StarHub
Reviews and Complaints

I'm a Starhub subscriber asking Singtel Mio now my package is broadband internet, fixed phone, mobile data 1 GB free and Starhub tv package. If the same package goes to your Singtel Mio, how much will be monthly subscription? I wish to change provider as I don't like my current new ang moh Starhub CEO as he's very stingy! You must tell your CEO, we are your customer, not your staff! You can retrench your staff but not squeeze your customers! Cut cost? Why don't you go and cut off yourself? My issue here is he's trying to trim down the number of rewards we can redeem our points. Do you think the Starhub going to maintain as No.2 telco like that? This is Protectionism of another kind! To protect Starhub's shareholders' interests, rather than for their customers! Then please earn your money from your shareholders! If revenue is so important to Starhub, why don't Starhub venture and invest overseas to expand your business? Just like Singtel. Why come to squeeze your customers and retrench your staff? That's why I said CEO Peter he's a good manager but not a great businessman! I think also greatly Zain Saudi is so big there in the Middle East they also wish to expand their business, maybe this guy cannot deliver! How is Starhub going to satisfy your customers? I may visit your Starhub HQ one day to repeat the same question. Maybe I wish to see your CEO Peter. When I said to visit, I mean it, as I ever visited your HQ last time to ask for urgent help, during your ex-CEO Tan's era.

Every customer service from hotline or representative from Starhub outlet that I approach will get a different answer with the same question I asked, and makes me travel here and there. At last I reply on SMS about the service, and there is a customer service officer contact me on the next day but I was busy and ask to call me back in half an hour time but end up never call also. Is this the right way to serve your customer?

I went to Maldives recently and bought Starhub's data travel plan of 3GB. I did not realise that Maldives is not covered under Asia Pacific and got a bill of more than $350 for data roam.

Despite my request to waive this on goodwill given it was a genuine oversight, and Stahub was not clear that Maldives is excluded in its data roam coverage, and the fact that I bought a data travel plan was further proof of my ignorance, Starhub would not do a full waiver.

I have been a longstanding customer of Starhub and given Starhub would not make any exception for this for just a couple of hundred dollars, I have decided to switch provider and will be terminating my Starhub contract shortly.

Quite a shame that given all the competition within the telcos and Starhub spending so much effort to win market share, it would rather lose a longstanding customer for a couple of hundred dollars.

Found in Scoot in-flight magazine from Bangkok today. After landing in Changi Terminal 2, I went to starhub counter on arrival hall. Lady there said not available. She looked at starhub web page from my mobile phone which said it could be purchased from starhub counter and a few more venues.

Finally she pointed at UOC currency exchange. I went and got one. After replacing new SIM I could not get internet to work so I went to another starhub counter near the first one (dont know why they have 2). Lady set up a few parameters and said done.

After moving away from the counter, internet did mot work. I went back. She looked more cold amd annoyed amd asked where I bought sim from. After I replied she said go back to UOB for help.

I went back to UOB desk begging them to help knowing they were just a reseller. UOB ladies could not believe the story of this terrible service and mindset but managed to help me successfully anyway.

What a CRIMINAl service experience as defined by Ron Kaufman's UP Your Service book I read on the plane. Starhub experience is far below standard.

Dear Starhub Customer Service,

After spending more than 6 days without a phone line, finally, the problem has been apparently fixed. Let me start by clarifying that handphones nowadays are not only a tool to communicate but also part of our social life and work life. Being said so, I rely on my phone for most of my work transactions and any trouble with my phone line becomes a really big issue in my personal life as well as in my company.

To make things really clear, I will give an overview of the timeline of events which of course you should have recorded as well:

Saturday, November 3rd, My phone line gets canceled by an unfortunate mistake by one StarHub agent (Aan was his name) at 11 am
The same day I head up to the Starhub store {Store Visit 1} where I made my contract. Surprisingly, despite being the ones making my contract, they claim they cannot help and they tell me that I have to do it by phone yet, they don't offer a phone to call until I (sort of) force them to give me a terminal to make a phone call. {phone call 1} I manage to contact Aan who apologizes for the mistake and tells me that the problem is fixed and I would get my line back within the next two hours, He says that it will be a $15 charge for resetting the line which I suggest should not be paid by me since it's not my mistake, Aan agrees. I head back home. The line does not work after the suggested time.

Sunday, November 4th, I head to one of the main stores located in Orchard, after waiting for an hour line, I finally get StarHub agent to assist. After discussing the problem she tells me that they would call me to follow up. I had to explain to the staff that she will not be able to call me since I have no phone line. So I insist on getting it fix on the spot. After 30 minutes wait, she tells me that the previous agent (Aan) has been trying to contact me and has sent me emails, to my surprise, there are no emails from Starhub in my account. The agent tells me that my problem has been fixed and the line will be back to normal within the next two hours. I head back home. The line does not work.

Monday, November 5th, {phone call 2} I call customer service but somehow the information on my case is not properly recorded, nor followed up so I have to tell the same story over and over again. They tell me they are working on it but not provide any solution. {phone call 3} I call again in the evening and this time I ask them to record everything as an official complaint. The staff that assisted (Jasmine) tells me that she does not have access to all the information and that the case is followed up by Aan who is not available at the moment. At this point, I ask her to call me back the following day at 8:30 am sharp which is the only time I would be next to an office phone. {phone call 4} I managed to get in touch with Aan who, very apologetic, claims it's all on him, it's just his fault. He claims he has tried to contact me many times but he clearly knows I did not have a contact number. He also claims he has tried to contact me by email which is not true and I let him know that there is no email from his side whatsoever and that is a lie and he should not lie with things that are written if he doesn't have the supportive document. Which of course he doesn't have. After not getting anywhere, he tells me that he will get back to me on the following day at 8:30 am as requested.

Tuesday, November 6th, After not receiving the phone call at 8:30, {phone call 5} I call back customer service. I have to provide yet again all the information and speak with Yau Chun who tells me that I need a new sim card. I ask them to send the sim card on an express delivery to my workplace. The agent assures the sim card will be delivered before 1 pm. The sim card is not delivered and therefore I call back yet another time {phone call 6} after again going to the same story with Henri, I managed to contact {phone call 7} a supervisor (Jaclyn) who, unaware of the story, tells me that the sim card will be delivered the following day. However, after running thru the whole story, and acknowledging how big the problem has turned, she agrees to send an express delivery that same evening. The sim card is received at 6 pm with a rather upsetting email that states that I have to pay for the SIM delivery, which, of course, was never mentioned before.
I install the new card and to my surprise, it does not work either.

Wednesday, November 7th, I call customer service {phone call 8}, the agent suggests there is a problem with the terminal (my handset) and ask me to go to the store, however, I tell her that cannot be and if there's any way to test without having to leave my workplace. She suggests to try the sim card on another terminal which I do and it does not work either. She says she will reset the line and should be back to normal in two hours. She would also arrange for a call to my office at 3 pm the following day. Not fixed

Thursday, November 8th, customer service {phone call 9} (Addison) calls me, the agent says that the line requires to be terminated and reset, the agent says it will take two hours, however, at 6 pm the line is still not working. {phone call 10} I call one last time and they keep me holding for ten minutes after which the phone is reset and starts to work fine. I'm offered a month free of charges as compensation, however, I tell the agent not to worry about that yet,

By the way, I also tried to get assistance thru Facebook, but I understand you are still not there, the service is, please allow my sarcasm; hilarious.

During all this time, not a single time I've been offered a temporary phone line or terminal, neither have the agents ask for any possible assistance during the time that I have no line.

I wanted to condensate all my complains in one so it's easy for you to offer the required compensatory measures, at the same time, you have access to your own records to confirm the whole process. If you don't have the information, however, I can facilitate the conversations which were all recorded just in case you need to verify anything.

It took 6, 5 days, 1 useless facebook inquiry, 2 useless visits to the store, and 10 useless phone calls to get my line back.

I'm looking forward to seeing how Starhub faces this compiled complain

Sincerely

Hi starhub directors,

On the 7 may 2019 1.46pm, I have make a call to your hotline 1633 regards to reactivation of my mobile phone but however your people was telling me due to outstanding, payment have to be made in order for them to reactivate. I have told them the payment will only be make by tonight due to im working on office hours but however they rejected my request. Being ten over years customer of yours, it shows how much you value your loyalty customer. I spoken to one of your duty manager, luqman. This guy is not helpful and not willing to help.

I purchased a $15-00 SIM card in Singapore on the 10th Apr and was told that it would work in the countries that I would be visiting. I have not been able to use the SIM since leaving Singapore. Today we are in Vietnam and I am told that I cannot use the roaming as my balance is less than $3. According to the plan that I purchased I would have 1GB untill the SIM expires which is 6 months from the 10th Apr. Please adivse as I feel that I have been misled if this is indeed the case.

After the Fibre TV installation on the 15th of March 2019 at my residence at B891B Woodlands Drive 50 #04-197, S731891 my homeline cannot be used and the Internet service till today the 20th has not been activated.
I have called Customer service everyday since the 15th and everytime I was informed that they will escalate the matter.
I am unhappy with what is happening. If it was a problem for me to have my cable TV to be converted to Fibre a problem for Starhub, I needed to informed.
I want to know what is the issue. Kindly don't inconvenience me with calling Starhub everyday
Please revert
Thanks

Whosoever it may concern

My name is Rinkesh Desai, i had top up my starhub SIM, and had main balance of 64SGD.

Today am checking my balance, main balance is 1.84SGD

My starhub SIM number is [protected].

How 62 SGD disappeared without any usage.

Its an hard earned money, i need reply to my complaint
And i wish to get my money back in the account.

Waiting for your reply.

Rinkesh
Disappointed starhub customer.

I have applied porting of my starhub prepaid no. to postpaid since 26dec through online store. I have received the postpaid SIM card on 31dec but till date (5th Jan) the porting is not done yet even though I checked with starhub it have been approved.

Each time I called in, I been informed that it will be done within 24hrs, which now ended up I am been waiting for 96hrs and the case also have been escalate to the porting dept but still unresolved.

On your prompting i scheduled appointment to upgrade my TV connection to fiber through new box. Appointment was first schduled for Tuesday 11 Dec. Your tecnician came: "sorry sir you need a data point by your TV and to install a cable from internet box to TV datapoint" Appointments were taken by him on the phone with Starhub for the following day Tuesday 12 Dec: 9 to 11am for installing the cable, and 11 to 1 for the box and the google wifi.
On 12 Dec at 9: 30 am i called 1633 to confirm appointments.. Was told that the 9 to 11 is on the way but no trace for the 11 to 1. Ask them to double check. Was promised an immediate phone call back:nobody called back, but i received a call from contractor for the 9 to 11 am appointment. After 2 or 3 phone calls exchanges, it appeared that your contractor was not at my place and pretended that Starhub had given him a wrong address.
I called again 1633 and [protected] starhub hot line to complain and request clarification. On both calls i was promised that my case would be escalated and that some one would call me right back. It is now past noon: nobody ever called back.
Starhub people: what kind of services this is? You wasted my complete morning. I want explanation, official apologies and compensation for your mess. Please let me know how you intend to fix up this big mess!

I have been with starhub for 4 years, and use starhub tv, phone, broadband etc.
This is the second time that i have visited the starhub branch in westgate jurong east, and have been extremely disapointed with the service.

We are currently relocating, and wanted to know all the pieces we have from starhub so that we could return all the parts when we needed to. One starhub rep was very nice, and started writing down what we had to return. However, another rep, named Chia Hui Boon, got angry with the initial associate and refused to give us the list of items we needed to return. Additionally, every request we had, she asked us to dial 1633 to get an answer for. She was dismissive and not knowledgeable about starhub process.

I am very disapointed in this behaviour.

Kind regards,
Nicole

Dear sir/madam,

The purpose of this email is to address my company's total disappointment with the after-sales service provided by your organisation.

On the beginning of September, we were approached by your sale personal, Ms Sinah, to take up the corporate mobile plan offer by Starhub. This offer comes right in time as we are in the midst of expansion. Obviously we are also keen to explore new experience with another service provider. During the session, we clearly indicate all our needs, requirement and expectation. Out of all, the most important factor is we need to obtain this line within 2weeks time frame. All the above sounds well and good until then.

2 weeks later, we see no sight of delivery notice, I've follow up on this situation with Ms Sinah, only then we realise your organisation are unable to fulfil this simple requirement and the whole attitude and approach change. All promises committed by her had suddenly become a ‘not sure', ‘will get back again', ‘still processing', ‘not indicated' situation.

Until yesterday, we finally had the SIM card and phone delivered. Again, the phone is not the same spec as we requested. I have rejected this delivery since it is not as per our order.

It have been almost 1 month now, this has cause a lot of inconvenience to our company's operation.

I sincerely hope if someone from your kind organisation can kindly reply to us, to resolve this matter in a mutual situation.

You may contact me at [protected] or reply to this email address.

Looking forward to hear from your kindself the soonest.

Yours sincerely,
Helen Tan

To practice cutting off of calling, data and messaging capabilities after 1 month late payment? Is this how you treat your customer who have been with Starhub for so many years?

I made a reactivation request and commit to pay within 5 days. True, somehow I forgot again. But in the past Starhub will still make sure I can at least call 1633 to request for reactivation. Now it is a total cut off. I can't even make payment on my AXS app even if I want to. With the messaging cut off I can't even make payments online because I can't receive the OTP password messages. I have to find my way to my ibanking token in order to log in to ibanking to make the payment. If I don't have my token with me I would need to wait a whole day to get home and get it paid or somehow look for an AXS machine?

Is this Starhub way of punishing late payers or is Starhub trying to chase for payment. To me, this is blatantly a PUNISHMENT. Please review your processes and stop pushing your customers away!

I've signed two years contract with StarHub + S9+ 128GB because I saw the promotion while stock last. therefore I submit order immediately and port over the number from another telco. so I wrote an email to give Feedback to update the details on the website. seem like StarHub doesn't care about this issue.saying that 'Thank you for your kind understanding'. but didn't explain much, I decided to call and ask Starhub about these case.

but they just say that I received with no free gift without informing, because already stated while stock last. so I say out of stock why still showed the promotion. he says the free gift only main for S9+ 256GB. and mine no receive equal to Out Of Stock. but online purchase never stated that only S9+ 256GB can enjoy the Free gift.

as a customer, I feeling Cheated by them.
so now I know cannot trust 'Premium while stock last'. which mean that only for the target sales, and isn't real.

the attached photo is the S9+ 128GB promotion on the website.

Seriously, if a telco happily deduct the prepaid balance, refused to respond to queries, have a customer service number that can only be accessed via the prepaid SIM number and even when connected, put your call on hold like perceptually, censor the posts on such feedback in their Starhub community portal, I really don;t know if they bother about this complaint board. But what the heck...

已经接近10天的时间了，我还是无法使用data. sim card换了，已经检查APN是shwap。也不是手机的问题，singtel, umobile都可以4G.就只有你们starhub没有4G。任何方法都试过，你们starhub服务人员还是无法给与我答复，为何我不能使用4G. 在这期间我也花费多余的钱去购买其他的网际网络。请问你们如何处理我的损失与不便?

On 25 april around 1.50-2pm, I received a call from starhub. I was enquirering about my bill. And he replied me rudely with ‘what is the issue? You are not paying extra right? So what the issue' this triggered me so much as I was unsure of how things works and hope for a clearer explanation on why isit like this since it is not the first time my line is destrup due to late payment. But this is my first time being charge as pro-rated. Instead of explaining, he questioned me back with ‘you are not paying any extra right?' with a rude tone.

I hope a disciplinary action should be taken since his service is very bad and the way he encounter customer issue is so rude.

Honorable Sir / Madam,

I would like to get clarify about my current month mobile billing according to my Service agreement i have an promotion with FREE IDD 018 and I am using Starhub Mobile service about 5 years i never ever get this kind of error in my bill .
I hope it can be a system error kindly review again and revise my bill .I shown My Service Agreement and Current month bill for your reference to one of the Starhub outlets after they reviewed asked me to contact billing department . I contacted Starhub Billing department but i could not get satisfied answer from them .

Name : Ramachandran Dhineshkumar
FIN : G6244846L
Mobile No : [protected]
Starhub Account No : 1.14652369T

Kindly help me to look into it .

Thank you

Best Regards,
Ramachandran Dhineshkumar

My account no: 8.20025838A

In late November 2017 - I needed to relocate premises. I wrote to you for suspension of broadband services. Suspension was approved (Ref BBNC [protected]) by you via email on 22 Dec 2017.

Shortly after, in early 2018, I received your Bill asking for lump sum settlement because I had prematurely "terminated" my contract with you. Horrors! You suddenly and abruptly initiated unilateral termination on me and asked me to pay up? At first, I thought there was a mistake.

Then on 9 Jan 2013, I telephoned your customer service to clarify and was informed that it has indeed been terminated but they would help to put up "reconnect" request and this would take some 6 weeks to process.

Then yesterday I found in my letterbox, your demand and also your lawyer's demand as well for settlement. I am utterly aghast with the flow of events.

Please get someone to contact me on my mobile - [protected]