SingTel
Reviews and Complaints

May I know whats the point of doing online renewal? I did online renewal for hassle free. But for phone collection I choose the option to collect in person at Bugis junction with the appointment at 1pm. I've reached there before 1pm and collected Q ticket number "A1005" at 2.52pm in which its indicated that 1 hour estimated waiting time while at the moment serving Q number is "A1003". I was curious about the waiting time since I have appointment slot so asked the staff and he advised it may not be accurate but I have to wait. I have waited for an hour nd when about to call my number they skipped my number and called "A1006". You have wasted 1 hour of my time and effort and your staff really don't respect the customer time and effort. He might give the favor to his friend or person that he knows of. Its the conflict of interests. I really upset over what has happened to me and really fed up with this kind of terrible service that I have received as a 8 years long royal customer. Really terrible and annoying experience. Enclosed the evidences attached.

From 16 Nov 2018, I managed to contact Singtel customer officer for scheduling appointment for relocation of my singtel line and MIO TV devices to my new BTO flat in Tampines.

I strongly emphasis on data point connection for 3 sets computer which Singtel installation team must ensure on bringing the correct LAN cable.

Customer service officer was excellent in her rendering of help to a non technical savvy guy like me and said all my need are taken care of, for relocation appointment on 14 Dec 2018.

On 13 Dec 2018, I went to collect a new router box from Singtel HQ after i received an SMS. At same time, I informed Singtel I require a second mio tv box.

1st Relocation technician came on 14 Dec 2018, he only set up my Singtel Mio box and only enable 1 computer data point citing his instruction is only to energised the mio tv box and does not have LAN cable. He asked me to go to Challenger to purchase my own 3 pieces of LAN cable. Henceforth he did not test my 2nd set of Mio TV box for operation function and said he has to leave for another site

On 15th Dec 2018, got in touch with technical service officer (Mr.Max), he send over a 2nd Technician a Mr.(Winston) on 16th Dec 2018.
Both gentleman was good and excellent to rectified a tough scenario and mentioned the communication between sales team and relocation team has detailed missing link. Therefore the major hiccup which no LAN cable was provided and 2nd MIO TV box was not Authenticate.

I have myself paid for almost up to S$100 for 3 LAN cable in order for SINGTEL to fix up my new site installation and if Singtel still do charge me for service rendered for cabling work, is there fairness of play ?

A fault line between staff of Singtel sales, Singtel customer services and Singtel field team in communication, we paying customer has to bear the organisation weakness.

Since porting my number back from a corporate line, Singtel have sent me massively over-inflated bills for the last 3 months. I have wasted hours of time on their "customer service" helpline who really are of no help at all.

I can't imagine anyone at Singtel will pay any attention to this as it's clear that they have had customer services issues for years.

On 01/12/18, i made a payment of $170.40 for my mobile account [protected] via the singtel app however was prompted that the payment was unsucessful. Following up to that, i checked against my dbs ibanking account only to found out that the above mentioned amount was on hold. I rang DBS customer care for clarifications with regards to the holding amount and confirmed that the amount was on hold by Singtel. On 06/12/18, i called Singtel to raise my concern and was attended by a very helpful lady who informed me that the case would be followed up the latest by monday, 10/12/18. On 07/12/18, a singtel representative called to clarify about the payment deduction by Singtel on my banking account which i confirmed it was. Proving to that, an email was sent to [protected]@gmail.com with the screenshot of my ibanking payment details. As i thought everything was settled for, the day after on 08/12/18, another singtel representative again called to check on the payment deduction which was confirmed again by me that an email was sent as prove of the payment deduction. Leading on to that, again today i was called by a representative for a confirmation with regards to the same thing. My main concern here is why was there so much inconvenience caused just for a payment? I made it clear and precise with email as prove but over and over again i had people calling me for confirmation over the same thing. Am i suppose to repeat to every single person who took over my case? Why was there so much glitch and miscommunication on Singtel's backend? I do not penalize all the customer care officer whom i spoke to as all of them did a very good job in providing service. I may not know your system however, Singtel should really look into this matter so as not to cause further inconvenience to any other singtel users.

Pl assist to update my singtel application residential address the same with my IC.
All contract residential address being printed with old invalid new upper changi road address which is wrong, this has been reported multiple times, but yet to correct the info to date.

Agnes Hlaing Hlaing Aye
S2692095G
Residential Address = APT 648, #10-50, Pasir Ris Drive 10, S(510648)

Contract no - [protected], dated 8 Dec 2018

Pl update me when residential address is amended

To whom is in charge, I have a long outstanding amount of S$30.24. Firstly I am a good payer, do not understand what is the issue take so so long to re- process the refund. On 21/9/18 received SingTel cheque no.594230. 21/9/18 Call 1688 talk to Ms Yuri, infrom her instruction was give to singtel before they issued should be in full name but yet still wrong. Resolve given is wait for new cheque. 16/10/18 call 1688 talk to Ravin, kiv another 3working days. 29/10/19 call 1688 talk to Awzani, confirmed cheque issued did 10/10/18 kiv 4 weeks. 15/11/18 call 1688 talk to Ravi kiv20/11/18 or 24/11/18. 1/12/18 call 1688 talk to Naren, suggest bank transfer details given, kiv 3 days will call back, I have indicated call me after 5pm. 6/12/18 talk to Khalid, Ashs is handling, kiv his call. 7/12/18 talk to Haarivin, look for him can't find, kiv Ashs call. I need an explanation immediately.
Thanks
Janet Lam 8661 7076

Hi Singtel

I dropped by the Comcentre on a pouring Sunday afternoon, enquiring if they are able to assist with my corporate scheme. To which, the staff mentioned yes and told me to register for a queue number with estimated waiting time of 3 hours.

I waited for 3 hours, only to my disappointment when the staff who finally served me told me that I actually have to call a hotline for such a service. Should this be made know to me earlier, I wouldn't be waiting mindlessly for 3 hours.

This is a evident sign of ineffective communication within the service team and something which is not expected from a reknown service provider like SingTel.

This is a truly disappointing service experience.

Dear Sirs

I have received a Singtel bill addressed to my apartment. I opened the letter and realised it was attention to someone by the name of Mr Dhinakara Sandrasamy . It was a new line applied by him and the bill was for the month of November 2018. Details of the bill as per attached and as summarised below.

I am surprised of this lapse of control at Singtel. I recalled for any new application or recontract, Singtel will verify the NRIC, and in the case of a foreigner, which extra care would have taken by verifying the passport details and ID and tenancy agreement. However, the fact that the invoice was billed to my address there seems to be a lapsed in control and potential bad debts if the customers goes missing.

Name ; Mr Dhinakaran A/L Sandrasamy
Account No. [protected]
Bill ID No. [protected]
Mobile No. [protected]

I enclosed herewith a copy of the invoice and would appreciate it if you could investigate this case and advised me on the outcome of the investigation. If I do not receive any response from Singtel, I will then refer the case to the police in case of any intention of fraud.

In addition, please update his address thereafter.

Thank you.
Jennifer Lee

I am cellphone user of [protected].

I am happy to see you launch your Data Roaming Plan 1GB 30 Days S$20 package and has been buying your plan for quite a while already.

However, last week before my trip to Vietnam, I tried buying that with start date from Nov 23rd, 2018, but I was disallowed to purchased before my trip. I tried buying again when I reached Vietnam on Nov 21 and it stayed the same and I ended up incurring S$68 when I switched on the data roam to book this package through Mysingtel; however, even when I get to the hotel and used the wifi to try buying, all had been rejected.

When I reached back Singapore on Saturday 24 Nov, 2019, I started contacting Singtel 1688 for help and till todate I have talked to about 5 call center staff and they are all very friendly to help and promised that they will get it fixed the next day and they will personally follow through and call me on the remedy once if there is any progress. However, till todate, I am still disallowed to buy that package and I noted that you are having maintainance this evening starting from 8pm till tomorrow and just happen that I need to leave for overseas tomorrow and the Data Roaming thing is still not fixed.

I just wonder if Singtel cannot even fix a small problem like this and needs so many days and so many customer service guys to handle one customer with a small technical fault and still cannot get fixed. I am really worried for the management of Singtel to be frank that the company is no longer the same as before and I wonder how long can Singtel still be there in future.

Dear Sir

I have sent in my feedback/complaint to SingTel since 2 weeks ago. However, there's no rely or call back SingTel though it was mentioned will reply within 2 working days. Below is the feedback I have sent in.

On 9 November 2018, I have made an order for iPhone XR with 128G, Red, and signed a 2 years plan under XO combo with SingTel (porting over from Starhub).
As I encountered some issue during the process on order online, I called Singtel hotline, 1609 and my order was confirmed.As I am porting over from Starhub, I am very concerned on the process of the porting over to Singtel. The staff who took my order confirmed that the delivery will be arranged on 12 November 2018 between 6 - 9 pm. And the activation for the port over will only take place at 11pm on 13 November 2018.

However, on 12 November 2018, at 8.08 pm, I received a call from Ms Joyce of XDel. She called to inform that the delivery could only be sent at 10.30 pm instead of the arranged timing of bet 6 - 9 pm. I told Joyce the latest time to deliver is 9 pm. She suggested to change the delivery to 13 November 2018 instead as the delivery guy is unable to reach in time. I have no choice but to agree to the change.

As the activation will take place at 11 pm on 13 November 2018, I called Ms Joyce to confirm that the new iphone together with the SIM card will be delivered on 13 November 2018. Ms Joyce however said that only the delivery will only be the iphone XR and not the SIM card. Then I wonder who will be delivery the SIM card. She advised me to call Singtel to check.

At 8.16 pm, I called Singtel hotline 1609. I spoken to a customer service officer, Ms Winnie Lau for more than 30 minutes. My call is to confirm that the SIM card will be delivered together with the Iphone XR and the date and time for SIM card activation. As I will be porting my existing number from Starhub to Singtel, I need to ensure I do receive the SIM card before the port over was activated.

Ms Winnie confirm that the SIM card will be delivered together with the iphone XR. And the activation will only take place on 14 November 2018 or any day after should there be any issue during the activation of the port over. She mentioned that delivery of iphone will be on 12 November, process on 13 November and activation on 14 November 2018. As such, I requested Ms Winnie to call Ms Joyce to confirm that the SIM card will be delivered together with the iphone XR. To my surprise, Ms Winnie said she does not have the contact of XDel. To my surprise, XDel is a courier company engaged by Singtel. But Singtel staff does not have the contact to reach the courier guys.

As Ms Winnie's confirmation on the date and time for the activation of the port over does not tally with the staff whom has advised me previously when I placed the order. I requested her to double confirm and she requested to transfer to another department whom can better advise me. I hold on the line for more than 15 minutes but the line was not transferred. Instead, Ms Winnie speak to me and repeat the whole conversation.

At this point of time, I requested to speak to her superior/ person in-charge for the day as she is unable to answer to me even after talking to her more than 30 minutes. She did not transfer the call and said that she need to send email should I want to speak to her superior. As I am unable to wait for her further to send email to request for a return call, I requested her to arrange her superior to return my call by 9 pm (12 November). I waited for the whole night on 12 November and whole day on 13 November, not a single staff from Singtel returned my call.

Adding on, the whole conversation she address me as Ms Ann, though I keep repeating my name is Ms Anna.

I am totally disappointed with the service rendered from SingTel. I have been a Singtel customer for a very long time till 2 years back, I port over to Starhub as they offered a better data plan package compared to SingTel. However, I decided to port back to Singtel as I feel Singtel is much better. However, before the start of my 2 years contract with Singtel, this is the kind of service I received. I personally feel that Singtel does not cherish their customer and provide poor customer service.

I hope that the Management will look the matter and revert back to me.

Thank you.

Ms Anna
Email add: [protected]@yahoo.com.sg

Can SingTel look into the below claim of hacking n attempt of extortion. Can you trace, neutralise, apprehend, n bring the culprit to task with due legal action.

( Below is a text copy version only, If you need the original email version to trace, plse let me have the email address to forward to. )

I hv changed my email PW.

Kindly let me know urgently.

Thank you.

Quek PH.

From [protected]@singnet.com.sg

To [protected]@singnet.com.sg

Subject [protected]@singnet.com.sg was hacked

Hello!

My nickname in darknet is a8M-3xp0-King.
I hacked this mailbox more than six months ago,
through it I infected your operating system with a virus (trojan) created by me and have been monitoring you for a long time.

If you don't belive me please check 'from address' in your header, you will see that I sent you an email from your mailbox. ([protected]@singnet.com.sg)

Even if you changed the password after that - it does not matter, my virus intercepted all the caching data on your computer
and automatically saved access for me.

I have access to all your accounts, social networks, email, browsing history.
Accordingly, I have the data of all your contacts, files from your computer, photos and videos.

I was most struck by the intimate content sites that you occasionally visit.
You have a very wild imagination, I tell you!

During your pastime and entertainment there, I took screenshot through the camera of your device, synchronizing with what you are watching.
Oh my god! You are so funny and excited!

I think that you do not want all your contacts to get these files, right?
If you are of the same opinion, then I think that $500 is quite a fair price to destroy the dirt I created.

Send the above amount on my BTC wallet (bitcoin): 3Ch7RPfwkJ3wHhiBfA4CNc8SagGdjbZwVs
As soon as the above amount is received, I guarantee that the data will be deleted, I do not need it.

Otherwise, these files and history of visiting sites will get all your contacts from your device.
Also, I'll send to everyone your contact access to your email and access logs, I have carefully saved it!

Since reading this letter you have 24 hours!
After your reading this message, I'll receive an automatic notification that you have seen the letter.

I hope I taught you a good lesson.
Do not be so nonchalant, please visit only to proven resources, and don't enter your passwords anywhere!
Good luck!

On 11 Nov 2018 at around 1220am, I purchase a Samsung Note 9 and sign up CIS plan for combo 6 at https://www.singtel.com/ and book an appointment to collect at Causeway point Singtel Shop on 13 Nov 2018. The Transaction History for 11 Nov 2018 purchase status as pending. I through that maybe I need show Company pass and my purchase is Zero Dollars after the 11 11 discount that why is under pending status. On same day 11 Nov 2018 about 8.40am, I change the appointment to Ang Mo Kio Singtel shop on 17 Nov 2018 because I got something on 13 Nov 2018.

On 17 Nov 2018 about 1200pm, I went Ang Mo Kio Singtel Shop to collect my phone. The person in charge tell me that there are no record of mine purchase on 11 Nov 2018. I tell him that I saw the Transaction History on 15 Nov 2018. When I login the record is gone, he tell me that my account still able to sign up meaning I had not sign up any plan. I also tell I cancel my appointment at causeway point. He ask me go causeway point Singtel shop to check. So I went I back home and try to purchase phone and my account ready able to sign up. I went to Causeway point to check and no record on 11 Nov at all.

I feel an idiot that play by Singtel. I know that I'm a blacklisted Customer at Singtel. Thanks for giving a charge to make changing to Telcom. BYE BYE SINGTEL. Welcome M1 or Starhub.

I was port over my M1 number to SingTel on 28 Oct and as at today, I still unable to receive any incoming call and SMS (except OTP). No problem in outgoing call and data. When someone called me, it always hear the message "M1 number not in serviced". It was very frustrated and what if emergency call from someone unable to contact me, who is responsible, SingTel? I also unable to use the Apps (Grab, Line, company email with 2F verification) which need to receive 2F code from SMS for verification. I have lodged the case to SingTel Technical team and the ID is [protected]. So far the technical team has not resolved the issue and didn't tell me what is the reason and when can be resolved. I was paying full subscription fee but only received 70% services. This is very unfair to the consumer. Please resolve as soon as possible. This is very serious if anything happens and unable to contact. Thank you

I am getting a problem in logging in Singnet Outlook. Unfortunately, the file of Microsoft outlook was deleted, I tried to login Outlook, but it failed in login. I entered the correct password but also in outlook it is showing like its incorrect password. Kindly please solve the issue ASAP because I use the Singnet mail for all my personal, college and even business etc. everything I use that mail only. Now without that mail I even can't do anything please let me know the procedure.

I need to resolve my query ASAP.

My Singnet Mail ID: [protected]@singnet.com.sg
Mobile Number Registered: [protected]

Dear Singtel,

My fibrebroad connection at canberra road has been under severe disruption lately. I have raised my concerns for almost a week now in the Facebook page but all I got from singtel Facebook are queries which do not seem to be helpful at all. I would appreciate if Singtel can take some serious actions to really help to solve customer problems, instead of throw I questions and let the problem of disruption dragged on for a week. My whole package with Singtel exceeds 250 dollars a month and yet this is the type of service I received which is really disappointing.

Please help!

Ngiam Tze Teng
[protected]@hotmail.com

Mobile network not working since port over from Starhub on 20th Oct till now which is 24th Oct.
Cause great disturbance to my work & family due to cut off from use of GPS & Whatsapp.
Called srv hotline daily & visited Singtel shop to address this issue.
But answer is the technical team is working on it.
But it took so many days yet the technical team cannot solve it.
Now I am stuck & cannot port back to Starhub.
Please do something to about it.
My NRIC S7919414G.

The singtel wifi in my house is very slow, not only that, whenever i lock my phone and on back, the wifi is disconnected from my phone automatically. There are times whereby i enter the right password but it will always tell me that i enter the wrong one and ask me to try again. Poor experience. There was once when I experienced poor wifi signal when im just in my room which is very close to the wifi broadband.

My wife has an account with Singtel (Handphone No: [protected]). Her bill seems for Jun or Jul 2018 seems overcharged. So we went to Exeter Road Comcentre on 18 Aug 2018 (Ref No"E1007) to verify this issue. The Customer Support lady, Amelia Thien verified that overchage of $86.06 will be refunded to my Sep 2918 bill.

However, when we received our Sep bill, this HAD NOT YET BEEN DONE. Becos of this issue, the Sep bill is still outstanding. We have been trying to contact Singtel on the phone, but in vain. And we are receiving reminders for payment and the late charges keeps being incurred.

Frankly, after this whole episode, we will be sharing our past BAD EXPERIENCES with Singtel on social media, etc... and DEFINITELY not subscribe with Singtel again !

PLEASE KINDLY resolve this issue before payment WILL BE MADE to Singtel !

Rika Riana/Low Yap Meng

I am totally disappointed and angry at how your network can fail. Singtel being a major telco in Singapore has caused insecurity and inconvenience to its customers. I was out buying food for my heavily pregnant wife who will be due anytime from now. I was trying to reach her through calls, texts and WhatsApp but was taken aback at how the network has failed. This is totally unacceptable. My question to singtel would be.. Are you going to be taking ownership of the issue if my wife's waterbag burst and she is unable to contact me to inform that she is going to the hospital. Upon reaching the hospital by herself, will the hospital be able to inform me as my hp is down thanks to your network. If anything happens to my wife will any amount of money be enough to cover the lost of lives and inconvenience?

I strongly feel a major service recovery should be done island wide for this blunder. I am very sure by now most of your customers will be porting over their choice of mobile service provider by tomorrow.
You may contact me at the information given below for more information.
Andry
andry.[protected]@gmail.com
[protected]

Between 930 and 12am on 18 Oct, Internet was down and i was impacted. Ny friend too in fact, caused so much inconvenience and in addition disrupted my routine. Even the app is now not working - what is wrong with singtel? I would like singtel to at the very least explain and provide some form of remuneration for this disruption and inconvenience to its impacted consumers.