StarHub Reviews 391

5g network is very good and is quite easy to activate which is good and plans quite affordable with streaming of games

Been a customer of Starhub for many years until I switched over to Star Plan last year and encountered payment issues which is probably linked to a technical and system flaw.

I was set up on auto debit. Due to an
unsuccessful deduction date, I paid
manually via their Starhub app prior to
their deadline. Within the stipulated
timeline. However, while amount was
deducted by the bank, Starhub failed to
capture it. It states non payment at their
end and thereafter claimed non payment
requested to pay full amount eventhough
money has been deducted for the
instalment plan. The first time it
happened, bank stated merchant
rejected payment. The second time it
happened, bank stated payment was
processed and approved Starhub did not
process settlement.
Both times customer service kept insisting nothing can be done , it was my fault when payment had been made and not acknowledging the presence of a
system flaw at their end. The team kept going back and forth for hours and days
with their standard responses without
escalating it to someone who can
actually resolve the issue. It's as if
someone is sleeping on the job and a
chatbot can provide a far more
constructive response.
Starhub management might want to
consider replacing the entire team and
review their payment system flaw pronto
if they want to retain their customers and capture their receivables promptly.

It’s like the StarHub customer service team is not accountable to anyone. Their priority is NOT to provide solutions. It’s to APPEAR they try but they don’t answer any questions and definitely not in a straight forward manner. They basically do not care if you don’t get answers. Even if you request for it, they won’t escalate it or pass the issue to someone else to solve either, and THAT IS ACCEPTABLE.

They will also bring up totally irrelevant information to build their ‘case’. It’s about them winning, not about them assisting.

Frankly I won’t be surprised if they fold this year.

My home broadband was done since Mon 20/1/25. Reported to 1633 on Tue and after waiting for more than 25min I was told the earliest appointment is Fri 24/1. I told the agent I cannot wait till Fri ‘cos I need to work from home. He said will try force early appointment on Wed. Wed I made another call and also put on hold for >20min. Same story…appointments are full and they can only force an earlier appointment if someone cancel the appointment, he will try his best blah blah blah. He said he understand my problem, I don’t think so. I asked for his manager to call me back but no one called. Thur passed. Friday technical came in the afternoon,
Changed the router and it still cannot work. He said some network problem will have to go back office to get someone to check. Today is sat I called since there is no update. The agent claimed that someone has called me but there is no record of incoming call from StarHub. Same old story, will look into it. I again asked for a manager to call me back within the next 2 hrs. It has been 8hrs no one called me. I wonder why StarHub service is so lousy - the agents answering the calls are also not helpful at all. If I can I want to terminate but my contract is till 2026!

I signed up for broadband last month and the sales lady offered me TV box for $4 per month with free Chinese Entertainment and was told that I can terminate the TV box any time but I received a bill of $133 which includes 12 month of TV box plus Chinese Entertainment and set up fees of $50 which wasn't told to me. I called up to clarify that I was told that the entertainment was offered to me free and also the TV box always hang. Ridiculously I was told that I must pay for penalties if I terminate the Entertainment programme within 12 months. I insist that I am not paying for something that I did not signed up for. And after 4 calls they are still checking and each time promised to get back to me but they failed to do so. Very bad customer service and regret signing for Suckhub. Don't even deserve 1 star

StarHub charges me almost $1k extras for that month for some sort of gaming things, which I didn’t even use. When I reach out to StarHub the hotline staff mention that was a 3rd party charges and asked me to settle directly to the gaming vendor.

After 4 phone calls to StarHub they still insist that they are not responsible and told me to settle with the 3rd party vendor directly, which I don’t even have any details. Manager on duty refused to speak to me on 4 phone conversations. Due to the non payment of the $1k my line was cut off twice and was unable to call. This was even I call StarHub to explain not to disconnect the line while the issue is being investigated. Yet the line still got cut. This is extremely not professional while they are doing the billing.

After being a loyalty customer of StarHub for almost 20 years. 5 lines in total for my whole family I really feel disgusted for the experience.

I am utterly disgusted by StarHub's service. We just recently signed up for their broadband service for about one month. Attracted by their promotion of competitive broadband package premium and its reputation as one of the big internet service providers in Singapore. However, we are constantly faced with bad reception and always lagging. We have not encountered such lag in our previous years under the other service provider. Recently, the internet went totally down; Starhub was unable to rectify the problem remotely and could only arrange for their technician to come after 2 days. After the site visit, the technician found out there was a faulty open net hub, which we wondered why our previous years we used without any problem. Although we expressed our urgency to them to restore the internet connection asap as we need it for our work and most of our appliances work on wifi, they are not able to escalate the issue to OpenNet and arrange the technician on an urgent basis. Instead, they said they could only arrange for them to come in 3 days. We need to bear without home broadband service for almost a week. Starhub customer service was not very helpful in easing our problem; they only came back again and again with the same answer without offering us any better solution. I totally regretted our decision to sign Starhub; I can't wait to terminate our contract with them after it's due.

System error and human error. Can only get back 48hours. In this age 2025???

Starhub a company that’s in a shamble. Nothing works out well.

From network reliably way down to customer service nothing works out well.

A well known communication company but with a total massive internal mis-communication when dealing with serious business from the customer matters

Not recommended for new user or ex-user that is thinking of returning back.

Horrible. Called their service hotline to cancel my modem service. Even received confirmation date. But was told that the appointment was cancelled without any notification after their people did not turn up

I would rate negative if i could. Worst customer service, onerous charging and useless chat wasting people’s time with no real outcome. Switching to another service provider and taking w me all accounts mobile and broadband. My money is not a lot but i do not believe in paying a Company like this. By the looks of it, i am not alone and what goes around comes around hope it does faster and they learn a lesson

Last month, while traveling in the UAE, I encountered a shocking situation with StarHub’s roaming charges.

Despite pre-purchasing the DataTravel roaming plan, my phone somehow consumed 5.5GB of data in just 2 minutes. That’s around 30 times the bandwidth of streaming a 4K video… is that even possible? I ended up exceeding my plan by 4.5GB.

StarHub sent 96 messages in just 2 minutes alerting me of my rapidly escalating data usage.

The sheer volume of messages in such a short time made them useless—it was impossible for me to act in real-time. By the time I checked my phone, the charges had already escalated to $450. I was at a loss for how this could happen.

All I did during that time was connect my laptop to my phone’s hotspot to write and send an email.

Later, StarHub claimed Google Photos was the culprit, possibly uploading photos and videos. However, my Google Photos is set to upload only on Wi-Fi, and it has always worked as intended in the past.

Whether the issue lies with my phone, Google Photos, or StarHub (or its UAE partner network), the fact remains: a massive amount of data was pulled without my knowledge or consent.

This was a huge shock to me. I’ve been using StarHub’s DataTravel plan for years without any issues, and I had (mistakenly) assumed there were basic protections in place to prevent runaway data roaming bills.

In fact, when I looked into it after the incident, I found that since 2012, IMDA regulations require telcos to provide bill cap services to suspend data roaming once charges hit S$100 to prevent runaway costs. Despite my charges far exceeding S$100, StarHub did not suspend my data services.

When I called StarHub (four times, each time waiting ~20 minutes), the agents confirmed that StarHub does not offer any cut-off / bill cap services. The only way to avoid runaway charges, I was told, is to unsubscribe from all roaming services entirely – not exactly a solution… that’s like being told the only way to avoid speeding is not to drive the car at all.

This raises two critical questions: Is StarHub compliant with IMDA regulations? And are their safeguards sufficient to protect customers from runaway data roaming charges?

The agents also mentioned that StarHub doesn’t offer safeguards like auto-subscribe to the next data package, which would have been far cheaper than pay-per-use charges. Other telcos like Singtel have this feature (I know because my mum subsequently boasted about it during our vacation!). StarHub, however, relies on endless alerts—alerts that are useless if you’re unable to act on them in time.

Two of the agents I spoke to were empathetic and acknowledged how shocking and unreasonable the situation was.

One agent, however, brushed off my concerns, saying the charges weren’t expensive because they were “valid usage.” 🤯 When I pointed out that $450 in 2 minutes is equivalent to over $13,000/hour, he eventually conceded it seemed excessive but not before trying to justify it.

When the bill was issued, I requested a waiver. StarHub initially offered $100 off, which I declined. They then proposed a 50% discount ($225 off), but I countered, offering to pay just $50 of the $450, asking them to take my over-a-decade of customer loyalty into consideration. StarHub rejected my counteroffer and stuck with the $225 waiver. Reluctantly, I had no choice but to accept.

This whole experience has left me feeling disappointed and questioning StarHub’s approach. A temporary cut-off or auto-subscription could have easily prevented this costly and unnecessary nightmare.

As one of Singapore’s major and trusted telcos, it’s shocking to see how far behind StarHub is when it comes to basic consumer protection features.

I hope sharing this helps others avoid similar situations and prompts StarHub to review their policies and provide better safeguards for their customers.

My internet has been down since Sunday. After calling many times, it is still not resolved. After patiently waiting for their technician to come down after 3 days, it is so disappointed to hear it is HQ problem and not the modem issues. They still can't resolve and has to wait till the next day at 3pm for another call. What is this???? What we need is the connection back and not a call to tell you the problem. What type of service and how can Singapore go digital, work from home with such telecom service and infrastructure.

Needed to verify a tourist esim but was given unhelpful answers and issue wasn't resolved. Now I can't use the esim and I'm super pissed off that I spent one hour on a chat, where the customer service chat made me wait 10-20 mins between replies.

I encountered problems while accessing Netflix using the Starhub Broadband service. DK was the customer service officer that I spoke to. He was patient in trying to understand the problem that I was facing and guided me through all the various steps to resolve the technical issue. He ensured that my technical issue was resolved before he ended the conversation. I am appreciative of his help and am impressed with his resourcefulness. Thank you DK for helping me this evening!

Most horrid services ever, slow data and absolutely dogshit customer service. Really hope they go bankrupt or smth. NEVER USING THEM AGAIN.

I visited Singapore for a holiday and needed a tourist eSIM for my teenager. After comparing options, StarHub’s package seemed ideal: their website clearly stated the eSIM was available for customers aged 15+.

When I arrived, I purchased the eSIM through their app, which requires no verification whatsoever—just create an account, tap “shop,” tap “tourist eSIM,” then pay. But when we tried to activate it, identity verification failed. After contacting their support team it was unresolved so I asked for a refund via the app.

StarHub flatly refused. They claimed the eSIM was only for customers aged 18+, directly contradicting what their website stated at the time of purchase. When I pointed this out, they admitted their website was wrong but still refused a refund.

They finally said that they’d raise a review but responded days later saying: “The StarHub website clearly states that only 18 years old and above can sign up for the Tourist SIM/eSIM.”

This was an outright lie. I checked their website again and realised they had discretely updated it after my complaint to now say 18+.

This was deliberate, calculated dishonesty. StarHub knowingly misled me at the point of purchase, failed to deliver the service I paid for, and then tried to gaslight me by retroactively changing their terms to cover up their mistakes.

It’s a disgrace that a billion-dollar telco would stoop this low to dodge responsibility. Fortunately, I had taken screenshots of their original claim that the eSIM was for 15+.

After more digging, I finally found an escalation email buried within Starhub’s support portal by searching for the word “unresolved”. I sent my screenshots to this address and got a response from someone named June less than 24 hours later.

June acknowledged Starhub’s mistake and confirmed that a refund would be processed within 14 days thus closing the matter.

While I’m relieved that this has now been resolved, I’m equally frustrated by how much effort and stress it took to fix an issue that was clearly StarHub’s fault. It’s unacceptable that customers have to dig through hidden channels and endure this level of angst just to hold StarHub accountable for their own errors.

Broadband does not come with digital home line, unlike m1 or Singtel. Might as well go for viewquest, etc.

Absolutely useless customer service. I wish there was a Zero Star option!!! Six months has passed and the simple task of paying by giro has not been completed.
I have called StarHub several times in the last 3 weeks to try to finally resolve, after one hour plus on the phone they can’t fix it.
I called my bank and they confirmed the giro is active. I took a screen shot of my online giro status showing the giro active. I offered to send it to StarHub but they keep asking for a form to be filled out. NO!!!! There is already an active giro. Just get your finance and billing team to correct their error and take the monthly payment… that’s the solution that no one at StarHub can get to. Absolutely ridiculous and shocking customer service.