StarHub Tampines Mall

A very lousy service by starhub. They don't even want to find out what to see if there is any issue with router( could be just a adaptor that is faulty n need excahnge). Instead they want me to call their 1633 which is always on hold as long as it gets before being answered... these were not explain to you when u just signed up😡 …

I visited your outlet on 13th January 2025 at 12:30 PM, where there were two staff members at the front desk—one Malay gentleman and a Chinese lady. I am writing to express my dissatisfaction with the behavior of the Chinese lady attending to customers. While I understand that situations may arise where another customer is prioritised, I found her conduct unprofessional. She walked past me without offering any explanation, guidance, or assistance, leaving me standing there unsure of what to do next. Basic courtesy and clear communication are critical in customer service, and unfortunately, her actions fell short of these expectations. This kind of behavior tarnishes StarHub’s reputation and reflects poorly on your commitment to providing excellent service. I strongly urge you to address this matter and ensure that your frontline staff are trained to handle customers with professionalism, courtesy, and respect.

Good - queue registration staff and staff nearby generally helpful. Not good - today staff served #1160 only spoke 2 words to me "call 1633" I explained that I already called 7 times (no answer) & 3 emails (no reply) for bill dispute but he repeated "call 1633". I waited 1h for him to tell me 2 words. Will be switching teleco to other companies for sure.

Went down to recontract my plan and was asked if I wanted to upgrade to wifi 7. It seemed like a good deal except that I was not told older devices might not support wifi 7. Now I turned off the wifi 7 which means I paid extra for nothing. Beware!

Friday evenings the queues are longer. Better to go in the morning or afternoon. Good support staff with decent knowledge. There are at least 30 counters but only half of them operate. They can improve on this.

Terrible customer service. I would give -5 stars but unfortunately I have to click at least 1 star. So in Nov 2024, I called Starhub to cancel my StarHub TV subscription and I also recontracted my Broadband with them. The person who assisted me on the phone was Kirthyraj. At the end of the phone call, Kirthyraj confirmed that he had cancelled my TV subscription and that my last day of billing for the TV subscription would be Dec 7, which was the day the technician would come to my house to install my new broadband. However, when the Starhub technician came on Dec 7, he did not collect the Starhub TV box and when I asked him what I should do with it since I already cancelled it, his answer was to CALL 👏 STARHUB 👏 AND 👏 ASK 👏 So I called the hotline just for someone to tell me that I’ll have to head down to the Starhub store personally to return the TV Box. On Dec 20 I finally had some free time to stop by this particular Starhub Tampines store to return the TV box and LO AND BEHOLD - the customer service officer I encountered at this store: Chua Zhi Ming, told me my TV subscription was never cancelled and that I would still have to pay for the TV services from Dec 7 to Dec 20. (Just a disclaimer: Even tho the TV box was at my home this entire period, it was not even plugged into my TV as I was under the impression that my TV subscription was already cancelled.) So when I asked Zhi Ming from this Starhub Tampines store: “why do I still have to pay for it even though your staff told me on the phone that my TV subscription was already cancelled and that my last date of billing would be Dec 7?” Guess what this genius replied? CALL 👏 STARHUB 👏 AND 👏ASK 👏 I was already at the literal store but apparently, the only way to solve my problem was to CALL 👏 STARHUB 👏 AND 👏 ASK 👏 The audacity really. I asked him nicely, “aren’t YOU customer service?” The man took audacity to the next level by telling me that he is not customer service LOL. Bro, when I took a queue number at this very Starhub store to speak to you, the Starhub queue machine and the Starhub employee manning the machine LITERALLY made me click “CUSTOMER SERVICE” to get a queue number in order to talk to you. Then I asked Zhi Ming if I could speak to someone who can help me then, like a manager or something? Ok look, I hate being a Karen. I even told him that I did not want to make his job difficult I just want someone to solve my problem but this guy just straight up replied no. He refused to refer me to anyone else. He insisted that the only way to solve my problem was to CALL 👏 STARHUB 👏 AND 👏 ASK 👏 I have never met a more helpful man in my life. It seems like the Starhub Employee Handbook only has 1 page with 1 phrase in it. Also, none of them have probably ever called Starhub before in their lifetime because lemme tell you it’s at least a 30-minute wait before you actually interact with a human on the line. TLDR: Starhub is very enthusiastic to get your business but when u need technical or billing assistance, GOOD LUCK cus you’re on your own. 3 to 5 working days. Never proactive on following up. You have to hound them instead. UPDATE: it is now Jan 16 and I’ve still yet to receive a confirmation on my refund. All of a sudden I was told I had a phone line under my account that hinders the process. HOW CONVENIENT. Not once did ANY Starhub employee I interacted with mentioned that I had a supposedly “free” phone line. Now it’s the ultimate excuse for them not to refund me. At the time, my entire family already had mobile plans with other providers so (if I recall correctly) none of us actually used it. I don’t even KNOW where the SIM card is rn. The simple fact and truth is that Kirthyraj told me my last day of billing for TV services is Dec 7. I also don’t understand how TV service is related to that “free” phone plan. If it was “free” at first why is it a problem now? Very unethical business tactics. The whole process is so long and tiring. Anyone who wants a shortened lifespan can just join Starhub.

I renewed my broadband contract which is due on 1 Feb 2025. However, the technician is only available to install the new router on 25 Feb 2025. As the reduced price only takes effect after the installation, I am required to pay a higher price on a prorated basis. This is not fair to us as the delay is not caused by us. Starhub should allow the customers to continue to pay the old charges since there is no change in the package till the new router is installed.

When there earlier today staff was rude. Luckily there's another telco company around the corner and service was way better. So got our line with them instead. For starhub please work on your customer service. Thank u!

2Jan '25 I've not been able to access TV and internet thru starhub for nearly a month now. Called them twice and went down personally to Tampines Hub the last time on 29dec '24. Was told fault was NLT-related, and appointment would be on 2 Jan '25. However, on 2 Jan, was told that date had not been booked yet! This just can't do, right? Now appointment has been set for Mon, 5 Jan. Staff said appointment must be made one business day in advance. I don't understand...wouldn't one business day in advance be 3Jan Friday then? Anyway, this case has been a torture for me. I understand that an external agency, NLT, is involved. But shouldn't the appointment have been made on 29 Dec. I thought going down personally to StarHub would be better in resolving the issue. I was sadly proven wrong. My previous experience at Tampines Mall Starhub was good. Just that this time round, and together with the phone customer service, it has been disappointing.

StarHub should train their front desk staffs to be more knowledgeable on their backend process and how to solve customer issues or driver them to correct department via customer support hotline .. the difference is very big when u compare them to Singtel where they are more knowledgeable and helpful The common answer from StarHub is they not sure this not sure that … don’t even know where is their HQ office .. lousy service