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The good, the bad, and the ugly - discover what customers are saying about M1

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12:04 pm EDT
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My home broadband was suspended by M1 due to late payment, but every time I checked their MyM1 app, it always showed $0 nothing to pay. When I tried to call their hotline 1627, the automated reply told me to go down to a M1 Shop to settle the bill. When I went to the M1 Shop at Bugis Junction, I was told by the staff they don't handle bills matter. The...

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9:44 am EDT

M1 Stressful to go to m1 shop to fill in form during covid 19 circuit breaker

My elderly father's broadband plan expires in mid-May. He has received approval from CDAC that he would continue to receive broadband with subsidy (amount lesser) from M1 after current plan expires. My father or authorized person has to go to M1 shop to fill in form and submit the letter from CDAC.

During this stressful COVID 19 circuit breaker, we are advised to reduce movement. I called M1 hotline to request for alternative way to proceed with new broadband plan for my father, for example online or post. M1 Insists we go to shop. Products can be purchased online and delivery made. But form processing cannot be done online in this digital age. My father and his tenant need WiFi connection everyday, more so during this circuit breaker where people work from home and socialisation with me and other family members through online means is essential.

Please help. It is stressful to go to a shopping mall and walk into M1 shop to fill in form and complete whatever process.

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8:56 am EST
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M1 Broadband network service

there is a case happen again in Expo DBS asia hub area.
I am working in this area. I am using M1 service. The phone can detect the signal but cannot receive call, cannot dail out, cannot receive or send sms.
Data plan is not working as well.

I call M1 2 times already. the answer is engineers are fixing, I still need to pay the plan fee. Cannot cancel the line.

This is M1 service I experienced.

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redress.me
, SG
Feb 29, 2012 6:04 pm EST

I have forwarded the story to Redress.me. Hope you will get the recourse you needed. Here it is:http://redress.me/view_post.php?pid=2028

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9:27 am EST
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M1 Mobile phone scam

My mum received an SMS from a company called Teracom ( the company was given by M1 ) & participated in a game. Nothing has been mentioned with regards to the charges per sms.
3 days later, my mum SMS service has been barred by M1 as it has reached a maximum of $1000++. She called up & made a complaint to M1 on the charges, and as usual, the CSO told her that they will give her a call in within 5 working days. The next day after the complaint being launched ( one by my mum, one by me ), the TERACOM CSO called & told me very firmly that they will never waive the charges and they did send my mum a sms confirmation on the charges. But when i told her to show me the physical evidence ( or templates send to customer etc ), the lady just skip my question and told me that i have to pay FULL STOP.
I called up M1 and raise the following questions to the CSO who is in charge in this case:
a) there have been a few complaints about this Teracom company in the internet, but why is M1 still engaging their services?
- feedback: they not sure about this, and will launch an investigation
b) my mum have been using M1 services for many years, and her monthly bill is always less than S$100. Why no one from M1 bothered to call and ask her about the high usage & instead wait till it hits up to $1000 ( for SMS only)
- feedback: they did call her up & stop the TERACOM service immediately when it reached the max credit limit.
- my response : why wait till $1000?
- feedback : repeat the same answer
c) how does teracom managed to get my mum number - did M1 actually sell our numbers to 3rd party
- feedbacks - M1 did not sell the numbers, 3rd party some how managed to get the numbers.
- my response - speechless. din bothered to ask much as i know they wont reveal much info.
d) when can i know my demand for waiver will be approved..
- feedbacks - next billing cycle.
- my response - why need to wait so long. once you submit my request to the top management, they can get back on this in within a week or 2. why need to wait for next billing cycle.
- feedbacks : we need time to do internal investigation..

Overall im not satisfied with the answers given by the CSO. How can a 3rd party got to know our numbers if they did not purchase / get it from somewhere? The thing is they dont even have to ask about our particulars - billing address etc. I actually went to Teracom website and i found out M1 is actually one of their clients.. speechless.
I have a feeling M1 will not waive the charges.. they will just drag and drag until i gets tired of it & eventually paid. the worst is they will just terminate the number. But the only thing i know is that i will not going to pay.

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eunicechialim
, SG
Jun 21, 2012 9:32 am EDT

Amanda,
Thank you for sharing online. Can you help talk to the mainstream media on 21st July 2012 at Speaker's Corner on this? I want to create awareness for the general public so people don't fall for the ruse. it's usually the elderly and the young...can email me at eunicechialim at hotmail dot com...i'm not typing my email address in full to prevent "spiders". i hope you know what i mean by eunicechialim at hotmail dot com.
=)

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1:47 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

M1 Awful customer experience with m1, ms. Karen kooi

12/6, signed up for a 50mb home fibre broadband service and requested for installation on 4/7. On 30/6, gave M1 a call, installation confirmed. 4/7 came, no show. My half day leave wasted.

Next day, M1 called to arrange appointment on 8/7, I requested for 7pm, CSO said he will arrange for me. Came 8/7, no show, no call. Great, I've waited like a fool.

I'm busy and totally forgotten about this. My wife jokes with me that M1 is sending the bill to me, I said: "Nah, M1 can't be this stupid!". Next day, 21/7, bill came, charges starting from 5/7. Remember M1 ads that people feeling sun-like? Yes, I'm feeling it too, about 6000 degree Celsius.

Being a good customer is not appreciated by M1. I need to give some lashes personally to get things moving. Called M1 and I'm told that my installation is being handled by a special team. While I doubted whether the team even exist, I should give them a few tight slaps to wake them up! Should I?

M1 is finally calling me after 18 good days. I'm told that I can only have my service after 15/8. I made a complaint and if M1 don't even want to try harder to deliver the service, please tell me so, I can turn to other ISP anytime! I demanded escalation and delivery by end July. The Superior called me, kept emphasizing that end July delivery is not promised, will try.

Monday, the Superior called, end July delivery impossible. Thanks for trying. I'm just tired of this. Just call me anytime and I will make myself available at M1 convenience to deliver the service. How's that sound?

Wednesday, M1 called to offer a mobile broadband, considering the delay to deliver the service and I might not have an internet connection. Now M1 realize for how many days I have waited and how many to go for the service to be delivered?

Two thumbs down, worst customer experience ever, M1.

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NINA BEH
, SG
Apr 14, 2015 3:20 am EDT

USELESS M1

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Ayus
, SG
Mar 01, 2015 1:12 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Ha3 i agreed with all of the above status...mine so called "unlimited" mobile broadband line was terminated juz bcoz i lost it & cant collect the replacement card within 14days as claim. Ms LEE KIA so call Customer Service Supervisor..."dead log" not helpful & no solution given.

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feliz8823
, SG
Jan 31, 2012 12:03 pm EST

http://www.m1.com.sg/M1/contact/feedback/index.html
updated today 31 Jan 2012

The feedback form above never reach to M1, after you click submit. it will show you Object Error.
Can you imagine how this customer service works?

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feliz8823
, SG
Jan 31, 2012 11:54 am EST

Totally agreed with this M1 service, its worst on Sembawang.
Outsourcing service center CSO 1627, never answer call after 7pm. However, advertising stated service call till 10pm. I can't imagine, and don't believe CSO busy on task or dinner time.
3 months never solve my billing problem.
Never Ever M1 Home Broadband.

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AJDYAMITE
, SG
Oct 31, 2011 10:15 am EDT

I also have similar experience, I have paid $100 and agree to pay another $160 on 27th but M1 just cut me off and when I call to complain they insist they have reinstated the line and the staff is very rude keep asking when are you going to pay. The staff even call back telling that my hp status has been reinstated but actually not.

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AJDYAMITE
, SG
Oct 31, 2011 10:12 am EDT

I got the same complaint about M1 I paid $100 and subsequent $160 but my service was not turn on as promise and worse the last one the staff even tell me it has been re-instated but when i check it is not. Look like M1customer is prviding lousey service. Totally disappointed. I have written in to complain but still no action taken.

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JTjoa
, SG
Sep 16, 2011 11:19 am EDT

Applied M1 broadband fiber too. today the nucleus guy come to install the modem. I wasnt around when they installed it. so when i get home i plug the router given by M1. and it doesnt work. so i called their cust service. after 30 mins trying to troubleshoot, the guy laugh and say sorry the router given by m1 is broken. and he ask me where is the nearest m1 store around my place. so i said AMK hub has one. then he ask me to go there to change 1 for 1. which then i did. and when i reach there, the staff say they cant change it for me there, i need to go to serangoon or paragon.
1st giving broken router to your customer.
2nd telling customer to wrong direction and waste customer's time and effort.
3rd im still waiting for them to call me back until now 6.11PM even after i told them I'll be flying off SG tomorrow morning.
4th i asked them to not to bill me because i cant use the internet, not until i receive the new working router. and the staff said they cant do that because the service has been activated. do they even know what 'service' means?

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