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4 Messages

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4 Points

Tue, Jun 15, 2021 10:53 AM

Terminating Broadband Contract for Misleading Deal

I was re-considering my Starhub broadband because of slow speeds. However, I was sold a 2-year Broadband contract because i would get a new Nokia Beacon router - which I was told was better than my existing router. I signed up for better speeds. But since the last 4 or 5 days of usage of Nokia Beacon router, there's very poor signal strngth in the rooms. And with multiple people using the internet, it slows down even more. I would not have renewed with Starhub if this was case.  I would like to cancel my subscription for being sold a contract after being assured of better speeds and severely lacking on this one premise.
The solution from Starhub is get another Nokia router. Though it's stated on the Nokia box that it covers 1500 sq. ft. - my house is much smaller than that. When i asked technician who came to verify, i am told it's for an open area of 1500 sq.ft. Who lives in these houses with no walls? Why is Starhub selling Nokia Beacon to their customers as a solution? And then forcing them to buy more routers. 
Why is it not stated up front that this is how it'll work with Starhub, you need two routers for basic service. And you'll have to pay for 1 more. Those are the terms of Starhub 2-year contract.
I would like to terminate this contract because of poor service and not taking full accountability for partners it chose to work with. 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

6 m ago

Hi @user_5c317a, we're sorry that we haven't met your service expectation. We understand that you are frustrated about this issue. Please know it's not our intention to make things difficult for you. You might be experiencing slow internet speed due to some WiFi interference. Please refer here for more information about WiFi interference. 

4 Messages

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4 Points

Hello, the SH technician came by and did all the checks. No interference, not faulty - just inadequate. I need a different router or more Nokia Beacons is what he concluded. And that this has to be bought and won't be given by Starhub despite it being Starhub's recommended router. I am told the best Starhub can do is give me a discount for this second router... But I believe you guys are underestimating your best. 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

I'm genuinely sorry if you feel that way, @user_5c317a. However, please be informed that if you terminate your service you will incur an early termination charge since you're still tied to a contract.

(edited)

~ Carla

 

 

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4 Messages

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4 Points

I was sold a new contract based on faster internet. Starhub cannot renege on that, right? Shouldn't customers get compensated then for poor service?

4 Messages

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4 Points

The solution is obvious - all it needs is another Nokia router for SH's service to work at its minimum. You guys know it too but are hiding behind a 'this is the best we can do.' This isn't the Starhub from a few years ago. 

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