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1.6 212 Reviews

StarHub Complaints Summary

29 Resolved
183 Unresolved
Our verdict: With StarHub's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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StarHub reviews & complaints 212

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3:14 am EDT
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StarHub Boardband

Called in during feb ask to relocate my worker house wifi (acc 1) from level 5 to level 3.

But the CSO go and relocate my personal house wifi (acc 2) to worker house level 3.

Both having different account number and verification details, i dont know how the cso link both account together even uen no., address was given during the call.

Wrote in email to whatever email i could find online, no calls, no email to me.

Called in and ask to reinstate both house wifi asap! Up till today my personal house wifi is not back yet, it's been 6 days.

And each and everytime i called in i've to repeat myself the stories again.

And each cso seems like dont understand the whole situation, and all cso are based in KL. I spoke in english, mandarin but either they're new or too young to understand the whole mistake.

They are not taking their job seriously, and understand the whole situation well enough to handle.

Claimed loss: since 5th march - worker house wifi is downsince 11th march - personal house wifi is down(have been connecting phone data hotspot, right now used 90%)Worker house total 11 days no wifiPersonal house total 6 days no wifi.

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8:39 am EST
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StarHub StarHub broadband plan pricing not tally

I have recently sign up their broadband ,

On their website it stated with 3 month free with the effective price at $37.89.

But oh my gosh, when I received the installation form it stated $43.70.

And when I saw this pricing I immediately check up with the StarHub staff , he assured me it will be $37.89 all the way , no worries .

But this month when I received the bill , it still the same $43.70. So I raised this issue to the StarHub customer service, they told me they will inform the relevant team to investigate. But worst , the relevant team had the face to told is the price is accurate with the agreement form . And when I asked for the agreement form, I was shocked . The Name on the agreement form wasn’t correct as well.

Felt so scammed by them .

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9:25 pm EST
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StarHub - Fraudulent charges and cso named karina who yelled repeatedly

I called into StarHub citing some unresolved issues with my dad’s over charged bill that he had been paying for almost a year. I called on 16/1 @ 9:45am and CSO Karina with a heavy Indian accent answered took my call. I explained to her in great detail on how the matter was going and told her that I need a breakdown of the subscription and the package...

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11:13 pm EST
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StarHub Billing matters

I have been charged for service that I have not been using for the last 18 month till now . I have called in and lodge the report 3 months ago till now I have yet gotten satisfactory response . Every time I called in their CS will only says they will look matter into it which never did . Each time they send message claims that they tried to reach me and will call again 2 hours which they never did.

My case number 2623

Claimed loss: 28 months X 37.29

Desired outcome: resolve and closed the account . stop charging my monthly to credit card

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10:45 pm EDT
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StarHub Very poor service from Starhub

Really regret migrating from the other service provider. Either they don’t bother to solve your issue or they just don’t know how to. They just keep telling you to wait for them to call you back but they won’t call you unless you are the one to call them and yet again you will be asked to wait for them to resolve the problem. I’m a new subscriber to their service and probably will be the last when my contract is expired. My frustration is they can simply tell me sorry they are not able to solve the problem instead of asking me to wait and wait forever.

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12:13 am EDT

StarHub Data roaming

I am currently in China , since Friday I am having data travel issues. Till today I still can’t add on to the data travel. I had been communicating wf your life chat but till now no result . I will only back to Singapore this Sunday , and I need the data travel URGENTLY for my holiday and work as well. Currently I left wf 1.1GB and I have no way to purchase additional data , your guys had been replying me nothing they can do. The last one chat wf me was Gee and he promised will get back to me, till date no reply . Pls reply to me URGENTLY as this will affect my job as well. If no ans by today I will write straight in to CEO and get him to solve the issue

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3:36 am EDT
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StarHub Broadband relocation service fail

I recently had to move office and needed to process a broadband relocation service from them, They promised that everything will be settled up to activation within 14 days but since I've submitted the application form which their reply stating they will process the application. It has been over 14 days and I have yet to even get a response on when they will come down to even check the site which is the first step of relocation. I've been contacting them every 2 days but only get the same reply from a different sales representative stating that they will let me know when they have an answer. I felt that they should honor the deadline as per the application as businesses need to have broadband services from certain periods especially with a new office move. I feel very insecure with their services and hope that they will really work on solving such issues efficiently!

Desired outcome: Broadband relocation and activation complete within 7 days since its already late

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7:25 am EDT

StarHub failure to deliver contracted services

Starhub services were re-contracted and a technician installed the new tv boxes on 18 Aug 2023 but we failed to access even basic tv programmes (not just the Asian + Package). I have gone online via livechat, email and called 1630/1633 to get attention but all the departments (sales, feedback section and technical) failed to follow-up. I had to demand from technical department (1633) to have a technician onsite who finally came on the next day (26 Aug 2023). Emails with a John G (1-[protected]-[#1144898] ) only served to give the impression that starhub was looking into it. Situation did not improve and dragged on for more than 2 weeks.

Shockingly, when i received a callback on 1 Sept (after the technician had resolved the issue and I demanded for an explanation for the unacceptable failure to provide the contracted services for more than 2 weeks), they were clearly unaware of the current status and instead wanted the customer to update them on the issue.

Desired outcome: A contract should work both ways - Starhub is expected to be penalised for failure to deliver the contract services.

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1:30 am EDT
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StarHub Starhub Smarthub

I felt like this service is not fair and reasonable to the customer, we have to pay subscription fee every month, if any lost phone, we have to pay for the replacement cost which not cheap also, but if the phone found, they can sell the phone and gain from it as well, how about the client which pay for the replacement fee?

I think really have to figure out, why the policies like that.

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11:40 am EDT
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StarHub Network

I’m complaining about the StarHub networks at 53 Holland Road. The condo is called “The Holland Collection “. The network here is bad especially around the guardhouse as it falls to 3G most of the time, especially for those who are on StarHub networks. Please do some corrections and adjustments to facilitate our use of your networks. Thanks and Regards.

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1:14 pm EDT
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StarHub English Premier League Broadcast

We subscribe to the Starhub English Premier League but we don't get the service we paid for.

During live broadcast, the services were disrupted multiple times. We spend out time keep going back to the channel. It's was extremely frustrating.

Even playback of previous matches were not available.

Starhub should not be allowed to has the broadcasting rights if they do not have the technical abilities. It's a downright scam for the consumers.

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2:05 pm EDT

StarHub Starhub service is the worst

I applied for data roam and the app showed that it has been processed.

when I travelled the next day, I was immediately charged $20 for a 2 minute network usage.

I called the customer service and the automated script was totally unhelpful. After a getting on the live chat I was told I did not get Roaming because my bill had not been paid.

I made an immediate bank transfer and still was told it would take 3 days to process even though I had shared a screen grab of the payment.

The auto responder is unhelpful and unable to put me on a live chat or give me an email

Meanwhile I had to go for my meetings in London the Starhub continued to charge me for every 2 -3 minute network usage I needed for Grab or email.

Why did Starhub not notify me that the Data Roam had not been processed?

why does Starhub have to wait 3 days to activate even though they asked for proof of payment and I shared a screen shot?

This is my worst encounter with the lack of courtesy and customer service.

we are working and Starhub does not have the systems in place to solve customer issues.

Desired outcome: an email from the company. somebody to talk to. removal of the grossly incompetent auto message

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5:15 am EDT
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StarHub In store customer service

I am and have been waiting at plaza singapura StarHub outlet for 30mins, firstly, there are only 2 customers ahead of me, I see numerous StarHub staffs around but I have no idea what they are doing, there are 2 customer service people waiting at the start of the queue although there’s no one queing. Is this a case of getting more staffs or StarHub just doesn’t care how long people have to wait. Or is this just bad service?

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10:49 am EDT
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StarHub Internet service

Hi. I have had a horrible experience moving my internet service with StarHub from my previous house to new house. They have created multiple issues during what should be a simple task — First, instead of moving my service from one place to another, they extended my service at the previous address AND gave me service at the new address. So I ended up with internet service at two addresses, which (just based on simple common sense) is not what ever wanted. I had to make multiple calls and wait hours on phonr to resolve the matter.

Second, I clearly told them that my new resindence is four floors and I will definitely need multiple datapoints since

Wifi mesh will not be able to cover the whole house. Sure enough - on the day of the installation the technician showed up with a mesh! And as expected, the top floor of the house (which is where I sometimes work from) is not getting reliable signal. I asked the technician to open a ticket and have StarHub send someone to install another datapoint per my original request.

Third, a few days later another technician showed up to “see what’s wrong”. After doing as assessment he determined I need another datapoint installed - and I said that’s what WE HAVE REQUESTED TWICE NOW.

Fourth, I went to return my previous equipment at Jurong Point location and while there I asked them again to schedule an appointment to instal another data point. They are supposed to send a confirmation of the appointment via SMS but unfortunately I still haven’t received anything.

I am simply appalled at the level of incompetence at StarHub. They haven’t been able to complete a simple task after three attempts so far. This is simply unacceptable!

My StarHub phone number is [protected]. I can also be reached via email at [protected]@gmail.com. Please please help!

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2:05 am EDT
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StarHub Billing issues

I have been charged by Starhub fraudulently for an item that I never received in October 2022. I have been trying to resolve this issue since October 2022, and have reached out through ALL the communication channels available.
I keep being told "it is pending" and that "the issue has been escalated" but it is now the end of May 2023, and the issue has yet to be resolved.
They keep cutting my service WITHOUT prior warning.
I cannot use the app at all.
Customer service is literally useless and keeps bouncing me to another department. I'm not blaming the CS, but I'm very upset by the way Starhub is handling this as a whole. I absolutely want to make it clear that it is NOT the customer support officers fault but the company and the finance department especially.

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10:04 am EDT
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StarHub Data travel plan and wrong billing

I went overseas on 4th April to 6th April
During which I have applied for the data travel plan for 2GB.
On the night of 6th April I was notified via SMS that the 2 GB was used up and I top up immediately for 1GB until I was back in SG and received an SMS that my data had about 499mb left and expiring.
Subsequently my monthly bill exploded. Monthly plan was 87, and it suddenly went to 300.

Today I call starhub to try to activate my data plan but they told me I have outstanding bill so the bill was brought up I was reminded that I need to dispute about it.
So I asked the operator to explain and she had a heck-care attitude and keep saying it is on the bills. I told her I don't have my bill n explain further but she keeps repeating and I ask her how much per min per call from overseas, the answer I received was 70 cent. So per call per min was 70 cents and I only had less than 10 min of calls and then she cannot explain and keep repeating herself to see my bill I ask her to give me her name and she didn't want to and then hang up my call.
Attached is my evidence, once I'm back in Singapore I will check again and dispute about this

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1:22 am EDT
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StarHub Setup box

StarHub boxes is the worst performing box I come across, hang , very slowly activate, very poor picture blurry comparison to Samsung, fast good picture quality n clear n can the program which I missed or no time to watch for Samsung I still can watch the program which is over. But it’s StarHub box all those I mentioned not even one is good I want to change but the expect my to go to the StarHub shop which they appointment is they failed to turn up th appointments time no text messages neither call am being waiting like bloody fool

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Loke Wai Kit
, US
Apr 24, 2023 8:38 pm EDT
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i didint hve starhub this mth bill why u all call me no paper how to go to singpost pay bill

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5:15 am EDT
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StarHub An invoice dated mar 28th 2001 (22 years ago) and sent not to my address

On Mar 2 2023, I went with my wife to Nex StarHub to enrol senior plan since our contract with phone ended. I was surprised by your senior staff Mr Ahmad who told me from your system that I owed $223.25 invoice dated Mar 28 2001 (bill was 22 years and sent to Chinese Chamber of Commerce who IS DEFINITELY not my home or bill to address).

Your Billing colleague sent me the invoices starting dates Feb 22 2001 and subsequent recurring charges invoices to amount to $223.25. Note that all these invoices were sent to Chinese Chamber of Commerce 47 Hill Street. I had no idea why these invoices were sent there as I had absolutely nothing to do with that address.

Mr Ahmad asked me to call StarHub Billing to look into this issue as he said he could not do anything on his side. I made four calls to Starhub Billing (your staff names: Kathy, Joshua and others who I did not note down). The promise was that they would escalate and get management to resolve this.

Mr Joshua on Mar 12 2023 told me the issue was resolved and I could go down to Nex StarHub to re-sign the senior phone plan. At Nex, Mr Ahmad of Nex StarHub told me issue not resolved as that invoice was still in the system.

The issue was not resolved inspite of 4 calls to Starbub Billing and 4 visits to Nex StarHub. You can look into details from your StarHub Billing recordings or asked your senior staff Mr Ahmad at Nex StarHub.

I hope you can resolve this without any further escalation. Pls contact me if you want further details.

Lee Woon Kong Tel [edited]

Mar 13 2023

Desired outcome: Just confirm StarHub mistake that I did not owe such a weird invoice of 22 years ago and billed not even to my address. Just cancel that mistaken invoice and get back to me that this issue is resolved.

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6:39 am EST
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StarHub I lost my bonus interest from my bank because of Starhub

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.

Desired outcome: Please do not lead your customers on a merry go round. Please do not change anything with regards to your customers' accounts without informing customers.

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9:38 pm EST
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StarHub Feedback on lorenzo a customer service

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.

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