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nightlight

Respected Contributor

 • 

16 Messages

Sat, Jan 27, 2018 11:00 PM

Maxinfinity Fibre Broadband Issue

 

Ever Since I re-contracted to Maxinfinity 1gbps HomeHub and this is what I am getting . My download speed to totally unacceptable, I didn't subscribe for 500mpbs .

 

I should have gone to view quest or myrepublic at lest they don’t have much issue with their brandwdith.

 

I have already spoken to CS, and all they ask, is the same old thing.

I toke a screen shot and emailed to the helpdesk again.

Now awaiting they reply.

 

If this is not going anywhere. Looks like I will have drop the CEO a mail.

 1test.jpgtest 2.jpg

Responses

Accepted Solution

Jolene_L

Community Relationship Manager

 • 

985 Messages

3 years ago

Hi @nightlight, thanks for sharing the details with us. Please send me a private message with your NRIC, contact number, email address and StarHub Account Number so that I can get the tech team to follow up on your email. 

-Jolene 

 

Some of my posts are unofficial and may contain personal opinions which may not represent the positions and opinions of StarHub.

For account related matter, please seek help from our Customer Service team via Facebook Messenger.

For urgent matters regarding the safety of our members or the security of the platform, please email us at community@starhub.com.

Have a good idea? Tell us at our Ideas Exchange!

Josephine C

Genius

 • 

861 Messages

3 years ago

Hi nightlight, sorry for your experience. Please send me a private massage with your name, NRIC/FIN, contact number and email address so that I can get in touch and assist you further. Thank you

nightlight

Respected Contributor

 • 

16 Messages

3 years ago

Yesterday a C.S called me around 1630hrs. He told me that a technician will come over to check on my issue.



The funny part is that he informed that I needed to pay for transportation and service fee of $45+ 'i can't remember exactly'



I am yet to bring up this matter.



I don't understand if the issue is tested from the ONT modem how is that becomes my router issue. And why should I pay if I didn't even get the service which I am subscribed for.



The C.S didn't even bother to read my issue before calling me



Then around 3mins later he called me back saying, since I just recontracted and my router is still under 1 to 1 exchange I don't have to pay for the transportation and labour fees.



Luckly I was working if not I would have blasted at him ..



My email and test is clearly given , stating test is from modem and not router.



nightlight

Respected Contributor

 • 

16 Messages

3 years ago

Yesterday a C.S called me around 1630hrs. He told me that a technician will come over to check on my issue. 

 

The funny part is that he informed that I needed to pay for transportation and service fee of $45+ 'i can't remember exactly' 

 

I am yet to bring up this matter.

 

I don't understand if the issue is tested from the ONT modem how is that becomes my router issue. And why should I pay if I didn't even get the service which I am subscribed for. 

 

The C.S didn't even bother to read my issue before calling me

 

Then around 3mins later he called me back saying, since I just recontracted and my router is still under 1 to 1 exchange I don't have to pay for the transportation and labour fees. 

 

Luckly I was working if not I would have blasted at him ..

 

My email and test is clearly given , stating test is from modem and not router. 

 

 

nightlight

Respected Contributor

 • 

16 Messages

3 years ago

You can contact me at 81331643
S8235588Z
nightlight

Respected Contributor

 • 

16 Messages

3 years ago

Muhammad Ali Akbar
Akbar.night@gmail.com
nightlight

Respected Contributor

 • 

16 Messages

3 years ago

Akbar.night@gmail.com
Jolene_L

Community Relationship Manager

 • 

985 Messages

3 years ago

Thanks Nightlight, as we want to retrieve your email, can you also pass me your full name and email address? This is so that we can pick up the case from there. 

-Jolene 

 

Some of my posts are unofficial and may contain personal opinions which may not represent the positions and opinions of StarHub.

For account related matter, please seek help from our Customer Service team via Facebook Messenger.

For urgent matters regarding the safety of our members or the security of the platform, please email us at community@starhub.com.

Have a good idea? Tell us at our Ideas Exchange!

Josephine C

Genius

 • 

861 Messages

3 years ago

Hi SkyDreamerZ, noted on your concerns. I've replied to your PM and will assist further from there. Thank you

SkyDreamerZ

Respected Advisor

 • 

43 Messages

3 years ago

I just sign up to 1 Gb from 200Mhz (or 500Mhz as they claim to upgrade me for free) . My wifi connection speed when I use speedtest.com.sg shows me about 200 Mhz upload and download when I was on 200 (or 500 Mhz) speed. However, after I upgrade to 1 Gb using new modem.EA7500V2 modem, I at most only get 150 Mhz over 200 to 300 Mhz. But usually it maintain around 100 Mhz . Some time it goes as low as 16 Mhz. to 39 Mhz for download and about 100 for upload. Technican came and hard reset the router (poke a wire and test on his laptop). He can get about 400 on his laptop. But his personal mobile IPHONE 10 and my S7 Edge all showing at most 100 to 200 Mhz only. I saw some people can get to 800 or 900 as shown in picture. Please advise how. I lately communicate with the tech manager  till i explode. Liek what the technican staff says, sign up 200 or 1 gb I will still get 200. Then I wonder why I sign up 1 gb for. So ... can someone advise? I try to attach pictures.Screenshot_20180203-123227.png20180201_143433 (1).jpg

SkyDreamerZ

Respected Advisor

 • 

43 Messages

3 years ago

how worst after reset Untitled.jpg

nightlight

Respected Contributor

 • 

16 Messages

3 years ago

I had almost the same issue as your..the technician came down and somehow
the issue was fixed after they reseted the connection and changed my Mac ip
from their side . But after a few days later the issue is back again. Now
Download speed if only 100mbps and upload is 800mbps.

Alot of consumers have already complaint but since we have already signed
the contract , no choice have to wait till contact ends to change to other
isp.

The problem is that they are able to play around with the brandwith.

You can try emailing to the ceo and see whether that helps.

Any don't bother to pm the community manager,they are also part of the
game. Useless to p.m them.

Better to switch to other isp..
,...,


Not a starhub staff.

SkyDreamerZ

Respected Advisor

 • 

43 Messages

3 years ago

Getting 800 is already ok. Mine now maintain below 200. I need the fix. Hello anyone to adjust the switches or what you call it ...

Please....
SkyDreamerZ

Respected Advisor

 • 

43 Messages

3 years ago

Hi amy I had PM u... but it all depends on starhub whether they are going to test the switches. else I doom with 200 speed as long as I stay at this area. regardless sign up 1gb end up get slower. sigh

Amy_Law

Alumni (Retired)

 • 

3.3K Messages

3 years ago

Hi @ SkyDreamerZ

 

We've replied you via your PM. If you're still experiencing the issue, please update us again via PM so we can continue to assist you.

- Amy

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