U

2 Messages

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2 Points

Sun, Oct 3, 2021 2:52 AM

Service not resumed after recontract

Hi


Normally, how long does it take for the Broadband service to resume once I recontract?

I recontracted with Starhub recently. I was told that there will be broadband service disruption from 7 AM on the day of the delivery of the new set-top box until a couple of hours after the set-top box is delivered. The new set-top box was delivered yesterday morning 2-Oct-2021 11:30 am.


It is now almost 24 hours and the broadband service is still not up. I have made umpteen calls to StarHub and I kept getting a standard reply that they will mark the case as URGENT and expedite. But nothing seems to have happened till now.


The different agents I spoke to, kept getting different responses in terms of the number of hours it will take for the service to resume. One agent said 2 to 3 hours. Another agent says 24 to 48 hours.


May I know what takes so long for the service to resume? It is just a contract for the same 1Gbps speed. I honestly don't understand why should there even be a service disruption for this. 


A service disruption this long is really outrageous. 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

2 m ago

Hi @user_bcb493, we're sorry for the inconvenience this has caused. Please know it's never our intention to make things difficult for you. Is your broadband service back already? If not, please contact our Customer Support via Facebook Messenger by clicking the link below for further assistance. Apologies since we don't have access to your account details here. 

2 Messages

 • 

2 Points

2 m ago

The issue is not resolved yet.

I am in contact with them on Facebook Messenger since Saturday. Have also called the technical team many times. But just keep getting the same template reply, from both the channels.  "Your work order is in-progress state. We are currently looking into your issue and update you asap".

Carla_P

Moderator

 • 

5.8K Messages

 • 

3.5K Points

We are genuinely sorry that your service has been disrupted. As per checking, our Customer Support has raised your concerns to the relevant team to review. Thanks for your patience and understanding. 

~ Carla

 

 

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