StarHub Reviews 

StarHub is trash. Poor customer support.

Day 1 of service: trooper brings a faulty box
Day 2: new box installed. Can’t create a StarHub id with my email. Contacted support and their technical team and they gave superficial answers that weren’t helpful. Referred to another technical team for a call back.
Day 4: did not call me back during the allotted hour. I had to WhatsApp them. Support said they are still looking into the issue and will call me back the next hour. Still waiting…

STARHUB just placed a bogus charge of 3 international roaming charges on my bill amounting to $60. As I am in the USA, I contacted them via the chatline. Not only are the "live agents" ineffective, they are down-right disrespectful of customer's time. The total chat took more than 1 hour with the chats continually being dropped. They waste your time by pointing to the obvious, You would think that a large corporation like STARHUB would not try to cheat their customers on a bogus charge and would waiver the charge which is clearly a mistaken charge.
With the many providers available at much cheaper rates, I strongly recommend to look elsewhere , especially as customer service is non-existent in Starhub.

The online division renewal of the tv/internet combo is a scam. They claimed that I did not choose the wifi router that was on offer (when I could not choose it, unless I chose 2).
After repeated email exchanges and calls, they claimed that their promotion required me to select the router, and thus voided my claim for the free router.
Deceptive advertising and predatory practices by faceless employees.
Also, the Starhub customer service store at Paragon claimed to have submitted my complaint, but on later checks, the complaint was not submitted.

I had a very disappointing experience with StarHub. I signed up for a mobile + data plan 2 years ago, which ended in July 2025. However, even after the contract ended, I was still charged the same high plan fees for the next 2 months.
When I contacted customer support to clarify, the service was terrible—the staff couldn’t even explain what was going on. I then went to the store directly, only to be told that once the contract ends, it’s the customer’s responsibility to go down and change the plan. Otherwise, they continue charging the same old rate, which is almost 3 times higher than a normal SIM-only plan.
This is extremely unfair. At the very least, StarHub should notify customers when their contract ends and remind them to change the plan. I receive plenty of promotional SMS messages about offers and deals, yet not a single message about my contract expiring.
Very poor transparency and customer service, very disappointing.

Recontract my Starhub broadband and new modem was installed. However during installation , technician was not able to configure existing wi-fi router to work with the new modem. He checked the signal strength at bedrooms and concluded coverage is good without the Nokia Wi Fi mesh . When requested to configure , he mentioned it’s the responsibility of owner and instructed how to download the Nokia app. Thereafter he left the premise and mentioned there will be no signature required by customer for the work order though wanted to indicate incomplete work.
Called Starhub later on customer hotline and finally they agreed to send someone next day to configure the wi-fi mesh but chargeable for labour and transport . Only after negotiation for almost 10mins plus holding on line while rep to speak to his supervisor , the extra charge was waived . To add to the frustration , Starhub follow up by sending 1st installation completed work order through email , with forged signature by the technician.
Only relieve was the following day technician finally configure the mesh routers after almost one and half hour work .

Starhub is the worst telco. The staff like to hide things and lead customers with confusion. This is how they make money especially when early termination due to the misleading information and hiding the truth

Very bad customer service. Installed 3Gbps broadband last week, but they never performed speed check during installation. The speed was to be ~300Mbps on both upload & download links. Reported the issue back to them, but they kept asking me to send me the snapshots although I did so for 2 times already. Was promised to escalate the issue within 3-6 hours and call me back the next day. But they never did. I called them back, but they said they can only give me a call back again after 3 days due to all slots are full booked, even though I found that it's mainly due to router (as I could get ~900Mbps by connecting directly to it - although could not get close to 3Gbps). Until now, the issue has still not yet resolved.

I recently recontracted to star plan to my existing number with 5G SIM card. The star plan was activated almost immediately but there was an error message for the SIM card delivery schedule. I called the hotline for help and they say I’ve to reschedule a delivery date but there wasn’t any page for me to do a rescheduling. I called again and they scheduled for “someone” to call me to resolve the issue. StarHub called two days later and tell me they will get the backend staff to call me another 3 days later without resolution. I am so disappointed with the service they provided even with something so simple by scheduling for a delivery. I’m a StarHub user for 20 yrs. And with such experience, after my current contract, I’m going to switch to other provider.

I was a loyal customer of Starhub for more than 10 years. I tried to cancel my postpaid mobile service because I’m temporarily leaving Singapore. Meanwhile, the customer service agent promised that he will process the refund after my last billing cycle settle.

However, I aware that there’s no refund return to my bank account after 11 business days. I immediate call to check. The CS agent informed me, she email a refund form to me. After I fill-up, revert to them.

I followed up with them after 2 days. Unexpectedly, another CS agent told me they can’t see the email if the customer reply by email. I was wondering why the previous agent does not let me know???

Shameless!!! They made me feel like the CS agents follow a script and does not escalate my problem.

After above incident. The CS agent use the same method to reply me via phone call. Below is their dirty practices.
•Not our department in charge, please send the refund form to relevant department.
•After I submitted it on their official website. The CS push responsible- didn’t receive the form
•I tried second times. Finally, the CS agent received it. And promise will refund to me within 11 business days.
•After few days, I called to check. The CS agent give other excuses. The CS suggest me change the refund method, from Credit Card to GIRO. Asked me to revise. I beg them refund to me asap. Since, it has been 1 month. But the agent refuse to help, and highlight that need to follow the S.O.P which is 11 business day.
•I’ve no choice because must follow their instruction! After few days, I call to check, the CS agent confirm has received the form in GIRO bank information.
•Last, I called to check again. The CS(Rekha) answer difference again!!! She said my form still under Credit Card information. So, she take down all my GIRO bank information. She said will submit it to the finance team. (11 business days for the refund)

Based on my experience, honestly, I suggest you guys use another telco service provider. Starhub’s customer service don’t even care what customer concern about(with useless resolution) Their service is completely awful. Stay away from Starhub!

just get singtel. starhub's download speed feels like 2000s wifi in 2025. starhub also always gives consistent packet loss in video games.

Stay away from these scam artists! Their mobile phone customer agents and back end staff have zero oversight or control. Wasted two weeks of our time on a corporate connection just for the contract terms to be breached even after signing up. We are a new business in Singapore and the government need to take these cases seriously as they tarnish the business-friendly image of this country.

The bad service at starhub as the customer service and account department too. Both dept has given different information. They do not know their products knowledge. Poor service! Changing othe provider

After upgrading my broadband from 1Gb to 3Gb, my Wi-Fi download speed unexpectedly decreased from 220Mbps to just 9Mbps, which is frustrating. While customer service is available 24/7, reaching technical support is difficult. I missed one callback and had to wait two more days in the queue for help. Also, the onhold music is excessively loud, which is annoying, and the volume fluctuates when the agent returns to the call.

Starhub is a company with practices that are stuck 20 years ago. Still up with all those dirty tricks and anti-consumer practices. PSA for all who are considering starhub broadband, after your contract expires, starhub will continue charging you every month. There is no way to cancel your subscription online or the app, and your have to schedule an appointment for pick up of the modem, likely at least 2 weeks from when you dial in to customer services and go through a lengthy process of requesting for termination. Or you bring rhe equipment down physically to one of their 4 shops. If you've thrown away or lost the modem after switching, lucky you, they will charge you for it. From what I understand there is also a termination charge to top it all off. Welcome to the 70s with Starhub.

This morning’s call with StarHub deserves a trophy. Not for service, but for the Olympics of incompetence.

I spent a full 20 minutes on the phone with someone named Xavier—Snr Billing Exec with no last name (yes, really)—who managed to turn a 2-minute task into a full-blown exercise in pain. He refused to escalate, showed zero empathy, and claimed (with a straight voice) that no managers work before 11am. Who runs your shifts—vampires?

All I asked for was a SIM card replacement delivery because my mom just had hip surgery and can’t leave the house. Xavier’s solution? "Just get someone to go down to the store.” Oh, thank you, genius! So helpful! He insisted delivery is only for new customers or devices, and everything else is “not StarHub's policy.”

Despite repeating myself like a broken Spotify track, he refused to escalate to next line of reporting. My blood pressure started doing HIIT. Eventually, he caved.

Surprise: Edwin, a very real manager, called me in under 10 minutes. At 9:45am. I thought no one worked before 11? Maybe Edwin’s from a parallel StarHub dimension. Anyway, he solved it instantly. Told me SIM replacement delivery is free via the app. TWO. MINUTES. DONE. Awesome job to this real EDWIN!!!!!

So tell me, Xavier—why the dramatic performance? Is there an award for “Most Barriers Created in a Single Call”? Or does blocking deliveries help you hit your KPIs?

Honestly, if customer service isn’t your thing, maybe don’t be in… customer service. And StarHub—if you care about your reputation even slightly, please train your people better. This could’ve been so simple.

Huge shoutout to Edwin for being a legend and saving the day after Xavier set it on EPIC fire.

What a shitshow.

Horrible customer service

I was a loyal customer of Starhub for more than 10 years. I had 4 mobile lines and tried to recontract on the Starhub APP as usual. I didn't know much about Star Plan at time of recontract and the nightmare started. I experienced incomplete service, they activated the Star Plan but without sending me the 5G Sim card. Worse customer service ever experienced. They called me every 2 days from different people without knowing the issues clearly and said that they were checking and will call back again in 2 days. The Case was dragging on for more than 1 months and they dare to charge me again for the incomplete service. I requested them to send me email on Black and White during the 3rd call but they refused. They just talk and talk until the cow come home and there were so many nonsense calls from Starhub and it was actually harrisment to the customer. After I did some research and I realized that the Star Plans are actually TRAPS. After subscribed to a Star Plan, you cannot upgrade or downgrade to other plans except Star Plans. If you put money in the Star Wallet, it can only be used to pay for Star Plan bills. They will not refund even the line was terminated. I paid hard cash but they just forfeited my money. It's a big Scam. You cannot transfer ownership for Star Plan. This is actually an Everything cannot Plan but you still can port out your line to other telcos. I was scammed S$100 and I decided to port out all my 4 lines to another Telco charging 50% cheaper. I am very happy with the new Telco because I received good signal at the basement carpark where it used to be blind spots with Starhub. The support was also much better by email and I received feedback on Black and White in just 1 day. The best thing is 50% cut on my mobile bill with another Telco. I will probably earn back the S$100 scammed by Starhub in just 2 months. They can do whatever they want if there is only 1 Telco in Singapore and seems that they don't know the maths on how much they would loss in the long run by loosing more loyal customers.

Worst service ever. I want to early termination my business wifi from April, their staff bring me around until end of july and i have not dont anything. In the end the amount i have to pay even more than my monthly bill till contract end

bought a tourist eSIM, ID verification process from their side was full of errors, ID verification was not possible, they are sending links that do not have any target (404) and their customer service is not reachable. They deserve bankcrupcy.