StarHub Customer Service Issues

Hello, I have noticed an unusual spike in my data usage this month. Although I am aware of one instance where it exceeded, I am puzzled by the claim that I used a large amount on Facebook while I was at a friend's house connected to Wi-Fi with airplane mode on. I usually only use Facebook on Wi-Fi when I am at home. Additionally, the difficulty in connecting to WhatsApp on the StarHub service line results in extended data usage. I am considering terminating my contract if I am charged $20 for this situation. I am willing to pay $10 as I admitted fault the first time, but I suspect something irregular happening with my data usage now. The rudeness encountered when addressing this with a staff member over the phone was disappointing. I hope for better service in the future to avoid negative feedback about StarHub's customer service.

Upon my arrival in Singapore on the morning of 8/10, I bought a traveler pre-paid SIM card from StarHub's website. After my credit card transaction, the site indicated a failure due to the length of the transaction. Following this, I verified my successful transaction on StarHub's site, which didn't show any SIM connected to my email account, [redacted], and no email notification was received. Assuming the first transaction failed, I proceeded to purchase again, which was successful. I collected the SIM at the airport using the voucher from my email. However, shortly after, I received another SIM voucher related to my initial purchase. To address this issue, I contacted StarHub's customer service before departing Singapore. They assured me a refund for the initial purchase by sending a refund form within 10 hours. Regrettably, I haven't received any communication from StarHub regarding the refund yet. Your assistance in resolving this matter would be greatly appreciated. Thank you. NienKun Yeh

I'm having trouble logging into my iPhone with my Apple ID password. On Friday at 7:10, I tried updating my password in the Settings, but I keep getting an error connecting to the Apple ID server. My Google access is fine, but I'm also unable to send or receive emails since Thursday at 7:30 PM. Additionally, my apps like Facebook, BBC, and CNN are not updating properly on my iPhone, with pictures and text loading slowly. Interestingly, on my laptop, I can access my Apple account with the same password, and all other services like Google and emails work fine. On the laptop, websites like Facebook, BBC, and CNN are functioning without any issues.

To: Diana Lee (Senior Vice President, Customer Service) and to whom it may concern, I am writing to bring to your attention a situation where there was an unprofessional approach by Starhub's staff in dealing with a problem. As a leading telecommunications provider in Singapore, I did not expect such a service experience. Incident: I visited the Dhoby Ghaut Starhub Centre to upgrade my TV connection to fiber with a new box, following an appointment scheduled for Tuesday, 18 June [redacted], from 9 am to 11 am. Unfortunately, the technician did not show up, leaving my husband waiting all day. When we contacted customer service, they stated they would contact me directly regarding any updates, but no new appointment or communication was received. When I called on 21 June [redacted], I was informed a technician would contact me within 24 hours, but no one did. Today, 22 June [redacted], after waiting for the technician and expecting a call for fiber installation, no one showed up or contacted us. After multiple call disconnections, I was told I would need to wait another 4 working days to resolve the issue. This experience has been frustrating, with us having to take leave twice. I even visited the Dhoby Ghaut branch to sort out appointments, but the service was still unsatisfactory. If this level of service continues, I may need to cancel my subscription. I am disappointed with this service experience. Starhub team, this has been a disappointing experience. I am seeking an explanation and a solution to rectify this situation promptly.

I recently had my mobile number [redacted]4 transferred from Mr Win Aung Myint to me, Mr Htun Linn Myint, at the Tempanies Starhub Store in late May. However, in my July bill, the billing name is still Mr Win Aung Myint. I have been making payments under the old account number, but just received an SMS stating I owe $[redacted] on the bill. After checking my Starhub application, I confirmed the bill account number has been updated. Could you please address this issue promptly and instruct me on which account number to use for payment to prevent overpayment or service interruption? I am eager for your swift response, as I am unable to seek reimbursement from my company until the billing name is corrected.

I received a text this morning at 10:07 a.m. stating I hit [redacted]% of my data limit at 10:06 a.m. I was streaming a video when I got the notification, so I turned off my mobile data immediately. However, I saw that I had already gone over by 7.2MB. I know the excess data fee is $10.70/GB. Since I exceeded just a small amount and my cycle resets soon, I'm concerned about being charged the full $10.70, especially since the alert was delayed by 1 minute. I have screenshots of the message time if needed.

I placed an order for an alloy steel tongue drum through StarShopHub/Gadget Group and made the payment via PayPal on December 12. However, I have yet to receive the item and cannot confirm if it has been shipped. Today, I decided to reorder the drum and opted for expedited shipping by paying extra. I considered canceling the initial order, but I am unable to locate any information regarding my orders on StarShopHub/Gadget Group or PayPal. Despite sending numerous emails to StarShopHub, I have not received any responses. PayPal indicates that there are no records of orders associated with our account using PayPal.

I recently moved and need StarHub to activate my WiFi. I set up everything myself, and now I just need the WiFi activated promptly. Waiting 6-7 days without WiFi is challenging for me due to important reasons. Is there any way to expedite the activation process remotely so I can have access as soon as possible? Thank you.

Dear Sir/Madam, I am reaching out regarding an issue with my StarHub account. My name is Jembu Mohan Ram Venkatesh Babu, and my NRIC is S[redacted]B. You can reach me at [redacted]7 or via email at [redacted] I encountered a problem where my Hub ID, registered as "[redacted]," cannot be linked to my StarHub accounts. Despite signing up last year for 3 mobile lines, TV, broadband, and a landline, there seems to be a typo in my email ID since registration. I have contacted customer service at [redacted] and sent numerous emails, but the issue remains unresolved. I am baffled as to why this seemingly simple login issue is taking so long to rectify. Could you please direct me to the appropriate team that can assist me in fixing this Hub ID problem? Thank you for your attention to this matter. Best regards, Venkatesh Babu.JM

Regarding TVBJ [redacted] Feedback: I have been a loyal subscriber to TVBJ [redacted] for many years and recently provided constructive feedback to enhance your services. TVBJ, under Starhub, has been promoting surprises for subscribers starting April 1, [redacted]. In my previous feedback, I noted that a popular drama series, "On Call 36 Hours Part 2," was repeatedly aired during the day and midnight at 12.30 am. This series was replayed multiple times, even though subscribers like us never had the opportunity to watch Part 1 on Starhub TVBJ. I urge you to verify the schedule and confirm when Part 1 was last shown on TVBJ. It would be preferable to schedule Part 1 instead of continuing to re-air Part 2. Additionally, I suggested airing newer dramas from around 1 to 2 years ago that have not been shown on TVBJ, such as 不懂撒娇的女人, 深宫计, 降魔的 Part 1 & 2, and 踩过界. Could these be considered to cater to subscriber preferences? Although Starhub announced the release of "降魔的 Part 2" in early May [redacted], it is disheartening to see the same mistake repeated, as Part 2 will be aired without Part 1 preceding it. I appeal to the scheduling team to prioritize sequencing and carefully selecting programs, rather than choosing readily available content to entertain customers. I hope this feedback is taken seriously and thoughtfully considered. Best regards, Miss K.

I have been using StarHub mobile phone number [redacted]7 for the past decade. Recently, my line was disconnected without my consent, and there was an issue with overcharging on my last month's bill. Despite speaking to a customer service representative about the improper billing due to a line porting procedure after the contract ended, the problem persisted. The customer service agent assured me that I did not have to make any payments and that the excess charges would be rectified in the next billing cycle. However, instead of correcting the bill, my line was disconnected for non-payment, which was inaccurate. I have been waiting for the billing adjustment, and I urge them to contact my home number at [redacted]4 as my mobile line has been disconnected. There was an unnecessary charge for the line [redacted]3 in August amounting to SGD [redacted] but only SGD 75 was adjusted. I request the balance of SGD 35 to be corrected, considering M1's billing practices. Additionally, I request the extra SGD 30 charged in September to be removed. These billing discrepancies need to be addressed promptly.

Dear Sir/Madam, I am currently in China and need to safely access various locations. Before my trip, I consulted with Mr. Wong from Starhub for overseas travel advice. Mr. Wong provided excellent insights on using Starhub lines abroad, for which I am thankful. Even though my iPhone 7 Plus contract ended 2 years ago, the phone is still locked, preventing me from using a local SIM card for safe entry. I kindly request Starhub's assistance in unlocking the phone for use in China. While I continue to pay for Starhub services despite not actively using them, I would appreciate any possible bill reduction. However, my main priority now is unlocking the iPhone promptly for safe-entry purposes in China. Thank you to Starhub for their outstanding support over the past 18 years. I look forward to many more years of enjoying their services. Best Regards, Ratan Kumar S. HP: [redacted]2 S[redacted]E.

I had an appointment scheduled on 26/12/20 for equipment installation due to recontracting. The time slot was between 11am to 1pm, but no one arrived. It was disappointing to waste my time waiting at home. This incident reflects poorly on StarHub's service. I regret recontracting with them. If there is a possibility to cancel the contract without penalties, I would like to explore that option. - Tee Tong Heng

I requested to terminate my Amazon Prime subscription through StarHub. I was told by StarHub that my account was terminated on 9 Nov [redacted], but the Amazon Prime free trial ends on 13 Jan, and I will start being charged from 14 Jan onwards. I spoke with Amazon Prime, but they mentioned they couldn't assist as the account was activated through a third party, StarHub. Both companies are pointing fingers at each other, leaving me stuck in the middle. I am feeling frustrated and lost as I am being charged $2.99 every month and no one seems able to help me stop it.

Dear Sir/Madam, I am writing to address the abrupt termination of my husband's and my mobile lines on Sunday, 6/6/[redacted]. While grocery shopping and attempting to book a Grab, we were surprised to find both our lines displaying "no service." Stranded, we had to hail a cab home as we couldn't contact anyone with our terminated lines. Upon returning, we discovered the termination was due to outstanding bills, a situation unexpected from Starhub after years of being a loyal customer. This occurrence, stemming from recent relocation expenses during the circuit breaker, left us with a balance of only $[redacted] from the previous month, which we were diligently trying to settle. Feeling stressed and upset, I contacted Starhub's customer service to express our frustration. I urge Starhub to review my account history to see that I have consistently paid my bills. Please ensure such abrupt terminations do not reoccur in the future. Thank you for your attention. Sajitha B.

I recently had a technician come to my place to replace my modem due to slow internet speeds. Despite the new modem, the connection remains as slow as before. I contacted Customer Support on September 15th and had an appointment scheduled for September 17th between 2:00 pm and 3:00 pm. Unfortunately, the technician did not call as expected. After following up at 4:00 pm, the customer support representative mentioned that they were unable to reach the tech support team. As of today, September 18th, I have yet to hear back from anyone. This ongoing issue is impacting my ability to have online meetings. Please address this matter promptly. Thank you. Please contact me at [redacted]5, Tony.

I contacted to renew my contract for HomeHub+ 1 G with one TV pass at $79.90. The agent offered me a 50% discount without HBO Pak, failing to mention that Disney channel was also excluded. When I tried to revert to my original package, I was informed it was not allowed. Then, when I asked to switch my entertainment channels to Asian, I was told it could be done without mentioning losing the discount. After receiving two bills with no discount, I called and was finally informed that changing channels voided the discount. This lack of transparency and misleading information is concerning. I feel misled and unfairly treated due to incomplete information from your agents. I hope for a thorough investigation and a resolution to this issue. Thank you.

I have been a loyal customer of StarHub for quite some time, but I am disappointed with the conflicting advice I received when I visited two different branches. In September [redacted], I visited the compassOne branch and was offered a promotion for $70+ with free Netflix, including a new router and box. However, when my brother went to the Tampines branch and signed up for the same plan under my name, he was charged extra for his additional channel, and there was no mention of a new box. After encountering issues with my old router and box, I contacted customer service and was surprised to learn that I would need to purchase a new router. I am frustrated by the inconsistent information provided by different branches and would appreciate a clear explanation from StarHub. If this is not resolved satisfactorily, I may consider discontinuing my services after my contract ends. Thank you for addressing this matter professionally.

I lodged a complaint about my mobile data service in June [redacted]. Following advice to switch from a 4G to a 5G SIM card, I encountered more disruptions. Despite reporting lack of signals at my office in November [redacted], difficulties persist. Attempts to communicate with the StarHub Technical Team were hampered by inconvenient timing. Despite requesting they reach out on my office line, they continued calling at the wrong times. This issue has extended into [redacted]. A call on January 19 abruptly ended while giving feedback to a rep. I received a message stating failure to connect. Subsequent communication on the same day with a rep named "Vincent" or "Winson" promised a return call at 5 pm, which never materialized by January 20. I seek clarity from higher management and will escalate this matter if unaddressed by January 21.

I believe a Starhub TV representative should visit to address the issue at BLK [redacted], Race Course Road, #03-[redacted], Singapore ([redacted]), an HDB House. ARUMUGAM NAGAMAH, with IC number S[redacted]G, resides at the mentioned address and is 85 years old. Unfortunately, they can only hear the TV audio and not see the picture. Sun TV serials are the main source of entertainment for ARUMUGAM NAGAMAH. I am ARICHERNAA GENANI, the daughter of ARUMUGAM NAGAMAH, located in Potong Pasir Ave 1, Singapore.