StarHub Reviews 391

We had an awful experience with StarHub. Due to an error by their sales agent from Sirius Marketing, our business broadband installation was cancelled. Despite having proof that the cancellation was their fault, we were slapped with a $1,200 termination fee and late charges for a service that was never delivered. We’ve contacted them multiple times, were promised call-backs by a Director that never came, and no one has taken responsibility. Their agent even suggested our Director pay part of the cost! Unbelievable. Avoid StarHub if you expect professionalism, accountability, or even basic customer service.

I've been a Starhub consumer since Year 2001. Every service provider will sure have their own strengths and weaknesses. I think Starhub needs to work on their customer service level. Most of the times I have to ask them to repeat themselves.

Review:

I have been a loyal StarHub customer for over 25 years, but my recent experience has been deeply disappointing. There are several issues that have led to this review:
• Network quality has deteriorated significantly. I experience frequent dropped calls and unstable coverage even in well-populated areas, making basic communication unreliable.
• The much-hyped 5G connection is inconsistent and often drops back to 4G or worse. This makes the user experience feel more like marketing than actual delivery.
• Customer service is repetitive and unhelpful. Despite multiple follow-ups, I was repeatedly met with template replies that failed to address the real concerns.
• The SmartSupport replacement service was the most upsetting. I was charged a high replacement fee without being properly informed that my device would be reported to the police as “lost”—without my consent or signed acknowledgment. This resulted in unnecessary complications and even police involvement, which could have been avoided with clearer communication.

This not only caused me stress but also raised serious concerns about the use of public resources for a commercial process that should have been internally managed.

Based on my experience, I would not—and shall not—recommend StarHub to family, friends, or associates. I believe it is important to highlight these issues so fellow Singaporeans can make informed decisions.

In 25 years as a Starhub customer, I have never experienced such bad customer service. A simple renewal contract with upgrade followed by a relocation order has been wrong 4 times and my latest appointment on 28/03 was cancelled again (without notification until I contacted them) and now rescheduled to their earliest date in MAY...... despite the errors being Starhub's.

I have spoken to 21 different Starhub people in physical locations and online departments trying to resolve this total mess without success.

Multiple requests for urgent action and a Senior Manager to call me have been completely ignored.

It seems pointless to write a detailed review because 95% are already only 1 star but Starhub do nothing to improve.

I purchased starthub online store set delivery date n time on the delivery date the starhub app show the appointment in processing, i check tracking number system show the number invalid, I call starhub service center to double check the estimate timing arrival they said cannot check in they system. The operator help me check almost 30min end up tell Ask me just wait and said they system cannot check and cannot track with the number.

I am utterly disguted with Starhub Customer Service. I dont think they are trained to handle tough situation. I had a very bad experience today with one guy named Lumin. I had been paying my starhub bills every month on last few days of the month around 26th onwards. I never had any issue let alone disruption to my service. Today I had got my line disconnected and had to call in only to find out that my due date is 25th hence the disruption to my service. When I called to ask why the past months for at least a year I had been paying my bills in full after 25th, there wasnt any disruption and is this going to happen every month for upcoming months .i.e my line get disrupted on 25th and I have to call in to ask for extension. After all the explanation to your Customer Service Lumin, it ended in him telling me that I am lucky enough that past few months for one year my line wasnt disconnected. This shocked me or anyone who call in to seek for clarification or assistance. ANd when I told him to get the manager to call me, e replied "ahh whatever'..
I am writing this and expecting to get a callback from the Manager by today if not I will write furthe to the mass to make sure Starhub get their act right.

I hate the current starhub tv. Difficult to view the tv programme schedule and not user friendly than the old one. So suck! It makes me totally collapsed. It will not allow you to make recordings for local channels. Difficult to view all tv channel programs.
Not allowed to change back. I hope that i can change back the old one.

The old one is still the best. I really miss it everyday.

For those read this review, I urge you to keep the old one and not to change it.

Can’t be bothered to even type, a complete waste of time to deal with them

I would not even give a star if there is an option.

Unusual data charges of above 40GB upon phone line termination despite monthly usage pattern of barely 1GB due handset faulty for at least the past 6 months. Reason for the low usage as I was using another handphone. In fact, data usage pattern for both handphones barely hit 1GB for at least the past 6 months. Advised the team to check past usage pattern through their system and provide proof of data usage.

There seems system fraud but StarHub is not acknowledging their system issue and provide absurd reasons on the data usage. When asked to proof, it says usage due to google and iCloud. How to google when handset barely working? How can anyone used more than 40GB when there is no subscription for extended iCloud service beyond 5GB?

As my payment arrange is a direct debit, credit card company unable to stop payment and asked to check with merchant. Here StarHub taking own sweet time to investigate to wear you out and give up on disputing payment.

As a customer, I have religiously made payment every month and despot that I have not been using the line in the last one year. This is how StarHub support their customer through dishonest charges.

I am still using their broadband service and is contemplating to change to another telco but there seems no better ones around!

Disappointed with the company!

To Starhub CEO & Management,
If i can provide more 0 star i will do that. Signed up home broadband on 7th Feb at woodlands causeway point set installation date on 5th March & another date network for survey 2 weeks ago screw up given the wrong address to contractor. 19th Feb i quickly called starhub name Rose told me she wfh i told her about the issue to prevent screw up. To my surprised on 4th March i received a notification thru sms installation date confirmed 5th March & i'm shocked after awhile someone from starhub called said tomorrow appointment cancelled due to surveying not done yet. My goodness such a things can happened after that the sales person name Mina a philipino whom i talked to on 7th feb when i signed at starhub called me said she did not update my address & overlooked my previous address. What kind of irresponsible & unacceptable services & explaination starhub stuff are providing. Really disappointed. :(

I had have multiple series of issue since 2024. They had to take almost a year to resolve StarHub App issue and charging me ridiculous price for phone plan changes. Even I didn’t get the phone. My plan was change by the App. Call multiple times, email multiple times and went to the service center in Plaza Singapore.
No one can help. The manager eventually in touch with me after over 6 months to do instalment plan. Paid on time every month. Just this month, I missed the deadline to pay and no reminder or alert was given due to busy schedule. Had to tell her that I just restart back to work after 7 months. Not being bother or care. Today, StarHub suspended line without notice and so happened its very important meeting day.

They don’t care as the customer could lose a project/contract. No one call you or msg what happened until I reached out to their WhatsApp messenger.

Would suggest them to relook in the Senior management team and do the restructuring. This is very big issue in telecommunications. With the rate they are doing. All telecommunications providers are doing much better than them. SingTel, M1 and the rest did better. They are so lacking and unreliable. Will not recommend

Wouldn't give one star! But you have to choose that one.. scam site wanting you to pay taxes on non existing money... I am at fault for falling for a too good to be true scheme! Just hope my review saves others the nightmare!

Really regret of using Starhub.
Charging me data roaming in Malaysia which I did not use.
Called CS and the staff promised to void the charges but never do so.
Till this week received a warning letter and force me to settle the charges and 'lan lan' have to pay the charges.
Will terminate all services with Starhub

Theyre lack of dedication to supporting and helping customers is infuriating.

The wait time for one of their employees to fix the issue physically is ridiculous

Last but not least they're routers and modem are consistent with being at “Loss Of Signal” (LOS)

This has been the worst purchase I have had in a long time, what a waste of money.

Terrible experience, their Customer service is untrain and handle palatium member call. Response time is slow, when you feedback a issue, they usually cannot fix especially Broadband issue, and will buy time and said arrange a call 24 hr later, and not even arranging a service technician instead they arrange someone to call you back after 24hrs. Even when Manager is available, they will not answer your call, they will always tell you Manager engage and can only call back 2hr later. Worst after they arrange the technician to fix the problem, they usually in a rush and did not complete the testing and left, and I need to call Starhub again and re-arrange for another date, so for working adult like us will be very inconvenient

MOST REVIEWS HERE ARE LIES, SCAMMERS
MOST OF THESE REVIEWS ARE COVER-UP LIES ABOUT THIS FREECASH, STARHUB & CARTPANDA. they refuse to refund you, keep giving the run-around. ... EVERY EMAIL LINK YOU SEND AN EMAIL TO COMES BACK DEAD END. I HAVE THE SELLER FACE POSTED ALL OVER SOCIAL MEDIA.
>>>>Mail delivery failed: returning message to sender<<<<
Sent: Monday, February 14.15.16.
17,18, 2025 at 9:53 PM
From: BUYER
To: contact-millionairedata.online
Subject: REFUND MY MONEY, BRIAN ANDERSON SCAM LEADER.

REFUND ME ASAP: I HAVE NEVER BEEN SO UPSET OVER BEING SCAMMED IN MY LIFE. THIS IS NOT AT ALL WHAT YOU, BRIAN ANDERSON, HAVE SAID FROM THE START, AND the GOOD THING, IT'S ALL ON VIDEO. YOU TALK GOOD TALK THAT YOU GOT ME INVOLVED. BUT SINCE IT ALL TURNS OUT TO BE A SCAM. IT'S BEST YOU REFUND ME ASAP. PERIOD. AND I'LL DROP OFF.

I HAVE THE BBB ON STAND BY FOR THE FACTS OF YOUR MISLEADING VIDEOS.

REFUND MY MONEY 100% PERIOD., OR DEAL WITH THE CONSQUENCES OF CLASSACTIONS... MY TEAM IS READY ON STAND BY AS WELL. YOU WILL REPAY EVERY ONE 100% OF THEIR MONEY. I AM NOT THE ONE TO PLAY GAMES WITH SCAMMERS. YOU SHOULD STAND AT YOUR WORD. NOT LYING FOR PROFIT. REFUND MY MONEY JUST AS FAST AS YOU TOOK IT OUT OF MY CARD YOU WILL PUT IT BACK. NO IF'S BUTTS ABOUT IT MR BRIAN ANDERSON. "THEFT BY BUSINESS IS A MAJOR CRIME".

ALL I WANTED TO DO was to HELP MY CHILD PAY FOR COLLEGE. AND ALL THAT YOU SAID - IF IT WORKED WOULD HAVE BEEN HER SUPPORT TO FINISH PAYING OFF HER 5 YEARS OF COLLEGE.

WHY DID YOU LIE ABOUT THIS BRIAN??. KEEP IN MIND. I AM PLASTERING YOU ALL OVER THE WORLD THROUGH SOCIAL MEDIA STATING FACTS. A FACE WITH A NAME IS A VERY BAD THING TO BE DISCREDITED FROM FUTURE EVENTS AND BUSINESSES. YOU WANT TO KEEP GOING? THERE IS COURT. WE CAN GO FOR IT. YOU CAN PAY FOR DAMAGES AS WELL TAKEN FROM MY TIME TO CHASE YOU DOWN, ETC. IT IS NOT GOING AWAY BRIAN. REFUND ME MY 100% AS GUARANTEED, ASAP. THEN I WILL LET IT GO.

Thank you for all the troubles you've caused...

Publisher / Editor & Independant Consultant-Rep for all.

Date of experience: February 14, 2025

Totally misleading and incompetent service staff at the Causeway point outlet. The Star plan advertised on the website to be clearly without contract, but when we went to the shop at Causeway point, we were told that it's with 1 year contract... It seems the marketing team at the shop and the marketing team for the website are competing to outdo each other...very strange and totally frustrating for consumers. Needless to say, left for another telco.

I signed up for a Starhub broadband plan in late Dec 2024 upon the recommendation of a technician friend. I was told that I only needed one Nokia Wifi Beacon 2 for a 4-room flat. The technician came to do the installation about 2 weeks later. The home wifi worked well for a day and became very unstable for the next few days.

I made a call to technical support who told me that I needed a second Beacon. I was asked to go to the Starhub shop to buy another Beacon and came up technical support again to make appointment for installation. I bought the second Beacon from Starhub Tampines Mall on 11 Jan 2025 at a discountee price of $88.25.

As I needed the home wifi to work asap, I arranged for my technician friend to help me check the connection. We realized that the installation was not properly done. She managed to get the home wifi to work without the second Beacon. When trying to install the second Beacon, she realized that it was faulty. It failed to connect after trying multiple times for 3 hours.

I returned to Starhub Tampines Mall only to be told that there was on exchange or refund. I was asked to go to Nokia Service Centre in Alexandra to get an exchange instead. I wanted to find out the opening hours but there is hardly any information online. I managed find a contact number but the male ‘staff’ at the other end of the line was strangely ignorant and evasive. After much probing, I realized that he was not even in Singapore! He directed me to a website where I would get all the information that I needed. Later I learnt that it was an invalid website! But it was much later that I realized that it was the website that Starhub gives her customers on matters pertaining to Nokia products.

This was followed by multiple calls to Starhub to request for a refund. The staff requested for the pictures of the barcode of the faulty device which I sent. They said that the protocol was to send their technician to my place to check the installation again and replace the second Beacon if it really did not work. I told them that my home wifi is working fine now and did not want it to be tampered with in case it was messed up again. I requested for the second Beacon to be tested at the shop which they said they could not do.

They would promise to look into the matter and get back to me but never did. A technical support staff suggested that I went back to Starhub Tampines Mall to make the request for a refund again. If they did not accede to my request, I was to call up technical support again. Does that even make sense?

As I was typing this review, I was still chatting with a Starhub staff who promised to tag the matter as urgent and get back to me within 24h. That was what they told my friend yesterday when she made a call to Starhub on my behalf too. The call never came.

I promised that I would post about this matter on social media to warn other unsuspecting Starhub customers if I did not get a response from them by today. So I am posting this to fufil my promise.

Customers expect accountability from Starhub for selling faulty devices to customers. It is ridiculous to refuse a full refund when the device was bought from Starhub itself.

Never choose them.

Plans are affordable as shown in advertisement and I was able to stream football games and watch it