U

4 Messages

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3 Points

Thu, Jun 24, 2021 12:40 AM

Experiencing slow/bad service

My appointment for broadband installation was on 20th June 2021. One starhub engineer came down and told me that couldn't install cos no connection to the network and he reschedule another appointment on 22nd June 2021. 

On 22nd June 2021, a netlink engineer came down and checked for like more than an hour but couldn't fix the issue. mentioned me that there are some issue with the sever side to my location or something (didn't mention clearly) and told me that they will reschedule again. Today is 24th and till today, there's no updates from the starhub. I have been following up with them and still not updates. 

I called the starhub engineer and he told me he will call me back but never call back. 

I called starhub customer service and they told me to call the netlink customer service instead. Why customer need to call and follow up with the netlink? shouldn't starhub engineers follow up and solve the issue. 

As i work from home, if there's no internet access, it will be impacting on my work. 

I worked in Telcom industry before and I don't understand why this issue is taking for like 4 days and no one is sharing the updates to the customer. 

4 Messages

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3 Points

5 m ago

My appointment was scheduled on 20th June 2021 and one starhub engineer came down and mentioned that there's issue with the network point and they rescheduled another appointment on 22nd June 2021. Another engineer came down (from netlink) and checked the issue but he didn't manage to fix the issue on that day and told me that they will reschedule another date. since then, there's no updates on the issue. 

I have been trying to reach out to the customer service, the starhub engineer and there's not updates on the issue. 

it's been nearly a week and no one is sharing me updates. 

As i work from home, without internet connection, it's really impacting my work. 

Note: This comment was created from a merged conversation originally titled Experiencing bad and slow service
Carla_P

Moderator

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5.8K Messages

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3.5K Points

5 m ago

Hi @user_fc0ba5, sorry for the inconvenience this has caused. Please know it's never 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 as we don't have access to your account here.  Rest assured, we will do what we can to straighten this out. 

4 Messages

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3 Points

@Carla_P

Hi , I also reached out to the customer service via whatsapp and facebook messenger. Until today, keep on saying me following up with relevant team but never mentioned how long it will take and asking me to reach out to Netlink directly. I reached out to netlink and there's an open ticket at their end. 

However, i would like to request to expedite and resolve the issue soonest. I can share my details to you directly if you can help follow up on this. 

This is my first time subscribing starhub services and it's really unpleasant experience. 

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 to the relevant team. We appreciate that you have been patient on this matter. Rest assured that we are doing the necessary to resolve your concern. 

~ Carla

 

 

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