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Help with Relocation of Fibre Broadband. Frustrated with calling the helpdesk number.

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Valued Commentator

Help with Relocation of Fibre Broadband. Frustrated with calling the helpdesk number.

Hi,

 

We've been using Starhub for a number of years now. Recently, we've moved to a new location and so we called up Starhub to schedule an appointment for the installation service. We made sure that we called within 3 weeks so that everything can be arranged properly. We got a response within a few days, which is good. Someone called us up and said they will be coming on April 11 from 11 AM to 1 PM for the installation.

 

That was the easy part.

 

On April 11, we decided to call Starhub at 1633 just to confirm about the schedule. Then they informed us that our installation was UNSCHEDULED! How can that happen when we clearly received a schedule a few days ago? Anyway, they said they're going to call us back so we waited. When we couldn't wait anymore, we called back again and this time, the operator said someone will be arriving at our house by 1 PM. We asked if this was really confirmed and he said yes, the person might arrive 5-10 minutes late but he will definitely be there. So we waited. At 2 PM, we called again and after providing all the info for our relocation, the operator just told us that our installation is UNSCHEDULED and we have to wait for the person handling the case to call us back. Since we didn't receive any calls, we called back a few times to check again and they kept repeating the same message: our installation is UNSCHEDULED and we have to wait for the person handling the case to call back. We asked if there's a time frame for the person to call back and they said they will call until 9 PM or until noon the next day. And so we waited and NOBODY called back. We had to call 1633 AGAIN and state our issue AGAIN and declare all the info for our relocation AGAIN. And the response of the operator is still the same: someone will call us back.

 

Nobody has called us back until now and we have wasted A LOT of time just waiting, A LOT of minutes on our phone bill, A LOT of frustration on not knowing whether or not someone will address our issue. And the relocation service is NOT cheap, either. We're paying $200++++ for this LOUSY service. Plus we still have to pay for our fibre broadband charges for this month, which we couldn't use because our installation schedule is somewhere in limbo.

 

Can someone help us?

2 REPLIES 2
Community Manager

Re: Help with Relocation of Fibre Broadband. Frustrated with calling the helpdesk number.

Hi strawberrywafer

We apologize for the experience that you had. Could you please PM us your account details for us to check and assist. Thank you for your kind understanding.


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Valued Commentator

Re: Help with Relocation of Fibre Broadband. Frustrated with calling the helpdesk number.

Hi debbiefa,

 

Thank you for responding. We emailed the customer service already and they got back to us promptly Smiley Happy

 

We're happy with the service, it's just frustrating when we were unsure of what was happening when we called the hotline. We were repeatedly asked the same questions over and over without being given the information that we needed. Also, we wasted a day to wait for the technician that didn't show up.

 

Anyway, we just hope that ours is just an isolated incident. We had always received quality service from you (aside from this incident) and hope that this will never happen again Smiley Happy