StarHub
Reviews and Complaints

I have 3 accounts under my name. One account is used by my sister. When I transfered my sister account to mine, I have requested to terminate the auto roaming. However recently starhub start the roaming without my permission. They just push the blame on my sister and I for not setting up pin no, in order not to allow third party to access my account. They push the blame to my sister for subscribe it as she called in. My sister mentioned she only subscribed a Nepal package plan. But at the end the bill come out to be roaming charge of S$2000 for 1day. Starhub mentioned they do not have the package my sis referred. Now they expect me to pay for the bill and account for it. I questioned them why should I account for it as I did not ask for this and they allowed third party to access my account.

ATTENTION: CEO/GM,

I'm feeling so very frustrated with the services and attitude of your staff. I've tried to get across to your staff, the situation I'm in and was hoping to find a solution.

I've switched over to StarHub since the first roadshow in front of Takashimaya. And I feel that the standards of service has plunged since.

After numerous complaints, A Hub Trooper came and examine my land line and broadband.

Verdicts:
LandLine - "I can't find anything wrong. You have to call the Technical Dept. Maybe you have to buy a new phone" (Which I did. Later I engaged someone to look into it and he told me it's the cable inserting the wrong port.)
BroadBand - After performing a speed test, he said that I'm only enjoying about 30% of the full speed. He said that it has to do with the wireless router. When asked if he can change it, he said it's not Starhub problem as warranty has expired. Asked that I called the Tech Dep.

When I called, they asked me to call D-Link instead. Why should I when my contract is with StarHub.

I went down to Nex and told an officer about my situation, he said the new modem cud solve the speed problem. And the new TV Box will also solve the quality problem. I asked if they can rectify the speed before I re-contract but there's no such facility provided. Finally I agreed to re-contract.

Last Friday, a Hub Trooper came supposedly to install new TV-Box and modem. He said he can't upgrade my box as there's no data point. And he said he can't fix the new modem cause the space is too small. So, he said that Starhub will call me. When I told him about the 30% speed problem, he said "It's like that la. No choice". When I asked him why then should I upgrade to this speed years back when it's still slow? He said he doesn't know and I should call 1633. He's rude and arrogant and not helpful at all.

That was last Friday and I've yet to receive a call from StarHub. I've already paid for the re-contract.

I'll gladly meet up with the CEO or GM to give a more detailed account of what's happening, provided StarHub top management bothers about such situations.

Regards,
Jeremy Tan
[protected]@gmail.com

Terrible time every now and then when I headed down there. The queuing system definitely has a serious problem. I waited for an hour just to speak to the customer officer. I wondered how the system works as the person came before me would be ahead of me at the counter speaking to the officer.

While waiting, I realised that the system works in a inefficient way,

1) set-up boxes services, returning or renting would be served first.
2) I pressed customer services was served much later.
3) do you restrict the time your officer serve the customers. Some customers at the counter would be there for coming to an hour because they bought phone form starhub?
4) did your staff choose the number to be serve as when I approached a staff, she seemed to get uptight and kept avoiding my queue number.
5) are your staff trained to speak to customer when asked about queuing matter?
Please relook into your queuing system. I'm sure investing in a more effective and efficient system would be necessary and i'm sure all customers would agreed with me with their horrific experience at your centre.

FRIDAY 10/11/17
@1356HR

StarHub:You have successfully received top-up of $ 15.00 from agent [protected].Thank you for using Happy EZ Top-Up.

StarHub:Main balance: $15.07 Expiry: 09/05/18, 0000hr. To save on internet charges, dial *123*300# to activate a data plan.

StarHub:Your $15.00 2.4GB data plan is activated and will expire on 10/12/17 13:56:22 hr.

SUNDAY 1627HR
RECEIVED NEWS

StarHub: You've less than 20MB data left.Any excess data usage will be charged at $0.07/10KB. To check data usage or activate data plan, download

Happy Prepaid App or dial *123#

First of all, shareplus number register wrongly makes me cannot upgrade shareplus number service. When contact customer service several time, no follow up from them and issue not fix. Even go to customer service at Dhoby Ghaut, they also keep saying system down and need us to wait. Wasting time and money to travel to customer service but problem not solve. Frustrating service. If you cannot provide service on time, pls do not wish to collect money on time too.

I wish to complain about a disappointing experience that i'm facing with Starhub and to my dismay, it is one that i will never forget and quite honestly i am shocked and disappointed with how the situation was handled from a customer service perspective. I have been a Starhub Hub Club customer for the past 7 years but from what i went through the past few days, i can see that Starhub do not really care about their customers.

One of my mobile line was suspended on 3 October ( Mobile No: [protected] ). I understand that i have outstanding amount that i need to pay in order for the line to resume its service. There was no notification given or even a call from any Starhub representative stating that my line will be suspended. In normal circumstances i would have expected the line to be barred but i should still be able to receive incoming calls. However, the line was suspended totally, and i couldn't even receive incoming calls. Immediately i made the necessary payment online and called the hotline number and requested for a service resumption. I was told that the line would be resumed in 1 hour. I waited for 3 hours and yet my line has yet to be resumed. I called the customer service centre again to check on the status and was informed that there is a technical glitch with the line resumption and they are looking into the matter. Apparently, it was due to some compatibility issue with the mobile wallet set up on my phone. I find it really strange because i did not even setup any mobile wallet function.

Nevertheless, i was patience enough and understand that sometimes technical glitches occurs and checked with the customer service representative on how long before my line can resume its service and i was told that it will be fixed within 24hours. I waited and waited till the next day and the line is still suspended. Called the customer service centre again on 4th October and i was told the same issue and that it will only be resolved in 24 hours. I waited again and yet this has not been solved and it is already the 2nd day i am without a phone line. I called 4 times on 4th October and each time i was informed the same thing, that Starhub is looking into the technical glitch and it will be resumed within 24 hours. And this time round i lost my composure because my issue is not being solved. I lost my composure and threatened to cancel the line and change to a service provider in hopes that Starhub would at least expedite this issue i'm facing and i expected the line to be resumed on the 3rd day, 5th October. Unfortunately, nothing changes.

Called the customer service centre again in the morning of 5th October and requested to speak to a manager instead as i really need to escalate this issue to a personnel of a higher ranking that can help expedite this situation i'm in and unfortunately i was told that the managers are busy and that they will arrange for a call back by 6pm. So here i am again being told to wait and do nothing for another day without a line. I called for more than 10 times and no one does anything. No manager called me on that day.

At the end of the 3rd day, i called the centre again and very frustrated because no one is entertaining my request and no one bothers about the importance of me not having a line where people couldn't even reach me. I was shocked that your customer service rep said that all they can do is to get the managers to call back and submitted the order to expedite for a service resumption. It was mentioned to me that they are based in Malaysia and do not have the proper channels to escalate this matter to a higher authority.

And this puzzles me even more knowing that the Customer Service can only entertain calls and repeat the same issue why the line cannot be resumed and that they are looking into the matter and that a manager will call back. I called more than 10 times and each and every representative mentions the same thing to me.

I really do not know what else i can do and who i can relate this matter to because even the managers do not call back. How long am i supposed to wait for my line to be resumed? Is there no technical support in Starhub to look into this matter?

I hope you understand the frustration that i am facing and i believed if you were in my shoes, you will be frustrated as well. Imagine that no one can contact you and you can't even contact anyone and your own Telco provider can't do anything.

I hope that with this email, you will be able to link me to the proper channel that can help solve the situation i'm in.

Thank You

Melinda Wong
S8069221H

I called up 1633 yesterday, 4/10/17 to enquire about SH home Go but was told by Vicky if I do not provide my Full name/ NRIC/ DOB and home address, their sales staff will not call me. So I asked for a call back and a supervisor named Thran called back late evening at 1900 and promised to get his sales team to answer my query for porting my service. Waited entire day and is now close to 2200 at night. No calls from starhub. Utterly disappointing customer service!

I called your headline, to enquirer about new application on home hub go, but your sales person whom doesn't qualified to be in the sales team, have actually made me so irritated, all her answer was yes tats right, when I even ask her so if I don't like this promo I should terminate and go to another service, for that also she said" YES THAT'S RIGHT" I simply cant understand wit type of service star hub is providing, even when being a loyal customer you're bring treated like this is the morning, and she made my morning .

I hope star hub will look into this matter and revert back to me, her name is KAVISHA, and she is from general service and broadband hotline,

I noticed last 2 month got unknown billing charge from starub which I did not purchase. All these unknown charge occurring after 1 AM to 5 AM when we all sleeping. Also all the movie in the list not from our language (Malayalam). I came to know from my Tamil friend this movies from Tamil language which my family members not understand or speak !

This Video on Demand charge is very abnormal and alarming.
FYI:
We are non-Tamil Indian and do not speak or understand Tamil language.
The movie showing in the list watching many times in abnormal timing.
All the viewing time is after 1 am to 5 AM. During this time we all sleeping!
We do not have small baby who play remote after mid-night. My kids are in Secondary 1 and P1 and we already educated about the remote control usage and strictly ordered not to purchase any program or TV.
We not used any VOD function in past. If it is coming in past it may be due to similar case.
Yesterday I checked my set-box VOD purchased History showing empty! If I purchased through remote I expecting to show in purchased history list.
When reported starhub 1633 (customer care) they escalated the case to Technical team and within 2 days confirm “No issue from starhub… and not able to waive-off the IPTV charge”
I doubt this issue may be due to some starhub back-end system issue related to billing or data collection.
I am loyal starhub customer for last 15 years and this is first time I getting very irresponsible support when reporting such serious issues..

My contract is ending this month and I need to decided to use other service provider in future...

FYI- I just attaching here the Unknown charge and Set-box empty Purchased history.

I was on Singtel Mobile with Starhub Broadband and TV. Upon chancing a deal on Starhub Mobile plan, I decided to re-contract all services under the same service provider.

I was told by the sales staff that apart from changing of the wireless router at no cost, I would get a new set-top box, to be changed for free. He reminded me to bring my old set-top box together with the accessories and HDMI cable for the change to occur.

After a month, little did I know that upon arriving at the Service Center that it was Starhub's policy to change only the set-top box with a reconditioned set. I told them that the only reason I was bringing down this unit for exchanged is that the 1 unit failed to turned on, picture pixelated and remote was sometimes laggy. As I have 2 set-top box, I decided to changed both at the same time. It is quite frustrating that the staff explained that we as customers get confused with the word 'New'. It is more frustrating that it takes quite a lot of effort to dismantle all existing cables.

It is quite sad that a professional company like StarHub adopts a policy to re-conditioned all failed electronics and may unknowingly passed on sub-standard electronics to others. Starhub is assuming that their electronics has a lifetime usage. Worrying part, when the electronics failed, especially running 24 x 7, does it becomes a fire hazard to homes? When a fire does break out in your home, it will be good to claim from Starhub as they passed on re-conditioned electronics. Doesn't the This is, in my opinion not the appropriate interpretation of an eco-friendly methodology. Yes, the equipment is on a rental basis, but it is quite icky not knowing who else has handled the remote control previously, Handled by a deceased person or a person who has some potential biohazard risk? Starhub is precarious and insensitive to the risk and races in Singapore. You could actually get used Starhub equipment at the former Rochor Canal or online if one really needs.

My company (CWG Holdings Pte Ltd and Account no - 8.20023854U) just moved into our new office, and I applied for a corporate account with StarHub to have the internet access and phone line. My application was approved and the Internet access was setup quite promptly. I was asked to select the number for my company phone, which I did and submitted to the representative. I was told that this number will be reserved for me. I proceeded to print the namecards with this number for our staff, as well as the contact details on our contracts with customers. Subsequently I am just waiting to have the phone line to be setup. A few weeks after that, I received the billing and I found it strange that no phone line subscription was listed. I contacted the representative and he told me that he would check and revert. A few days later, he called me back and informed me that the number is no longer available as it was assigned to another company. I asked how this could have happen and I was told that the order for the phone line was cancelled, then the number was released. I asked if anything could have been done as this issue was not caused by me, and we had printed and distributed namecards and contracts with this number. I was just told to take up another number. I have a few questions below:
1. if an order is cancelled, shouldn't I be informed about this when the number was assigned to me?
2. there is no response at all, and we assume that everything is good and we proceed to print the number on our namecards and contracts. So now, is Starhub going to compensate us for the moeny spent. We are not even talking about the reputation damage when our clients call this number and can not locate us.
3. Checking with the representative, I am not able to get a satisfactory reply on what other alternative is available except to nominate another number and reprint all the namecards and contracts. As the issue is not resulted at my end, I will think that StarHub must do better than this to maintain its customer service standard.

I will appreciate someone can look into this issue and able to resolve this without us having to reprint all namecards and contracts. I look forward to receiving a positive reply from you. Thanks.

Regards
Clarence

My contact number is 9680 4956 and my email is [protected]@cwgholdings.com

I signed up a new line with a S8 through starhub website and arrange to have it delivered on Saturday (1 July 2017) between 8.30pm - 10.30pm. The courier man called after 9pm to say that delivery is not possible due to a SIM card problem. He suggested to re deliver it on the following day and SH will contact me again.

Called SH customer care at 1pm as I did not receive any update. Customer Care staff said SH will called back within 3 hours. I called back at 5pm since there is no call from them and the customer service manager said he will see to it.

The customer service manager Bryan called back at 7.15pm and claimed the phone was delivered earlier as per their records. I was at home the entire day waiting for this parcel and neither anyone knock on my door or called me on my phone.

It is now 9pm and I am still waiting. Can anyone help? I need the phone tomorrow morning.

I signed up for a recontract on Starhub website for my broadband service. I clearly clicked on "Recontract" instead of "New service". I am absolutely positive because I looked through that option carefully before proceeding. Starhub signed up a New broadband service for me at the same address and now I have 2 broadband services at the same house.
When I called them up, they insisted that I had requested for a New Service and demanded that I go down to the Main Store personally to cancel the old service. If I don't, I have to pay for both services. Even though I explained that I don't need 2 services and there was no reason for me to click on "New Service", they still insisted that I take the trouble to go down and cancel personally. This is highly disappointing service given that I have been with Starhub for more than a decade.

Hi,

I'm Arunadevi Rajmohan (G3009107N), yesterday my Husband shared my prepaid mobile number [protected] into a postpaid number in Shareplus plan.

But my Husband never asked to share, your custerservice person suggested this plan, but she never explained any of the rules and regulations of this plan. She given 2 new postpaid numbers, one is alternate for my prepaid number and another one new. While activating the plan that customer person said, she only activating my prepaid number in Shareplus plan.

MY HUSBAND SPENT $10.70 AS A ONE-TIME CHARGE FOR THAT USELESS NEW SIM, THAT PERSON NEVER INFORMED HIM THAT NEW SIM IS AN OPTION ONE ONLY. AFTER REACHING HOME WE REFERED THE BILL AND NOTICED $10.70 + $ 16.57 FOR 2 SHAREPLUS NUMBERS. WHAT IS THE USE OF PAYING EXTRA $10.70+$8 FOR A USELESS NEW NUMBER. YOU PEOPLE MUST EXPLAIN THE CUSTOMERS BEFORE ACTIVATING A PLAN.

AGAIN TODAY I ASKED YOUR CUSTOMER SERVICE, WHY I NOT RECEIVING ANY CALLER ID TO MY NUMBER, THEY AGAIN ASKING US TO PAY ONE-TIME CHARGE OF $10.70 AND MONTHLY $5+ FOR ACTIVATING A CALLER ID.

NOW WE CANCELLED THIS SHAREPLUS PLAN, BUT YOU PEOPLE TERMINATED MY PREPAID NUMBER AND AGAIN ASKING MONEY TO ACTIVATE IT.

DID I REQUESTED OR BEGGED YOU PEOPLE TO ACTIVATE SHAREPLUS PLAN, YOUR CUSTOMER SERVICE PERSON ASKED US TO ACTIVATE IT AND NEVER INFORMED US ANYTHING. THIS IS DISGUSTING. I LOSTED $10.70 AND MY PREPAID NUMBER WITHOUT ANY USE.

""" STARHUB IS COMPLETELY CHEATING, FRAUD AND CRIME NETWORK. STARHUB BLACKMAIL CUSTOMERS TO PAY MONEY FOR NOTHING"""

HEREAFTER I NEVEREVER GOING TO USE STARHUB IN MY LIFE, EVEN I WILL SUGGEST MY FREINDS AND RELATIVES TO NOT USE YOUR CHEATING NETWORK.

I signed up Home Hub Go plan in last May when I moved into my new flat.
I am paying $180 per month for mobile, fiber broadband and cable TV.

Firstly, I have been getting an frequent inconsistent breakdown of internet service. My nephew's favorite TV channel got discontinued for random reason.

I decided to terminate my line due to their poor service. The penalty was $1488 after 1 year. When I called the customer service, it eventually became my fault for not calling their hotline to report the internet failure.

For those who had tried calling their customer service should understand how I feel. Totally give up on starhub. You can use their service at your own risk!

My broadband at home show los red led blinking and not working. So all starhub tv, wifi and phone line are not working. When I call to check, they can't find out the issue (This is very common) and aaid technician will call back to me in 24hours. This is rediculas for customer to wait for 24hrs without wifi access. Then I request to waive my mobile data during the broadband down time because I have to consume own mobile data. But the customer service say this can not be done! What kind of service is this starhub, your own fault and want customer to bare for it?

Dear Sir / Madam,
I had subscribed to StarHub Cable TV which comes with 1 mbps internet, recording facility. Due to some technical fault with the set up box, I have swapped the old one with the new set up box which has no recording facility. To my surprise, 1 mbps internet also not available with the new set up box. Few months back I had renewed my cable TV contract with starthub where I am a customer of starhub for more than 5 years.
I have contacted customer care on 30th Apr 2017 at 1550hrs from my landline number with regards to the 1 mbps internet and they said it is no longer available with the new set up box. While I was enquiring with the customer service officer, he just hanged the call without clarifying my queries.
Hereby I am requesting to enable the 1 mbps internet service till my contract expires or else kindly terminate the contract where I will not pay any early termination penalty if arises.
I have subscribed star hub cable TV mainly due to 1mbps internet service, if that is not available with the new set up box then no meaning for me to continue the contract with the star hub.
You may reach me with regards to the above matter.

Thanks and Regards
Murugan

Intermittent broadband issues since Nov 2016 (5 months now).

Everytime when a suggested solution is tested (i.e. change of router, change of cable wires, restart modem, restart router, etc.), technical services always suggest for a week to monitor and they would call me back.

However, the follow up was bad and it is only times that Starhub kept to their promises to call back. Calling Starhub again on their hotline to get to customer service when issue arises again after 1-2 weeks is a waste of time (waiting almost an hour everytime to get through). And this has been ongoing for the past 5 months.

At last after all suggested solutions are tested (4 months has passed), Starhub then suggest that maybe it is the network issue on Starhub's side. They checked admitted that it is the network issue and made changes on their end. This time, I manage to speak to the Technical Services Manager/Network Manager (a pity I didn't remember his name). Explained that my issue has been recurring and requested for him to call me back after a week. Also told him that this has been very disruptive to my work, given all these downtime, it is not fair for me to pay the full subscription fee every month. He says he understands and let's fix this issue before we discuss about the billing fees. No call back received (as expected).

After 1.5 weeks, intermittent network happens again, I restarted the modem and router and it works this time. Network is back up, but still no call back from anyone from Starhub till today...

Such unreliable network and customer services from Starhub!

The Internet was disconnected a few days back around 3am all of a sudden (don't question me why I didn't sleep at that time, I do notice your network extremely slow during that time for quite long). Called a few times each time got different answers without the problem being solved. Your staff kept on promising escalating the issue up to the sky, but when will it fall down on the earth? Latest reply was that the plaza singapora server(?) error. And staff promised to fixed it remotely but refused to make any commitment on when it can be fixed. I know StarHub is the rich boss, but to run business this way? I will make sure everyone around me and in Facebook hear this and decide for themselves for next sign up. 0 / 5 stars. Really sucks

Here's a copy of my email to Starhub Customer Service

Dear incharge,

I am writing to you to enquire regarding my data roaming which have been deactivated since last December 'due to high usage'.

User's Name : ***********

User's IC No. : *******

Mobile No. : ******

Please note that I have requested for a reactivation of the service since then.

I have verified that there was no incoming calls received from my mobile number [protected] ever since I reached Jordan 3 years ago.  Usage of stated mobile SIM overseas limits to OTP via ibanking or CPF accounts.

In addition to that, I realised that incoming calls to the above mentioned number was being forwarded and directed to another local Singapore mobile number, which without doubt did not receive an overses call, nor did the user went overseas herself.

The last time I called in to the hotline was on 13th Feb requesting for a callback and update but to no response from your side despite being asked to provide my overseas contact number and email address everytime I call in.

I remembered speaking to Lufias and Kenneth from Billing Dept on 6th Feb and was promised an update by 3 to 5 working days later, but I am still waiting.

Do note that I called in many times since Dec 2016, but your side failed to provide proper explanation, leaving a user to doubt whether or not did any of your departments did any rectification or investigations on the above mentioned matter.

Surprisingly enough, a letter requesting for payment came in.  And as advised by one of your call agents, I will not make any payments of the UNUSED DATA ROAMING CHARGES.

Thanks.