J

3 Messages

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3 Points

Tue, Nov 17, 2020 12:34 AM

starhub TV+ issues and service displeasure!!

I write with displeasure at the service provided by your customer care support and troopers.

I have been a Starhub customer for so many years though I am not really happy with the service provided on occasions i had continue with the service as Starhub do have reasonably good TV programmes.

However, my recent encounter with your team (technical and customer care) had made me write this email and to put on record that I am truly not happy and hope that the issue will resolve ASAP!

On Saturday 7 Nov 2020, I had upgrade my home to starhub TV+;

On Tuesday 10 Nov 2020, your team trooper came down to install and it seem to have worked ok;

On Wednesday 11 Nov 2020, i was not able to view my TV for any channels not even the local news;  when i called the to resolve the issue, the technical team send trooper to fix it the next day;

On Thursday, 12 Nov 2020, the same troopers to came on tuesday, came with just a cable to try to fix it .. the conclusion he provided was that my TV HDMI (port 1 and 2) does not seem to be compatible to the new nokia TV+ modem!!  Does this means that i need to change my TV?  he mentioned that some other customers did experience such but not sure how it was resolved as he is only provided installation and troubleshoot on site.  I called again the hotline 1633 to get it resolve ... as i will be paying for issues not resolved!!

On Friday 13 Nov 2020, another trooper came and tried to install with another new (same) device (perhaps it might be that the current new device is faulty).  However, the issue is the same - blue screen ... and currently black screen when the TV is on.  so even with the new nokia device it still does not shows any improvement .. blue screen.  The trooper change the device to the old modem and it apparently seem to be working.  

I do not know what kind of report was put up, he mentioned that someone will be calling me at 7pm to discuss on the next course of action.  No one called..!  and no one called the next day, Saturday 14 Nov 2020.

And i have been calling since then ... and everytime i called, customer service apologise and said someone will call me at 7pm when asked why cant the called be transferred to that particular person .. they are not able to that as not sure who will be calling.

last night, at 7pm nobody called and this is very disappointing !!  if this is not resolve then i will escalate to the press on the service provided by STARHUB!!  for your information, my invoice was received with due date on 13 Dec 2020!  I  am now just tired of calling starhub 1633 and had to listen and go thru the various click to get to the custmer service care consultants!

email add: < removed private information >

Carla_P

Moderator

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5.4K Messages

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3.2K Points

1 y ago

Hi @jubaida, sorry that I had to remove the email address you posted here for your privacy. Moreover, we are genuinely sorry that we have not met your service expectations. We understand that you are frustrated about this. Please know it's not our intention to make things difficult for you. Your feedback is important to us, and we are continuously working to provide you with a better service. As much as I'd want to assist you, I have to refer you to my colleagues via Facebook Messenger by clicking the link below to follow-up on your concern. Apologies for the inconvenience since I'm unable to check your account details here for security. I hope you understand. Thank you. 

(edited)

3 Messages

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3 Points

So can someone call me to resolve this.. or else I will bring this to CASE and even to the press

Carla_P

Moderator

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5.4K Messages

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3.2K Points

Unfortunately, I don't have access to your account details here to escalate your concern to the relevant team. May I trouble you to get in touch with my colleagues via Facebook Messenger by clicking the link below so they could coordinate this? Thank you for your kind understanding. 

~ 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

4 m ago

I shouldn’t have signed up for a new contract. If I had known that I would be bullied this much. 
Today Starhub’s Hubtrooper took back the old set top box and replaced it with a smaller tv+ box. Although he didn’t manage to get the TV programs going, he asked me to sign the service form and left saying that there is a problem with the closing of the account and that I should call 1633 after an hour. By then the closing of account would have been resolved. That was around 5pm. 15 minutes later I called 1633. She said that it normally takes about an hour and that she would email the technicians to escalate my case. I called 1633 again at around 8pm. He said the exact same thing ... an hour... email to escalate... nothing happened. At 9pm I called again...same exact words. ... an hour ... email to escalate. But this time also he said maybe try tomorrow.  Ahahahahaha come on StarHub. Nothing is happening! It’s not fair to subject your customers to such a harrowing experience. The third agent even suggested a call back from his manager who also said the same exact words. Now it is 00:34 am already. With no TV and having signed the service form yesterday even tho the TV is not working, I feel so stupid. 

Carla_P

Moderator

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5.4K Messages

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3.2K Points

Hi @user_e639bb, sorry for the inconvenience this has caused. Just to check, is your TV service back? 

(edited)

~ 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!

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