StarHub
Reviews and Complaints

Hi, I was assisted by Yong Quan from sales department, to renew my homehub 1000 contract and change my cable tv to fiber tv. First my appointments were messed up, which ended up in me waiting from 9am all the way to 5pm on Thursday 16th Feb 2017. That's 8 hours of sitting at home waiting which resulted in me having to change my half day leave to full day, as I was told before hand that the appointments would all complete by 1pm.

After which I was told my channels would show in a few hours. On Friday my channels were still not up, called up alot of times and was told to wait a few more hours.

Saturday it is still not up and I was told by the technical team that it will be up by latest 7pm, Sunday I was out the whole day and expected it would be up by night, but it wasn't. Now it is Monday 8pm and still it is not up and when I gave a call, they told me the same thing, "We will send a request to the relevant department to expedite this".
To sum it up, I waited 8hours at my house doing nothing waiting for the cabling and boxes to arrive, and it is a total of 5 days(and counting) that my house does not have any TV channels.

Kindly get back to me asap regarding this issue, it seems like nobody I spoke to wants to take responsibility about this. I find this extremely absurd and unacceptable. I would like to know who is responsible for this whole situation and most importantly when will my channels be up.

Thank you

A complimentary hair treatment was given to StarHub subscriber. The above company is a serial cheat providing simple hair wash at astronomical prices harassing and conning customers to sign more and more expensive worthless packages once they step into the salon.

StarHub should not time and again offer such rewards to their subscribers to be fleeced again and again. Please stop this promotion.

Your this service or sales manage gareth really trying to piss me off... Spoken to joyce earlier regarding the expire recontract date all settle n now the voucher not in system.. What is u guys doing I call n confirm n confirm again n yet everything is in a mess. Gareth told me he is helping by rising his voice which he is he did not, asking me to wait 1hrs for the voucher to be in by asking me tp wait on the line listening to your starhub song n wasting my battery. Did u guys train up your so called manager to treat your customers this way. I need a explanation on this.

I re-contract my hand phone line online on june 2016 with a 3gb upsize. Once I receive my contract, I checked through my contract carefully as history tells me that I should. And as expected, my 3gb upsize is not included in my contract.

I call starhub within the few days to resolve this. The cs say they will check and resolve it. No doubt, my bill came and nothing was done. I call starhub 6 different occasion to notify that I have sign up for 3gb upsize and starhub is charging me extra on the data. Its a torture to wait for someone to pick up and repeat the same whole story each time and hearing fake sorry each time. Was anything done? Nope!

Here I am complaining that I was charge unnecessary, starhub just keep sending me bill and reminding me that I have to make payment. Even starhub manager who called back and say will compensate the extra fee turns up to be empty promise.

In summary? I called. Starhub promises. Starhub lies. Cycle repeats.

Aug 16 to sept 16

Problem 1
1) aug 2016 - online change in sims only plan - completed in august
2) sept statement reflects change (Good)
3) sept 2016 - online portal still showing/charging (For next month bill) only "plan" which is 2x as expensive

Problem 2
Previous free services
Now "billable" without notice ($8/month + activation)

Starhub is sneaky. Please be aware. They make "unannounced" and "unauthorized" changes that will cost you money.

This is not a reliable or professional firm.

Add to this, customer service is also terrible.

Dear in-charge,

Im mr lau, my mum name lee ah eng, s1038657h,
Home tel : [protected]
Our starhub home broadband was register under her name.
On 30th of may, we called up starhub to check our re - contract status but the customer service had informed us that, last year of june, we had re-contracted the broadband, its so ridiculus on it. Last year, ie had made a few call into starhub customer service to check on our re-contract broadband but theres no such thing of ' re-contracted '
We had been using for starhub broadband and we dont even went down for to starhub retail shop for any re-contract for the past years
Please contact me at [protected] before we went to make a police report.

I've been using Starhub mobile line for 4+yrs. My mobile line contract ended in 2013 and in June 2014 I get a call from Starhub exec to subscribe to rebate of $2/month for contract of 24 months. Since I didnt have visibility of staying in Singapore for 24months so I never wanted to opt for such a contract as I didn't want to entertain any penal charges in case of termination of such contract. The guys over the phone said If I terminate before completion of 24months of this plan, I'd need to pay the pending rebate amount. e.g. Rebate amount : $2/month Contract : 24 months Total Rebate amount : $48 Terminating after 16 months : (24-16) = 8 *2 = $16 now When I wish to terminate this contract after 17 months, they are asking me to pay early termination charges which is $60. This termination amount is more than the whole rebate amount of $48. Now Starhub has changed their statement and want me to pay $60 for termination. If this would have been communicated to me before subscription, I'd have never opted for this plan. My stand was clear that I didnt want to get into any contract due to lack of clarity of my stay in Singapore. The exec compelled me by saying that I was not going to pay anything extra even If i cannot complete the term. The only thing I'd be paying would be the amount that is getting discounted. Kindly suggest what should I do in this case. Thanks.

Tonight, 20 May 2015. BBC Knowledge on Channel 407 on Starhub was supposed to be showing "Where the Wild Men Are with Ben Fogel" at 9.55 pm. Tuned in to 407 at 9.55 pm - checked the TV listing on the remote - yup - supposed to be that programme. What was actually broadcast was "Secret Millionaire USA". Ridiculous that STARHUB DOESN'T EVEN BOTHER TO EVEN GET THE BASICS RIGHT. Like putting a programme on WHEN it is supposed to be on.

And guess what - their so-called "24/7" Hotline had no operator - they were "closed for the day". And to rub salt into your wounds, there was an invitation to FAX your complaint into their fax machine. Is Starhub stuck in the 1990s? Shockingly incompetent.

I am, really totally disappinted, angry and upset over the bad attitude of starhub customer service!its utterly bad it cannot be excuse over the staff bad mood or neligence as customer have to see their mood?firstly this ANAND starhub staff he was so rude to me and didnt understand my queries and still have e cheek to argue wif me...so i call in starhub to complain and the guy han was quite helpful and he say he will request his manager to call me back, the third time i call in as i forgot his name it was a, lady philipine staff and keep asking my particulars and, put me on hold abt 20 mins or more this is AUTROCIOUS.. then after i call in again as i have not recd their manager call bk this was a lady
staff call KUEC she is really rude .. .she say they
already arrange and when i request for the manage
r
or it support she rejected me saying they are the on
e who gives advice .so arrogant...and even when i wnt check wifi matters i have to give my parent id wtf?…its just like they are interogate me instead of treating me like a proper customer.!and, i have to keep calling bk to check my.status and each time diff staff give me confused answers...this really is
unbearable...i.just needed the manager to call me bk.and ibstead of answerimg my queries they keep pushing here and, there and keep asking me to call the manuafacturer which i already know, what to do...all i need is their listen and time and manners which i dont think any of them provide this so called CUSTOMER SERVICE ...really bad and after i call in starhub to check my imel there was this malay guy staff call RAFFI .i tell him abt case and he didnt bother to follow up and sounded quite rude and inpatient he kept saying they cant do anything regarding wifi as keep saying logically only in charge of sms amd so...and ask him for manager to call me he dont care my worries and claim they already tols the manager which they lied.and, i ask for it suppirt and manager email he say he cant help.me and tell me email customer service what is the use huh with their lack of initiative and neligence and irresponsibility and, rude attitude to customer and no effort make and, kept customer waiting and waiting like a TOTAL FOOL
Finally i couldnt take it amy more today e last time i call in therw was this female staff call.kharla she check my.status and told me the previous Starhub staff have not recorded any notes for e manager to call me back !this is too much and abuse customer right and lie to the customer that they have taken effort which they have not...and still ignore customer request of complain or help needed!is that the way starhub treat their customers?if yes i now, know why so many customers left...this is, too frustrating and Terrible service from starhub .to think i have been a loyal customer for so many years.. they really shld not neglect customer queries or complain that is extremely RUDE and UNACCEPTABLE...and untill now i m waiting the manager call bk...but instead of the manager call bk that anand staff keep calling my mobile which i.do.not request his call bk this is harassment.i hope starhub will.not allow such things to happen again this is really UPSETTING FOR A LOYAL CUSTOMER...

Very disappointed with the customer service from Starhub
Looking at one shop service thus decided to have Networks, all Business Phone line & Mobile transfer to Star Hub services
But regret it was a wrong decision. What a Poor and Bad service partner - INSIRO Private Limited. The so call Manager can challenge to make complain give his name in a very rude service attitude.
Due to the lack of sales knowledge of INSIRO sales staff, our FAX line issue was not solve till 8 weeks later
which I had to call on StarHub Tech. to assist. and all the Testing out was to carry on my end and it was very frustrating.
Eventually require to change of Phone hub to resolve the whole mess up ( 2 whole months Business FAX was out of service ) due to the staff whom did not provide correct information to customer.
And to add this on StarHub had not even adjust our billing!
Next, follow up issue on our re-location of Phone line - Service carry out from Service Support Helpdesk Technical Helpdesk Customer Service. Can you believe it take coming to 3 whole months to relocate an existing line to relocate in the same complex, still till date I am still waiting for my line to be relocate. I am exhausted to call on them to follow up, Can anyone help So that the CEO can know what is being provided by the Customers Service

My complaint never seems to get resolved. For the past month and a half, I have frequent disruption in my broadband connection. My previous complaint was resolved, but only for a couple of weeks. The problem has surfaced again. Your customer care seems to have a fixation around making customers troubleshoot without understanding that the same problem has surfaced and when previously customer troubleshooting has not resolved the issue, it will not work this time.
To top off the customers already high frustration levels, call backs are always promised but never honoured. I was told yesterday at about 1.15 PM that I should expect a call back in an hour. It is now 10.00 AM of the next day, and there is no sign of any call back.
I am really repenting the fact that I went in for a re-contract late last year. I should have switched to M1 or Singtel. I am now stuck with this wretched starhub broadband connection for almost 1.5 years more. When a customer upgrades his plan he expects services to be better, but in my case the services have gone from bad to worse. I am seriously contemplating approaching CASE with my issue. I have already initiated my initial research on the method of carrying out the complaint. I will be calling them up tomorrow to take my complaint further.

Starhub is truly the pits. I took leave in order to wait for the technicians to come and install my tv/bb for a new home bundle contract. No one showed up! I rang them up and they said that the date on the computer was approximately one month later. I said that was ridiculous as why would I book a date that is one month later? They said someone will ring to talk to me within an hour. Ten hours later I am still waiting..

Star Hub has charged me for a channel they had no programming on for 10 months of the year . I subscribed to an event /tournament and obviously assumed that when the event was over and no content came on the channel i would not be charged.
However despite having no programming for 10 months they continued to charge 30 SGD per month for this. All discussions with them have been fruitless with them hiding behind the fine print of 'you should have unsubscribed". When i ask them "Unsubscribe from what since you had nothing on" they have no answer. This is clearly a scam with the assumption of the consumer is an idiot to be exploited.

Starhub stucks at pre-paid card activation. Purchased a new pre-paid card to retain old number due to faulty sim card. Did this on 1st may 2014. After many phone calls every 24 hours due to sim card not activated, the only answer the starhub hotline can give is to wait another 24 hours and that they have also send chaser emails.

If the hotline can only send emails and still noting cna be done after 4 days, it only shows how their service stucks!

Next time, better to port the number over to their competition than to stay with such poor service provider

Starhub worst! Worst! Worst! Customer service

I have been noticed many times when we call customer care it takes minimum 15 minute and above, and sometimes it takes more than that and disconnected.
Seems like starhub do not having enough customer care consultants in place and that’s why it is taking long waiting time to address a customer problems.

The fact is i’m starhub customer since last 10 years and experience this kind of ill response since last 4 years.
My recent experience - my mobile line was suspended as I failed to make payments, reason being to as I was in overseas and overlooked payment.

I accept that it’s my fault.

Once I made the payment and I called them to activate from overseas, they committed that line will be activated in 1hour from then.
But even after 1 day it was same dead line. I called up customer care from overseas again and it took 15 minutes to answer my call.
I was told that my line activation is still in-progress and same response 1 hour from now will be activated.

Omg how long they process a line to activate?
Practically I spend money to call from overseas for line activation, is more than activation charges.

Seems management is not monitoring and care about customer satisfaction.

I am shocked and surprised on the worst accountability and worst responsibility of starhub singapore services. I signed for broadband internet and cable tv agreement for 2yrs on 26th oct, 13, and they mentioned installation date 11th nov (9-11am). No body came for modem installation and then when I contacted customer care they said that no order has been issued to install at my place. I understood the communication gap happened from their side between their staff. But, but the worst part came later when I asked them ok no problem, I don't want your service as they denied earlier to have my case in their database. They replied " you have to pay termination fee". How ridiculous. They didn't offered any service, have no record of installation and when I asked them that I don't want service then they are charging termination fee. I am going for legal complain and action against this case as I took work leave from office and waited in home for their person to come and install cable tv and broadband.
In conclusion " how can any one trust on their service quality after taking the connection. Ranjan

I have been turn away by starhub twice for recontract the internet boardband. For being a long time customer with them with no outstanding bill. And yet the manager on ground and the service staff's keep saying that their finance department can't allow me to recontract, given reason that I have credit issues. Does they have the right to use our identity to check our background without our approval? They can allow me to stay with a normal plan at $76/mth and not allow me to sign the promotion plan of s$49.90. What type of service are they providing. They can simply terminate the line direct, if customer is owing the outstanding instead giving their reason without providing the true. Truly mad at their service.

I'm afraid that Starhub csv will continue to worsen if they continue to expand in sg. What will happen to . Can I suggest that people facing problems with star hub services to lodge a complaint via email to Infocom/IDA Singapore ASAP Email adress :  mailto:   [protected]@ida.gov.sg  Or  [protected]@ida.gov.sg  or mailto: [protected]@ida.gov.sg  IDA website :  http://www.ida.gov.sg/   tel: 6211 2100 Please furnish IDA with your account no/ particulars. Be truthful with the issues that you face with the service provider.

I hope the people here will seek help from proper channel for their grievances and etc...
Better email Starhub in black and White about your complaints and let them reply u in black and white. Please be careful in trusting their staffs verbally. They change their words and agreement etc according to situations. In my personal experience, their management is ######. Do saved a copy of sent and replied email to them. 
Please also take down time and date and duration of broadband tv, digital, Internet been disrupted for IDA and MDA coz Starhub always claim investigate but In my opinion, it is ###.
Kindly furnish it to IDA. For tv, email to MDA Sg for Starhub tv issues for help.

In my personal circumstances/ experiences. It is the only hope to resolve problems with star hub else they will just ignore you, keep transferring you to don't know who or give endless excuses etc... 
Which is a total waste of our personal resources, not forgetting that we are paying our bills to them. We are consumers, we must bring our grievances to proper channels if we are ignored or not treated right.
We need to bring our issues to IDA/Infocom amd MDA,  the gov authorities. 
If Starhub 1633 broadband department continue this kind of services which is likely to worsen, only us the consumers paying for it will suffer in the long run. Therefore, do take actions with their irresponsible attitude.

Starhub will surely respond to IDA and MDA coz these authorities will investigate into our complaints. They seems to be our only hope when it comes to star hub. How about writing to the minister in charge and our MP?
Singapore MPs wouldn't sit on the fence.

I hope that my advice helps.

 Comments Singapore Internet Providers

How about writing into Assoc Prof Yaacob Ibrahim - Minister for Information and Communication and the Arts.
How aout writing in to our MP besides IDA etc... Singapore MP are responsible and they wouldn't sit on the fence. We can go to our mp too.

How to deal with starhub problems? Can I suggest that people facing problems with star hub services to lodge a complaint via email to Infocom/IDA Singapore ASAP Email adress :  mailto:   [protected]@ida.gov.sg  Or  [protected]@ida.gov.sg  or mailto: [protected]@ida.gov.sg  IDA website :  http://www.ida.gov.sg/   tel: 6211 2100 Please furnish IDA with your account no/ particulars. Be truthful with the issues that you face with the service provider.

I hope the people here will seek help from proper channel for their grievances and etc...
Better email Starhub in black and White about your complaints and let them reply u in black and white. Please be careful in trusting their staffs verbally. They change their words and agreement etc according to situations. In my personal experience, their management is ######. Do saved a copy of sent and replied email to them. 
Please also take down time and date and duration of broadband tv, digital, Internet been disrupted for IDA and MDA coz Starhub always claim investigate but In my opinion, it is ###.
Kindly furnish it to IDA. For tv, email to MDA Sg for Starhub tv issues for help.

In my personal circumstances/ experiences. It is the only hope to resolve problems with star hub else they will just ignore you, keep transferring you to don't know who or give endless excuses etc... 
Which is a total waste of our personal resources, not forgetting that we are paying our bills to them. We are consumers, we must bring our grievances to proper channels if we are ignored or not treated right.
We need to bring our issues to IDA/Infocom amd MDA,  the gov authorities. 
If Starhub 1633 broadband department continue this kind of services which is likely to worsen, only us the consumers paying for it will suffer in the long run. Therefore, do take actions with their irresponsible attitude.

Starhub will surely respond to IDA and MDA coz these authorities will investigate into our complaints. They seems to be our only hope when it comes to star hub.
I hope that my advice helps.

How to deal with starhub problems? Can I suggest that people facing problems with star hub services to lodge a complaint via email to Infocom/IDA Singapore ASAP Email adress :  mailto:   [protected]@ida.gov.sg  Or  [protected]@ida.gov.sg  or mailto: [protected]@ida.gov.sg  IDA website :  http://www.ida.gov.sg/   tel: 6211 2100 They will help you to investigate your issues. Upon investigation from the above gov. Authorities, star hub will take actions to resolve the problems that you face. Please furnish IDA with your account no/ particulars. Be truthful with the issues that you face with the service provider.

I hope the people here will seek help from proper channel for their grievances and etc...
Better email Starhub in black and White about your complaints and then they reply u in black and white. Please be careful in trusting throw their staffs verbally. They change their words and agreement etc according to situations. In my personal experience, their management is ######. Do saved a copy of sent and replied email to them.
Please also take down time and date and duration of broadband tv, digital, Internet been disrupted for IDA and MDA coz Starhub always claim investigate but In my opinion, it is ###.
Kindly furnish it to IDA. For tv, email to MDA Sg for help.

In my personal circumstances/ experiences. It is the only hope to resolve problems with star hub else they will just ignore you, keep transferring you to don't know who or give endless excuses etc... Which is a total waste of our personal resources, not forgetting that we are paying our bills to them. We are consumers, we must bring our grievances to proper channels if we are ignored or not treated right.
We need to bring our issues to IDA/Infocom, the gov authorities. They seems to be our only hope when it comes to star hub.
I hope that my advice helps.