U

5 Messages

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4 Points

Tue, May 11, 2021 10:43 AM

Charges bill for 1633 & starhub go app

Called starhub CS at 1633 on 8 May why my data usage being charged when i stream starhub Go app..

Online state that starhub mobile user is entitled to free streaming. The call took me 60min and amazingly the 60min call also eat into my 100min monthly calling entitlement.

Until today no follow up from starhub to resolve for me. I have already exceeded my call min and data usage monthly. Should I pay?

5 Messages

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4 Points

7 m ago

on 8 May, I called 1633 to Starhub CS enquire why as an existing Starhub mobile customer, why am I not entitled to free streaming for my subscription to starhub Go app. The CS acknowledged it should be free streaming in my case but could not explained why this happen. The call lasted 60min before CS promise will resolve and assign someone to call back.

To my shocking, after the 60min call with 1633, I realised that it also eat into my 100min call entitlement. Today I have already exceeded my 100min call time and mobile data usage. I cannot call 1633 again to check as I will have to pay for the call to 1633.

Anybody can advise what to do now? Should I pay for exceeded calling and data usage? I will port to another telco if I do not get it resolve by 16 May at billing cut off date as it is so impractical and efficient Starhub treat customer.

Note: This comment was created from a merged conversation originally titled charges for calling 1633 and using starhub go streaming for existing starhub customer
Carla_P

Moderator

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5.8K Messages

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3.5K Points

7 m ago

Hi @user_dfe5c7, I'm sorry to hear about this. Let me just share that the APN setting of your phone should be on "shwap" so you won't incur data charges. For your concern regarding talk time, local calls made via our postpaid mobile services to our hotlines will indeed be free of charge. 

5 Messages

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4 Points

@Carla_P amazing..the setting was all along at shwap..no issue for me for past few years with starhub. For the calling 08 May was the only time i called 1633. Other than saying just saying not sure anything can be done?

5 Messages

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4 Points

Other than have feeling for me i wonder what else can Starhub do to resolve this..i do not need sympathy I need solutions..

Carla_P

Moderator

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5.8K Messages

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3.5K Points

We will need to look into your account details to further assist you, so kindly contact us through Facebook Messenger by clicking the link below so we can straighten this out. Apologies for the inconvenience as I don't have access to your account details here. 

~ Carla

 

 

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