M1 Limited Reviews 166

We got a queue number at 2.09pm, and it indicate that the wait time is roughly 8mins.
We whole family of six sitted and waited for our turn at the M1 . After about 20mins wait, their customer services came to is asking us whether someone has called us, we said no. We co tinue waiting for more than half an hour. Then a number after us was called. The number called was a queue number after our number. I went to the customer services staff (Hon You, I cannot recall the exact spelling) who called the number that our number is before that and we have not been called. His answer is "your number has been called earlier" and he just walked away. We told him that all of us whole family are seated there and no our number has not been called. He refuse to serve us. We told him we have been sitting here and no one called our number. He couldn't care and serve the number after us. So I approached the front staff who prescribed us the number (the same staff whom had earlier asked whether we have been served) and explained to him that we hear number after us been called but not our number. He is helpful and said he will check. After that he said our number will be next. We are here with no proper explanation. Shitty services staff (Soh Hon Yun) who doesnt admit mistakes made nor proper explanation. Hon You would have just said no issue you will be next or since he has called other number and will serve us after that. None of this, he just couldn't be bothered and walked away refuse to answer us. We were tucked there.
M1 Tampines, really need to train their customer services proper courtesy and response to customer.
It is the attitude of the staff that answered and refuse to admit mistakes.
Staff name is Soh Hon Yun
We were served after 40minutes wait and not the estimated time mentioned in the queue that said 8mins.
We have been with M1 for at least 15 years and I am glad our whole family decided to leave M1 finally.

I’ve been a loyal M1 customer for years since 2014, with both home fibre broadband and mobile plans.2014, I recontracted my broadband with M1 Subject: Complaint About M1 Salesperson – Mel @Compass One (Sengkang)30-06-2025 .

I am writing to file a complaint regarding the service I received at your Sengkang outlet on 30/06/2025. The salesperson, she name is Mel, Mel propose and insisted me to sign New contract Wifi broadband Contract instead of re-contract ,She was very rude, gave false information, pressured me unfairly, threaten me if i cannot Signing New Broadband Contract then the i cannot receive the free wifi router 7 TP-Link Archer BE805 .Only can selection free Asus RT-BE92U and even that Installation Schedule ,no schedule must wait so long , etc.].

I believe this was unprofessional and not in line with the customer service standards expected from M1. I would like this matter investigated and a formal response regarding how it will be addressed.

My advice is don't let her (Mel) at Sengkang Branch attend to you in future.
The Old Staff Melody was Great and Attentive ,Good Knowledge regarding her Job.
Thank You !

I’ve been a loyal M1 customer for years, with both home fibre broadband and mobile plans. In October 2022, I moved to a new HDB flat, updated my NRIC, and recontracted my broadband with M1 at the new address. But M1 continued charging me for the old fibre line — silently — for nearly 3 years.

Their monthly email notifications showed only a lump sum, with no service address, no plan name, no indication I was being charged for duplicate plans. It was only in 2025, after manually checking my AXS receipts, that I discovered I had paid over S$2,600 for a second service I didn’t use.

In contrast, SP Group emails clearly show the service address, usage data, and prompt users to review bills — a basic transparency standard M1 completely lacks.

I’ve since:

Filed a formal complaint with IMDA

Raised the issue at a Meet-the-People Session

Switched my mobile line away from M1

And filed a police report due to the scale and duration of the overcharging

M1’s internal systems failed, their emails withheld key billing information, and their staff never flagged the duplication. If you’re with M1 — check your bills closely. Their system won’t protect you.

I’ve been a loyal M1 customer who always paid bills on time, but the way I was treated recently is incredibly disappointing. After my contract ended in May, M1 continued billing me for June without informing me or cutting the line, then demanded I pay $259.22.

I paid it to avoid disruption, only to be told later it was a mistake and I would be refunded. But now I’m being told to wait 4–6 weeks for a refund.

Their customer service keeps giving me generic replies, redirecting me to chat or the app with no real update or accountability. If customers are late in payment, M1 charges late fees and cuts lines immediately. But when they owe customers money, they take their time.

Extremely poor service, slow resolution, and no sense of urgency.
I’ve already warned them, if this isn’t resolved by next week, I will lodge complaints with CASE and IMDA.

M1 customer service at outlet has been improving over the years. My recent experience at Causeway point outlet was great. The waiting time was short and I was serve by Kelvin Chen he is helpful and patience with me when I ask questions on phone model and mobile plan which I can’t decide on. He also highlighted to me the current promotion which I m not even aware of. Due to his extra mile service i decided to also recontract my existing broadband with M1 which initially I had wanted to switch to other telco . Keep it up M1

Their technician was supposed to come and install the internet service for us but didn't want to wait, even though it was well within the appointment window. His attitude was so flippant and he just asked me to call customer service. I had to speak to three customer service officers just to reschedule this appointment. Would not recommend this shitty, appalling service to anyone.

The disaster call center, which has been outsourced to a third party, is delivering nonsensical service. Responses are limited to repeated expressions of "I am sorry, I understand," with no concrete resolutions offered. Since we moved 1.5 weeks ago till now, they do not have internet service, wifi for us and only blaming their backend, Netlink Trust whom we do not deal with at all. We have to use our hotspot and data is exploding through the roof, only to be told, "I'm sorry and understand. Why dont you upgrade your bill plan to higher data?" RIDICULOUS! I have to pay more monthly for a problem not caused by me?

Henry was very helpful and polite, giving me the best contract package promotion.

Slow response from the account manager that takes care of our corporate account. Sometimes email took few days to reply. Fastest 1/2 day to respond.

Philip Lim, give me a very good customer service experience in the knowledge by sharing with me the different types of plan that I can use.

network MIA overseas, can't receive OTP and seeing no signals. Keep my number all these times and right after I arrive in Sg with balance all along, my balance disappeared, m1 claimed that I used it within minutes. Not recommended. Simba looking good

The staff Edward tan is very friendly, polite too..
He does know his job scope very well.
When I was approached and greeted by him,
I jus need to tell him my purpose and he draft out the mobile plans and let me make a comparison. It was easy and understandable.
👍👍

I had poor mobile network some months ago as there was a sudden drop in my network connection , so much so that at times I have no mobile network at all . It affected everyone in the house including visitors who was on another telco.
I called M1 customer service many times to get a solution. I was offered solutions , tried it but all didn't work . M1 then said their technical team was working on it.
2 weeks ago my network suddenly came back and now I have really good connection.
I want to say a thank you to the technical team / M1 customer service for being responsive and coming up with a solution
Thank you !!

I have been using 2 numbers under Besboke flexi plan at M1 and was paying around $210 a month . In these 2 yrs only once did I miss the payment and the line got suspended. The reason for that was I was overseas for almost a month and overlooked to do the payment. I wanted to do a recontact under the same flexi account but the staff said I'm not eligible for flexi plan and that I should recontact under the other plans. Totally disappointed with such service. At times their signals are so bad and yet do such things to customers. I was a genuine customer to them but ended up being treated like this. Very very bad service and systems.

I have had the worst experience with M1 when I recently spent 3 weeks in UK trying to tap on the M1 partner vendor Vodafone. The data coverage was so poor that I had spent large part of it without data and had to find for WiFi. When I finally had data at sporadic times, then I could do my work. The whole experience was sporadic and disruptive. Now when I return I recieved a large bill so I disputed the bill and said I needed a discount off the bill for the disruptive and sporadic access to data that I had. They refused to accede not even on a discount that could at least salve the matter. The customer service doesn’t listen. They don’t care about customers, and they are not empowered to make decisions to meet customers halfway on a win-win outcome.

Went with my friend to woodlands M1 and was being served by ms
Perilin Wang and sandy Tan.Both of them were very understanding and polite and helpful to an elderly person like me who is not versatile with the advanced digital skills
A big thank you.

I have been a customer of M1 for more than ten years, and my service attitude now is really speechless.
The customer service here is a Malaysian girl who can speak Chinese. The service attitude is amazing!
Yelling loudly and rudely at me, I was asking her for advice!
Finally, she had an argument and even told me that it was your own problem. Finally, I asked her that I came to your customer service to solve the problem!
Is your attitude to roar and tame customers！！！
The problem has not been solved, and my hands are shaking with anger from the customer service!
Where is your management? I was so angry that my hands shook yesterday! ! ! !

Terrible service, not asking for details when transferring from prepaid to postpaid. The customer service is not solving any issues as well. In the end, had to travel to the shop again. No more M1 in my life

My experience at the M1 IMM store was incredibly disappointing. Not only was the network service subpar, but the customer service was even worse. It truly felt like 'you get what you pay for.' I’d rather pay a little more for a different network and enjoy a better overall experience.

I had originally planned to renew my contract, but I was informed on the spot that I needed to bring my physical ID card, and that an electronic ID wouldn’t be accepted. When I asked why this wasn’t mentioned in the SMS reminder, so I could prepare the necessary documents, the response was, 'I didn’t know you switched from EP to PR,' and they said adding the information about needing an ID card would make the message too long. In the end, they implied it was my fault for not knowing.

It’s frustrating when responsibility isn’t taken and the customer is made to feel at fault. As a customer, this kind of approach leaves a sour feeling. These comments came directly from the store manager, and it’s concerning that someone in management would communicate this way. It suggests that the company’s overall service standards are quite average.

In an ideal situation, I would have hoped M1 would take responsibility and remind customers in advance to bring their ID. If a reminder wasn’t sent, they could have offered alternatives, such as skipping the queue on a return visit, giving a small gift as a gesture of appreciation for loyal customers, or extending the offer deadline so I could come back within a few days. Instead, the focus was on placing the blame on the customer for not bringing the ID, with no real solutions offered.

The entire experience felt cold and impersonal, almost like dealing with an unfeeling machine. If you’re considering going to M1, I would strongly suggest avoiding this particular store. The manager’s attitude left much to be desired and truly made the experience unpleasant.