refused to arrange fir the manager to contact me. this was at around 6.50pm on july 7 2021.

please arrange a call back to me at [protected] either today or tomorrow before 2.00pm because i m working after 2pm

no at 7pm on july 7 Mr. Noah said he has arranged a call back from a senior staff and i said no it's from the manager. why is mrNoah trying to avoid me speaking to the manager. anyway he said the MANAGER WILL CALL ME WOTHIN. 2 hours and when asked fir the name of the mangers he said they are many managers today. please explain. i very sure there would be only one
manger overall in charge for this shift or …..

thanks

1. Overseas for 3 weeks now, unable to make or receive any phone calls.
2. As I can't call StarHub with my phone, I have to use another phone to call customer service and StarHub has been charging me for those calls.
3. I have been charged SGD313.51 today for services I have not used.
4. The SIM only plan 4G [protected] is not working and you are charging me for it as well.

Dear sir we are filing a complaint on the above bill, the service man came he told me rajinder singh s1160802, the subscriber that the charge would be about hundred dollars, I protest again the charge of hundred dollars, I told service man I am subscriber of starhub for more than twenty years, further more I have three starhub phones signed with starhub, I decline all payment, further I received bill of two hundred eighty eight dollars, therfor I am informing your good office that I would refuse these aburd payment, rajinder singh s1160802g thank you hp [protected], they want to offset fifty dollars, I refused the offer the job could be done with less than fifty dollars, t, y, v. M

All Dates in 2021

25th May - I called up starhub for recontract of broadband services as my current plan had expired. They guided me to use the app for recontract. As a customer i was not aware that i am downgrading the plan to 500MBPS from 1GBPS. I spoke to 3 different representatives and none of them advised me against downgrading, nor the app gives a comparison screen of the current and to-be plan.

26th May - I got an SMS that you plan has been downgraded to 500 MBPS from 1 GBPS

27th May - I call up starhub and they say its my responsibilty, though they have a view on i am downgrding my plan they are not liable to keep me informed. They advised to go for 1 GBPS by talking to sales team

27th May - I spoke to sales team of starhub, they told me they can help me upgrade the plan but i wont be enjoying any promotion (3 month free subscription) as i am already under the 500 MBPS contract. Then they advised me to take a buy-in from the other team. Essentially no team takes responsibility.

30th May - I dont upgrade my plan, as it will cost me much more without promotion as well. So I apply for relocation.

31st May - Starhub says that the fibre point in new home is not terminated and asks me to call Net Link Trust to check on status. They say they have limited say here.

1st June - 3 days without broadband services - The Net Link Trust says that the port cannot be terminated by them unless the previous tenant requests a termination via their broadband service partner. I cannot check on my old tenant as i do not have his contact and he is not in this country anymore. The owner of the unit also cannot terminate.

2nd June - I call starhub asking what should we do. Starhub says they can activate other fibre point, however it will cost me $120

3rd June - I continue without services and no one from starhub updates me. I have to reach to them and explain everything to every representative from begining and without any solution.

3rd June - 10th June - I had to work from office as there are no wifi services from starhub during the lockdown. Ideally this is a risk and i am well aware of it, however i dont have a choice.

9th June: I requested starhub to activate other port, but they charge customers for the activation and they dont take any exceptions here, they dont even consider customer travelling to work as their risk.

10th June: They asked me to suspend the services and then resume so that create a case for activation of other port (my guess) there will be additional suspension charges levied.

I ordered online to recontract my homehub services, 17 May 2021 I received a confirmation order that delivery and installation will be on 25/05/2021 6-830pm. My service was alredy unavailable around 7am of 25/5! I endured WFH using my phone! 9pm i called 1633 to ask where are the guys?ILizzie attended to me and i waited very long just for her to say that she already made a report and wait for 24hrs for a call back, 26/5 12pm i resulted to contacting facebook
2pm twitter.the whole day of 25th and 26th no internet.twitter says they request 6-830pm tech visit for me and again didnt happen, after that twitter asked me for my preffered date and time-again another no brainer so i said 27/5 at 8am so i can work by 9am?and guess what? didnt happen again.
i asked to cancel my order and account- at 11:35am tech guy called to apologize and he said trying to get team to resolve this afternoon.
how can you allow the customer to suffer this much when you know that internet connection is very critical at this moment, how to work from home?use doves to send messages and document?
How can you cut a service prior to installation that didnot happen?
you cut my service remotely but you cannot resume till now?
few mins ago, starhub sent me a contract to sign.

Chen Duanneng
3:15 PM (0 minutes ago)
to customerservice

Dear Team,
We gladly appreciate the business relationships we had with Starhub for up to 10 over years. It is with great sorrow that I write to you today regarding the upsetting experience with your services as well as your employee.

We have called the starhub hotline to enquire on the removal for Disney Junior channel. Yes, I do understand that this channel has been removed since the end of 2020. We have assumed that this might be just a temporary arrangement only to realise at a later stage that disney junior is going to be removed from the package FOR GOOD. We signed up the current package mainly for Disney Junior. our package will not end till May 2021 and for that few months, we had been paying for a channel that we are unable to watch.

We tried to call Starhub a few times and many times, we were unable to get through to an officer. When we finally got through, we were being transferred 4 times. Why is this happening to starhub? they just push my case around to one another & end up in some other department who don't even know why he is answering my call. Patience starts to run out when you need to explain your situation to the staff Jho Phi for the 4th time. When we asked her "is it that we have to explain the situation again? " her reply was "you have to because i don't know what is your query" (without empathy even after we informed her that we have explained the situation for the 4th time).

After we explained the situation to her, she informed us that there is nothing she can do and she cannot bring the channel back. we further query on how come there isn't any news or sms to inform us of the removal, she mentioned that they have published on the TV which we weren't aware of. YOU CANNOT BLAME US FOR NOT WATCHING TV RIGHT ? There should have been a formal letter or something to make sure we received the update. When asked if there are any recovery measures? she says she can only tell us that she is sorry. other than saying sorry? she continued with another sorry IMPATIENTLY. I was fed up with her poor and unprofessional attitude. She made us feel as if we are not worthy of her time. We are extremely utterly disappointed in her.

I hope actions will be taken to discipline your employee to prevent any similar incidents she might have with her other existing customers and hope you can look into the early termination of Disney Junior and propose a recovery measure.

i'm going to file a complaint at CASE as starhub did not fulfil the contract of providing the service that i'm paying for.

My parepaid had 70gb in which monthly I topup using the same svc to port over unused data. This month they ate up my 70GB! And 800mins of calls. Prob because my usual topup package had bonus of additional calls, etc for that month. So they confused it and ate all my money?

Contacted Starhub cust svc, they said their system cannot pull out, system slow. Gave me all wrong infos like 500mb left (WTH! I topup the 25bux data package). Then ignored my problem again. I'm scare of starhub, seriously. They also impose different plans for IDD, Calls and DATA hence you've to pay at least 3 diff packages. Whats worse they have like 2gb @18 but 20GB @25 all to manipulate users to pay @ max cost.

Whats more their unlimited Sunday data? for many sundays the speed trottled (or system down?) to an unusable speed can't even surf or watch anything decently last weekend and this, until only around 9pm then the speed resumed to normal. That's very lowdown of STARHUB!

That is why I'm here to say I'm too fed up with [censored] starhub and won't ever touch it. Getting new 3rd party telcos at least at 1 packaged include call+data at much lower cost. Starhub should be ashamed, boycotted and blacklisted.

Hi sir,
I am Ritikesh kumar Prepaid Starhub Mobile Number -[protected]

They have Deducted All wallet balance repeated. Last month I received my money back in one month, but after two days they deducted again.total Deduction -$76.55

Starhub Customer services replying In the mail same as it looks like copy & paste  by customer service.we have so much conversation but the result is same.

Please Provide me another Email id address to complain regarding this issue. 

Hi,

Technician came to my house to install the fiber for a new contract . The appointment was given 2-4Pm. I was 20mins late and informed also that I am on the way to reach home. Once I reached, it seems he was extremely furious and before started installing, ask me to sign on his Tablet. I asked him, you install first in the mean time I will check the details and signed it. He said, no no its already in your email, signed now and now. I didn't understand why he forced me in first instance. When he started installing, and finished in 5mins (we all know its not a big job if fiber point is there) and said signed another form showed me. I said you are installing first time, we need to check signal strength in every room then he was so annoyed and started I would take out all installation equipment now . I said you called StarHub customer care we can talk then he didn't listen and took all things and went away from there. He was so angry for what I didn't understand he started abusing. I really astonished by his behaviour, and decided to drop StarHub contract at all. What kind of training StarHub is giving to their technician who are representing StarHub. I can understand to train on behavioural is difficult but stringent action taken against this kind of people would be save company's image.

I have been attempting to renew my existing contract for TV and cable broadband using the StarHub website and my Hub iD.

The website has a "button" that is labelled "Recontract". However if I push this, and fill out all details of my account, I eventually receive a message saying that I should expect a phonecall.

My contact details on my Hud iD include the landline in my office, hence your "Sales team" have been unable to contact me outside of office hours.

I have had numerous emails with both the "Sales Team"; and "Customer Affairs department", without any resolution.

I have assisted the "Customer Affairs department" by send them, at their request, screen shots of the various steps I have gone through on the website.

My emails have been answered by several different individuals " Customer Affairs" department, most of who appear not to have read beyond the immediately preceding email.

I have asked the "Customer Affairs department" to provide me with details of the contact details of the person or department to which I should address a written complaint about the matter. This request has been ignored.

I reach thai on the 25th of march, and I activated the data travel and I am being charge $24.12 on this why? Since than my hp data roam is off and on 29th 1429hrs my sms prompt me that there was a $10 charge on data again.
If I am already aware that there is a data travel plan which I have activated on the 25th of march why will I be using the pay as you roam.. Hope ur back end customer service officer can verify this issue, I have been yours customer for several years. Hope to have the unnecessary bills waive off.. Below are the pic that I will attach thanks and hope to hear from you soon.
My contact [protected]
Email to contact me :[protected]@gmail.com

When you remove FOX CHANNELS, why werent we informed? And any compensation for us from starhub? I sign up with contract WITH FOX CHANNELS.. just because singtel tv got the rights to air those channels, starhub just cancel from subscribtion without compensation.. if i cancel my subsciption i get FINED.. how about starhub cancel my channels that i PAID for? Nothing..
Frustrated!

Hello. I am the user of Starhub broadband service since last one year and till now the service is very good. But starting from 19th March 2021 I am shocked to received the worst service ever. 

The internet stopped working on 19th March 2021 morning and I immediately raised a complain to Starhub. To my surprise the technician visited my apartment with in 1 hour, I was so amazed with the service. The technician mentioned that there is a fault in the signaling and the issue will be solved by that day or next maximum. I explicitly asked him that if I have to followup/initiate any separate call for that or not. He replied that I dont have to do anything, everything is taken care and the issue will be resolved within 24 hours. Believe me thats the last response I received from Starhub. I was simply sitting at my home to somebody come and fix my issue. After that I never received any call/sms/mail from Starhub. Out of my curiosity, I made another call to Starhub on 19th March 2021 at 7:26pm to find out the status of my issue and the customer care executive replied that I dont have to do anything as he will send the Netlink personal to fix my issue by 20th March 2021. Next on 20th March 2021 at 12:30pm I made another call to Starhub to check on the progress of my issue, the customer care executive replied that "as I called" he is going to make appointment with Netlink and the next available timeslot is 22nd march 2021 at 11am to 1pm. He said that the appointment is booked and I will be receiving the sms and email in next few seconds. But as I didnt receive any mail/sms I made another call at 4:48pm. This time the executive replied that "as I called" he is going to make the appointment to netlink which will be on 23rd March 2021 at 9am to 11am. To my wonder I found that I as customer is responsible to move forward the trouble tickets. Its when I call the customer care then only they initiate to work on my trouble ticket.

Hope the issue will get resolve in next few months.

I'm very frustrated with the customer service hotline. On 5/3 I called to terminate my starhub tv contract which expired on 9/3. The appointment was schedule at 2-4pm on 9/3 but I called to rescheduled the appointemnt to 17/3 at 2-4pm. On 9/3 I received a phone call from the technician which I'm unable to answer phone call as I was having an interview. Apparently the reschedule of appointment was not intiated. Till today 11/3 customer service still unable to confirmed my reschedule of appointment on 17/3 at 2-4pm. The service standard has drop tremendously. Please revert back to me as soon as possible. Thank you Clairis Lim

Moved homes and notified Starhub to shift services 1week plus in advance.
There seemed to be a error from their backend team and we were without any landline, internet, cable services for 10days.
Trying to call them while unboxing and settling down is the added stress of long hold time and constant disconnection and robotic words from officers.
Written a few emails and the reply is compensation of 10 days of $20. Unfair and lacking to make up for what their customer has been through apart from the time and energy plus exceeding our mobile data. When asked to have a manager call the officer asked us to call them on their hotline and expect for long waiting time which is a dreadful thought having called the past few days with hold time over 40 minutes each call. Having seen a few reviews they seem have way to many complaints and issues in hand.
Kindly share your direct Starhub number and I will contact you.
Thank you.