U

3 Messages

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3 Points

Mon, Apr 12, 2021 2:22 PM

Customer service rubbish

Last year in the strictest lockdown Starhub went down for a day and half leaving ups with no wifi for two more days,  two kids and two parents working from home - eventually a technician came and said our three router which had worked fast and well and without trouble were suddenly old and wouldn't work anymore and we had to move to the new mesh system,

dubious , I had no choice if we wanted wifi connection any time soon 

 after installing one mesh router and 1 hub the technician confessed that this was not the best system for this house as the signal was weak , ( It's a very old government house with thick walls and large rooms ) but to see how we go.

it was rubbish and very sporadic wifi , another technician came and said the same thing but suggested we buy more mesh hubs , another technician can we again and said it had been wired wrongly , each time the technicians came the problems persisted with slow wifi and the apple tv cutting out often , each time the technician said this is not the best system for this house but they were told to up sell it anyway , SIX NOKIA MESH hubs later the problem persisted have  I have spent hours and hours and hours on the phone to Starhub who just suggest send more technicians but take no responsibility for selling me 6 mesh hubs that don't work here in this house .I called Starhub 8 times and asked to be called back and wasn't .

'at no point did any one apologize , or suggest any help other than send another technician who will, just  as before say one thing to me and another to starhub...

I have found the customer service team to be universally condescending and patronizing and unhelpful quoting jargon and not offering any solution to the problem they created 

now the only way I can recontract my tv , so I can get the channels I pay for again, is by recontracting via WIFI ? Which , as we know , dosnt work .. I'm going insane, the mesh system is rubbish here and the people managing are rude and in helpful . My experience has been awful and I don't recommend it to anyone , when things go wrong they don't help .

Carla_P

Moderator

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5.8K Messages

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3.5K Points

8 m ago

We are genuinely sorry that we have not met your service expectations, @user_0ec9fb. Please know it is not our intention to make things difficult for you. Let me just clarify if you are experiencing a slow WiFi connection on all your devices (laptop, mobile, tablet) or slower WiFi connection/weaker WiFi signal at some parts of my home? 

3 Messages

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3 Points

The wifi is reasonable on the room with the first Nokia mesh router it get weaker from there and is very weak and none existent in the many rooms where the mesh system can’t work for distance or wall width 

And the Apple TV constantly cuts out in the room next door to the mesh router even with a mesh hub beside it 

we had great fast wifi everywhere we needed it when we used our three previous routers for the whole house . It has never been the same since the mesh system was forced upon us . 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

There are many factors that might have an impact on the quality of your WiFi connection and slow it down. For instance, it might be because of your router positioning. So, try to place your router in the centre of your home to have better WiFi coverage and WiFi signal. Also, try to eliminate obstacles that might weaken your WiFi signal.

 

You may also refer to this article from Nokia re: WiFi interference to further address your weak WiFi connection.

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

3 Messages

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3 Points

Are you serious -PLEASE AT LEAST READ THE ORIGINAL MESSAGE BEFORE YOU TRY TO BLAME ANYTHING OTHER THAN THE SYSTEM YOU PUT IN PLACE HERE

do you not think that 4 separate visits by technicians have not looked at this and as I said many times , the walls are too this for these Nokia hubs let alone furniture   - do you suggest I empty my house to have wifi ? 
'the house is too big for this system , I was sold this by a Starhub technician who KNEW THIS , AND  DID IT ANYWAY , He was told to "UPSELL THE NEW SYSTEM " our old system of routers worked perfectly, for 5 years , the problem now is with the new NOKIA system that I was sold under duress during lockdown after the Starhub outage that disable wifi in large areas of singapore . The problem is this NEW SYSTEM .

Carla_P

Moderator

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5.8K Messages

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3.5K Points

Once again I apologise that your internet service has been disrupted. Unfortunately, I'm unable to help you with your concern as this will need further technical assistance so kindly contact our Customer Support via Facebook Messenger by clicking the link below to help improve your internet connection at home. Thanks for your patience and understanding.  

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

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