Dear Community members
We heard your feedback and suggestions and would like to respond officially to some of the most common concerns raised. We really appreciate the feedback, suggestions and opportunity for us to do better in future.
Should you wish to contact us on your account related matters, please drop us a note at StarHubCares. If it is an urgent technical issue, please call our 24-hour hotline at 1633 immediately and select the Technical Support option instead.
Q1: Why is StarHub offering a router that is less capable than mass market routers in terms of Wi-Fi speed?
Ans: The D-Link Home Gateway that we offer with our MaxInfinity plan is based on 2x2 MIMO single-band (2.4GHz) technology, which is common to mass market routers. Based on this technology, the Wi-Fi compliant Home Gateway is able to support wireless link speeds of up to 300Mbps.
However, Wi-Fi Certified products are “good neighbours” to other Wi-Fi equipment. This means that they would refrain from channel bonding so as to reduce interference when neighbouring 2.4G Hz Wi-Fi networks are detected. The enforcement of this policy is one of the leading reasons why the peak wireless link speed of 300Mbps is not sustainable on the 2.4GHz band.
We acknowledge that there are high-end routers available in the market which come equipped with 3x3 MIMO and dual-band (2.4GHz & 5GHz) technology. Now that we are allowing direct connection to ONTs, customers may purchase the D-Link DIR-865L from our partner at a special price of $199. The DIR-865L is a dual-band router with 3x3 MIMO technology and is expected to better match the needs of our customers who are more tech-savvy.
Q2: Can you allow me to use my own router?
Ans: Yes, you may now use your own router for your MaxInfinity service. Please contact us to reconfigure your ONT for direct connection. During this process, your broadband service and home phone line (if any) will be temporarily unavailable. We will contact you once the reconfiguration is successful.
Please note that you will need to use a stand-alone Voice-enabled Cable Modem for your Digital Voice Home service if you opt out from using our Home Gateway.
Q3: Why did StarHub not reveal the Home Gateway specifications at the point of sign-up?
Ans: The specifications of our Home Gateways are published on our website.
Q4: Other ISPs are able to provide ONT with voice capability. Will StarHub be able to do the same thing?
Ans: We are exploring the option to offer an ONT with voice capability. We will inform our customers should we decide to offer such a device.
Educational information on Wi-Fi
Actual Wi-Fi range and throughput is very subjective and sensitive to the environment. User experience can be affected by the following but not limited to:
Radio-Frequency (RF) Interferences in (iii) is the leading cause of signal fluctuation or poor signal level on Wi-Fi networks. Mitigating RF interferences can be as simple as doing the following:
For more information on how to improve your wireless experience, please do not hesitate to seek professional assistance from the router support hotlines:
Cisco wireless & router Technical Support
Hotline: 6488 5171
Operating hours: Mondays to Saturdays, 11am to 9pm (inclusive of Public Holidays)
D-Link 24/7 Technical Support
Hotline: 6501 4280
Huawei call-centre hotline number: 800 6011 450
Daily operating-hours (SG time): 9am to 10pm
Optic fibre broandband is unlike the cable broadband. The cable point is activated when it is installed and we allow plug and play as the coaxial cable is not as fragile as the optic fibre.
In additonal, the technician will check the OpenNet Termination Point for power as well as ensure that it is transmitting signal prior to the installation.
Dear Community members
If you have any queries, feel free to PM Howard or me.
The average HDB home diagonally across is about 20meter more or less.. just don't understand why SH have to partner with a brand that can't even provide a 20 meter wifi coverage..
I started my account with Starhub on cable broad band and switched to fiber about 6 months ago. I've just installed my own apple router (I had Starhub configure the fiber access point accordingly) and they informed me that my phone would no longer work without the supplied Dlink router. I just read on your blog that I might be able to use my old motorolla cable broad band router for telephone. How do I do this?
I have just switched and upgraded to Starhub Fibre 100Mbps recently. From several speed tests, it shows max 40Mbps when just beside the router in wireless mode using 3 laptops (2 belongs to your technican when he came over) and 1 iphone. After he set the password and security, my max wireless dropped to 30Mbps.
This is really bad, because the direct input is 100Mbps, and the wireless within 1m range provides less than 40% of the input. The router's wireless "bug" or incapability is a huge surprise to all new users for this new fibre optics you are giving to consumers. And i will definitely want to switch back to my 10Mb because i don't feel the difference of fibre optics having to pay 100% but get only 40% of it's worth when it comes to wireless.
There may be interferences, but a 60% drop in efficiency is really too much
It's not even a 1m test for me, I am holding the devices maybe 10-20cm from the router when testing
A big thumbs down for this router, and another one for you guys not finding out during testing before giving them to us