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2 Messages

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2 Points

Wed, May 12, 2021 4:20 AM

PSA: Starhub Numbershare doesn't work

I am writing this post to alert all prospective customers who are considering switching or signing up with Starhub – their customer service and technical service help desk is utterly broken; their Numbershare service (for apple watch cellular) is also not working, and they have not a clue as to how to fix the issue.

You can read the various posts made by other subscribers detailing their frustration here.

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I was previously with giga for over a year. Bought myself an apple watch 6 cellular and decided to port over to Starhub to receive cellular service on my apple watch. Prior to switching over, I went down to their Plaza Singapura branch and confirmed with a customer service representative that the plan I am intending to switch to “$25 4G Sim only – 1 year” was compatible with Numbershare. They confirmed it is compatible. Note – this plan is also listed as one of the eligible plans in their mobile terms and conditions for Numbershare (Page 61, clause 7.11.6 (y)). With this in mind, I applied to switch over and was successfully ported over from giga on 10th April 2021.

https://www.starhub.com/content/dam/starhub/legal-notices-and-terms/consumer/mobile.pdf

After my number was successfully ported over, I tired activating Numbershare however it kept giving me an error message. The error message said that my mobile plan is not compatible with Numbershare and that I needed to change to a 4G/5G mobile plan before I can subscribe. So I called in to 1633 and was advise by the Customer Service Representative to head down to one of their branch for further help. I did so the next day on the 11th of April 2021, Sunday. The representative on site was not able to resolve the issue and filed a ticket for their back-end technical service personnel to investigate the issue. They promised that it will take 24-48 hours for them to resolve the issue.

So, I waited patiently for 24-48 hours. No reply whatsoever from them. A representative called me on Friday 16th April 2021, telling me they needed more time to investigate the issue and will get back to me next Tuesday, 18th April 2021. Fine, I shall wait patiently again then. They did call me back on the 18th April 2021, telling me the issue has been resolved and that I should unpair and repair my apple watch to activate Numbershare. I did exactly that, but the issue persists with the same error message. I even when down to their Plaza Singapura branch to change my sim card hoping that might help. It did not so I called back to 1633 for them to re-investigate the issue.

Each time I call in to enquire about the issue, they will claim they need more time, and someone will call me back in 24-48 hours. They never do.

 

So I decided to do some troubleshooting on my own. I went down to NEX starhub branch and spoke with a representative there. I signed up for an additional 4G Sim only no contract plan just to see if the issue was related to my hardware. I was able to activate Numbershare on that new mobile line. So it appears perhaps the issue could have been attributed to me porting over from giga. The representative took photos of the outcome and “sent it to their back-end team” to look into this.

I was quite pleased at that moment, thinking perhaps we might finally be able to resolve the issue. I was aghast when I found out that the information was not passed to the back-end team and that my case number was “accidentally closed”. Starhub, you are wasting my time and resources!

Yesterday, 11th May 2021, exactly 1 month after the issue surfaced – your backend team called me and told me to “subscribe to Numbershare on the starhub mobile app”. How can you be giving me such inaccurate information after 1 month of investigation? Why is your customer service and technical service help desk so broken? Do you not know the anguish I feel having caught in this endless round of back and forth with no resolution in sight? The frustration I feel is immensurable.

Please waive my termination charge so I can port over to another telco.

 

 

 

 

 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

7 m ago

Hi @user_2cb667, I'm sorry for the inconvenience this has caused. I understand that you are still waiting for a resolution to your concern. As per checking by my colleague, they've already sent a follow-up to the relevant team to address your concern. Once again, apologies that it's taking longer to straighten this out. Thanks for your patience and understanding. 

2 Messages

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2 Points

@Carla_P

Your representative did not call be back, as promised, yesterday 13 May at 5pm. They promised me a call back today at 4 pm, as comfirmed by 2 of your agents that I spoke to this afternoon, 14 May 2021. They still have not been able to fix the issue despite 1 month of investigation. This is very disappointing and reflects very poorly on Starhub. 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

I'm sorry to hear about this. Upon checking by my colleague, a member of our staff has contacted you. Also, you have agreed to a resolution regarding your concern. 

~ 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!

Respected Commentator

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11 Messages

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7 Points

@user_2cb667

was your issue settled?  I have the same issue and it's been 3 weeks now... still not resolved.   For my case, the phone, the watch, the plan... everything is compatible but they just cannot get it sorted out and do not know what's the cause.  Worse.. they cannot even activate the numbershare on their side...What a joke! 

Carla_P

Moderator

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5.8K Messages

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3.5K Points

Hi @user_2cb667, I'm sorry for the delay to resolve your concern re: NumberShare. We will need to look into your account details for this, so kindly contact our Customer Support through Facebook Messenger by clicking the link below as we have to check your account first. Rest assured, they will do what they can to straighten this out. 

~ 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

Hi i also got the same issue.cannot active numbershare. Under starhub app numbershare addon is disappeared.

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