Totally agree with u, Zkhin! they always have the standard reply whenever u call "We will arrange for some one to call u back within 24 hours".. But they Never call back! never!
I have to call them to chase after them to get a simple task done( setting up an appointment to deliver my Hub station box which they left out)
This is just another BAD service.
In my case, the Starhub technician told me he had to wait for their end (include NetLink Trust) to completely turn on before going to the customer location.
After he completed the installation, he show me the Speed test, on his laptop to ensure my plan is correct.
To ensure not to have any problems, i request the technician to do the setup & config on my laptop.
When the speed test is correct, then i sign off the form.
It seem that Starhub are having all sort of problems & not conform to Procedure.
In your case, may be there are connection problem.
That is why he mentioned to wait, as he need to go back to his office to check.
Take note. The start of this service is when the activation is good.
This is what the technician told me after instalation on both fibre & TV services.