U

3 Messages

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3 Points

Mon, Oct 18, 2021 9:10 AM

My acc disrupted without any notification

Dear Starhub, my internet service was being disrupted without prior notification (neither SMS, calls, emails or letters) and I was in the Management meeting half way, except for a SMS which was sent only 2mins before the disruption! 

Understand that my contract with Starhub has just ended but I do not think this is a right way for treating your customer! 

I made the payment immediately after that can call the customer service subsequently and I was told that two letters were posted to me, and Starhub is no longer sending SMS nor calls for the reminder. However, when I spoke to another officer (line was transferred), I was told that I should have received the SMS or notification via my Starhub app! So may I know which is which now??? 

I have checked my phone setting, the notification from starhub app is NOT removed, and in my starhub app, email to be sent to my gmail acc was being selected! Futhermore, i DO NOT select paper bill as it is chargeable at $2.68/mth! So is that possible that starhub really sent me the letters????? I request to speak to the managers but was told that they unable to reach out to the managers, and asked to email starthub with the screenshots so that they can revert! I really couldn't believe that this is the service that starhub is providing! 
I have been with starthub for years and I wanted to renew my contract as I know it is almost end. But now with this incident, it makes me think twice! and I was told during the call just now that if I were to terminate the service, I have to bring the terminals back to one of the 4 SPECIFIC outlets. This is really ridiculous! 

I would like to seek for an explanation from the Management on this matter. Your prompt reply is highly appreciated! 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

1 m ago

Hi @user_8bf2d1, we're genuinely sorry to hear about the disruption of your service. We will need to look into your account details for this, so kindly contact us through Facebook Messenger by clicking the link below as we don't have access to your account details here. Rest assured, they'll do what we can to straighten this out. Thanks!

 

3 Messages

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3 Points

@Carla_P 

I am still waiting for the call from your upper management!!! otherwise, I am afraid i will have to publish to the media, or else, you guys will never take this matter seriously and ignore me all the way

Carla_P

Moderator

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5.8K Messages

 • 

3.5K Points

Unfortunately, I'm unable to coordinate this with our relevant team as we don't have access to check your account details here for privacy and security. May we ask you to follow up on your concern to our Facebook Messenger so they could escalate your concern. Thank you. 

~ Carla

 

 

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3 Messages

 • 

3 Points

as mentioned, i am still waiting and waiting..........

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