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No internet connection for over 24 hours

Esteemed Commentator

No internet connection for over 24 hours

I am still waiting for internet connection after more than 24 hours after arriving home from my vacation.

1 August Thursday - I switched from M1 to Starhub by subscribing to Starhub's Fibre Broadband 1 GBPS. The M1 contract ended on Friday 9 August.
5 August Monday - The NetLink Trust technician came and tested that the termination point was ok.
7 August Wednesday - The Starhub engineer came to install the ONT while I was on vacation. I don't know if he made sure the internet connection was working.
12 August Monday - I came back from my vacation at 4.30 pm and discovered there was no internet connectivity.
Connection of LAN cable from ONT Port 1 to my Asus RT5300 router - The Asus router GUI showed: Internet status: Your ISP's DHCP does not function properly.
Connection of LAN cable direct from ONT Port 1 to my notebook LAN port - The network icon showed a yellow triangle.
ipconfig command showed that a proper Starhub IP address was not assigned.

13 August Tuesday - Starhub engineer came down at 11 am + and found that the ONT and termination point was ok and the problem was in the back end.
Apparently provisioning should have been done as non RG profile. Asked me to contact 1633 if by 5.30 pm the issue was not resolved.
Called 1633 at 6.15 pm + and the customer service told me that he would need Starhub's networking team to check on this.
It is 11.53 pm and I still do not have internet connectivity. I am working from home. My Singtel Mobile Hotspot is draining my data.

I would think Starhub has a technical team working on shifts 24 hours. I am utterly disappointed. Maybe I should have just renewed the contract with M1.

4 REPLIES 4
Community Manager

Re: No internet connection for over 24 hours

Hi seawalker, I'm sorry to hear that and apologise for the inconvenience caused. As this requires us to refer to your account details, we are unable to assist you here on StarHub Community. Please direct your query over to Facebook messenger  (http://m.me/starhub) or Twitter Direct Message (https://twitter.com/StarHubCares) so that we can log a case for you and respond to you there. Thank you!

- Julaina
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Esteemed Commentator

Re: No internet connection for over 24 hours

Hi Julaina, a case has already been logged. I just called 1633 and customer service told me that the provisioning team has not reverted to them. This is taking way too long to resolve. I don't understand why configuration should take so long? I am wondering whether this is happening only to me or to other customers too.

Customer Service

Re: No internet connection for over 24 hours

Re: No internet connection for over 24 hours

 

Good morning seawalker, seeking for your kind patience. As this requires us to refer to your account details. Please direct your query over to Facebook messenger  (http://m.me/starhub) or Twitter Direct Message (https://twitter.com/StarHubCares) to assist you further. Thank you. -Giselle

Esteemed Commentator

Re: No internet connection for over 24 hours

I called Starhub customer service on Thursday 15 August early morning. The person told me he will do some reset and I should try again in about 2 hours. I was out but came back in the evening to find that the WAN port LED in my router showed white => the internet connection was now working. So the problem was finally resolved! See. My subscription started on 7 August and I only had internet connectivity on 15 August.