SingTel
Reviews and Complaints

I want to complaint about your customer service and iPhone X pre-order arrangement.

I'm extremely disappointed and upset with your customer service, nobody can help me to resolve the issue. They are half-hearted and perfunctorily explained to me with a few words.

Firstly I received email from your company on 1st of November 2017 6:23pm to be informed to follow the instructions to proceed with the purchase of iPhone X. See attached.

On that day, I had business trip at Jakarta, but I manage to be on time to order it.
From the beginning, SingTel website was quite high traffic, I tried many times but failed to get through. After 2 hours accessed continuously, I had successfully proceed to next page and choose my plan & so forth. When I click on "re-contract on your plans", it proceed to next page and OnePass ID login is necessary. I inputted my id and password, but wasn't success. I tried plenty of times and even reset my password but the end failed too. See Attached.

After I touched down in Singapore, I rushed to SingTel retail shop at Ang Mo Kio Hub. After I reached there, I explained everything to the PIC and she told me that, "even if you queue for this issue, our shop unable to help and please call to 1688 to ask for help". They didn't even check it in detail and reject me directly with the reason above. Their attitude really make me upset. Therefore, I called to 1688 to ask about it. I was waiting for 20mins, finally I got through the call with the operator. I explained again my purchase problem, he taught and asked to reset password and all but in the end still failed. After almost 50mins, he asked me to try it again by myself due to he was holding my line too long and he will call me back after 20mins to check and confirm on my situation.

When I got home, I kept trying again and again, I still couldn't proceed. After 1 hour, the operator didn't call me back and I tried to call to the center again. I have been waiting for almost 40mins, and still nobody answer my call. In the end, already over my order period hence I gave up on this pre-order.

Almost half of my day (9 hours) got wasted because of the pre-order. I put so much effort on the whole process and my intention was to get things done. It was extremely disappointing and I was really really upset with your customer service as nobody can help me. Every customer wish to have their issue resolved but in the end it did not happen. I hope you can look into this issue and give me a resolution as soon as possible.

Jurong West st 64 fiber broadband not working for 4 days and despite calling their helpdesk, they are utterly useless! Both ONT and wireless router shows green light for ONT and blue for router which means working but cannot surf at all. Reboot dozen times and physical connection is ok. There is always an exclamation mark on the wireless network icon on my laptop and phone. Bring router to another friend's place who uses singtel fiber and it works. Notjing wrong with router! Call the helpdesk request to perform a backend reset of the network over their side and they claim due to 3rd part router can't do anything? What the [censor] are they saying? This got nothing to do with third party router! Piece of [censor] their helpdesk technical team is!

I'm filing a complaint against SingTel for their disappointing customer service and network failure since 3 weeks ago. To date, none of my discontentment has been addressed.

I have first raised issue to SingTel at the beginning of October 2017 regarding failure of home phone & internet connectivity.

SingTel technician came to fix it, home phone connection was fixed but the internet connectivity got worse to the extend that even if you stay close to the modem it doesn't connect and drop to 4G. Which I was then being offered by SingTel to change my current ADSL to Fiber to address my issue.

As a customer with SingTel, I need to continuously follow through with SingTel without getting any prompt assistance/callback. For the last 40 hours now, SingTel has been telling me that their system is down and they cannot make immediate arrangement for Fibre replacement.

We also compromised by allowing their Technician over to fix the ADSL but still connectivity still failed (to the extend no connectivity even when we are next to the modem) after a couple of visit changing the ADSL modem twice.

For that reason, our entire household has burst out data plan since the beginning of October and it's continually accumulating to a horrendous amount.

This requires immediate attention & compensation from SingTel!

I am very upset with your Singtel customer care officer. As I mentioned in the phone call, I said that the wifi signal is bad that why I am connected to my own mobile data. And the officer she imply that is not the mobile department problem as they already sent a message notifying me that I already used up 90% of my data bundle. So is that my fault? I asked her. She say normally they will advise customer to off mobile data while using wifi . But no one advise me about that so how Would I know? She say till the way that I feel that the slow wifi connection in my home is my problem. Is that really my problem that my Singtel wifi is very slow? This is very bad service attitude. Pushing responsibility to me and other Singtel department. Very upset. I wonder is this really the Singtel customer care service attitude? I have been a loyal Singtel customer for 14 years this is the answer I get when I asked for an explanation. Makes me wonder should I just terminate my lines and my home plan after the contract . :(

On 23rd August I signed for now contact with a promised installation date by15 Sep but till today 21-oct it is not installed. Even after several reuests they never given a proper response or exact ETA of completion.
With old setup which iHave doesn support my office networt to work from home, I have to travel to office if I get any office calls in my midnight.

It's very hard for me to go office in midnight after working several hours in a day in office.Its impact my health and social life too.
Please cancel my contract which is not installed or implement ASAP

Hello, I would like to notify you about my bill that have been overcharged since I sign up for singtel postpaid on 27/08/2017, 16:35. I have been served by Ms Jessica (Singtel Shop @ Bugis Junction). I signed up for combo 6 plan. She told me that she free me a special number simcard (which alot of unknown numbers keep calling in throughout morning till night and I got charged on my September bill) and I add on extra v019 (international call) for $8, but had charged me extra when I make a call. Besides that, viu premium and asian plus had been charged, which she said I got it free trials for 3 months. She told me that she will inform the billing department to deduct my overcharged bills for my next bill, which it never happen.

I would like to lodge a complain. I have signed up Singtel internet fibre broadband service in Sept 2017. I also told Singtel to pop in the home line from M1.
M1 told me Singtel is able to pop in the home line from 9 Oct 2017, but to-date the home line is still not pop in. i have called Singtel many times, but Singtel is unable to tell me what is the problem.
This is very bad. I am not able to terminate the internet line with is bundled with home line from M1 since Singtel still has not done the pop in.
I really regret switching over from M1 now for I thought Singtel is a more reliable Telco but I am wrong. Blunder after blunder it seems.

I really do not understand what is taking Singtel so long to do the pop in and I am incurring cost of unable to terminate M1 internet contract due to Singtel incompetency. Contac me at [protected]. -- Mr Lee

Dear Sir/Mdm,

I was at the SingTel shop at AMK Hub, today 15/10/17, at about 4.14pm, with my Mother who wants to check her increasing bills costs. The friendly guy at the ticketing counter understood what we needed, helped us pressed for a queue number while we waited. We thanked him for doing his part of the job.
After 5 mins, our no P2025 was called to Counter 4. A man clad in a white shirt, no name tag worn served us. We had queries and doubts which we hoped to understand. However, this very unfriendly man, without a smile at all from the beginning, heard what we would like to clarify, gave us a disgusted look and practically just tell us off that after the few months of free promotions, of course have to pay after that! Excuse me, Sir! I'm questioning why am I paying so much. I'm not telling you I'm not paying!
SingTel, please send your staff for training to learn how to communicate effectively to people!
Totally disappointed with the service provided by SingTel! Can't wait for contract to finish to switch to other provider!

Regards,
Irene

Date 15th sept 17
Inv0052-130-[protected]
Inv date : 2017-09-14
Direct sales

Ordered through phone to deliver note 8, a phone that is with a stylus. I was driving when the lady from singtel called to confirm my order, I just mentioned I need one with a pen. Delivered s8, I called on the 15th sept itself to report the wrong order. Singtel dragged my case for investigation for more than 2 weeks before giving me the answer that it couldn't be changed. Under lemon law, I was able to change within 2 weeks even if it was a wrong communication. What kind of service is singtel providing?
Obviously not using a proper job calling me at wee hours and expect me to pick up my calls.

I am a singtel user for more than 10 years and never fail to pay my bills. I am holding a high plan for many years.

Please note my email nicholas.[protected]@gmail.com

and trace back that i have sent in more than once for my corporate number [protected] which is barred from sending sms out. which i also attached a email that shows that your staff mislead me to believe i am allowed to send up to 50, 000 messages, which i clearly stated that i would need it for business purposes.

and i have complaint 3 times yet i did not receive any calls from any singtel representative on the released of my barred number.

if this continues i will not hesitate to keep complaining and posting for someone to contact me. you can call me @ [protected]

To: Ms. Chua Sock Koong

How is it that your Head of Planning and Operations Mr. Marc Sew and your VP of Consumer Operations...ignores my feedback despite having promised to get back to me by yesterday (Thursday).

This is exactly the way their junior frontline staff at 1688 hotline treats your Singtel Customers, and NOW it is not a surprise having received the very same treatment from your Head of Department plus VP.

I hope to receive a call from your kindself to my mobile number [protected] as soon as possible.

Super disappointed Customer
Peter ONG

I did a re contract for my mobile phone ([protected]) on 2nd Oct 2017 in the evening at NEX sing tel shop at level 4. Once reaching home i realize that my data can't be used and the next day on 3rd Oct morning around 8:10 i called Singtel and talk to a customer care officer. She guide me to do some keying in my mobile, but nothing happens and she told me she ask the technical team to look into it and let me know by the same day evening. I waited the whole day and there was no change in my mobile as by that time i also realize that even my caller ID is not working and i am getting calls showing unknown.

The Next day on 4th Oct morning again i called and told them my problem and the answer still the same that they ask the technical team to look into it. At about 4:35pm I got a call from the 1st customer officer telling me the same thing and till now my problem is not solved and it is causing me a lot of inconvenience in my work place.

Issue: Extremely rude service from Justin (SingTel Customer Service team)

As a service provider, you should have more patience towards your customers. I was genuinely seeking help from you, making enquiries on behalf of my grandmother who's using the phone service from SingTel. I was polite to you, but, I did not receive the same treatment or service that I ought to receive from Justin. You sounded vexatious and extremely impatient when the call only lasted less than 10 minutes.

Please improve the customer service experience that you should offer.

Hi Singtel, my MIO was Terminated on Saturday 30/9/2017 without our knowledge. I've already make payment of $300 few weeks ago when it was disconnected. And i've paid $200 yesterday. So now i called and speak to your Customer Service staff and she said that i have to make all the outstanding payment including this month new charges and also our hp bill including this mth too for them to activate which total up to $800 plus! I was freaking shocked! Not only that, there will be an activation fees of $40 and also a Singtel staff will drop by to change the box and another charge of $90! What Is This? You guys terminate our line even thou payment have been made and to activate also we have to pay? And when i called, its regarding my MIO and Internet services to be Activated! Whats that got to do with my Hp bill? I need the internet as our kids is Studying and they need wifi! I've been paying every month and this is what we got! It is totally UNFAIR for you to Terminate the line when i've already make the payment! This is Not the Right way To EARN customer's Money Singtel! You cant just anyhow Terminate Customer line! We have been paying every month! Your staff did mention that its a new System! That new system Is Your Problem! I've been supporting SINGTEL for many years! And I'm utterly Disappointed with Your service. And they said that it will take 6-11 days to activate back the line! 6-11 days?!? Then how is it my kids going to study? Letting them Rot at home with no TV, No Telephone and No Wifi? I' m a working mother! My Kids will be at home with my sick mum in law.. If Anything happen to them, how am i suppose to know? Again i emphasize here that i've been paying all this months! You guys better do something about it before i bring this matter to the higher authority cause its Absolutely UNFAIR!

Hi Singtel team,
My mobile data exceeded & my waiver request was rejected due to my retired plan. I disagreed as:-
1) I did set the alert in my app & there is no disclaimer tt alert not applied to my plan
2) I am still paying my service
3) I dislike how SingTel pushes me to take up another added service
4) If other service providers can do, why can’t SingTel?

Dear Sir,
Re: Account No [protected] Service got Terminated

On the 23rd Sep 2017 I call Singtel 1688 regarding the above issue. I spoke to Mr Bala for almost more than 45 minutes to find out why my service was terminated. Mr Bala try calling the payment department and was told that I didn't do payment for September bill. I told to Mr Bala I did two payment cos I told him i am under IPA. Mr Bala told me there was no payment for September that's why my internet got terminated from payment department. I told Mr Bala I already did the payment and Mr Bala again check with the payment deparment and payment department reply to him that I shortfall 0.89 cents.I ask Mr Bala to put me thru the payment department but the staff name Marliza reluctant to talk to me. I try to speak to Mr bala superior Mr Prince and Mr Prince told me I have to clear $342.11 before they can connect back my internet.I try explaining Mr Prince about my payment issue but still he told me he cant do much from his end. I call again after 4pm again and spoke to another staff but could not remember his name and the staff advise me to go directly to IPA. I took a taxi and rush to IPA but IPA advise me they also cant do much but told me to do $342.11 to any AXS or SAM machine and forward the payment receipt. I call around 6.05pm and spoke to technical department to Miss Huda and was told to email the receipt to [protected]@singtel.com.i Email the receipt and was advise by Miss Huda to check my internet service after 1 hour..after 3 hours my internet is still not connected. I call in the evening and told them my internet is still not working after the staff check and told me my internet is terminated and need to refit.i try speaking to one of the manager and she help me to escalate my case to the relevant deparment on urgent basis.25th sep 2017 I call and ask about my internet connection and was told to wait for the refit department to call me back on the same day.but no one call me. On the 26th Sep 2017 I call and told them nobody call me and the staff told she will inform the refit department to call me back but no one call me back. On the27th Sep 2017 I call few time about my internet connection and was told by today the refit department will call but still no one call. I call directly to Fibre Broadband department to find out when are they going to connect back my service and they told me they awaiting for management approval to waive the re-connection fees. Now my children exam are just around the corner and they need internet for their home learning and without internet its very difficult for my kids to do their school work.
As a loyal customer supporting Singtel for many years I just want to know the following reason:
1.why my internet got terminated when payment are done.
2. Why payment department are telling different reason for my internet termination.one minute they say no payment done ON September bill and the next reason payment got shortfall of 0.89 cents.
3. Marliza from payment department doesn't want to liase with customer on the phone.
4. Technical department put up a urgent request to refit connection on the 23rd Sep 2017 till today no one call.
4.Almost 4 days still there is no reply from Management for approval to refit connection.
5.So many request are put up from various department for refit for my internet connection till today there no reply from anyone.

I will be appreciate if you can expedite my internet connection due for my children who needs the internet very badly for their school homework

Your Sincerely
Asuncion M Nallathamby

Yesterday Saturday signed 1-year contract for Singtel SIM Only and was told the Singtel SIM would be activated within 1~4 hours (Saturday) but the existing number can only ported on Monday.
Singtel shop also couldn't tell me the temporary Singtel number tied to the SIM.

But nothing happened on Saturday and even today Sunday.
How Singtel service has degraded tremendously!
Gone are the days of efficiency in Singtel.
Hey the Singtel management is sleeping?

Done an on-line re-contract on my Fibre Broadband on the 7th Sep 2017.
One of the sales person gave me a call while I'm driving on 9th Sep 2017 @ 5.34pm, and told me he will call me back again on 11th Sep 2017 since I'm inconvenient to talk.

But to-date, none of the sales person give me any call since then though I had called 1688 personally on 16th Sep 2017 @ 10.07am to enquire on the re-contract status, and the customer service said she will help me escalate to the online sales team.

And eventually I've to call 1688 again on 21st to re-contract my fibre broadband with the help of the sales person over the phone.

Would like to find out who is liable for the issue and the cost incurred due to the lapse in activating the new contract?

I check my balance on 13/09/17 and my balance was $30.86 and data 52mb at time 18.48. So i carry on my work where i didn't even touch my phone till 20.43 where i wanted to make a phone call and i was told i have insufficient fund and then i check my balance again and it came out all have been deducted to 0. So i call up the cust care and cust service say the system was not updated yet and it will take 2 hours so he say will call me back at 22.00 and he did with the answer its still not updated and will only give an answer the follwing day at 10am. So i receive his call in the morning and the answer i got was it was deducted by the on going app and i should have disable the internet when is running low. I don't think 52mb is very low where i'm not even using it rite. Then why are singtel selling 10mb for $1? Just for on going app to deduct? At time 14.34 when i top up my data was 52mb and at time 18.48 i still remain 52mb and why in this 4 hours theres no on going app? I didn't off my data also. This is so rediculious rite. I really felt being cheated where i just top up the money on the same day itself at 14.31. This reason given is really unacceptable. I've attach some screenshot of the balance i've check pls go through it. Tq

The mobile line has been getting intermittently in to no network service, I did make a complain about it earlier and nothing worked. Also when i go overseas and come back it takes almost a day to come back to service.

Also Last month the over due has cross $300, this was a night mare to me. they never have thing to track the v019 calls. I cannot be chasing this connection every time and now have decide to disconnect this line and switch to Starhub. Writing this for being visible if some body is bothered about hearing the trouble of customer and still working at Singtel.

Biggest problem is you cannot be spending tie with customer care for 30 minutes and eventuly with no results.