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kbin

Respected Contributor

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16 Messages

Thu, Oct 29, 2015 10:00 AM

EXTREMELY DISAPPOINTED WITH STARHUB FIBRE 1GBPS

I am getting sick and tired and extremely disappointed with the so-called 1GBPS FIBRE.

 

Guess what? For 1000MBPS, I am only getting 100+MBPS. I read that Starhub promises at least 70% of the subscribed speed, for a 1000MPBS, I should be getting 700MBPS. However, I am 7 TIMES!!!!!!!!!!!!!!!!!!! SLOWER. However, I don't expect that much, at least 400MBPS I am happy. BUt NOW STILL 4 TIMES SLOWER!

 

Starhub had sent someone to my premises to check, but just keep saying my devices this and that. Sick and tired of Starhub SUCKS Services.

 

This is my speed test result:

 

Screenshot_1.jpg

Responses

Trusted Commentator

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7 Messages

5 years ago

To me, its simple. It doesnt matter if u spend an hour or two hours or even a day. If the problem isnt fixed, then its not fixed. Trouble is.....they dont even come back to u to tell u the reason why. Worst is when u called them, asking them whats going on.... they will make u do more stuff , like writing to them, send more screenshots. I mean.....WTF???. i keep doing what u want me to do...but none of what i paid for is being delivered. When will all this end? They will keep asking u to do stuff for them. Feels like they are just buying time. RUBBISH SERVICE!!!

Wurlitzer

Trusted Advocate

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186 Messages

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3 Points

5 years ago

This is a completely different subject but just to state a point, I'm actually a bit amazed that anyone would pay to subscribe to plans above 200 or 300mbps (I pay for a 500mbps connection, so I include myself). Just my own view but during normal internet surfing and downloading it would be rare that you'd be connected to a host that could do much better than serve at 200mbps. Subscribing to a 1 Gb plan really does seem a bit pointless and a waste of money.  Having said that you guys are quite correct to complain if you pay for 1Gbps and Starhub can't demostrate to you that they are providing that.  Doing tests against Starhubs own servers and local 3rd party servers should show you that, theoretically, those speeds are achieveable.  In these previous posts it stands out to me that Starhub can't demonstrate this to you and even on their own equipment, connected to the ONT, they can't get those speeds, or even within their own stated tolerances.

 

Keep in mind that ALL ISPs push higher speed connections at higher prices, in reality and day to day surfing you are paying for bandwidth you never use, people have been duped in to thinking if they pay for greater bandwidth their surfing experience will be faster.  This is not the case, if you are on a 100mbps plan or a 1000mbps plan the net effect to you will probably appear the same.  Even if you do big downloads, it would be rare to see anything faster than 200mbps, from any server, anywhere.

 

All I can suggest is you insist Starhub demostrate they CAN deliver at a the speed you subscribe to, if they can do that then it will be up to you to tweak your end of the connection to get the same on your equipment.  If they can't then it is definately a strong case for recompense or contract cancellation based upon Starhub failing to deliver on their promise.

 

It's also worth noting that Starhub have no obligation to troubleshoot your system, but they must clearly demostrate that they are delivering to the ONT as per the your plan.  In all your cases I would say they have failed to do this so I would expect Starhub to step and address and fix your issues.  They standout by their absence to offer comment on this post, hopefully you can get something a bit more official from them or at least a definitive statement on their position in this dispute.  I might go so far as to suggest that if they don't respond it is because they can't.

Trusted Commentator

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8 Messages

5 years ago

well, they will show thier well configured notebook, especially using MAC OS which can always get 700Mbps and above.  This already prove thier bandwidth is working.  

 

Why you cant get that speed is your device issue as they have no obligation to touch your system also.

 

Very convicing ......

Trusted Commentator

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8 Messages

5 years ago

CON-vincing to spell correctly.

Trusted Commentator

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8 Messages

5 years ago

if Starhub obligation is only to deliver bandwidth as per plan, they also have discounted bandwith becasue for 1 Gbps, their recommendation is 60% and above meaning as long as their equipment can hit 600Mbps in speed test, considered they delviered whether you like it or not.  To tweak at your end will require some specialised network skill set in which i can say more than 90% of customers will not have.

 

My expectation is for them to ensure not only the bandwidth and also the value added services that requirements and specifions of the system that can make you at least get their recommended speed.

 

I jsut wonder how many customers would get into this type of scenario without knowing what they are getting into.

Trusted Commentator

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7 Messages

5 years ago

See what i mean?...make u do that stuff again

Jere_Lim

Community Manager

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1.1K Messages

5 years ago

Hi

Please leave your details over at http://bit.ly/StarHubQuery in order for us to make arrangement for the necessary relevant team to investigate and assist you further with regards to your fibre broadband.

If my post answers your question, please click on the "Accept as Solution" button!
kbin

Respected Contributor

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16 Messages

5 years ago

Yeah man, they are going to ask u do the same thing over again. Then end of day, its ur device issue.
kbin

Respected Contributor

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16 Messages

5 years ago

Yes, they mentioned 60 to 70% but sad to say, I'm only getting 30% (300+mbps). They still did not deliver as stated.
kbin

Respected Contributor

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16 Messages

5 years ago

The technician came as tested 400+ to 500+ only. He told me everything is alright, no issue with starhub. The at backend, reported able to hit 800+ at client's place. That's what the customer service told me when he called me. He said, the technician went up your place and able to hit 800+ with no issue. That's bullsh-i-t, it makes me seems like I'm lying. For no reason, why would I want to make a fuss? Take off or leave just to attend to them.
Wurlitzer

Trusted Advocate

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186 Messages

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3 Points

5 years ago

It shouldn't really get to a point where it becomes a "he said, she said" issue.  the proof should be there on their laptop, take a photo of it showing less than plan then the tech can't go back and claim he got 800mbps+.

I can't see there is anything for the tech to gain by claiming something other than what he experienced at your place so I'd guess he either got confused with another customer or just plain made a mistake.

 

I know this is no consolation but when I do feel things are running slow I check my speed and it is always up at around 490mbps on a 500mbps plan so from my perspective they are doing a great job.  When I have had speed issues it invariably, no always, is something at my end and I fix it.  The latest example of this was upgrading to Windows 10, my speed fell through the floor.  It turned out that the drivers Microsoft supplied with the upgrade for the ethernet card were pretty generic, when I downloaded the Windows 10 ethernet driver for my PC from the DELL site everything returned to normal.  These are the sorts of things that Starhub can't be responsible for; but if they can't get the speed on their own euipment then the ball is firmly in their court.  The first step has be agreement on which side of your router the problem lies, once that is established it should be clear whose responsibility it is to fix the issue.

 

I saw the earlier post from Starhub so it seems they will check this out some more, why not take them up on it as they won't let you out of your contract early I suspect, nothing to lose.

kbin

Respected Contributor

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16 Messages

5 years ago

Bro, i don't know if you are one of the tech. I am with the technician from the moment he step in to the second he left my house. All speed test he did, I saw with my own eye and my wife's eye. It's just max at 490+mbps. But when starhub called me again to check, I told them problem not resolved. The customer service at the end says, cannot be as the technician reported the problem had been resolved and user able to hit 800+mbps. Case closed. I cannot believe it! Its too absurb.
eric3743

Grand Guru

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4.4K Messages

5 years ago

Do consider this as  Solution

If the 1Gbps is giving the headache, then request for 500Mbsp to trail.

If satisfied with the connection speed, then opt-in.

Starhub should accept your decision.

 

Instead of having to go thru the hassle everytime when the problem pop up again.

 

 

Since @Wurlitzer have stated that the 500Mbps work fine.

 

I am also on 500Mbps, and speed is wired = same as @Wurlitzer close to 500Mbps.

And for wireless, i get 200Mbps+ as my laptop max at 300Mbps.

And my phone is also 200Mbps+ (some time at around 250Mbps+)

 

When the Technician came to do installation the 1st time, seeing his laptop manage to get 200Mbps (previous plan, upgrade to 500Mbps after a year).

I requested the Technician to do setting & config my laptop, so as to match to his.

Wurlitzer

Trusted Advocate

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186 Messages

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3 Points

5 years ago

I've no association with Starhub whatsoever, other than I subscribe to some of their services.

That's not a bad suggestion, resolve the issue by opting for a 500gbps plan.  At the end of the day all the hardware is essentially the same, the speed limit is applied by the starhub servers.

Your physical setup can obviously can give a throughput of 500 gbps and the issue is somehow hardware related, this could be some poor connection in the Starhub circuit to your home or something in your PC that can't deliver at 1000gbps.

In your case, if the tech can't get more than 500 gbps then they should be looking at a) His PC, b) the ONT d) the quality of the fibre optic link or d) the configuartion on the Starhub server.

 

500mbps will deliver all you want and you won't be wasting money on the extra speed that you'd probably never need or notice.

Trusted Commentator

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7 Messages

5 years ago

I think it really doesnt matter whether its 500mbps or the 1gbps subscription services. Important is customer service should be rendered to customers accordingly. If they feel that at some point theres an issue with the network or whatsoever, help the customer as much as they should. Or atleast gave them another alternatives so that customer can evaluate whether or not to take the offer to downgrade to their expectations. But if they choose not to tell u anything and keep making excuses after excuses where the issue is not resolve. Thats where we as their customer gets so agitated. We just want the service that we paid for to be working. Thats all! Nothing else. 

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