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3 Messages

 • 

1 Point

Sat, Sep 19, 2020 11:48 AM

Issue with local channels on Starhub TV+

Hi,

 

I just install my new TV+ boxes and connected them to my starhub broadband via the nokia beacon.

 

I have no issues access the channels from the Asian+ TV pass which i subscribed for. However, I have troubles access any of the local channels (eg. Channel 5, 8)

 

Any solutions to this please?

Responses

Carla_P

Moderator

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3.5K Messages

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1.5K Points

5 months ago

Hi @Kaiends, welcome to GreenR Community! Have you tried to reboot both your ONT and set-top box to see if the issue persists? Moreover, free-to-air channels are only available via the StarHub TV+ Box if you are an existing StarHub Broadband subscriber (at the same service address) with a compatible router which is the Nokia Beacon 1.

 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

3 Messages

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1 Point

Hi Carla,

 

I rebooted the ONT and set-top box but still unable to access any free-to-air channels.

 

I'm accessing the free-to-air channels via the Starhub TV+ Box and it's connected to my wifi via the Nokia Beacon 1 using my Starhub Broadband.

Carla_P

Moderator

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3.5K Messages

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1.5K Points

In that case, please reach out to my colleagues via Facebook Messenger by clicking the link below so they can log a case regarding your concern and further assist you. Apologies for the inconvenience this has caused. 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

3 Messages

 • 

1 Point

5 months ago

I contacted your colleagues on Messenger and they told me to contact your technical helpdesk. I contacted your technical helpdesk 2 days in a row. On each day I contacted your technical helpdesk, they told me they will escalate the problem to your backend and update me within 24 hours. I have been hearing these same few lines spouted by different customer service agents and yet no one has the basic courtesy to follow up with me within the promised 24 hours.

 

It's immensely frustrating to be bounced around between different customer service channels, who all apparently can't seem to give me any real clarification on what is happening with my service. I don't need anymore placating and false promises of escalating my problems and getting back to me in 24 hours.

 

Just get someone to CALL and explain to me in the morning on 27 Sep whatever the problem is. If you don't intend to solve the problem, just tell me straight. It's way better than giving me all these false promises of getting back to me.

Carla_P

Moderator

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3.5K Messages

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1.5K Points

Hi @Kaiends, sorry for the inconvenience this has caused you. We never want this to happen to you. Just to check, did you receive the promised callback yesterday? 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

2 Messages

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2 Points

@Kaiends

 

Hi. Do you have any problems with channels either taking a long time to load or never load at all? Or on and off freezing or jerky images while watching? I had these problems during my first month of using Starhub TV+.  

Carla_P

Moderator

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3.5K Messages

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1.5K Points

Hi @giggsy73, are you still encountering these issues you've mentioned? 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

2 Messages

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2 Points

Yes. Have to reboot the set-top box every time it happen.

Carla_P

Moderator

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3.5K Messages

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1.5K Points

We're genuinely sorry for what you're experiencing. We never want this to happen. Since rebooting your set-top box doesn't help, please reach out to my colleagues via Facebook Messenger to find out out the cause of this and for further technical assistance. Apologies for the inconvenience caused. 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

Explorer

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1 Message

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1 Point

4 months ago

I am new subscriber.

I am facing same problem

What should I do?

Carla_P

Moderator

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3.5K Messages

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1.5K Points

Hi @OKS, warmest welcome to GreenR Community. Just to check, do you have a StarHub Fibre Broadband connection and using a Nokia Beacon 1 as your router? 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

4 Messages

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4 Points

2 months ago

Im a new subscriber to.. unable to access to local channels. Why?

Carla_P

Moderator

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3.5K Messages

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1.5K Points

Hi @Hady84 please be informed that you can only watch free-to-air channels if you have StarHub TV+ Box with a StarHub broadband connection along with a Nokia Beacon or Linksys router. 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

2 Messages

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2 Points

2 months ago

Has anyone managed to resolve this issue? I have been facing it for months now and nobody from Starhub can help me. A Starhub technician came over to my house to try and fix the issue - Apparently Starhub TV+ box was "faulty" and said he will come and bring a new one but we have not heard back since (for many weeks now). Kind of tired trying to call Starhub or send a FB Messenger because they try to provide solutions that have already been done but nothing works. What can we do? I regret taking this plan :(

Carla_P

Moderator

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3.5K Messages

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1.5K Points

Hi @Shadrina, sorry for the inconvenience caused. Just to check, what router are you using? Please note that free-to-air channels can only be accessed if you have the StarHub TV+ Box with a StarHub broadband connection along with a Nokia Beacon or Linksys router. 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

4 Messages

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4 Points

@Shadrina in progress of troubleshooting.

Hi carla, pls be advised that i have a starhub connection with a starhub nokia beacon with a starhub tv+ box and still unable to view local channels. My stb info shows off net frm the start. They said they resetted the network, and it still shows off net.

4 Messages

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4 Points

@Shadrina in progreas of troubeshooting.

Hi carla, pls be advised that i have a starhub connection with a starhub nokia beacon with a starhub tv+ box and still unable to view local channels. My stb info shows off net frm the start. They said they resetted the network, and it still shows off net.

2 Messages

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2 Points

@Carla_P  Yes I am using the Nokia Beacon that was received when I signed up for HomeHub+. And the Starhub TV+ Box and Starhub Broadband. Everything has been set up by Starhub technician but no free-to-air channels can be viewed.

(edited)

Carla_P

Moderator

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3.5K Messages

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1.5K Points

You should have an on-net connection if you have a StarHub TV+ Box with StarHub broadband connection and Nokia Beacon router. In this case, I suggest that you get in touch with our Customer Support via Facebook Messenger by clicking the link below so they could further assist you. Sorry for the inconvenience as I don't have access to your account here.

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

5 Messages

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5 Points

9 days ago

I just changed the set top box to Starhub TV+ box. I regret very badly. When I noticed the issue, almost everyone is having since September 2020, seems like STARHUB is not interested to resolve and pushing around the problem with every others through different channels. Never managed to get through 1633 so far. Seems like STARHUB is interested to collect money not to provide service for customers

Carla_P

Moderator

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3.5K Messages

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1.5K Points

Hi @k_annamalai, I'm sorry to hear that you're having an issue accessing local channels on your StarHub TV+ Box. Let me just confirm, if you are using your set-top box with a compatible router to access free-to-air channels? Also, have you tried to reboot your set-top box to see if the issue persists? 

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

5 Messages

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5 Points

All supplied by STARHUB. Linksys router, NOKIA mesh etc. Now could be able to watch the Mediacorp channels but the streaming quality is very bad like -10 years behind quality while the whole country is talking about 5G technology, even STARHUB claims they are the pioneer of 5G. STARHUB sales staff said all the channels can be rewind for 24 hours, but not these Mediacorp channels. Any suggestion, will STARHUB improve on your streaming quality?

5 Messages

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5 Points

Pls look at the streaming doesn't come as HD while Mediacorp broadcasts in HD

Carla_P

Moderator

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3.5K Messages

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1.5K Points

Please be informed that the StarHub TV+ Box supports TV signals of 50Hz frequency and up to Ultra HD (4K) video resolution but is subject to content availability and your available Internet connection speed. Also, based on the photos you've provided those channels are not on HD. To check the channels that are in HD, please refer here.

Moreover, the new Time-Shift TV feature is only available for selected channels. For the list of channels that support Time-Shift TV, click here.

~ Carla

 

 

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Some of my posts, opinions and views here do not reflect my position and StarHub's opinions. 
For account related matter, please seek help from our Customer Service team via Facebook Messenger.
Have a good idea? Tell us at our Ideas Exchange!

5 Messages

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5 Points

9 days ago

Pls look at the photos to see the Mediacorp channels are not HD version

1 Message

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1 Point

7 hours ago

Dear Carla

I read the above comments with amazement. It appears the problem is an inherent one. The complaints were made some 6 months ago and no resolutions found to rectify the fault. I experienced similar issue and thought it is an isolated case but seems to be widely spread (and gone unresolved since Sep 2020 till today, 28 Feb 2021). I have done whatever been recommended by StarHub and countless times but the issue still persists. Getting through your HelpDesk is like winning a 1st prize lottery and the technician who installed the StarHub TV+ box sounded evasive (like the system having a problem). He rushed the installationa and told me to wait for the contents to finish downloading before "buggering-off"! Guess what? unable to get all the local Free-to-Air channels!!!

There's also a shifting blame between Linksys and their routers with StarHub TV+ box and the ONT. Doing the recommended process doesn't remedy the problem either. I think it's going to be an inherent problem and there could be on-going issues and agreements remained unresolved.

As a consulation, I did get the free-to-air channels (for a day only) but constantly prompted "No Signal Found: Please check your internet....and try again. [M7002]. The channel goes off after pressing "OKAY" and have to restart the channel again with frequent picture freeze. This happened on all my 3 subscription passes too!

The next day, I was unable to get the free-to-air channels again. I had to "EXIT TO LIVE TV" every time I choose the channels. The "STB status show "off-net" from that day onwards.

To add insult to wound, I tried the StarHub TV+ app on the mobile phone, hoping to watch the local free to air channels there. I get "Player Error...try again later. If problem persists, contact us (unsupported URL - 1002). What now? Blame Apple for their IOS not compatible with Mediacorp or StarHub???

StarHub! get your act together and don't deprive all your subscribers of enjoying their 24-months contract with you.

In conclusion, I've migrated from cable TV and fiberbroad band TV seamlessly but the big headache in the StarHub TV+ (streaming platform). Others have done a tremedous job, the likes of Netflix, Disney+ YouTube and don't have such streaming issues. Streaming platform is not new and has been around for decades, why is it that StarHub can't resolve this "simple" issue? You're not moving ahead but backwards in providing excellent service to customers.

(edited)

5 Messages

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5 Points

@shiokadoodoo 

You pinned it correctly. Singapore is moving towards 5G technology, smart nation etc. This STARHUB conveniently going back to 2G standard of quality and service by just blaming everyone else while keeping their inherent problem unresolved. 

Their 1633 customer service line is no use unless you got nothing to do and wait for hours, days and weeks. Since they tied everyone with 2 years contract, they conveniently collecting money without any issue that's why they don't bother too much.

I am really disappointed being a loyal customer to them since from the SCV time about 25 years back. Look at their attitude, for 6 months plus this kind of simple issues also never resolved. Unless the authorities such as IMDA / Ministry of Communications intervene they wouldn't do anything.

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