StarHub

Plans (3)

Details

• GT

  G T

  Level 2. Freshie

  Updated 6d ago

  I was up for a re-contract on 12 May and I re-contracted online. "delivery" was supposed to be 19 May, and I received an email confirmation of the new sign up. No one from Starhub contacted me during this one week period. On May 19, the start of home base learning, my TV, internet and home line got disconnected. I called Starhub customer service, 'Marvin' informed me the service failed to migrate from old contract to the new one. As the problem lies with the sales team, customer service could not do anything about it. He escalated the issue and said someone from Starhub will call back within 48 hours. I also pointed out I have two kids at home on home based learning (HBL), but they could not get online because there is no WiFi. I called sales team, spoke with 'Shakim'. Even though he was from sales team, he said that this is a back end issue and he can't do anything from his end. Explained again that the kids need WiFi for HBL, he said he will escalate and someone will call back within 48 hours. Both "Marvin's" and "Shakim's" call centers are located in Malaysia. On May 22, which is 47 hours and 59 mins later, I received a call back from a man from Starhub whose call center is based in India. His accent is so thick and it was difficult to understand what he said. However, I heard something about the migration is underway and will need another couple of days. I explained that schools have been moved online (due to covid) for students in SG and it is a necessity for us to have WiFi service. He said he understand and will escalate, will call back in 48 hours. On May 24, another Indian gentleman with thick accent called back by the 48th hour to inform me the migration is all set but require that I set up an appointment to sign the contract with Starhub and the service cannot start until I have signed it. I lost my cool since these guys obviously have no regard for our HBL situation and the fact that our kids have already missed school for 4 days. Perhaps it is no big deal for kids in Malaysia or India to not attend school for 4 days but in Singapore, missing school for 4 days means there is a lot to catch up. Needless to say, I requested to have my service cancelled (after 8 years with them). I called customer service again to request cancellation, I was told that since my account is in limbo, the CS does not know how to proceed. I was put on hold while he consulted with his manager. When he came back, I was told that his manager had advised him not to do anything since this problem is not in their purview (don't open the can of worms, get it?) We live in a developed nation, yet it is so backwards when it comes to getting TV and internet set up. During covid lockdown, WiFi is no longer a luxury but a necessity because people work and study from home. Even though StarHub claims to 'understand', it is apparent to us we are nothing but chopped liver to them. After all, it is only another $85/mth, a drop in the ocean, if we went with someone else. We are now with Singtel, who by the way, heard our troubles with Starhub and got us the earliest slot to set us up. Service is back up and running within 5 days of sign up with new company.

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• RS

  Roger S

  Level 2. Freshie

  Updated 2w ago

  This is with regards to my renewal on the tv and broadband plan. Pros. 1. Offer of Disney+ and Netflix for free for almost the duration of the contract. This aspect made it the winner over SingTel as the other charges roughly added up to the same before this freebie. You can also port in your existing Disney+ and Netflix accounts into the set top box and keep all the profiles. 2. Set top box is only $5 a month now with no additional screen charge of $15 per month like last time. 3. Overall charge has come down about 20% 4. Someone answers the call for broadband issues. Cons 1. Hefty activation charge of $100+ upon contract renewal which I was not aware of. 2. Quality of broadband has degraded. Buffering of Netflix occurred even when tv connected directly by RJ45 cable into the router. 3. No new router given, so actually broadband price has increased. 4. They did not tell me to terminate my Pre-existing Netflix and Disney+ accounts. 5. I had to set up my set top box for Disney+ and Netflix myself and repeat this for each set top box. 6. The internet will go down for a period of time where they reconnect you into a different service class. I think it’s a lower service level.

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• JC

  Jia Cheng

  Level 3. Freshie

  Updated 3w ago

  Purchased

  StarHub $25 SIM Only plan

  [Mobile App] Simply perfect. Their app was amazing! The app was clean and looking cool! I was really surprised and happy with the interface of the app. The app also allow users to see daily usage of data and also other services that is useful for the customer to sign up for. The moment you opened the app, you’ll not want to leave the application. Good job for the team for creating such an awesome application for their users. [Customer Service] Contacting them via Facebook was fast and easy. They will get back to you in an hour of time usually and they will answer your questions directly. [Network] In my house, inside my room, my 4G network is around 3 mbps - 25 mbps (depends). When I step out at living room, it can reach about 30 mbps. The moment I left my house and walk down the traffic, the network easily go over 130 mbps, which is extremely fast and in fact, faster than Singtel’s network. Places where there are huge traffic data seems to be fast connection too. [Ease of porting] Pop-in my SIM card at 1pm. Receive a notification immediately telling me that they will process the port-in the same day at 11pm. 11pm sharp, my old SIM went “No Service”. By 12am, my number as ported in to StarHub network. By 12:30am, all data and plan resumes and the port-in was successful. Quick, easy and simply perfect. No confusion, no error and everything was smooth.

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• YQ

  Yao Quan

  Level 3. Freshie

  Updated on 12 May 2021

  As a user, their mobile app is decent and lets you know the essentials as soon as you log into the app, meaning how much data you left and lets you check across all the lines and generally, add-ons and removal of add-ons or channels can be done on the app. However, their rewards section needs more Quality of Life changes as it can be a bit troublesome to play the lucky draw games at the moment. Their customer support could use a bit of improvement as their main channel is always busy and sometimes the service recovery could be inadequate on their side as I tried contacting them multiple times over the years. Cost wise and network coverage in Singapore. There are definitely cheaper and new entrants in the market that can provide for your data and mobile needs but so far, I had no issue with the network coverage of Starhub in Singapore, unlike some other telco providers which have some issues with coverage over certain areas. Also, note that you can get up to 30% off mobile lines with family plan! They run the occasion contract promotion to entice people to contract/ recontract so do your own research and Starhub could be a good choice for you, Disclosure: I am currently using the $55 2-year plan and I renewed my contract the other time, as they came up with enticing offerings of free GBs, unlimited weekend data and unlimited video pass. (which I use to watch Netflix on the go)

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• 

  Abhishek Varadkar

  Level 4. Wonderkid

  Updated on 07 May 2021

  [Network] Good speed and coverage most of the times. Sometimes data tends to be slow or unavailable in areas where you would normally expect coverage. Overall satisfied and been using Starhub for close to 4 years.

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