Hi, my wife is using Starhub Prepaid and subscribed to Happy Roam Data Roaming Service, 4GB @ $25 in Singapore. However she is now in Tianjin China but not able to surf any network. Please assist and look forward your soonest reply. Thanks.
Handphone no: [Moderator Notes: removed to safeguard your privacy]
I see she's roaming using China Mobile. Do PM us at > via Private Message < if she's still experiencing this issue.
I've also removed your Prepaid number as this is a public forum.
Yes, she is connecting to local china network @ China Mobile.
I called to Starhub technical service team yesterday but they helped to reset the network and requested my wife to restart the handphone to check whether it is working.
Unfortunately it is still not working now. She have subscribed Data Roaming Plan (4GB for $25) and top up another $10 to see if it is account balance issue.
Meanwhile, she has checked that the Access Point Name @ APN is shppd as well.
We need support from Starhub to resolve this issue as soon.
What is the point of asking customers to write in your "Private Message" when there is no one accountable to look into this issue seriously. I called to Starhub customer hotline and got transferred to several "technical department" but seems like nothing much can be done on your side. Really disappointed with the unrealiable Starhub Data Roam as we rely on it to access to the internet when one is away from home and apparently we pay for nothing to Starhub.
Hi Aeras, please PM us the connection issue and mobile settings so that we may better assist.
Please advise the user to turn off wifi, turn on data roaming, then connect to the roaming network in China, to see if issue persists.
If he/she is using a dual SIM handset, please only insert the StarHub prepaid SIM card into SIM slot 1 and leave slot 2 as blank. Meanwhile, I've refreshed the roaming service for the prepaid number.
Hope this helps.
I've replied to your other comment. Further queries regarding your personal usage will only be attended via PM.