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3 Messages

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3 Points

Mon, Jun 7, 2021 11:00 AM

Disruptive to broadband & TV when re-contract homehub

Perform an online re-contract to starhub+ 1G plan and book an installation date on 7 Jun, 2-4pm. Got a confirmation email from starhub.

On the installation day , I believe ard 8am I can’t access my internet nor watch my starhub TV channel.  Call the hotline and was informed that the appointment was cancelled without informing me! Reason the installation team not able to pick up an incomplete order which belong to starhub internal issue. 


Issue has been escalated to the technical team and assure they will get back to me within 24 hrs. 

Promise to top up 50Gb data so that I can use the phone hot spot for my office work activities. But till now more than 7 hrs , don’t see any GB credited. 

There nothing I can do but to wait , no TV to watch and got to utilise our own data plan (5 family members) to surf internet. 

Service really 👎🏻👎🏻👎🏻

Carla_P

Moderator

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5.8K Messages

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3.5K Points

6 m ago

Hi @user_38ea82. I'm 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, so kindly contact us through Facebook Messenger by clicking the link below so we can straighten this out. Apologies for the inconvenience as we don't have access to account details here in the Community. Rest assured that my colleagues will do the necessary to resolve your concern. We appreciate that you have been patient on this matter.  

3 Messages

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3 Points

Received a call this morning ard 11am. Informed me that they are still investigating the issue and will get back to me in 24-48 hrs. Once issue identified, they will fix an appointment to resume the order that supposed to do it on 7 Jun. Meaning another few days of waiting without internet and starhub TV! Can’t imagine I paid for the service that I can’t access. As per CSO promise on crediting 50GB to 2 of the mobile numbers (had verified with me the numbers) under my name but in the end it credited to my sis mobile number (under my name) who is not staying with me!! Starhub really screw up big times… 

3 Messages

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3 Points

As of today 18 Jun , cable tv not up yet. 11 days!Followup team call me everyday tell me to wait for another day sure will up !! Starhub with this type of customer service, better shut down the company!!

Carla_P

Moderator

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5.8K Messages

 • 

3.5K Points

Please know that your concern is not taken lightly and the necessary follow-up has been made. We appreciate that you have been patient on this matter.  Rest assured that we are doing the necessary to resolve the issue. 

~ Carla

 

 

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