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Singapore
Tuesday, December 6, 2022
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MAN HAVING ISSUES WITH STARHUB BROADBAND, SAYS THEY ONLY WANT TO CLOSE THE CASE

I feel like scammed by StarHub telemarketer to re-contract broadband service.

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My old contract is about 2 years old, was using Nokia mesh routers but was convinced by telemarketer that the Nokia router is over spec that many customers have complained. So I re-contracted to mesh system LINKSYS AX4200 pair with mesh router LINKSYS MX2000.

Installation was scheduled on 3-Sep-2022. After the installation engineer struggled for about 2 hrs with help of backend engineer, they concluded that AX4200 is not compatible with MX2000. AX4200 was working but not MX2000. But only after the engineer left, I noticed that there is no internet connection to my TV, even I connect LAN cable directly from AX4200 to TV.

I remembered the installation engineer said this combination is not tested in lab, so he was the guinea pig. Eventually I have no choice but to revert it back to old router Nokia. But I am paying for new additional MX2000.

I have been trying to get help from StarHub, it is already passed 2 months, the only obvious thing they have been doing is to close this case, with fake reason being I am not contactable, but in fact there never a call from StarHub. I have since requested to void this new contract, but instead they told me to contact 1633 for technical support (I had previouslycontacted 1633, where they told me they have escalated my case).

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Today I managed to talk to StarHub customer service consultant again through 1633, he re-confirmed that the pair of mesh router I have is not compatible, it will work if the pair are both AX4200. So he promised to arrange for a call back to update my on my enquiry (again?), since this is not within his scope to decide.
I am utterly disgusted by StarHub customer service.

My request is simple, either to void my new contract and refund me what I have paid and continue paying or upgrade to another set of compatible mesh routers.

Finally, I hope that StarHub will refrain telemarketer to sell something non-standard that not proven working.
I am sharing this experience to alert all not to become another guinea pig and get bully by StarHub to shut you off and close the case.

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