StarHub Reviews 391

This morning’s call with StarHub deserves a trophy. Not for service, but for the Olympics of incompetence.

I spent a full 20 minutes on the phone with someone named Xavier—Snr Billing Exec with no last name (yes, really)—who managed to turn a 2-minute task into a full-blown exercise in pain. He refused to escalate, showed zero empathy, and claimed (with a straight voice) that no managers work before 11am. Who runs your shifts—vampires?

All I asked for was a SIM card replacement delivery because my mom just had hip surgery and can’t leave the house. Xavier’s solution? "Just get someone to go down to the store.” Oh, thank you, genius! So helpful! He insisted delivery is only for new customers or devices, and everything else is “not StarHub's policy.”

Despite repeating myself like a broken Spotify track, he refused to escalate to next line of reporting. My blood pressure started doing HIIT. Eventually, he caved.

Surprise: Edwin, a very real manager, called me in under 10 minutes. At 9:45am. I thought no one worked before 11? Maybe Edwin’s from a parallel StarHub dimension. Anyway, he solved it instantly. Told me SIM replacement delivery is free via the app. TWO. MINUTES. DONE. Awesome job to this real EDWIN!!!!!

So tell me, Xavier—why the dramatic performance? Is there an award for “Most Barriers Created in a Single Call”? Or does blocking deliveries help you hit your KPIs?

Honestly, if customer service isn’t your thing, maybe don’t be in… customer service. And StarHub—if you care about your reputation even slightly, please train your people better. This could’ve been so simple.

Huge shoutout to Edwin for being a legend and saving the day after Xavier set it on EPIC fire.

What a shitshow.

Horrible customer service

I was a loyal customer of Starhub for more than 10 years. I had 4 mobile lines and tried to recontract on the Starhub APP as usual. I didn't know much about Star Plan at time of recontract and the nightmare started. I experienced incomplete service, they activated the Star Plan but without sending me the 5G Sim card. Worse customer service ever experienced. They called me every 2 days from different people without knowing the issues clearly and said that they were checking and will call back again in 2 days. The Case was dragging on for more than 1 months and they dare to charge me again for the incomplete service. I requested them to send me email on Black and White during the 3rd call but they refused. They just talk and talk until the cow come home and there were so many nonsense calls from Starhub and it was actually harrisment to the customer. After I did some research and I realized that the Star Plans are actually TRAPS. After subscribed to a Star Plan, you cannot upgrade or downgrade to other plans except Star Plans. If you put money in the Star Wallet, it can only be used to pay for Star Plan bills. They will not refund even the line was terminated. I paid hard cash but they just forfeited my money. It's a big Scam. You cannot transfer ownership for Star Plan. This is actually an Everything cannot Plan but you still can port out your line to other telcos. I was scammed S$100 and I decided to port out all my 4 lines to another Telco charging 50% cheaper. I am very happy with the new Telco because I received good signal at the basement carpark where it used to be blind spots with Starhub. The support was also much better by email and I received feedback on Black and White in just 1 day. The best thing is 50% cut on my mobile bill with another Telco. I will probably earn back the S$100 scammed by Starhub in just 2 months. They can do whatever they want if there is only 1 Telco in Singapore and seems that they don't know the maths on how much they would loss in the long run by loosing more loyal customers.

Worst service ever. I want to early termination my business wifi from April, their staff bring me around until end of july and i have not dont anything. In the end the amount i have to pay even more than my monthly bill till contract end

bought a tourist eSIM, ID verification process from their side was full of errors, ID verification was not possible, they are sending links that do not have any target (404) and their customer service is not reachable. They deserve bankcrupcy.

Bought a tourist eSIM but was unable to verify my ID due to their system having issues which they weren't able to fix. They refused to give a refund even though it was their fault. Got a refund through my bank instead.
In the end I bought the Singtel tourist eSIM and had no issues verifying my ID with them.

Since 26 Jun 2025 trying to transfer number from StarHub to SIMBA.

StarHub's customer support even don't understand what they do.

Dear Mr Luis, appreciate your passionate effort to resolve my mobile internet issues, competently, efficiently and professionally. Your patience and assurance is validated. The internet issues was restored within just one (1) hour (as you have explained and done your best). I am very fortunate and happy with your service. Thank you very much. All the best wishes to you with StarHub @ Paragon.
Sincere regards from Eric Lee 03 July 2025

Dishonest and 300% increase in price. Last month prepaid customers customers got an email saying they were being moved to 5G for free. Which of course was a lie. We were all moved on to a monthly plan without our knowledge or consent. This also removed some features (eg. call forwarding) and increased our annual cost by 300%. When queried "customer service" just rolled out a torrent of BS. Its bad enough customer service was always useless, now they're also dishonest. Waving goodbye to starhub after 15 years!

TRASHY - avoid at all costs. They made me switch to a subscription plan last month (Star Plan). This month's renewal failed, unable to pay or update card details. Unable to see my plan on the Starhub App. Now they are telling me the number is not linked to my ID, can't port out. Can't pay, can't use. Left stranded completely. Not to mention the chatting with the Bots are useless with no resolution. Absolute nightmare.

Never buy StarHub tourist eSIM, it's a scam. They never provide support or respond to our inquiries. I was finally able to get a refund through my financial institution.

Worst company, they sell their plans to tourists, but when they are unable to provide service they try to find reasons for not refunding.
I used M1 and Singtel, their services were amazing, so stay away from Starhub

Even one star is not worth for it, really don’t buy from them
Better go for store otherwise you will loose your money

We’re getting scammed by StarHub. We are getting charged for services we did not sign up and were secretly inserted into the bill by StarHub, example “value added services: cloud recording VAS” that suddenly appeared with monthly charges about $10, and also we are on the free netflix standard plan with 2 devices (I verified from Netflix manage account Page). But StarHub bill shows “Netflix premium plan upgrade” charging us another $5.50. We also cannot find where in the app to remove “digital voice” charging $8.46 monthly which we are not using. Just because my father is elderly and unfamiliar with these, and luckily he got me to help check why the monthly bill becoming more and more expensive and I went to check every line item.. very unethical business practices I would say, comparing other telcos to switch over ASAP.

It’s a shame that there’s no negative star. StarHub agent Dave (said cannot tell me his last name because it’s confidential) did not inform his own colleague of my decision and terminate and debundled the service. Provide wrong advice and gave me wrong offer and did not honor the offer. Maybe something is very wrong with their recording system. I’ve been with StarHub for almost 10 years. Hope no one else experience the same in future.

Danger … stay away! I have been a StarHub customer for many years. I tried to cancel my service because I am temporarily leaving Singapore. They delayed picking up my equipment for a month and then continued to auto deduct payments. They also did not cancel my phone line even though I terminated my service. Customer service is reached through an AI chat and each time I have to start over again to reach a CS rep. After two months they continue to autodeduct payment even though they collected my equipment and I have not used their service for two months. Customer service follows a script and does not escalate my issue. I am at a loss how to get this resolved.

Please tell your representative that it is illegal to walk into shops to sell their services. Hawking is not welcome. This number 81867114 called and asked why my shop is not open for him to sell his services. Please educate your staff on this hat they should do and should not do.

Hi all,
Please don’t subscribe to the broadband services. It is terrifying and unstable.

Also, if you don't want to have a bad experience with your deposit, keep far away from this provider.

I am very disappointed with my experience with StarHub. Several issues led me to make this review:
• Unstable network quality, resulting in unstable basic communications.
• Customer service was repetitive and unhelpful. Despite my multiple follow-ups, the responses I received were all the same and did not address my real issues.
• Extremely slow work efficiency, resulting in customers having to pay high fees, and there is suspicion of deliberate delays in charging high fees.

Based on my experience, I would not, and would not, recommend StarHub to my family, friends, or colleagues. I think it is necessary to highlight these issues so that everyone can make an informed decision.

This company is totally useless, they have 0 integrity and 0 ability to fix their own mistakes that they cause. Then when you highlight it to them they do the bare minimum to get you to stop bothering them, then when you request for actual service/help they will want to charge you. Also need I mention that their customer service is just a bunch of outsourced & totally useless foreigners who dont even know their own products and services.

Shoutout to Quila who works at starhub. You promised many times to organize a callback for cases:

1-1247917595422
1-1247917596817

When I raised concerns that starhub never calls back you said you would make sure and persoanlly oversee the case which I honestly didnt believe. Surely enough, the organized callback was never followed up on and now back to square one. Anyways, will cancel our package and go with a better company.