I am writing in to complain about the extremely lackluster performance of your 7.2Mbps plan that was promised.

Your promotional campaign advertised a rate of 7.2Mbps and the rates that i experience is a fraction of that. And i'm not talking as if i am residing in a distant part of Singapore. I am in the heartlands of Tampines where such service should be exceptional. I have made numerous calls and trips to your service center only to have your "technicians" give me the same advice over and over again.
I experienced the same issue when i had the plan for 2Mbps and i even went to the extent of multiple SIM card changes and even a device change.
I have had this service for a few months and prior to that i had the 2Mbps service for 2 years. The lack of delivery on your advertisements and poor customer service is atrocious. And i am a very loyal and firm supporter of your company.

STARHUB SEND ME A LETTER INFORMING THAT I HAVE NOT MADE PAYMENT FOR 2 MONTHS! BUT I HAVE ALWAYS BEEN MAKING PAYMENT ON THE 12TH OF THE MTH ON THE DAY THAT I GET MY PAY WITHOUT FAIL. BECOS THEY CHANGE THEIR ACCOUNT NUMBERS AND POSSIBLY THATS WHEN I MAKE PAYMENT IT WAS NOT CAPTURED. BUT AXS MACHINES NEVER REJECT MY PAYMENT! THEY CLAIM THEY ONLY SEND REMINDERS IF NEVER PAY FOR 2 MONTHS! BUT THE FUNNY THING I HAVE ALWAYS BEEN MAKING PAYMENT AND SUDDENLY IN NOV I RECEIVE LETTER SAYING LAPSE FOR 2 MONTHS! THEN IN SEP THEY NEVER SEND ME DETAILS OF ANY OUTSTANDING. THEY EXPECT ME TO CHECK WITH MY BANK BUT THEN TO ISSUE STATEMENTS I HAVE TO PAY TO MY BANK! PAY TO SHOW THAT I HAVE PAID! RIDICULOUS!
STARHUB REALLY SUCKS TO THE CORE, IT IS THEIR PROBLEM AND CAUSING ME TO DEAL WITH THEIR STUPID PROBLEMS. I HAVE DECIDED TO JUST PAY THEM AGAIN COS I AM THEY TYPE OF PERSON WHO CANNOT TAHAN OUTSTANDING PAYMENTS! I AM WAITING FOR MY CONTRACT TO END IN FEW MTHS TIME THEN I AM GOING OVER TO BETTER PROVIDERS. I HAVE ALREADY PORT MY MOBILE. LET THEM BANKRUPT IN HELL!

I would like to voice my unpleasant encounter with Starhub’s business etiquette on their billing system. In December 2009, I contacted Starthub and spoke to Tommy Tang, the Billing Manager with regards to an additional month billing imposed on my bill. I have been billed not only for the month of utilization but the following month .I raised my concern and Tommy Tang has suggested of solving this by deferring payment as there is another 15 days of grace after the bill’s indicated date. This would mean I will not have to pay as per bill indication date but before the 15 days of grace is over. He further assured me that he will indicate a note so as a written reminder will not be imposed should the payment is not paid by the billing date.
Things do not seem to occur as suggested. I have been receiving monthly reminders till today and with most often these reminder bills have been double charged despite making my payment before the end of the 15 days of grace period. This has been extremely contradicting, as Starhub, the initiator of a solution is not keeping up to their commitment. Should starthub does not wish to honour a suggestion of their own, they should not have made any unfulfilled suggestion in the first instance.
Last month, as the result of double billing, I received an arrogant letter from Starhub with headline enlarged, bold and capitalised urging me to resolve my credit card payment. This letter is outright spiteful and is stepping beyond boundaries, similarly liken to the threats in the reminders received of imposing additional charges for reconnection fee.
I have been contacting Starhub for the past two weekends but only finally able to speak to a billing representative who has not been helpful but putting me on hold without any concrete solution at the end of the call. I have demanded a solution with a higher authority but was informed there was no one to assist me. This is truly outrages and unprofessional for such a company that do not handle a customer’s concern seriously. I was left more confused and frustrated as I have endured the last few months of endless reminders and double billing that led to an incident with the credit card company. I have engaged starhub’s service for the last 2 years and since have been a loyal and dutiful paymaster. With these reminders received now, has reconfigured me as a poor paymaster.
There is not a point further to discuss with starthub as they are not keen to resolve a problem, act upon consumers calls professionally and swiftly nor has customer’s interest at heart and worst of all, do not deliver the action they have suggested.
With the above, I would like to share my tales of woe and seek you advise on a possible option or the necessary course of action as I am still in a contract with this company for another year and I would no longer wish to be further manipulated by their deceptive lies and extremely degrading services.
Victimised Consumer.

I called starhub on 24/12/09 for line termination as I've signed up for a new line. According to the customer service officer, the line would be terminate within 3 days. But, after 3 days, the line was still working without any termination.<br />
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3 months ago, my husband experienced similar problem when he called to request for line termination. He was told that the line would be terminate within 3 days, therefore he starts to use the new line one day after his call. Whilst, he was still billed for the following 2 month's subscription eventhought he had not use it at all! We called the service line again to clarify for the bill problem and was told that it was handled by the accounts dept. Despite our call and verification with their accounts dept, they insist to have the payment made no matter how!<br />
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As worried the same thing would happen again, I called again to their serive line on 29/12/09 to clarify if they already take down my request and share with the officer my previous experience. However, the officer answered very unfriendly and insist it would not happen, then she told me sometime it might takes 5 days to terminate the line (*Which is totally different story from the first officer & my husband's case) and ensure it would be terminated latest by 30/12/09. As for the subscription charges, they would prorate it up till the date of my first request of termination which is on the 24th December.<br />
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Today is already 31/12/09, the line is still not terminate. I wonder is it a technic for Starhub to have their EXTRA income towards those customers who wish to terminate their line with Starhub? I'd say, this is really an EXTREMELY POOR & BAD SERVICE!!!