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😡 …
Prince Persia
1
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.
Laura
3
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.
Teddy Lee
5
Went to this outlet to re-contract today and was served by one of the best customer representative I've ever met in Singapore throughout all industries- Miss Chen Wen. She's very patient, knowledgeable and friendly. All my queries were being answered and assured, really very blessed that I was being attended to by her.
Lionel Yap
2
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!
Sam B
3
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.
Hui Shi
1
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.
Fredrick 88
5
I and my wife would like to give a big shoutout and commendation to Ike, he has been very nice and professional in helping us with our phone and internet enquiries, always have a ready smile and his patience and customer service skills is one of the best we had experienced in any support here in Singapore
Lay Yian Gan
2
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.
Ling Leonard
5
Sales Advisor (Pearl Lim) has changed my impression of customer service at this StarHub outlet. She put a lot of effort in explaining the details of the contract with a bright warm smile. She is patience, knowledgeable and courteous. This is the first time I felt so comfortable as a customer even though I come here so many times. It’s been so long since I felt the need to pen down a review just for her excellent customer service itself.