Jitkaur's profile

2 Messages

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2 Points

Sun, Jan 31, 2021 9:39 AM

Feedback and Complaint

We have been with starhub for more than 15 years and this is the first time that we have experience such poor customer and technical support.
Firstly, it has been 3 months since we have been unable to get local channels after recontract. We were given the new Nokia beacon. Since then, there have been repeated visits by contractors and inconvenience caused to our daily schedule. Secondly, 5G has not been working for us while StarHub keeps advertising 5G is covered most part of sg.
Lastly, when asked to speak with your manager, we didn’t receive a callback from your manager even after your staff promised. Moreover,  calls are not returned! Even when all these happened, we continued paying bills for services we did not receive. Is starhub customer service located in singapore or third world?
This is extremely unprofessional and unfair to us and we would like someone to get back to us regarding this.

Carla_P

Moderator

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5.8K Messages

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3.5K Points

10 m ago

Hi @Jitkaur, we are sorry that we have not met your service expectations. We understand that you are frustrated about these issues. Please know it's not our intention to make things difficult for you.

 

Regarding your issue of unable to access local channels, please be informed that you need a StarHub Broadband connection with a StarHub Smart WiFi or a wired connection to Linksys EA8100/EA7500 router to enjoy free-to-air channels.

 

For your 5G network concerns, which areas are you unable to get a 5G connection? Let me just share that previously, StarHub’s 5G service covered 53% of Singapore’s populated areas and has now expanded to reach 70% coverage in September 2020. The areas include key shopping belts, commercial areas and heartlands. Please refer here to find the list of locations with 5G coverage.

 

2 Messages

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2 Points

@Carla_P

Hi, pls check with your service centre before replying. I'm not going to pay any subscription for cable TV until my issue is solve. Will not back pay the months u take to settle.  

2 Messages

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2 Points

2 m ago

It make no sense paying for the transportation fees. All the equipments are provided by StarHub. Why do I need to pay for the transportation charges? I would like to seek your help to waive off this charges.

Carla_P

Moderator

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5.8K Messages

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3.5K Points

Hi @user_3eace6, warmest welcome to GreenR Community! The Transportation Fee is charged per trip when technicians visit your premise to inspect a possible problem. This fee is to cover the logistics of a service visit so that a technician can assist with urgent troubleshooting. Moreover, our technician will assess onsite and determine if the service call charge can be waived if it is due to our equipment or it is a network issue.

 

 

~ 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!

2 Messages

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2 Points

Hi Carla,
Why should I cover your technician transportation fees? I am the customer and I do not pay your technician salary, that is Starhub's responsibility, not mine. I paid for your services and you get it fixed. The service call charge had already been waived.

Carla_P

Moderator

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5.8K Messages

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3.5K Points

Hi @user_3eace6, as mentioned previously, the Transportation Fee is charged per trip when technicians visit your premise to inspect a possible problem. If you insist to waive the fee, please contact our Customer Support via Facebook Messenger as we don't have the authorization to process waiver request here in the Community. I hope you understand, thanks!

~ 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!

4 Messages

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3 Points

2 m ago

WExtremely upset with your service your billing dept sent me a bill of $582+ when StarHub disrupted my tv connection for 2 days after bringing the wrong order! I was suppose to have a transfer of internet services but you guys brought the wrong modem with wrong service order which i still have and now you are charging me for termination fee. I don’t understand what is happening I even visited your store and was promised a waiver for tv bill for this month how come I am being charged unreasonably with no follow up?

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