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Gho

Trusted Contributor

 • 

22 Messages

Tue, May 28, 2019 7:00 AM

Data Roam in Tokyo - working initially and changed to 2G/3G with no data

Responses

Gho

Trusted Contributor

 • 

22 Messages

a year ago

Adding more context. Phone on auto selection fr network provider. Was working for one day on NTT Docomo. Notice was on the 4G network initially and when stopped working , network shows 3G or sometimes no network even available. Location was consistent as I am in Tokyo Disneyland throughout. 

 

Any one experience this on their prepaid WOW data roam?

Lyn L

Community Manager

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643 Messages

a year ago

Hi Gho, I've responded to your PM and will assist from there.

Lyn L

Community Manager

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643 Messages

a year ago

Hi Gho, I've replied to your PM. Thank you.

Gho

Trusted Contributor

 • 

22 Messages

a year ago

many tks..will communicate through PM then..need urgent response as I dont have any spare sim plans to fall back once this WOW plan fails

Lyn L

Community Manager

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643 Messages

a year ago

You're welcome. I've done a check on your prepaid account and have responded to your PM. Thank you.

Spiculum

Valued Contributor

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12 Messages

a year ago

Thanks for the reply.
You are right this is outrageous.
1) they should have replied the resolution in public instead of PM
2) this terms is not stated anywhere
3) I suspect it's a technical issue they are facing as the timing for the downtime and across multiple users/numbers is not a coincidence.

Did you top up and did it fix the problem?
Gho

Trusted Contributor

 • 

22 Messages

a year ago

For the benefit of other users. And also for Transparency purposes, this was the response which I am fuming to:

 

“As per check, your prepaid main wallet balance is $2.00. Please proceed to do a top up for your prepaid number as a minimum main wallet balance of $3 is required in your Prepaid SIM for Prepaid Roaming Service.

More information can be found here >> http://www.starhub.com/personal/support/mobile/roaming/prepaid-roaming/happy-roam.html 

- Lyn L”

 

Ain’t we being penalized wrongly for something that was not even right to be implemented ? We paid up in full for the services as per req. But we get shortchanged and inconvenient for the whole period of time. This is really ridiculous !

Spiculum

Valued Contributor

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12 Messages

a year ago

My downtime started around 4+pm 28th May 2019, Tokyo Disneyland
Still down now at 1134pm 29ty May
2 cards/numbers affected.
Tried everything from reset, reboot, reinsert card, android/iPhone all same
Gho

Trusted Contributor

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22 Messages

a year ago

Nope. It did not solve the problem. I agree it shld be a network wide issue. 

 

I just fume but sucked it in to top up. Yet, it didn’t solve the problem the technical specialist says it would. 

 

we really need to expedite the resolution for this issue. It’s totally unfair to us stuck in this predicament.

Spiculum

Valued Contributor

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12 Messages

a year ago

I have the exact same problem. Is this resolved? Lost in Tokyo without data..
Amy_Law

Alumni (Retired)

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3.3K Messages

a year ago

Hi Spiculum

 

I see your PM and will reply to you there shortly. 

 

- Amy
debbiefa

Community Manager

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842 Messages

a year ago

I have replied to your PM. As shared, do ensure that mobile is connected to shppd apn

 

For iOS users:
1. Ensure that the phone carrier setting is StarHub 27.2 or above.
Go to Settings > General > About > Carrier > StarHub: 27.2

2. Settings > Mobile Data > Mobile Data Options > Mobile Data Network > APN: shppd

We seek to clarify that network connectivity is dependent on the coverage of our preferred partners' network. Please refer to the coverage details set out by our preferred partner's network from their website. -Debbie

 
 


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Spiculum

Valued Contributor

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12 Messages

a year ago

Yeah I tried the settings. Didn't fix it
Gho

Trusted Contributor

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22 Messages

a year ago

Hi Debbie. The things you have mentioned I have checked and tried prior as well. Still not working. 

 

my wife who is on the same plan but diff no. , of course, does not what I am facing. So seems like some of us are facing it here (not local provider issue if that’s what you are pointing to in your last para). 

 

Can you double check

Amy_Law

Alumni (Retired)

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3.3K Messages

a year ago

Please reply is via your PM and specify the Prepaid number which is experiencing this issue for us to check further.

 

- Amy

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