Cxf's profile

Valued Commentator

 • 

2 Messages

Tue, Oct 1, 2019 2:00 AM

Complain and Feedback

Starhub,

 

1. On 24Sept@13:05 hrs, telesales (IDSmiley Frustrated90) called on my mobile number () on recontracting my existing Dual broadband. I agreed with exception that my bill continues to be on paper like I am enjoying now. She agreed after confirming with me. She continued with the pronounced of cancellation penalty and no mention of any further charges.

 

2. On 25 Sept 09:38 hrs, I received the contract with subject titled "Starhub Sales confirmation" with an attachment in my email. Upon reviewing the email, I discovered the billing was selected as e-billing.

 

3. On 25 Sept 13:12 hrs, I received another email titled "My Starhub e-bill Registration".

 

4. On 25 Sept 17:51 hrs, I called 1630 to clarify the misrepresentation by earlier telesales of ID S90. The telesales that handled the call was by the name Syll. She could not do further than offering my new contract on paper and no further.

Since there was no further action Syll could do, she offered to have the original telesales of ID S90 to call me back. I agree. Till to date, I have not received the call from telesales of ID S90.

 

Further, I have filed a complain in Starhub feedback and received no follow-up call or email. Thus I have filed a CASE and awaiting their investigation after responded with the submission of contract and abovemention printscreens from my phone.

 

All telesales conversation are recorded, I would persaude the person handling this complaint to listen to the conversation I had with your telsesales and ascertain the fact.

 

In conclusion, since Starhub expected a contract to be binding over a telesales, I am expecting the failure to accede to my requst of paper bill at no extra charge be consider legal binding too.

 

As such I am requesting:

Either,

i. Starhub honours my request to have the bill continued to be on paper with no extra charge, like what I am receiving.

 

or

ii. Declare the new contract null and void at mutual agreement and notify me of the decision.

 

 

 

Regards

Tan Seow Hock

Valued Commentator

 • 

2 Messages

2 y ago

As of today (1/11/2019), after one month, i received a call from starhub 2 weeks ago, claiming they were looking into my complain and feedback.

 

I was shock and find it unneccessary to make a call to inform without mitigation plan. 

 

My issue is straight forward and obviously a misrepresentation of Starhub telesales person. Yet till to date, i am STILL waiting for:

 

1. Reply from starhub of this complain/feedback

2. What is starhub solution for the misrepresentation by the telesales person? 

3. The reply from the telesales person that did not honour my request. 

 

 

1 Message

 • 

1 Point

1 y ago

Your services leave a lot to be desired.

The reason I switched to Starhub is because of the "great" services.

I have yet to make a payment - my oversight, and my mobile has been turned off.

I had to go over to the Woodland store to "fix" the issue.

I asked for my mobile network to be temporarily activated, so I can make payment. I was assured it would be activated within 1 hour. Guess what? After 1 hour not yet activated - i cannot make payment because last step the bank will send an OTP to my phone, and since my mobile network is not yet activated - I cannot receive said OTP and cannot complete my payment.

I HAD TO BORROW ANOTHER PHONE to call to Customer Service.

Guess what? The person was really rude. Hey - you had a bad day - I had a bad day... but I didn't become rude to the Service Rep. Yes, talking to you Mr. K of Finance - you suck...

You know how much your answer is worth? You only made me angry... by being rude.. by belittling my experience...

Thank you StarHub. Unfortunately I still have to stay with you - no other choice... only so many ISP in Singapore...

Carla_P

Moderator

 • 

5.8K Messages

 • 

3.5K Points

Hi @JoSujendro, we are sorry that we have not met your service expectations. This is not the experience we want you to have with us. Nonetheless, we value your feedback as this will help us to continuously improve the services we provide to our customers. Thank you. 

~ Carla

 

 

▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
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!

1 Message

 • 

1 Point

1 y ago

Starhub,

We upgrade the 2GBps broadband in last month.

19/Nov/2020: Technician came and installed but I hesitated about he said it's not the 2GBps but 1GBps x 2 routers.

25/Nov/2020: Internet failed until now.

I called to Starhub Customer Service many times (more than 10 times) since 25/Nov/2020 to last week but totally cannot fixed until now. For 1 time call, I must give the time 30min to 1hr but no improvement and always gives the same answer as "need more time... need more time". Argue with them also no point. Talk nicely also no point. Until now no solution and cannot settle.

I explained that we are almost working from home. So the internet speed is very important for us. We were using with the mobile internet for work PC and our mobile data usage is over limit. So it's seriously important for us.

But, no answer, no solution, no improvement. Always says that they will call back within 24 hrs but finally nobody called all the time. Last week only 1 time called about "need more time" again.

Finally, I requested that I would like to cancel the contract and wants to change another ISP because I believe that Starhub cannot solve the issue. However, they said "need more time... need more time" only. No solution, No improvement till now.

I'm really disappointment Starhub service this time and regret for recontract to urgrade the broadband.

Currently, I don't want to call anymore 1633 because repeat again the story from beginning again and again is very disappointed matter for me. They are also no solution and looping the same answer again and again.

You can check how many times I called 25/Nov/2020 to now.

I would like to discuss face to face with Customer Service Officer also they said "No".

Thank you.

< removed private information >

(edited)

Carla_P

Moderator

 • 

5.8K Messages

 • 

3.5K Points

Hi @Khin Saw Mya, first of, I had to remove the private information you posted here for your privacy and security as this is a public forum. For your concern, I'm very sorry to hear that you're having issues with your internet connection. Just to check, are you having an intermittent connection or no connection at all? Also, please try to reboot both your ONT and router to see if the issue persists. 

~ Carla

 

 

▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
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!

1 Message

 • 

1 Point

9 m ago

Hi, Starhub

I'm very unhappy with your customer services staff. (1633). 

His name is called " Keesh" 

The incident happened on 11-March (about 1000am- 1030am). 

I have describe my enquires 3 or 4 times. At the end he still doesn't get my enquires at all.  My enquires are simple and easy, just would like to check the port in status of my prepaid number to postpaid number.   What he told me that my prepaid number are still in contract. (that is totally not sure). I got my online sign up on the 27-Feb,  during sign up I input my starhub prepaid number that going to port in.) On the 7 March, i gotten my starhub temporary number. And I start to calling to 1633 on the 8 March , asking my port in status. at the same day, I also upload my starhub prepaid card number document. they told me have to wait for 24-48 hours. and today is 11March. Nothing is happening. I asking "Keesh“ to refer back my services agreement documents. "Keesh" said he need to wait for higher official to give him right. 

Just now ( 1045am ) I was calling again to 1633. Your staff are polite and understand my enquires. But What she told me is my registration was failed, need to resubmit again. How can the process taking so complicate and long time ? What are the services does the "Keesh" provide? Does Keesh fully trained?  

My suggestion to starhub customer services hotline: CAN YOU GET YOUR STAFF TRAINED BEFORE HE ATTEND THE CALL?  

nevertheless, good things are the shorter waiting time compare to before.

Carla_P

Moderator

 • 

5.8K Messages

 • 

3.5K Points

Hi @alviscai, sorry for the inconvenience this has caused. Nonetheless, we value your feedback as this will help us to continuously improve our services by knowing what we are doing right and what we can work on in the future. So, thanks for taking the time to leave us your feedback. 

You may also refer here to find out the process of porting in your number to Starhub.

~ Carla

 

 

▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
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!

1 Message

 • 

1 Point

9 m ago

i was given an appointment for starhub technician to come to my place for installation on 16th of march 2021 @ 1830hrs to 2030hrs. the technician forgot about the appointment and when called starhub they just say, sorry he forgot and rescheduled. i find the service for starhub ridiculously stupid and customers are treated badly. we are paying alot of mmoney monthly but yet being treated like we owe them. Also when asked for a manager to speak with on this issue the manager refused to come on the line and asked the customer service person to handle instead. What a miserable customer service starhub is having

Carla_P

Moderator

 • 

5.8K Messages

 • 

3.5K Points

Hi @kevin_gopal, we are genuinely sorry for all the trouble this unpleasant situation has caused you. We thank you for taking the time to share your thoughts with us today. It is through your feedback and comments that we identify areas that need improvement on our end. Thank you! Just to check, is your appointment rescheduled already?

 

 

~ Carla

 

 

▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
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

 • 

2 Points

8 m ago

Since changed phone plan with new phone Samsung Galaxy note 20 ultra, the starhub mobile Internet very very slow, whenever you using 4G or 5G data, pay more money and get worse service

Carla_P

Moderator

 • 

5.8K Messages

 • 

3.5K Points

Hi @user_99b26c, I'm sorry to hear that you're having mobile network issues. Just to check, does this issue occur in any specific location? Let me just share that the 5G network coverage in these locations may vary and covers mainly outdoor areas only. Moreover, there shouldn't be any disruption to your mobile service when you are not within StarHub’s 5G coverage since you will continue to enjoy seamless 4G/3G connectivity on Singapore’s fastest network. Have you tried to reboot your phone to see if the issue persists?

~ Carla

 

 

▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
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

 • 

2 Points

8 m ago

Try to reinsert SIM card, restart phone, fully power off and restart, switch SIM card slot, tried everything getting same result. By the way, before using  the phone same location no issue here

Carla_P

Moderator

 • 

5.8K Messages

 • 

3.5K Points

In this case, please contact our Customer Support via Facebook Messenger by clicking the link below so they could further assist you. Thanks. 

~ Carla

 

 

▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
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!

1 Message

 • 

1 Point

7 m ago

My latest experience with Starhub was a nightmare.  On  the 7th April, I had requested Starhub to transfer existing netwrok and cable TV connections ton a new location. The Cable TV and network was switched but the LAN phone line was not switched. Having contacted Starhub several times, the line was still not connected and there was no dial tone. Starhub sent two technicians to my house and still could not solve the problem. After 1 week and multiple attempts, the line was finally reset and a dial tone was received on the modem.

On another occassion, I had requested to switch to the new hybrid set-top cable TV box. The sales person did not advice that the connection would be down from 7am on the day of the transfer. On the day itself, the internet service was disconnected. When the starhub hotline was contacted, they said it had been disabled due to the transfer of the TV service. Subsequently, I was told that the cable TV switch did not require the data network to be disconnected at the same time. I was also adviced that my cable TV would be re-connencted by 7am the next day but this was not the case and it took almost 2 days to re-establish my Cable TV network. All this experience, leaves the customer with a bad impression of the technical capabilities of the team. Pl bear in mind that customers are not technical people and may have limited knowledge in troublehooting the issue. I do hope Starhub will take this feedback  seriously to improve their technical services.

As for me I am seriously considering switching to another another service provider           

Carla_P

Moderator

 • 

5.8K Messages

 • 

3.5K Points

Hi @blesst88, we apologise for the inconvenience you have encountered. Please know it is not our intention to make things difficult for you. Nonetheless, we value your feedback as this will help us to continuously improve our services by knowing what we are doing right and what should be improved. So, thank you for taking the time to send us your feedback. 

 

~ Carla

 

 

▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
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!

1 Message

 • 

1 Point

6 m ago

My experience with starhub today just showed me how inefficient starhub is. 

Around 10 days ago, I re-contracted my broadband and cable TV online.  I scheduled the delivery order of the new set-up box today, between 6:30 to 8:30.

This morning, all my services were cut off without starhub informing that there will be no internet and cable until the time the tech team will replace the box.  However, my family are all working from home so I called starhub to put back at least my internet connection.  When I first called 1633, they said they will re-connect and asked me to turn on my modem after half an hour.  After an hour, internet was still not working so I called 1633 again.  The person transferred me to technical department who then proceeded to re-instate my internet but with no cable.  I asked the person if there will be no issue when the guys come to do the replacement at night.  The person I talked to said that the technicians will still be coming over to do the replacement.

Come 8:00pm, I called 1637 to check why the starhub guys still have not come and Mr Naveen from Tech side was not very helpful and transferred us to sales side without helping us.  When we talked to Shaz from sales, he said that our appointment did not go through because of a fault in the system.  If it did not go through, why did I receive a confirmation sms and why was my internet and cable connection cut off this morning?  The person I talked to this morning told me that they cut off the connection because we have the appointment in the afternoon.  Since Shaz couldnt help us, we were again transferred to Tech side, Mr JR Teo who although was more helpful, also couldnt do anything.  I insisted that they return my connection until they book another appointment which I prefer to be on a Saturday if they require the connections to be disconnected.  However, he said he can only confirm tomorrow if it can be on a Saturday. 

This is a very bad experience and although I have been a starhub customer for very long, I am thinking of changing to a new provider if this is the way they work. 

Carla_P

Moderator

 • 

5.8K Messages

 • 

3.5K Points

Hi @user_9cc5ff, I'm genuinely sorry that your service has been disrupted. I understand that you are still waiting for a resolution on your issue. Please know that your concern is not taken lightly. We appreciate that you have been patient on this matter.  Rest assured that we are doing the necessary to resolve the issue. You may contact our Customer Support via Facebook Messenger by clicking the link below so they could escalate your concern to the relevant team to follow up on this. Once again, apologies for the inconvenience since we don't have access to your account details here. 

~ Carla

 

 

▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
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!

Senior Commentator

 • 

9 Messages

 • 

6 Points

6 m ago

Hi Tan, 

I recently got billed for no wi-fi services for starhub, i shifted my place and the earlier tenant did not release the fibre port. In such case starhub has not taken an exception to activate the other fibre port without additional charges. Can you please guide me how to file a case? I have been going to work amid lockdown because no wi-fi at home and starhub does not even feel responsible!

Thanks,

2 Messages

 • 

2 Points

1 m ago

Starhub. 02 Nov 2021.

I have purchased and paid from their online store. However, on 02 Nov 2021 the delivery person refused to issue the item to me. I have genuinely misplaced my nric and I have my valid passport, driving license and Singpass digital nric which he said cannot be used to verify me as a person. Called their hotline on the same day, attended by Gabriel, they told me nothing can be done. So I have just paid over SGD1k worth of product and I am not allowed to have it? I asked again why is my passport not valid, he had the cheek to tell me that passpory does not have my NRIC number. I am a singaporean, holding a singaporean passport which clearly shows my nric number. It is crystal clear that he has no intentions to help a customer.

I asked for any possible alternatives like going down to their outlet to collect and the response is the same, a solid no. My goodness, this is first class robbery. 

What I am supposed to do now? There is nothing I can do about it because Starhub refuse to give me alternatives. Such an unpleasant experience and I just lost over SGD1k, stolen by Starhub. Make a police report? I really do not know what else to do =(

It is not that I am owing any payments or bill and asking for exception. I am a long paying customer and I paid all my bills on time and I just want to receive my paid items.

Get Started

Get Started