StarHub Reviews 393

The recent transaction from old StarHub plan to recent is a pain in the butt !!! When I first signed up for the pay later installment plan for the iPhone 17 pro max , the first question I asked the customer service personnel was , how the installment money going to be deducted … she answer “ oh , you just pay the monthly bill because the installment will be inclusive within “….. which in actual fact … not only it isn’t included and I need to make special arrangement to top up a “wallet” inside the app . On top of that , pay the monthly bill separately . Unlike in the past , we no longer able to make manual payment but die die have to top up the hidden wallet . For someone who doesn’t like to have any money store in my debit card account due to past installment scam , this is a great in inconvenience to me . To make things worse , they cancelled my installment plan just because I am not aware of the topping of wallet on the first month ? Now I need to pay $1600 for the phone upfront ? Currently I have 2 pay later plan and whenever they send notification of payment thru email or sms , they didn’t state the full details of the line that is due …. As mentioned above , due to the fact that I’m unaware of the topping up of wallet within the StarHub app policy …. My payment lapsed . Unlike ppl of younger generation , I’m 60 this year and ppl like myself finds it harder and more confuse to understand the current policy . I did call in to query regarding the “wallet” thing on 1633 but a male customer officer explain to me in a rude and impatient manner sounding as if this is something I should know ??!!!!
In the past , when payment is lapsed , a late fee is charged and bill is brought fo to the next month and customers can make manual payment in full unlike current . I feel absolutely disgust with the current StarHub instense measure to penalise customers and forcefully terminate our plans when there is a lapse on the first month !!!!

I have never never experience such poor customer service in my life.
I tried and never able to get any human support.

Message after half an hour waiting and listening to the music
YOUR Call important to us.
All your customer consultant are STILL BUSY, We continue to hold, we will attend to you shortly.

I have to hear the many times every time I seek Starhub assistance via 1633.
I will share my unpleasant experience around.

Since I am not able to get any support from Starbhub despite my many attempts,
This is my last attempt. If still there is no support coming from Starhub,

I will change to another service provider.

Customer Service here is like non existing, To request to modify my preorder due to wrong capacity will tell you once ordered cannot do any changes. The best part since cannot modify also cannot cancel. Called many times for help to no avail. Frustration to boiling point. Find a service provider that can help .

I have been using SingTel and StarHub mobile plan since 2009 . I went to StarHub Parago branch on 04/03/2026 to apply new mobile plan . I took Q number and waited for 1 hour 30mins plus but when I get served by a staff,got ask me for ID , I take out my ID give it to the staff . Suddenly I had disappointed upon staff telling me that I’m sorry , No longer S’pass holder allowed to apply mobile plan . Should put notice paper or the person who are doing front entrance counter should tell to customers before giving Q number or Should posted on News that No Longer foreigners applicable to apply mobile plan,right ???

Stanley was excellent very helpful and fixed all I needed. Very satisfying experience.

Worst customer service ever, run by bots or bot-like humans who don't bother to resolve customer issues.
Rather, they just follow generic chatgpt scripts that get tiresome real quick. A representative misguided me on a query I had and they later admitted their fault even, and it resulted in a transaction occurring at my end which I wanted to get reversed since I didn't receive the service at all. However, they refused to do it, and when I pressed for it, they simply said it's 'under process' and never bothered to get back to me. For a meagre amount, they lost a customer and showed how unequipped they are to deal with minor issues.

I even reached out to a senior customer service leader working at Starhub via LinkedIn to get my issue resolved and get my refund processed, as well as voice out my frustration as the CS team was mostly unhelpful, but even he didn't bother to respond or help.

Finally had to get the transaction reversed through my bank. Thankfully I'm not a local and will not be dealing with this company & its services again.

I don't have a option for a zero ratings, that is why I gave 1 star. Totally waste . Very poor quality network and 5G service. Customer service is very worst.

Worst service ever. Customer care drag till your line is dead and no solution

I’m very satisfied with the service of Jona from StarHub Paragon! Her service was excellent and efficient! Thanks 🙏🙏🙏

Staffs were preaching multiple perks from Mobile Bundle Plan i.e. the Phone Trade in program with attractive cashback - but failed to mention they only accept LOCAL SET.

Despite the first step of qualification was to identify the phone trade in eligibility (old Phone IMEI was even submitted online to StarHub portal and received an email to proceed), they misled consumers and the logistic team did not arrive on scheduled pick up date.

Only to reject the phone trade in during a second IN-PERSON visit to their Center.

Not to mention the live chat and support agent is SLOW in responding any inquiries!

Trick me into signup for star plan that is under different company. Starhub shop and call do not have my info anymore. And the star plan coverage and internet speed is really lousy.

What a bullshit lot of customer service cant even settle my issue pfoperly regarding the 5g lite plan said that cannot pay tor extra roaming service than whats the poibt of being on the service gonna have more people porting over to the competitors and lousy customer service

Worst Telco in Singapore, may be in this Earth.

Changed to 5G plan with free caller ID and scamsafe download. But I was being charged extra for the caller ID and the scamsafe was unable to download. Wrote and call to the Starhub support and they said they will rectify the problems for me. They apologised that it’s their fault. It’s have been more than a week and they still have not solved the issues. Every two days they called me to tell me that the case have been looked into and are still pending. Starhub services have been very bad recently. Thinking of porting to other telcos if the bad service still exists

We had a sme account with them and due to repeated poor service and over-charging, we didnt renew the contract when it completed. Immediately our portal access was shut and we couldnt even download the last invoice. They keep sending us recovery letters even though we have emailed them several times on all possible email addresses asking for the invoice copy. How could we make payment without any invoice whatsoever? We even shared the screenshot of the portal that we are no longer able to access. If ever there was a competition for incompetency in Singapore, I think Star hub will win it without any difficulty.

They moved my existing Starhub prepaid mobile sim to their new 5G service. Nothing worked except billing. They could take my money fine but I couldn’t make calls or use data. After two weeks of talking to their completely useless customer support and going into a store I eventually gave up and found a new provider. Just shockingly bad

I was honestly shocked to see how many negative reviews StarHub has — and now I truly regret signing a 2-year contract with them. This has been one of the worst telco experiences I’ve had. StarHub shows little regard for customer experience, and their system support is weak and unreliable.

Their Pay-As-You-Roam service is something I would strongly advise against activating. Although it is marketed as providing 1GB of free international roaming data, it almost guarantees surprise charges once exceeded. I experienced this during my trip to Switzerland, and again recently during my trip to Malaysia.

The most frustrating part is that I barely used my phone during these trips, yet still ended up with unexpectedly high roaming charges. This “free” service feels more like a trap designed to catch customers off guard. I have since permanently disabled it to avoid further surprise billing.

Without any hesitation, I will be switching to another telco the moment my contract ends

I had a very frustrating experience with StarHub and deeply regret recontracting.

Ever since StarHub “upgraded” our router and fiber connection, we have been experiencing frequent internet interruptions. This issue only started after the upgrade, which makes the situation even more disappointing.

Our household consists of only three adults, with no children, and our internet usage is very moderate. There is absolutely no reason for such constant connection disruptions. It is unreasonable to suggest that this could be caused by user activity when nothing out of the ordinary is being done.

An upgrade is supposed to improve service quality, not make it worse. Instead, we are now dealing with unstable connectivity that affects our daily work and personal use.

I expect StarHub to take this issue seriously and provide a proper solution—whether that means fixing the line, replacing the router, or correcting any configuration issues. Stability should be a basic standard, especially after recontracting.

Very disappointed with this experience.

So. We decided to switch to StarHub at the start of football season because the package looked pretty attractive, with Netflix and whatnots.
Barely 6 months in, and the connection is RUBBISH. You’d only get to watch 5mins of a 1hr program because error messages keep popping up. Set top box keeps switching off on its own. And there’s some sorcery behind their remote control being able to switch on my TV.
People pay good money to be subscribed to them but this is starting to look like a scheme of sorts.
Once this contract ends, NO MORE StarHub.

The Worst Customer Service Experience with StarHub
Customer service plays a crucial role in shaping a company’s reputation, especially in the telecommunications industry where customers depend heavily on reliable service and prompt support. Unfortunately, my experience with StarHub stands out as one of the worst customer service encounters I have ever faced, leaving me frustrated, disappointed, and feeling completely undervalued as a customer.
The problem began with a simple service issue that should have been resolved quickly. Instead of receiving clear guidance or efficient assistance, I was passed from one customer service representative to another. Each time I explained my situation, it felt as though I was starting from zero. There was no proper handover, no ownership of the issue, and no sense of urgency. Repeating the same details over and over again was not only time-consuming but mentally exhausting.
What made the situation worse was the lack of accurate information. Different representatives provided conflicting answers, creating confusion rather than clarity. One agent would promise a solution or callback, only for nothing to happen. When I followed up, another agent would claim no such record existed. This inconsistency made it difficult to trust anything that was being said, and it gave the impression that customer concerns were not being taken seriously.
Another major issue was the long waiting time. Whether it was waiting on hold, waiting for a response via live chat, or waiting days for a promised callback that never came, the delays were unacceptable. As a paying customer, I expected a reasonable level of responsiveness. Instead, I felt ignored and pushed aside, as though my time had no value.
Equally disappointing was the attitude of some customer service staff. While not all were rude, many sounded disengaged and indifferent. There was little empathy shown, even when I expressed clear frustration. Rather than listening and trying to resolve the issue, some representatives seemed more focused on ending the conversation quickly. This lack of professionalism only added to the negative experience.
What is most frustrating is that StarHub is a well-established company with the resources to provide good customer service. Yet, the experience felt disorganized, inefficient, and customer-unfriendly. When customers reach out for help, it is often because they already have a problem. Poor service only worsens the situation and damages trust.
In conclusion, my experience with StarHub’s customer service was deeply disappointing. The lack of accountability, inconsistent information, long waiting times, and poor communication reflect a system that urgently needs improvement. Customer loyalty is built on trust and respect, and unfortunately, this experience has significantly eroded both. I hope StarHub takes customer feedback seriously and makes meaningful changes, because no customer should have to go through such a frustrating and exhausting experience just to get basic support.