SingTel
reviews and complaints

I think your Singtel customer Customer Services is one of the worst I experience in the market.

On 1st March I made a one time online payment of $29.72 for my Bill ID [protected] because my online Giro arrangement amount was not enough to cover the total bill of $118.42.
I told the Customer Services on the line that I have already change the GIRO arrangement to higher value of $135. Previous Giro amount is $58 only.
He told me that the change to Giro amount can only be made on the next month payment. I said that is fine.

However, I just received the present Bill ID [protected] stating that I only paid $58 through GIRO and the additional online payment of $29.72 is not shown in the present bill.

Now my total bill is blown to $148.68.
1) Your bill inquiries no: [protected] does not has the option to talk to anyone after keying so many data on the phone.
2) Your another hotline 1688, if select Billing inquiry option, also put caller on hold " indefinitely ". I was put on hold for almost one hour and still nobody pick up the line.

Therefore, I think your customer services really " suck ".
Once I finished my contract, I will switch to another telco.

I received 2 letters of reminder from Singtel to fix an appointment for Fibre broadband installation as the ADSL network was closing.
I called the number given in the letter and was told a technician would call me in 3 days' time. Nobody called after 3 days. I called the same number, only to be told that there was no record of any prior transaction made; and no appt. Also, it was the wrong number to call. I was directed to the sales dept.
An appt was fixed 3 weeks' in advance. The technician came punctually on the appointed day, did all the necessary setup and configuration, disconnected my old ADSL network, only to find that the internet wasn't linked up as no order was put up.
I was told that by right it should take one day if not 3 days to link up.
I waited for 5 days without internet/wifi; in between I received 4 calls from Cust Care to apologise for the delay, and to continue to wait indefinitely. They could not give me an explanation for the delay, and said it was at their installation end and that their engineers were working on it. They also could not tell me how long more I must wait.

The staff even offered to revert to my old ADSL network first after I complained that I went without internet/ wifi for 5 days. I thought it was a ridiculous suggestion, wasting time and manpower.

The internet connection came own not too long after I made it clear that I would lodge a complaint.

This installation experience with Singtel has cause alot of inconvenience to me, in terms of time wastage. The calls to apologise and tell me to continue to wait indefinitely were not helpful at all. I hope something could be done to make things work more smoothly and to troubleshoot those areas especially in the installation end and also to please give the correct contact number in future.

HI,

I have called to the sales toll free line and enquire the recontracting. It has been a very frustrating experience when he has to make me on hold for questions that I asked, e.g. "will I get a new modem" etc. When I asked to speak to the supervisor, it was 'rejected' and keep making me hold the line: worst than wanting the meet the president of Singapore. I asked for the supervisor to contact me, he again hesitated and finally adhere my my request after demanding it for several times . He replied that the supervisor would only call me in 3 working days later. This is a really not acceptable for a sale protocol and then after questionings, he said the supervisor would return call today.
My concern for singtel as a national pride telco is that whether the sales consultant is trained and knows the product. How are they empowered to do sales and if every question he has to put the caller on hold, it shows the lack of professionalism in the sales team. Sales consultant is David and he also mentioned that there is no case reference nos to refer to my conversation with him except that it is the first call for the day (24 March 8.55am) for him. :(

I made at least more than 15 calls and had 5 appointments in my home but the ADSL is still not resolved. I really need help here! Service is terrible.

1) Received letter from SingTel 1/12/17 notifying that ADSL will end 9/4/18 (Dec)
2) Call 1 - Called [protected] to make appointment. They say someone will all me but no one called me (Dec)
3) Call 2 and 3 - Called again a Soo Ting and Ting Wen for apt. Finally someone called back to make an appt.
4) Appt 1 - waited for 6 hours but no one turned up.
5) Call 3. 4, 5 - Called back many times to check and they say there is a mixed up on their end and they are unable to make it on that day. They suggest to change to another day.
6) Call 6 - Fikri (KL) called on 2/1 @ 9 pm [protected]/[protected] to make alternative appt.
7) Appt 2 - Someone from Singtel came, looked at the site and say supervisor need to come within a week (either KK Lim or Leonard Choo)
8) Appt 3 - 5/2/18 Supervisor came to look and next thing to do is to get Netlink. Will arrange for appointment.
9) 8/2/18 Received Fibre New Sign Up sales and service agreement after a lady called to give details of sign up.
10) Appt 4 - Netlink came on 20.2.18 to check on cabling. Informed me that the pipe outside my house is choke and need LTA / Singtel to resolve it.
12) Call 7 - Called yuan Xiu 28/2/18 3:37pm enquire about next appt but say cannot do anything. Refused request to speak to officer. asked me to checked with SingTel's 3rd party provider Netline ([protected]). Said may take upto 3 months.
13) Call 8 - Spoke to Netlink Adeline 1/3/18 say will expedite pipe chockage repair.
11) Appt 5 - LTA/Singtel cleared the choke pipe (3/3/18)
12) Call 9 - Called Singtel [protected] Hana on 7/3/18 and said will expedite on next appt. No one call me.
13) Call 10 - Called Alfred 13/3 1 pm said will escalate to Unresolved Installation Dept to expedite next appt. No one call me.
14) Call 11 - Call Jade 19/3/18 10 am say will update system and expedite next appt. System still showing as pipe is choked. No one call me still.
15) Call 12 - Called Winnie 20/3/18 1:47 pm. Say someone will call me by today latest tomorrow.

This service is atrocious. Please help as this cannot carry on. My HP is [protected] and home number is [protected]

Regards
Peter Leong

I had just top up my prepaid mobile nos [protected] with $10 however my main account due date is not being extended so is my bonus expiry remain the same, I had receive sms from singtel to top-up in order to extend the bonus expiry date and yet nothing is extended.
I felt very cheated, kindly look into it n reply via my [protected]@ yahoo.com.sg, as i am currently oversea

Yours,
Quek Keng Hwee
Dated 20 march 2018

Was billed wrongly $193.05 for March. Called hotline 22/02, promised to call back by 27/02, didn't happen.
Giro due 08/03. Rec'd call 01/03 to say will deduct 83.05 but got deducted 93.05 (100 outstanding).
My bill cycle just ended on 08/03 but rec'd email 11/03 for new bill 170.35! (Email not even correct)
Called 11/03, promised to call back by 14/03 didn't happen, still waiting.

Hi there, I have noticed a land line malfunction on the 17 march 2018 which has been happening since 12 March 2018 and I thought it was because of a faulty hand set. I called in to the hotline and requested a check and they confirmed it was Singtel's fault for the faulty land line. After which I had sent a request for our land line to be diverted to a mobile number so customers can call through. The diversion number they initially diverted to was wrong and we missed many customers booking. From 12th March 2018 to 17th March 2018 our sales has been reported to go down by 20% as most of our operations are through phone bookings. I want a compensation from your company as your services has affected my business operations. Our daily sales are recorded at $3000 SGD to $4000 SGD and 6 days will be a total of $18000 to $24000. I am utterly disappointed with your telco's service and the incapability to find out the problems sooner than we do and cause us such a huge loss. I demand a fitted compensation for our loss of business at 20% rate for the 6 days that the inconvenience was caused. 20% of $18000 SGD and $24000 SGD respectively are $3600 SGD and $4800 SGD. Who is going to pay for my loss when your telco is at fault? Not once but twice with the wrong diversion.

On 10 Feb 2018 I went to Singtel WaterWay to subscribe to a broadband with digital line. On 20 Feb i received a call that the Singtel man is at my home. However i found out that the man had gone to an address in Yishun. I am staying in Pasir Ris. Another appointment was fixed. In mid March the man fixed the broadband at my home. But he had fixed an analog line. I had asked for a digital line with caller id. The man told me he cannot make any changes. I went back to WaterWay and looked for Eswari. She was the one who took my order. She told me she will send an email for my line to be changed. Two days later she called me and said the Singtel man will come to my house on 14 March. I took leave but no one came. I called 1688 but the operator said no appointment was made for my home. I called Eswari and she said the appointment changed to 15 March. On 15 March no one turned up. I called 1688 again and was told no appointment was fixed for my home line. Until today 16 March Eswari has not called me and my line is still not fixed. I have wasted my time and money. Can someone please get back to me. I have the letter of agreement which shows an address in Yishun.

Mdm Wan.
[protected]

Dear Sir

From Singtel user NRIC S0007068H Leong Weng Kee 10 Dover Rise #12-01

On 1 March 2018, your technician came to activate fibre for my flat as I received Singtel's notice of ADSL service closure. I followed Singtel's instruction to call [protected] to accept your offer of 300Mbps at $29.90 per month which comes with home digital line without additional charges.

On 1 March 2018 after the visit of your technician, internet and home digital line were not in service as Singtel's backend had to do work. Internet was ready by end of the day. Your technician called to verify and I asked about the home digital line. He said it would take a while. I waited.

As my analogue home line continued to be active, I called 1688 and spoke to two persons on two different dates. They knew I had been paying for two land lines, one for voice and one for ADSL. I wanted the voice telephone number to be the number for my home digital line. The thrust of my calls was to ask when the home digital line would be ready as I should not have to pay for my analogue lines anymore.

Whether your 1688 staff understand fully Singtel's offer to customers to move from ADSL to fibre is to me immaterial. Today, I learnt from Sean at 1688 that Singtel has retained one analogue land line for me and I will be charged for calls. I explained to him that I have accepted Singtel's offer of a home digital line without additional charge. All I wanted to be told are (1) when the digital home line is activated and (2) the telephone number for the digital line (my preference of number as communicated to 1688 staff was [protected]). After speaking to Sean, I learnt that it might not be possible for the old analogue telephone numbers to be used for the digital home line. I have no issue with a new home digital number if this is explained to me. It is just not right to put me through all these when I accepted your offer and when calling Singtel to accept the fibre stressed that I wanted all analogue related charges to be terminated. Regards Leong HP [protected]

I called Technical Service last week and complain that my Fiber Broadband was slow causing my movies on my internet TV to stall/freeze After some upgrading on the server side that didn't resolve the issue a Technician was sent over. I was overseas when the Technician came and told my daughter that installing a Wifi Mess system would resolve the problem. The internet TV continued to stall and worst my daughter's room on the 4th floor couldnt receive any internet.

On my return to Singapore I called Singtel again and another Technician came and immediately said Wifi Mess would not be suitable for my house and recommended that I use a long range wifi router I then called Singtel and spoke to Alfred Goh who recommended getting additional wifi mess to cover the blind spots I mentioned that i wanted to return the wifi mess as it was a wrong recommendation by a Singtel Technician and now the coverage was worst the before Alfred said i cant return After getting angry As should customers suffer from wrong technical advise from Singtel he promised to check and revert back to me.

Immediately i went out to buy a TP link Ac 1200 and this has resolved my coverage and my internet TV is working fine.

So what's Singtel's decision now? Should I Accept and Live with the wrong advice by your Technician or Is Singtel going to take back the wifi mess? Another question i have is Do you Technician get any incentive from pushing products or unnecessary services?

Please reply to [protected]@yahoo.com

Thank you

Regards
Terence Lai

FYI, as follows: -

1. Where are all the promises by Singtel to Waive on my broadband, OneOffice, Mobile? Till date, we don't see any of it been waived off?
2. Since the day we shifted till today, we don't even received any Singtel Bill in our New Office?
3. All our Application are been apply since Sep 2016 and therefore, we expect all the Broadband & Mobile to be based on SEP 2016 and not 2017 ok? All these are being drag and your incompetence services as what I have told Christine too and shouldn't be customer who bear it? Further, when we liaise to receive the mobile phone is on Nov 2016, so how can it be 2017? We will not accept this start date.
4. In your mail, Exclusive Free Premium : 1TB Seagate Portable Harddisk? Till today, we didn't receive yet?
5. Additional 3 months backdate (Worth $316.44) Where is the deduction show?
6. Free 1 month subscription of $92.52. Which month? Seem to showing every month we are been billed based on your summary?
7. Why is our Fixed Line continue to billed when I have told Christine since May/June 2017 after we have shift to New Office and even these 2 lines are not been transfer over or can transfer over as what Christine told me?
8. As what you claim to have reflected accordingly on monthly basis, please show us the proof of all these documents to show its all been waive and not keep showing my monthly payment need to paid?
9. We definitely wont accept all these amount to paid due to all the delay and charges Singtel is billing and we don't even know what we are paying or receive any bill to show?

We have pass down all instruction to change everything to our new address and I don't see why the bill are not send to our new address too, therefore, we will not entertain all these amount you have show in these email and without supporting documents.

Hi, I was assisted by yr billing mgr ms rinu. She told me after waivers, I need to pay 900 n even asked me to go serangoon office to settle by instalment. She knew very well, I would be going there after talking to her, in a couple of days, but she took no steps to ensure the line don't get suspended, as the staff told me, it cannot be arranged by instalment any longer. They say must settle in full, if the line needs to be reconnected.
How can I pay in full n what is the purpose of talking to her, if I can settle everything in full. Nevertheless, after talking to her lastly, in late February, I enquired, why the bill has shoot to thousand over n she told me, because u did not settle the bill in full. That's why it had raised from 900 to thousand plus. However, currently the same line bill has shot to 1800 double the amt of 900. Is this fair n just. Will the customer not bring it up to the society at large n especially to the minister n perm secretary in charge of IDA.

I wants to settle the bill if revised back to 900, otherwise I will take it up with govt bodies n will wait for their rectification. Please help if u care to resolve this problem amicably. Thanks

Richard

Purchased a new line under SingTel on the 5th of March 2018. Up until the 6th of March 2018 the line had no service at all. After numerous calls to 1688 and getting put on hold for ages the SIM card was finally activated BUT with the exception of my mobile data. I have been calling so many times and being put on hold only to hear them say "We have sent an email to the related departments. Please be patient." How is it possible that the only way to get through to the related departments is through email?! Today is the 7th of March and I have no mobile data still and I am still getting the same ridiculous answer from every operator that takes my call. Never in my life have I seen such inefficiency in service ridiculous. Like come on, how long does it take to activate mobile data.. 1 day is already considered long, 2 days is a joke. Here I am, waiting and waiting. Really wondering when my mobile data can be activated because the only answer they can give is "Please give us some time, It'll be done very soon. Don't worry." disappointed, frustrated, annoyed at what ludicrous service I've been given!

i purchase a Samsung J7 at Clementi Mall on 26 Dec 2017. Sales girl promised that line ([protected]) will be in service in an hour. However, line never get to be of service i.e. cannot call at all. for more than 6 weeks. Calls were made to Singtel Customer Care 1688. First call on 28 Jan officer promised to get line into service asap. But still no service after 2 weeks. Second call and officer by the name of Atari promised to get line up. But again after weeks still no service. 3rd call and officer Vaani on 2 Feb got the line working. Told both officers that i will not accept any charges for the no service period. Yet the bill comes with charges starting from 04 Jan 18. Call 1688 and officer Vina takes the call. Again told her that i will not accept charges for no service period including the Reminder Notice charge. She apologized for all these screwed ups. I told her specifically that she should tell the account dept immediately and update the bill to reflect according. Make sure it is rectified before the inhuman computer sends out the next bill. She repeat my instruction to ensure no miscommunication. Yet Bill comes and all charges for no service period still no change. To make matter worst a Reminder charge also included.
If Singtel cannot get their billing system correct each time after complaints and complaints, I wonder how they can provide a service meeting IMDA standards of service.

I wanted to get a replacement for my Samsung S6 and I was told that on top of the monthly subscription rate of $8 (excl GST) I have to fork out another $532. I subscribed to Mobileswop for 30 months and I paid a total of $240 (excl GST) for the last 30 months. Hence if I were to proceed to get a replacement for my S6 it would cost me a total of $772 (excl GST) ($532 + $240). This is ridiculous for a old mobile phone might as well I go and get myself a new mobile. Mobile swop is such a ridiculous so call "insurance coverage" for your mobile. If I knew then it would cost me that much I wouldn't have sign up for the package. Total rip off.

I went to buy an earpiece from the Tampines outlet today (24/02/2018) and was very very disappointed by the service. Because I just recovered from an ear infection, I could not hear properly, and ask the sales person working there, a blond-haired woman, some questions which I repeated twice for all because she talked so low, mostly answered one-word answers and was focusing on what she was doing in her hands, not even giving eye contact.

Then, she suddenly snapped and talked so rudely to me, using "HELLO, ...!" She scolded me for testing the earpiece that I wanted to buy and snapped that customers were not allowed to test the earpiece before buying which was ridiculous to me. What if the earpiece has a defect? Am I going to have to hear from a defected earpiece that cost me $22? She was extremely rude and displayed attitude that was very typically ‘ah-lian' and worst.

Because I did not have enough money on me, I said I have to go to the atm. She did not even answer my question of where the nearest ATM was. She raised her voice and said I have to leave my IC there. When I told her, I did not bring my IC, she just shouted "Then just leave all your things here!" and slam the stuff she was holding down on the counter. With this attitude, obviously I would never leave my belongings with this type of rude person. In the end, I gave her my student pass which she just snatched and stuffed in her pocket.

Later when I was walking out of the shop to find the ATM, I could hear her speak loudly to her colleague, complaining about me in Chinese. Then when I went back with cash to buy the earpiece, I even apologised to her because she was obviously angry at me. But she just nodded and rolled her eyes before turning away.

Please fire this rude woman. SingTel is one of the major communication corporations in Singapore and as such, need to uphold quality customer service. Your Customer Focus says that you would treat customers with dignity and respect? Both failed horribly in this experience. What have you been training your staff? I have brought Samsung products from this store many times and the workers there were very considerate. They also had no qualms with me testing the earpiece beforehand, sometimes even asking me if I would like to test it.

My family has been using SingTel services for years and the customer services have more bad than good, to be honest. SingTel seem to have this ‘couldn't-be-bothered' attitude and ‘not-part-of-my-job-description' that is very upsetting. This experience was very disappointing and I hope the next time, there will be a change. Thank you and please reply asap about what actions you will take against this woman.

Those who live near that area, watch out for the woman. She is plump, blond and have a negative expression permanently on her face.

I used to have many channels to watch. For the last few days it has been only one channel: English. And today there is only one channel: Malay. How do I get back all the channels please? Also, I have phoned 1688 so many times on so many days. The answer is always that you can't answer because of high customer volume. Very frustrating. Please email or call me as soon as possible. I'm June Tan at [protected] or [protected]@gmail.com. Thanks.

Wifi connectivity has been poor. I've been experiencing fluctuating connectivity recently and am not satisfied for what I am paying for. Similiarly my mobile data has been also experiencing bad connections. To reinforce this, friends and relatives using SingTel are also complaining that they've receive poor connectivity. Please look into this as we have been supporting your company and mobile plans since the start.

My acc no. [protected].
I did not want the Singtel TV and why my bill was charged under Singtel tv installation. Pls take back the box, I will not pay for the item that I nvr ask for...In the first place I already inform and call ur cust service that I only want the internet WiFi without the Singtel TV. Upon purchase at bedok mall and even now under the new account, I already informed your customer service I do not want the tv channel, no one is watching at home.but I was told it is free. It is not free.

Pls take back your box as I did not ask for the installation. I will not pay for the Singtel TV installation . I do not want any add on service.

Hi, recently i chg mobile plan from combo to sim plan only, the data usage used up very fast especially using the miotv premier league match.While i was under combo plan, i watch the whole match and it uses 1G! Now on sim plan, watched 2nd half of the match and it uses 3G.Singtel explained that the video quality plays a part in consuming data as well. So for my Combo plan, i could be watching the match in a low/medium quality for example 240p/480p. However, for my current Sim only plan, i could have been watching the match in high quality for example 720p/1080p which explains the sudden spike in data usage under the categories of video.Den why is it that i cant have the option to see it in 240/480p with my sim only plan instead?I wld have save my data. Juz becoz im nt in combo plan u guys stream my videos in 720/1080p which i didn't realise and so it uses more data?Dis should hv make known to consumer when they sign up for Sim plan only that when they are watching live streaming they will be charge for 720/1080p streaming which uses more data. So it means while streaming a live soccer video on mio tv app, data usage is used much more when u are on sim plan and lesser on a combo plan? What the Heck! Pls EXPLAIN!
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