StarHub
Reviews and Complaints

I had a dispute over my bill and Starhub kindly agreed to refund the disputed amount. I was told that I will still be charged for the month and the waiver will be reflected in the following month's bill.

However the Giro deduction never took place during said month, and when I checked, was told that the payment date was extended and I will be charged the following month.

I needed the Giro transaction to meet my bank's criteria (3 Giro transactions per month), to qualify for the bonus interest.

I was frantic as I stand to lose about $1k in bonus interest for that particular month as there was a large transaction involved.

I called Starhub many times, spoke to many hotline staff, was told different things, never received any follow up calls as promised, had the most frustrating experience ever. I was never told that the Giro transaction will only take place the following month. I was transferred from one person to another, one department to another and no one told me how the decision was taken to change the payment date to following month. I was told someone from Billing/Finance will call me and waited for hours and when I finally got to speak to someone from Finance after an entire day, it seemed the person was not even aware of my case. I was told by the technical/billing staff that the Finance department would be able to override the system and send instructions to my bank for the Giro deduction before month's end, but then was told by Finance department it was not possible.

The staff acknowledged my frustrations and apologized but it was terribly upsetting that I lost my substantial bonus interest through no fault of my own.

All I got from Starhub at the end was, sorry, we cannot help.

I was told by Molly (which I first called on 7/1/2023) to call back once I received my bill for the month of Feb.

On 6/2/2023 I called up starhub service care again and was engaged with Lorenzo who answered my call.

He denies all my chat with 2 guys I spoke to on 7/1/2023 and even says that they were not supposed to say it can be waived off.

My part on why I made a call to starhub. I have always been using data roaming from the apps and this time I did again before I enter Johor for a day trip. Fyi, I am under CIS of Attorney General Chambers.

I have never had issue buying 3 days or a month data (depending on how long I will be away). For this, I bought the 3 days data from the apps.

But unfortunately, on 6/1/2023, when I was in JB (less than 2 Hours) the message came as I have used up all and an amount of $150 will be charge to my bill. Saying this I was only in JB for likely less than 2 hours and I have not even used my HP yet from that time as my colleagues are the ones who book all our grab and such.

I straight away off all my data even after paying $5 and without having to even use it. It impossible to used up all data for less than 2 hours.

The next day on 7/1/2023. I made a call to starhub twice (Molly and Ravi is I got the name right) and was told that there was a glitched and to call back when I received my bill to waive the amount.

On 6/2/23, I called up and Lorenzo received my call. This rude man, he is not helping, and we end up in argument as he definitely gets lost at what he is trying to say and even try to teach me to use my hp instead. I told him to open up an investigation on this and told him that I will lodge a complaint. He agreed and said go ahead. He is definitely unfit to be a customer service unlike the other 2 person who I am engaged to on 7/1/2023, who show more professionalism in handling a matter.

We call Starhub not to be school by someone from your side but to settle our issues instead. Do sent him for more courses as it will be just a matter of time, things will go viral for StarHub due to his rudeness.

Lastly, he does not even settle the issues I am on still and matter is still hanging.

Starhub,

Your service department is utterly useless.

We transferred my account from 20 Jan 2023, from then we were not able to receive OTP and later on we were not able to receive phone calls.

We were put through multiple agents through call and email. We event went down to the center to change sim card - this did not work. We've done everything the call center asked us to do, and even tested the simcard on another phone and even a new one, restart my phone, etc.

When we wrote to starhub, explaining all the above, they asked us to restart my phone.

Because i can't receive OTP and Phone calls, i can't receive daily calls from clients. I can't activate important apps such as whatsapp and my banking accounts! There was a payment transaction i urgently had to make - and now i have lost 2k because this problem has been dragging for 12 days now and counting.

starhub never made the calls to us they promised, and the call agents (which we were told the problem was escalated) were CLUELESS and put us on hold for days again.

it's such a frustrating situation and causing so much inconvenience, we don't even know who to turn to anymore in Starhub because this situation is soo loosely and carelessly handled.

We have been following up almost every day with calls, emails, etc. NOTHING has been resolved. This is ridiculous.

I have terminated my mobile line [protected] since Nov 2022 when my contract expired. I have make my full month last payment in Nov and there was an overpayment of $13 as the termination date was not the full cycle. I have tried calling, WhatApps and email StarHub customer care several times, however, I still have yet to receive my refund for the excess payment.

Not sure what is holding StarHub from issuing my refund. Each time CSO will come back with a different excuses. I guess is trying to drag the timeline hoping I will give up from following up with the refund.

Kindly assist to look into this matter.

Thanks

Carol

Dear Sirs,

I have just Top-up $10.00 to my Starhup Prepaid number +65 [protected] today.

The balance before top-up is $31.40, the SMS and Email received shows balance after topup is $41.40.

However I checked online with the phone shows the main balance is $.21.40

that is minus $10.00 from previous balance.

Kindly clarify.

Would appreciate your quick response.

Thanks and regards

Tjoa Sui In

23 January 2023

Hi All,

I purchased my first HDB house in Singapore. Received house keys on 5th January 2023.
Next day tried to apply new broadband connection and scheduled in next 2 days but no one come and went to Starhub Jurong branch, they replied will settle.
Same day received email stated installation cancelled without any reason.
Then applied to Singtel, scheduled and received email, stated
"Both ports are occupied, so unable to installation.
I informed this to the previous owner, he said he cancelled his connection.
Informed this to Starhub and called Netlink trust, nothing happened.
All are throwing me here and there without solution.
Meantime I keep trying, chat with Starhub WhatsApp, telling same story many times and every time they schedule installation and cancelled.
Every time I cancelled my kids plans, waiting at home without bring my kids for outing for their holidays because of this unusual plans and cancellation.
I am a legal owner of the house and told them ready to produce needed documents.
My doubt, when a customer cancelled his subscription, why the NetLink trust ports were not released by default?
Why they are waiting to raised to problems for new subscribers?
Even today 22nd January 2023, there is new installation has scheduled by Starhub between 11am to 1 am.
There is no sign for installation.
I check internet, noticed I am not alone here, already many people faced this.
Surely still many new subscribers will face the same in future if there is permanent process implemented to avoid this interlinked technical settings.
Now I don't know What I have to do to get a Broadband connection.
Hope this matter will settle soon.
Thanks

I am a long time customer of Starhub. Last Oct, my 2 years contract was due for renewal. They offered me a $64.90/mth exclusive deal for my Homehub bundle, so i renewed my contract online.

During the week of renewal, my entire internet, TV and phone were disrupted. Had to call Starhub countless times in a week, with them telling me it's my hardware causing the problem. Hello, I had no problems before the renewal, and now you tell me its my side's problem? Ok, never mind, so my family bear with it and finally got everything resolved.

3 months after, I received the real billing of the renewed contract. Past few months were a mixture of removal of old contract and new contract billings, so I was unable to tell if the billing is correct. In Jan23 billing, they actually charged me extra $20 from what I contracted for. I enquired with them, showing them my order confirmation of $64.90 renewal price. They argued saying their system shows otherwise, and refuse to correct my billing.

Recontracted my line online on the 13th Dec & realize address was wrong. Called 1633 within the same hour to cancel so that I can correct my address before recontacting again.

Was told its in the process & will take 2-3 working days & this happen quite often & it won't be a problem. Called back on the 16th Dec because heard nothing so far. Explained that I need the new phone for before Christmas. Was told that to be patient & I should be getting cancellation email soon & I can change my address after that & recontact my line.

Called back on the 17th Dec cause heard nothing again, explained everything again but was told some one will call me within 24hrs.

Heard nothing again hence called back on the 18th Dec, explained everything again & demanding for an explanation. Asked what is it that they investigating, why is it taking so long when it should be just 2-3 days. Also asked if they need anything from me to expedite the cancellation & would like to know what's the status. Again, customer service officer asked to trust starhub one more time. She promise that someone will call me within 24hrs & she will get her supervisor to "urgent" escalate the matter to catch the attention of the relevant department.

Another 24hrs passed by and still no email, no phone call, no message, no one from Starhub contacted me.

Today is the 19th Dec & I do think I've been very patient in regards to this matter. Have not even raised my voice to Starhub customer service officer but apologised that she had to handle this case.

I activated the fifa broadband on my black starhub tv box and I couldn’t access fifa World Cup pack on the the app. Then I called starhub and they said it is not available for the black box users. So I cancelled it. They said to call back again as the order was still processing. I called back again on the same day an hour later and finally it was cancelled. And I asked if I would be charge anything, starhub said no. But I found out that starhub has charged me for it in my latest bill. I called up starhub and they said this is not refundable. Which is not what the customer service told me a few weeks ago. Starhub has confusing products and even worse customer service that can’t charges customer even when they specifically said that they won’t.

Service was disrupted due to overdue payment on 4/11 1254pm. Full payment was done (330pm) after finally driving to Macds for wifi. Sms rcvd of payment. Tried off n on hp but service was not resumed. Called CS abt 435pm. She asked to show proof of payment yet she said system shows payment rcvd but takes 24 hr to upload. But the voice recordg mentioned service will be resumed within 24 hr. I asked if its backend issue and she said no. Later she said there's an error and insisted no backend prob. Whats the diff?!?! She arrogantly repeated herself. Sent me link to submit screenshot but it was expired within 10 min (I need to drive to nearest Macds to get the wifi ok!) Called CS at 5pm. Guy said no need send proof anymore, payment is cleared and service shld resume within 20 min. 45 min passed. Called CS again, as we spoke, sms came in at 551pm saying service resumed. We hang up and off/on my hp and indeed data came on. However, at abt 7pm when I was trying to make outgoing call, I was redirected to CS. Basically, any numbers I dialled will bring me back to CS. So, spoke to the 4th CS! CS asked me to try troubleshoot by on/off airplane mode. No, it didn't work and so I was directed to CS again. This time I was told to try MMI code to disable all barrings. No, it didn't work! I got directed to CS again for the 6th time. I asked why didn't CS tell me about the troubleshooting all at once since beginning? Why I have to get the instructions bit by bit? He said maybe they forgot? Har? Anyway, I have lost track but I do rmbr I spoke to 8 diff CS! NO.7 CS raised a ticket to get technical team to rectify the issue and it will take 24 hrs! He claimed will put up as urgent to expedite. No, after more than 24hrs, nobody called. So, I dialled 1633 to speak to the last (8th) last night about 8+pm. The latest audio msg when I tried to call out is"your service does not allow you to make outgoing calls, call 1633". By the 8th CS, I cld sense that they got impatient and as if I am harassing them or some kind. They can read from my history of calls made. And some of them didn't believe and insisted that if I can call them, why I can't call out to others. I had to explain to all of them that I didn't call, I just dialled random numbers and it got routed to CS! They can read the messages left behind by previous CS, at certain points I was left on hold many times and for a long time. This is too much to handle! Imagine not able to make outgoing calls, especially I am working and always on the road driving. It really got me into suspect that I was sabotaged where I cld have "offended" the very first CS, and now I have to go thru so much trouble. As I write, I am still not able to make outgoing calls! How stressful that is.

This is my 3rd time emailing you people and telling you people the same song the last 2 times.

My freaking line gets disconnected whenever ppl call me and while talking to me. I had very important calls and was disconnected.

Do you know how freaking annoying this is? And it is affecting me!

And they always complain that they cannot hear me or the line goes mute!

What the F*#$ is happening?

STARHUB IS PISSING ME OFF!

I am not going to repeat myself. Please look at my records

As the starhub network is getting slow and lag, I decided to change service provider after contract ended. Yet realise they had auto renew without any notice and approval until I saw my bills. I was being informed to return the equipment and pay a terminate fees and pay for the service which I not using. It is ridiculous not to inform customer for auto renewal. What is a contract for.

I renewed my cable TV broadband plan in September this year by personally going to its branch at NEX. The sales staff alerted me that there would be a new white set up box as part of the plan. He told me to google to have an idea of the gadget. I explained to him that I was very familiar with the current blackbox which I have been using for almost a decade and would like to keep it. The sales staff then reiterated that it was not possible as Starhub would like to replace all the existing black setup box with the white one. An appointment was arranged to install the new set up at the site. When the new setup as installed, I found it to be very difficult to use as it required me to complete a series of steps. I then called Starhub and a staff told me that a technician would be arranged to demonstrate the steps and I agreed. However, it was again too complicated for me to use the white setup box. I called Starhub again and explained that I would like to switch to the black setup box and and this was arranged. I thought this would be the end of the long process.

To my utter shock, the September bill reflected my bill to be $1584.32!1 I have never been billed such a ridiculous amount for such a broadband service with Starhub before! I called Starhub 3 times and each time, I was told that this problem would be looked into. Today, 20/10/22, I made the 4th call hoping for someone to resolve the issue. The staff whom I spoke to stated that I had terminated my contract as I had changed from a white setup box to the black setup box, hence the bill.

During the process of changing from the white setup box to my original black setup box, I was never alerted that this will constitute to a termination of the existing contract! Is this what customer service standards by Starhub amounts to when I am merely trying to request for an older version of a setup box compared to the newer one? This is most ridiculous!

the internet has been ATROCIOUS OVER PAST 3 WEEKS. NEW ROUTER NEW EVERYTHING. i have tech bg so i did whatever i could to resolve but turns ouut to be due to a fking laggy, cheap, low quality server. i cant even check my ping because its 1k ms minimum. starhub is just getting from bad to worse. fking paying for 2 gbps but at times only producing 10mbps. knnb

The after sales service totally unacceptable. Just signed up new broadband plan from them. 3 day after installation, suddenly no internet connection. Call the technical hotline and was told the technical department will contact me within 24 to 48 hours. How ridiculous is that? With now still working from home and you just don’t have any internet. If this have affected any government sector, the telco will be sued and slap with a heavy fine. Luckily the customer service were helpful to arrange a technician to come down to my place to checkout the problem all positive ways, but not guaranteed available. This has since posed a very bad service from the last telco I had for many years, which I have regretted to have terminated their service after contract ends and wanted to try out another telco. To my very very disappointment, starhub has cause me and my family a very stressful situation. We have to find ways to go to our neighbors with their permission to tap on to their internet. Or ways to find free internet elsewhere, Starbucks, coffee chains etc. I’ve never had this kind of totally unacceptable service from starhub. I guess this will be my first and last time I use their service. To be honest, there are better telco then starhub. No sense of urgency.

23Jul Roaming not activated but I switched it on yesterday.My grandson complained that he can’t use whereas another grandson can(under different telco).Back in spore. Received sms that $10 charged.I told Celine to ascertain from the system bill date& to waive on that day as it s diff to get thru your line. She did not accede.Ask me to call back

I stared at their mission statement “Improving the lives of our customers daily” for a long while in dismay reflecting what I have been through for the past 3 days and still counting, not sure when I will finally get a resolution.

I visited the store purposely on a weekday 14-Jul-22 to upgrade my plan and sign up broadband. We agreed to fix the installation date on 30-Jul-22 but on 18-Jul-22, someone in StarHub decided to made changes to my existing account which is irreversible and resulted in we do not have access for all our 3 setup boxes in the house. I called StarHub since 18-Jul-22 morning 8am and finally on 19-Jul someone who can finally do something (I thought) committed they will come and fix the problem today 20-Jul-22 between 4-6pm didn’t happened and cannot even give me a confirmed date and time when they can. I have to take time off bcos it’s a weekday to wait for them today and they only called me 40 mins before 6pm to inform me they cannot make it. Is this a competency issue or the word COMMIT is just lip service as a response on behalf of the company.? Yes, “StarHub - YOU CAN” really caused agony and disappointment beyond description.

Upgraded to the new set top box systems as it was compulsory by starhub. Their technician came in at 11am on 9/07/2022 to set it up. After wrong up the hardware and booting up the system, we found that free to air channels ( channel 5, 8 etc) are not available. Technician called in to report and says that it's a backend issue which will be solved after a few hours. That evening around 7pm, it was still not working so I called in to their 1633 line. CSO there says that there is nothing she can do and suggested that it should be solved the following day.

10/07/2022 10am it was still not working. Called in to 1633 and the followed the instructions of their technician to turn off and on all the systems. After failing to solve the issue, he say he will get the backend team to solve the "work order" which is the main suspect of the issue. At 6pm, it still doesn't work so I called in again and the CSO this time said that it can only be solved the following day and I insisted a manager call back.

10/07/2022 9pm manager called back and says that he closed the "work order" and this should solve the issue. Unfortunately I was not at home to verify this and he said that he will give a call back the following day to check in on the issue. I checked my tv at 11pm and nothing works.

11/07/2022 1pm manager called back and still cannot solve my problem. He mentions that the only thing is to get a technician to come the following day to try and solve the problem.

I ordered 4 prepaid SIM cards (see attached) as they do not seem to be able to be topped up. However, I did not know that they will be activated upon collection. I will be in Singapore for a month from 5 July to 5 Aug and hence bought 4 prepaid cards, each for 7 days thinking that I will activate it as and when I need it. Now after researching, I found that all the 4 cards will be activated on the same day. Note that this information about activation is not on the Changi airport website that I ordered the SIM cards neither is it stated on the vouchers sent to me. I am now asking to change the collection point and collection time for the 3 remaining SIM cards such that I will collect the 1st card at T1 Changi Airport on 5 Aug when I arrive in Singapore, 2nd card at NEX on 12 Aug, 3rd card at NEX on 19 Aug and 4th card at NEX on 25 Aug. I think my request is reasonable given the activation on the day of collection is not stated as mentioned above. I whatsapped Starhub and the help desk just said nothing could be done. As a Singaporean living abroad and now returning to Singapore for a month, this first experience is not very welcoming 1I want to reiterate that your email to me does not even talk about activation on the same day. My trip to Singapore is on Tuesday (5 August) and I have given ample time to Starhub to resolve the matter. Your help desk colleagues' feedback contradicts with your website which allows customers to change the place to collect the card. I also learnt subsequently that I cannot buy more than 3 SIM cards yet when I bought 4 cards on named basid, your system just happily accepted my orders. I would expect your system to decline my purchase. If I cannot collecy rtg card at a later date and at a different collection point, I want refund of my money. As a Singaporean living abroad and now returning to Singapore for a month, the current experience is very bad.

Given Starhub does not talk about activation on the same day, accepted my orders for 4 cards under my name (Goh Liang Shang), not clear if the card can be topped up (when googled some said yes, some said no and your website is not particularly clear on that), I hope Starhub should do the necessary to resolve my problems.my experience about Starhub.

Bought 2 captioned SlM cards (SGD12 for 7 days & 32 for 12 days) for trip to Singapore and Malaysia in the period of 27/5/22 and 14/6/22.

On the 3rd day, put fund in the main pocket & extend its validity until 29/6/22. Meanwhile, 4-Week 2GB package (cost of SGD18) was added to the one of 7-days.

Both cards worked perfectly in Singapore, but not in Penang, nor in Australia when I returned home in Sydney.

Solved the internet access problem in Penang : bought a local data SIM card at local currency Malaysia Ringgit 10 (~SGD3.2), unlimited data, valid for 7 days.

Starhub, bluffing to con.