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goblin18's profile

Respected Commentator

 • 

4 Messages

Fri, Jan 4, 2019 4:00 AM

Unable to Unsubscribe Fox Plus

I have tried to remove/un-subscribe Fox Plus via the Starhub website several times, but it is not removed. Emailed the customer service twice and have not got any reply. Tried to use the online Feedback form, and the form is bugged, pressing Submit doesn't submit anything.

Please assist. How do I remove/un-subscribe Fox Plus? I do not want to subscribe to something I cannot watch.

Thanks.

 

Responses

simonN

Community Manager

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880 Messages

2 years ago

Hi goblin18, please PM us your subscriber name and mobile number >> HERE << we’ll assist on your request. Thank you. 

Respected Commentator

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4 Messages

2 years ago

Hi

 

I've PM you the info as requested, and i still see Fox Plus in the list of my subscriptions. There is no reply or anything on the status. Did anybody actually do look into it ? Or your reply to PM info is just a formality? 

debbiefa

Community Manager

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842 Messages

2 years ago

As checked, our colleague has replied your PM on 06/01/2019. The relevant team has tried to you contact you today, however, was unsuccessful. We have relayed the matter to the team again for follow up. Thank you. 



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Respected Commentator

 • 

4 Messages

2 years ago

Hi

 

I've received a call from Starhub today, and has explained the situation to the Starhub personnel, he checked and replied that I could remove the subscription from FOX Plus Account Management page.

However, the FOX Plus Account Management page referred me to contact Starhub for subscription queries.

So I dropped an email again to Starhub Customer Care, now I am informed that I have to pay $204.58 for early termination, where I do not have any Fibre TV contract, nor it was mentioned anywhere that if I subscribe FOX Plus through Starhub for $19.90 per month, I will be lock in a One Year contract. It is even stated on the Starhub Go page : "No lock-in Contracts".

Now I feel cheated with all the insufficient information on the Starhub FAQs.

 

 

 

 

eric3743

Grand Guru

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4.4K Messages

2 years ago

Hi  @goblin18

 

When you subscribe to this Fox+ from > Here!  and click "Subscribe now" where divert you to Starhub Go on Fox+ is $19.90 /month

 

So you did not subscribe to the TV Channels on Fox Movie Pack $17.12 /month which is 4 channels.

 

You may have to check on your other services such as Mobile if there is Starhub Go subscription or not, via your Hub ID account.

 

Else you have to let the CSO to know it is Starhub Go Fox+ pack you subscribe to, not TV channels.

Then they would able to remove your subscription properly.

 

 

 

i am not starhub staff.

 

 

Respected Commentator

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4 Messages

2 years ago

Hi @eric3743

 

Thank  you so much for your reply. It is as what you described, I subscribed to FOX+ from  HERE , I read the FAQs where even non Starhub subscribers, as long as there is a HUB ID, can subscribe to FOX+. I also followed the Step 1 to 4. 

On my HUB ID account, it is listed as Internet TV, not Fox Movie Pack.Just really don't understand why it became a one year contract and requires Early Termination Fee.

 

 

eric3743

Grand Guru

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4.4K Messages

2 years ago

Hi  @goblin18

 

Internet TV is refer to Starhub Go.

So you have to inform the CSO that it is Starhub Go Fox+ pack you want to unsubscribe, or;

 

Refer to > Fox+ - FAQ  and on point 21.

 

21.  How can I unsubscribe to Fox+?

Step 1: Log in to My Account with your Hub iD.

Step 2: Under ‘Manage My Services’, click on ‘Internet TV’.

Step 3: Click on ‘Manage Subscriptions’ and unsubscribe from the pack.

 

 

 

 

 

Regards,

Eric.

Stephen12

Esteemed Commentator

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5 Messages

2 years ago

That instruction is also deceiving as the Step 2 and Step 3 instructions are entirely different from the options being shown by the Starhub app. For Step 2 there is no "Manage My Services" from the menu on "My Subcribed Services" then for Step 3 there is no "Manage Subscriptions" from the menu it only shows all your account subscriptions but definitley no "Unsubscribe" option anywhere.

 

I know coz I have the same situation I want to unsubscribe. Firstly the said that for the first 3 months subscriptions there is a 50% off promo but was surprised I was billed in full.

 

Can anyone from the Starhub community admin have any explanation on this? Thank you

Stephen12

Esteemed Commentator

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5 Messages

2 years ago

Starhub had this instruction looks so easy as 1-2-3....Starhub had this instruction looks so easy as 1-2-3....

 

But whenever I opened my account via starhub app I cannot find But whenever I opened my account via starhub app I cannot find "Manage My Services" from Step 2. Instead it is showing "My subscribed services".

 

And whenever I press on And whenever I press on "My subscribed services" it shows this....no "Manage Subscriptions" as shown in Step 3....meaning its a dead end. No option to "Unsubscribe"

 

Stephen12

Esteemed Commentator

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5 Messages

2 years ago

This is promo is enticing so I subscribed last January 7th.This is promo is enticing so I subscribed last January 7th.

 

From 9.95sgd for first 3 months still got billed 18.60sgd.From 9.95sgd for first 3 months still got billed 18.60sgd.

 

Starhub website has this instruction like its easy as 1-2-3....Starhub website has this instruction like its easy as 1-2-3....

JacksonTZG

Community Manager

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602 Messages

2 years ago

Hi Stephen12

 

I apologize for any confusion caused. While Eric is correct, our app recently underwent a revamp, as such, past instructions will not apply on our new interface.

 

As our new interface does not support adjustment of programs, you may refer to https://secure.starhub.com/myaccountmgr/#/ to unsubscribe your services. 

 

Hope this helps.

 

- Jackson
eric3743

Grand Guru

 • 

4.4K Messages

2 years ago


@Stephen12 wrote:

That instruction is also deceiving as the Step 2 and Step 3 instructions are entirely different from the options being shown by the Starhub app. For Step 2 there is no "Manage My Services" from the menu on "My Subcribed Services" then for Step 3 there is no "Manage Subscriptions" from the menu it only shows all your account subscriptions but definitley no "Unsubscribe" option anywhere.

 

I know coz I have the same situation I want to unsubscribe. Firstly the said that for the first 3 months subscriptions there is a 50% off promo but was surprised I was billed in full.

 

Can anyone from the Starhub community admin have any explanation on this? Thank you


Hi,

 

Please note that Manage My Services is access in the web browser via login to > My Account

This may not be applicable in Starhub App and is not the same.

 

If you click on the FAQ on point 21 on My Account which will point you to browser login.

 

 

 

i am not starhub staff.

Stephen12

Esteemed Commentator

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5 Messages

2 years ago

Got it thank you sir. But still I'm confused about the billing that is not consistent with the 50% promo of 9.95sgd for the first 3 months of subscription.

JacksonTZG

Community Manager

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602 Messages

2 years ago

Hi Stephen12

 

I apologize for any confusion caused again. Please provide me your registered name, registered mobile number and Hub ID/email address by clicking the words bracketed by the arrows here > via Private Message < for me to assist you better. Thank you. Smiley Happy

 

 

Hi Eric

 

Thank you for the explanation as always. Smiley Happy 

 

- Jackson
mjboon

Respected Contributor

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17 Messages

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2 Points

2 years ago

I faced the similar situation sometime back whereby I need to pay $204.58 for early termination for the same reason of 'One Year lock-in contract'. And I asked if I can continue to watch Fox Plus since is 'One Year contract', then I was told I cannot as I requested for early termination!

 

Still I have 2 mobile lines, 1 fibre broadband, and TV subscription with StarHub. Oh Well ...

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