iyerbalas's profile

Senior Commentator

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9 Messages

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6 Points

Fri, Jun 4, 2021 9:58 AM

Complaint on Recontact and Crazy process for relocation

Hi All,

25th May - I called up starhub for recontract of broadband services as my current plan had expired. They guided me to use the app for recontract. As a customer i was not aware that i am downgrading the plan to 500MBPS from 1GBPS. I spoke to 3 different representatives and none of them advised me against downgrading, nor the app gives a comparison screen of the current and to-be plan.

26th May - I got an SMS that you plan has been downgraded to 500 MBPS from 1 GBPS

27th May - I call up starhub and they say its my responsibilty, though they have a view on i am downgrding my plan they are not liable to keep me informed. They advised to go for 1 GBPS by talking to sales team

27th May - I spoke to sales team of starhub, they told me they can help me upgrade the plan but i wont be enjoying any promotion (3 month free subscription) as i am already under the 500 MBPS contract. Then they advised me to take a buy-in from the other team. Essentially no team takes responsibility.

30th May - I dont upgrade my plan, as it will cost me much more without promotion as well. So I apply for relocation.

31st May - Starhub says that the fibre point in new home is not terminated and asks me to call Net Link Trust to check on status. They say they have limited say here.

1st June - 3 days without broadband services - The Net Link Trust says that the port cannot be terminated by them unless the previous tenant requests a termination via their broadband service partner. I cannot check on my old tenant as i do not have his contact and he is not in this country anymore. The owner of the unit also cannot terminate.

2nd June - I call starhub asking what should we do. Starhub says they can activate other fibre point, however it will cost me $120

3rd June - I continue without services and no one from starhub updates me. I have to reach to them and explain everything to every representative from begining and without any solution. 

So starhub expects the customer to take all responsibility. Check for termination point released in new home, check your broadband plans and clearly dont expect any advice from their services. They are only interested in you signing a contract with them for 2 years and their job ends there.

They will charge for the services that you do not avail and remind you on bills due also.

Carla_P

Moderator

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5.8K Messages

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3.5K Points

6 m ago

Hi @iyerbalas, we understand your frustration, and we are genuinely sorry for all the trouble this situation has caused you. Please know it's not our intention to make things difficult for you. We will need to look into your account details for this as we don't have access to them here in the Community. So kindly contact us through Facebook Messenger by clicking the link below so we can to straighten this out. Rest assured that my colleagues will escalate your concern to the relevant team.

Senior Commentator

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9 Messages

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6 Points

Hi Carla,

Is that a chatbot? How do you expect a chatbot to help where your representatives have failed?

Carla_P

Moderator

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5.8K Messages

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3.5K Points

Hi, there's an option there to get expert assistance so you could talk to our Customer Support. 

~ 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.
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Senior Commentator

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9 Messages

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6 Points

6 m ago

continuing with disrupted services

3rd June - 10th June - I had to work from office as there are no wifi services from starhub during the lockdown. Ideally this is a risk and i am well aware of it, however i dont have a choice. 

9th June:  I requested starhub to activate other port, but they charge customers for the activation and they dont take any exceptions here, they dont even consider customer travelling to work as their risk. 

10th June: They asked me to suspend the services and then resume so that create a case for activation of other port (my guess) there will be additional suspension charges levied.

Senior Commentator

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9 Messages

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6 Points

6 m ago

11th June: Filed a complain with complaints board. The statistics over there for starhub is disheartening only 22% Resolution of cases

Senior Commentator

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9 Messages

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6 Points

6 m ago

12th June: Starhub promised me that they will arrange for a alternate wifi so that I do not need to go to work by 13th June 11:00 AM. Luke was the representative from Starhub.

13th June: No one turned up on the appointed day and time.

14th June: I had to go to work during lockdown. I will check with MoH today if there is no breach of rules.

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