StarHub Ltd is a Singaporean telecommunications company and one of the four major telcos in the country, the others being Singtel, M1 and TPG Telecom.
Back in October 2014, TODAY ONLINE WEBSITE reported that StarHub, Singapore’s second-largest telco StarHub faced a similar situation in 2010 when the owner of an online maternity retail shop accused it of placing ads on her website without prior consent. But technology lawyers here say it is not entirely illegal in Singapore for telcos to place ads without permission. The owner, who was a subscriber of the now-defunct StarHub service MaxOnline HubStation, had discovered ad banners advertising food and hygiene products on the top of her website. She charged that the banner gave the impression that her site endorsed such products, which was not the case. In response, StarHub said that the advertisement was inserted into a toolbar for the Web browser, and was not part of her website. A spokesman elaborated in response to queries, that this was an ad for free service: “The leaderboard toolbar is no longer available via StarHub HubStation. It was previously available only to customers on the free 1Mbps broadband service via HubStation, and was not an inherent part of any website.” Regardless of positioning, technology lawyer Rob Bratby said any placing of ads by StarHub was likely not wholly prohibited. In addition, it would have also been covered under the terms and conditions, he said. “It would depend on all the circumstances, but the Singapore Computer Misuse Act is not aimed at this type of activity, so my view is that this type of activity is not subject to a blanket ban in Singapore.” He added that if the service is available with ads, but at a cheaper price, then it might be an effective way of serving customers who would otherwise not be able to receive service at all. In Singapore, the nationwide Wireless@SG network is free, but ads are shown. Music service Spotify also has a free version, of which there are ads, and a premium version that users have to pay for.
R Ang says"I have had an absolutely horrendous experience with Starhub customer service, with its sales representatives showing that they only care about making their commission and not about making any effort to address any subsequent problems. A few weeks ago, I had decided to switch to Starhub Smart Wifi (from a traditional router system), and spoke with Jeffrey Tan from the sales/recontract team. He agreed to sell me 2 Nokia Beacon 1 units for $192 in total on condition that I recontract for 2 years. I duly agreed with this. However, after the technician came and helped to install and configure the device, my household experienced intermittent disconnections throughout the day for multiple days, with the Internet not working at all for a few minutes at different times of the day, which was very disruptive to activities like online calls. This problem was never existent with the previous router, and we tried to switch back to the router for a few days to test, and no problems were found. As such, the only conclusion is that the Nokia Beacon devices do not work to the required level of performance. I called the customer service hotline and arranged for a technician to come down on May 1 to check if our configuration of the Smart Wifi system had any issue. There was none. As such, I started calling the customer service and sales hotline to request for a refund, or at least discuss with Jeffrey on what could be done. Despite multiple assurances that Jeffrey or another representative would call me back within a certain time period, I received no call at all, and despite my repeated calls for updates, there has still been no update for 2 weeks (I had started calling on May 8). Subsequently, I sent an email to the customer service account, and after the verification process, the customer service agent once again told me that I would expect a call within 24 hours. This call, unsurprisingly, was not to be found. This blatant lack of professionalism and after-service care has been horrible and our household has just wasted $192 and a re-contract for unreliable devices. For contrast, when negotiating the deal to re-contract, Jeffrey Tan was very punctual in calling back and securing the deal. Alas, upon certain problems occurring that would possibly threaten his commission, he has suddenly disappeared and refused to call back. In summary, despite experiencing persistent problems of performance with the new Starhub Smart Wifi service, no sales representative has bothered to call back despite multiple assurances that this would be done. Specifically, Jeffrey Tan is the person in charge of the household account and has done absolutely nothing to remedy the problem. The abysmal customer service standards of Starhub have been obvious throughout this horrible experience and I highly recommend everyone to steer clear. Starhub will be very prompt when trying to get your money, but if you have any problems, good luck to you, they will not be helping."
Former Employee - Chief of Chiefs says"Vendor reliant Plenty of nonsense and politics No ideas, innovation nor directions"
Customer Service Executive (Former Employee) says"I facilitated with daily telecommunication transactions for mobile, cable television and internet services such as but not limited to: resumption/reconnection of suspended/terminated accounts; uplifting of blacklisted customers; provisioning of added services; issuance of SIM cards; redemption of certain products through the rewards point system, just to name a few. •Attended to customers with general billing concerns like processing waivers, refund requests, bill adjustments and drafting of payment instalments or scheduled payment arrangements. •Transposed email correspondences regarding service interruptions experienced by subscribers and monitoring that solutions were delivered promptly. •Effectuated retention schemes for improved customer service experience while promoting newly launched products and services."
Marcius Wong says"It is a known fact in Singapore that Starhub has mass regional outages once in a while. I am using Singtel for my personal phone, M1 for my iPad and Starhub for my home router. There really isn't much issues apart from the occasional outages however, these outages can be extremely infuriating at times as they come as regional to global outages that may last throughout the day. A recent one happened as soon as Singapore rolled out it's semi-quarantine stages and everyone moved into home-based learning and video conferencing. This was a major hassle for everyone as it lasted throughout the day and I had to resort to using my mobile data for online lessons. SingTel is pretty similar and both companies have mediocre customer service quality. M1 on the other hand seems to be more reliable and I never once throughout 3 years have issues with it. SingTel can be slow on occasion too but since I'm only using it for my mobile phone, it isn't really a big deal. StarHub does on the other hand, have pretty competitive pricing and affordable deals in my opinion."
Former Employee - Help Desk Analyst says"Squeeze staff til dry, little appreciation, micro-manage, threaten staff to higher management, raised voice to staff in open. Slow career progression. Office politics, boot licking, favoritism."
Customer Service Executive (Former Employee) says"Working environment bad, management bad. Not a good company to join. You will die inside without any help given. Better think twice before joining this company."
Taistu Forth says"Good carrier, good signal, I Have tried and I love this carrier. Thanks a lot"
Current Employee - Customer Service Representative says"Many suffocating rules under the top leadership These rules are really speechless and stressful. The staff QA must be coaching for one thing that is wrong, but the praise given by the guests depends on the number of NPS you have. And they also don't know how to train employees, they will just keep the focus on the employees' mistakes and keep asking you for doing OT. The funny thing is that the turnover rate of employees is ridiculously high, while the top leadership is still implementing various brainless rules. I think maybe need to let them experience some of these speechless rules then they only know-how is the PAIN is."
Consultant consumer sales (Former Employee) says"Poor management, lack of support from backend team. Nice colleagues to work with. Customers are ridiculous. Every moves are being watch and recordings of what you talk is being recorded no freedom at all. Claims that to protect the consultant and customers however more like protecting company benefits.Friendly colleagues"