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5 Messages

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5 Points

Thu, Nov 26, 2020 10:20 PM

My fibre broadband gets cut off every night around 7.30pm

I have a Starhub 1Gbps fibre broadband plan and gets it gets cut off every night around 7.30pm. This has been happening almost every night for the last 4-6 weeks. Each time this happens I turn off the power to the Nucleus Connect ONT and after a few cycles of this, the internet connection will establish again. Sometimes it will stop working again and I will have to repeat this process multiple times. Usually after 8.30pm, the connection becomes stable again.  What could be the problem and how can this be fixed, please?

Carla_P

Moderator

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5.8K Messages

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3.5K Points

1 y ago

Hi @hsiensational, we're sorry to hear that you're having an issue with your internet connection. Just to check, what router are you using? Also, please reboot both your ONT and router to see if the issue persists. 

5 Messages

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5 Points

Hi Carla, 

My router model is Linksys EA7500 supplied by Starhub and this happens almost every night as I have explained in my post above. I temporarily resolve it by turning on and off the ONT and the router (sometime several times) before it works again, and the connection becomes stable usually only after 8.30pm.

Carla_P

Moderator

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5.8K Messages

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3.5K Points

In this case, please get in touch with my colleagues via Facebook Messenger by clicking the link below for further assistance. Once again, apologies for the inconvenience caused. 

~ 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.
Have a good idea? Tell us at our Ideas Exchange!

5 Messages

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5 Points

Last night (27 Nov) I called 1633 and spoke to a Service Consultant called "Tart". He was very service-oriented and efficient. He trouble-shot my intermittent internet problem to the Starhub-supplied router and arranged for a "Hub Trooper" to come to my place between 6.30pm to 8.30pm the next day (28 Nov) - to coincide with the intermittent internet connectivity issue that i have been experiencing during this time everyday for the last 4-6weeks. I re-arranged my schedule so that i would be home at this time. I received an SMS from Starhub confirming the appointment in the morning. 
So i waited at home patiently. At 6.25pm my internet became intermittent again all the way till the time of writing this. (9.15pm on 28 Nov) and there is no sign of the "Hub Trooper". What is worse, I received an SMS at 8.51pm saying: "(Notification) StarHub: Dear Customer, we were at your premise for our scheduled delivery. As no one answered the door, you may reschedule your appointment via My StarHub App at https://mystarhub.page.link/support"  !!!!!
Can you imagine how upset I am having rearranged my schedule to make sure I am at home waiting by the door and I get no call through the intercom, no call on my mobile, and no knock on my door, but instead get this SMS? I have just completely wasted my time and I suspect the Hub Trooper did not even bother to try to make the appointment!!!! I am still fuming mad at this!!!!!!
So I called 1633 again and after another long wait to get someone on the line, I spoke to Levindran who apologised profusely (although it is not his fault) but he can only try to schedule another appointment between 2 to 4pm tomorrow (29 Nov). He is powerless to do anything more to prevent the same thing from happening again! After receiving good service from the Customer Service consultants, this no-show followed by that SMS really damages the service levels and promise of Starhub. This incident needs to be investigated and explained why a customer can be treated in this manner. Did the Hub Trooper actually make an attempt to visit? If so, why no intercom call, knock on my door, or even a phone call on my mobile phone (my mobile phone number was provided!!!)???? I am still fuming!

Carla_P

Moderator

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5.8K Messages

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3.5K Points

I'm very sorry to hear about this experience. I understand that you are frustrated about this. Nonetheless, we value your feedback as this will help us to continuously improve our services. May I know if our Hub Trooper was able to visit you on your rescheduled appointment? 

~ 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.
Have a good idea? Tell us at our Ideas Exchange!

3 Messages

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3 Points

6 m ago

has this been solved? i have the same issue. my nucleus modem will go on reset mode from 7pm - 730pm.

i did everything from doing a factory reset of my routers to get a new IP address but still the modem is restarting by itself.

5 Messages

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5 Points

Starhub changed the Fibre Modem and the router and everything is now working fine.  Altho the process did take a while as there was an aborted appointment to rectify this which resulted in a big waste of my time....

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