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Dereklee1976

Valued Contributor

 • 

12 Messages

Thu, Mar 7, 2019 11:00 PM

Sms issues

Hi my billing cycle resets tday. But on my starhub app, it shows 83 smses (i hve not sent anything). How can i find out accurately the smses i sent?

 

 

Responses

Accepted Solution

Lyn L

Community Manager

 • 

643 Messages

2 years ago

Hi Derek, please PM us the subscriber name, registered Hub ID / email address and mobile number by clicking >> HERE, we’ll arrange for assistance. 

Valued Contributor

 • 

12 Messages

2 years ago

Hi, the message <86 sms exceeded> showed up again..i m very sure i didnt send that many. Pls investigate.

 

thks

debbiefa

Community Manager

 • 

842 Messages

2 years ago

Hi Dereklee1976, can you PM us with the screenshot of the message via https://bit.ly/2S5w5qq 

 

Meanwhile, I have checked your March bill and there is no sms charge. 



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Valued Contributor

 • 

12 Messages

2 years ago

i am not able to access the link...please give me a email so that i can send u the picture..

 

thanks.

debbiefa

Community Manager

 • 

842 Messages

2 years ago

You can email us at customerservice@starhub.com with your details. 



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

Has someone helped you?
Say thanks by liking the post.

Has your post been solved?
Let others know by marking the post using the "Accept as Solution" button.

Home is where the ♥ is

Valued Contributor

 • 

12 Messages

2 years ago

noted, I just sent. please help me look into it..

 

thanks.

Jere_Lim

Community Manager

 • 

1.1K Messages

2 years ago

Hi Derek, once our customer service team receive the email, they will check on this and get back to you. Thank you - Jeremy 


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

Valued Contributor

 • 

12 Messages

a year ago

hi, no one contact me yet.. it shows 84 sms exceeded

Valued Contributor

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12 Messages

a year ago

thanks Amy. I just sent again.

 

my email: xxxx@live.com

Amy_Law

Alumni (Retired)

 • 

3.3K Messages

a year ago

Hi Dereklee1976

 

Please provide us with your e-mail address so we can track the e-mail you've sent. 

 

- Amy

- Amy
Amy_Law

Alumni (Retired)

 • 

3.3K Messages

a year ago

Hi Dereklee1976

 

I see the error now. Please try reinstalling the app before logging in again.

 

If the issue recurs, let us know with the following details and we will arrange for assistance.

 

1) Affected mobile number(s):
2) Hub ID:
3) Handset brand and model:
4) Handset Operating system: (State if Android/iOS and specific version, e.g iOS 8.0.1)
5) App version: (Check the version installed from your App Store and provide it here)
6) Network: On WiFi or 4G/3G
7) Hub ID set with Auto login?: (Yes/No)

 

Separately, please know that the 100 Free SMSes you're enjoying will not be reflected on the App as they are a bonus promotion for your GIRO payment mode. You'll see the promotion reflected on your bill as your SMSes will be free up to 100 SMSes. 

 

- Amy

- Amy

Valued Contributor

 • 

12 Messages

a year ago

Hi Ms Amy, thanks for your response. I had similar problem with my other phone 2 months ago. When i switched to my new mobile.. still having problems. I hve tried resinstalling before. This is my current set.

 

1) Affected mobile number(s): xxx0766
2) Hub ID: @xxx@live.com
3) Handset brand and model:iphone 7 plus
4) Handset Operating system: iOS and specific version, e.g iOS 8.0.1)
5) App version: (Check the version installed from your App Store and provide it here) 5.0.6
6) Network: 4G
7) Hub ID set with Auto login?: (Yes

 

 

- am i enjoying the 100 free smses right now?

 

- when i call in starhub, i wasnt able to find out the exact number smses i sent. It was only when i kept a conscious effort to track, i realized the app counter was wrong. This is very worrying because i m. Not sure if i m paying for what i am using.

 

Amy_Law

Alumni (Retired)

 • 

3.3K Messages

a year ago

I'm missing the iOS version for your phone. Please provide it so I can investigate further.

 

Separately, you are enjoying 100 Free GIRO SMSes. This is a promotion though and therefore will not be reflected on the App.

 

All usage reflected on the App are estimates. Hence, we always recommend that our customers wait for their next bill for the most accurate billing.

 

- Amy

- Amy

Valued Contributor

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12 Messages

a year ago

Done the troubleshooting steps, i still rcv 84 messages exceeded.

 

 Hub ID e-mail address (of affected account) - magnetisme@live.com

• Document ID / NRIC / FIN number (of affected customer). S7614820a

• Service ID / Mobile Service Number (of the affected service) 90610766

• Explanation of the issue / steps

 logout, uninstall, reinstall

 

• Device model iphone 7 plus

• Operating system: Android/iOS and specific version (e.g iOS 8.0.1)  ios 12.1.4

• App version

• Network (On WiFi or 4G/3G) wifi n 4g

• Customer sets with Auto login? (Yes/No) no

Amy_Law

Alumni (Retired)

 • 

3.3K Messages

a year ago

Well received, Dereklee1976. I've submitted a request to check on this and will update you when I have more details. - Amy

- Amy

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