Starhub 1Gbps Fibre Review

[loganrunning]

Seems like they still haven't done away with the disconnection charge. This is odd, since NLT says they don't charge disconnection fees.

I hope that the sales guy was relaying the correct info (as an indication, this guy was very insistent that the ONT and a modem were the same thing). he was very insistent on the disconnection charge when I asked for confirmation. It may be their own admin charge, but how they present it to the consumer by a different name.


in comparison, at m1, the sales guy used "activation fee" for the the $58+ fee. he also stated that there was no NLT fee - stated it was free since already installed (he may not know the actual fee structure, just telling me what he has been briefed on)

 

[loganrunning]

By right the charges are documented here. And disconnection charge is S$32.10. They seem to charge S$32.10 for downgrading as well (from 1Gbps to 500Mbps).

https://www.starhub.com/personal/broadband/other-charges.html

All Service-Related Charges​
Installation Fee (Per computer connection)	$90
Installation of 3rd Party device┴ (Per device connection)	$53.50
Delivery Fee (Per trip to the same service address)	$12.84
Service Call Base Charge (Per computer connection. Additional equipment/material costs are extra and quoted on site)	$40.66
Service Call Transportation Charge (Per trip to the same service address)	$12.84
Service Activation Fee	$56.71
Fibre Service Disconnection Fee	$32.10
Voluntary Suspension Fee (Per broadband service)	$16.05/month (Non-prorated)
Reconnection Fee (For reinstatement of service) Applicable for involuntary suspension only. A service call of $53.50 is applicable if customer requests for re-installation of equipment at his/her premise.	$16.05
Reconnection Fee (For reconnection to the network) Applicable for Cable Broadband only.	$214
Optical Fibre Termination Point Installation (High Rise - Condo or HDB)	$160.50
Optical Fibre Termination Point Installation (Landed)	$288.90
Relocation Fee (Per request to change residential service address. Advance notice of 2 weeks is required)	$120.00
Fibre Service Cancellation Charge	$235.40 (High rise)
Fibre Service Cancellation Charge (If before ready-for-service date)	$481.50 (Landed)
Additional Fibre Cable After initial 15m from fibre entry point (for Pre-COPIF 2013 buildings) After initial 25m from fibre entry point (for COPIF 2013 buildings)	$2.14 (per 5m)
Equipment Deposit (Per Fibre Broadband service for use of the Optical Network Terminal (ONT). Applicable only to Long-Term Social Visit Pass (LTSVP) and Passport holders)	$250.00
Loss or Damage of Equipment (Per Optical Network Terminal)	$235.40
Loss or Damage of Equipment (Per Voice-enabled Optical Network Terminal)	$256.80
Loss or Damage of Equipment (Per reactivation of each Optical Network Terminal)	$85.60
Late Payment Fee	$5.35
Returned Cheque Fee	$5.35

thanks for the info

 

[firesong]

I hope that the sales guy was relaying the correct info (as an indication, this guy was very insistent that the ONT and a modem were the same thing). he was very insistent on the disconnection charge when I asked for confirmation. It may be their own admin charge, but how they present it to the consumer by a different name.


in comparison, at m1, the sales guy used "activation fee" for the the $58+ fee. he also stated that there was no NLT fee - stated it was free since already installed (he may not know the actual fee structure, just telling me what he has been briefed on)

Yep. When I ported out of SH, I saw the disconnection fee. Enquired at Netlink and was told they only charge the ISPs at point of sign up, but not a disconnect fee.

They've published their fees on their web site. Service activation charge for residential use is S$56.71.
https://www.netlinktrust.com/our-business/our-business/installation-charges.html
The disconnect fee very likely goes to SH for administrative reasons.

 

[xiaofan]

The Service Call base charge (S$40.66) and Service Call Transportation charge (S$12.84) are kind of unique to Starhub as well.

From my last encouter with Starhub -- to replace the faulty ONT.

The Starhub technician came and replaced the HG8240 ONT with a new one, still the same HG8240 ONT.

He needed to call the back end to activate the ONT. Then he did the speed test to confirm the activation is okay using the Starhub Speed Test site.

Edit to add:
Transportation charge applies at S$12.84 (GST included). I think that is a reasonable price. For service calls like this, if the fault is not from Starhub side, they may charge S$40.66 (GST included). So make sure you have done your study and you are sure the Starhub equipment is faulty.

They will send you the work order by email stating the charges after the work has been done.

 

[eting72]

full of hidden charges for those who don't go through the contract...

 

[loganrunning]

Yep. When I ported out of SH, I saw the disconnection fee. Enquired at Netlink and was told they only charge the ISPs at point of sign up, but not a disconnect fee.

They've published their fees on their web site. Service activation charge for residential use is S$56.71.
https://www.netlinktrust.com/our-business/our-business/installation-charges.html

yeah, that's my understanding, NLT charges upfront - makes sense.

The disconnect fee very likely goes to SH for administrative reasons.

"departure tax"

 

[loganrunning]

full of hidden charges for those who don't go through the contract...

to be fair, the sales guy brought it up and emphasised it several times. most likely, this fee has been a point of dispute in the past

 

[loganrunning]

The Service Call base charge (S$40.66) and Service Call Transportation charge (S$12.84) are kind of unique to Starhub as well.

From my last encouter with Starhub -- to replace the faulty ONT.

that's unique. were you charged even though the ONT died a natural death? I ask out of curiosity because the other ISPs don't charge for replacement of their equipment at customer locations
(ONTs may have long life span, but it's still finite)

 

[xiaofan]

that's unique. were you charged even though the ONT died a natural death? I ask out of curiosity because the other ISPs don't charge for replacement of their equipment at customer locations
(ONTs may have long life span, but it's still finite)

They charge only the transportation charge of S$12.84 in my case. I think it is okay.

They will not charge the the Service Call base charge of S$40.66 in this case as the ONT died a nature death.

Just as a comparison, when I replaced Singtel ONT, I needed to go to Serv+ Orchard. Singtel does not require on-site visit for ONT replacement. Starhub requires on-site visit.

 

[loganrunning]

They charge only the transportation charge of S$12.84 in my case. I think it is okay.

They will not charge the the Service Call base charge of S$40.66 in this case as the ONT died a nature death.

Just as a comparison, when I replaced Singtel ONT, I needed to go to Serv+ Orchard. Singtel does not require on-site visit for ONT replacement. Starhub requires on-site visit.

Thanks for the clarification. Not the preferred outcome, but in dollar terms, not that significant a hit

 

[nomoreliaola]

just saw this sms,is it normal promotion? worth it? currently with m1 500

<Promo> Enjoy FREE 5 months 1Gbps Fibre Broadband with StarHub! At effective price of just $36.34/month, you will also get access to Disney+ till 22 Feb 2023 and a Free Smart WiFi router worth $199! Hurry, promotion ends 31 March 2022. T&C apply.


Read HWZ Forum Rules!

 

[xiaofan]

just saw this sms,is it normal promotion? worth it? currently with m1 500
<Promo> Enjoy FREE 5 months 1Gbps Fibre Broadband with StarHub! At effective price of just $36.34/month, you will also get access to Disney+ till 22 Feb 2023 and a Free Smart WiFi router worth $199! Hurry, promotion ends 31 March 2022. T&C apply.

Yes this is the current promotion listed on the website. It is a good offer.

The catch is that Smart Wifi (Nokia Beacon 1) is very bad (only worth S$40 in Carousell). So you may want to get a better router by yourself, or top up for the Smart Wifi Pro (Linksys MX4200 triband).

https://www.starhub.com/personal/broadband.html
24 months, 1Gbps
Limited time offer, for new sign-ups only

FREE 5 months
Disney+ on us
FREE Smart WiFi worth $199
Top up $4/month (U.P. $8/month) for Smart WiFi or $8/month (U.P. $16/month) for Smart WiFi Pro

$45.90 per month

 

[loganrunning]

Yes this is the current promotion listed on the website. It is a good offer.

The catch is that Smart Wifi (Nokia Beacon 1) is very bad (only worth S$40 in Carousell). So you may want to get a better router by yourself, or top up for the Smart Wifi Pro (Linksys MX4200 triband).

https://www.starhub.com/personal/broadband.html
24 months, 1Gbps
Limited time offer, for new sign-ups only

FREE 5 months
Disney+ on us
FREE Smart WiFi worth $199
Top up $4/month (U.P. $8/month) for Smart WiFi or $8/month (U.P. $16/month) for Smart WiFi Pro

$45.90 per month

just a thought experiment.

effectively $36.34/per month. This is a savings of $85.5 over 2 years, compared to the normal 39.90 rate

the question is, when contract ends, will it remain at 45.9? or down to the "normal" 39.9 (assuming no rate changes across the board).

if it stays at 45.9, and one jumps ship to another ISP at 39.9, then the savings will be used up for disconnection charge and activation fees to the new ISP (hopefully the new ISP will still hand out a router which can be sold to recoup some costs). not included is the overlapping service to ensure no down time.

If this is the case:
- if one is prepared to jump, then this is a good deal.
- if one prefers to stay (minimal disruption), then going for the "normal" 39.9 rate is the way.


Am pondering because I will be moving house around the end of my current contract.

 

[hereiam7788]

 

[Spongy]

My homehub contract just ended on Tuesday and I managed to terminate the cableTV. I signed up with StarHub the $39.90/mth promotion with 5 months free @ 1Gbps. No freebies but it worked for me as effective rate is $31.59/mth. With prices of almost everything going up, I just grab the best deal I can find.

 

[eting72]

My homehub contract just ended on Tuesday and I managed to terminate the cableTV. I signed up with StarHub the $39.90/mth promotion with 5 months free @ 1Gbps. No freebies but it worked for me as effective rate is $31.59/mth. With prices of almost everything going up, I just grab the best deal I can find.

u signed up at shop? do u use existing ONT?

 

[Spongy]

u signed up at shop? do u use existing ONT?

Went to StarHub shop to return the cableTV box from homehub. As the cableTV cancellation takes an hour to take effect, I left the shop and waited for the CSO to call me back. The sign up for broadband was done over the phone with the CSO. Existing ONT is being used.

 

[eting72]

Went to StarHub shop to return the cableTV box from homehub. As the cableTV cancellation takes an hour to take effect, I left the shop and waited for the CSO to call me back. The sign up for broadband was done over the phone with the CSO. Existing ONT is being used.

i see, thanks for info.

 

[asus83]

How is the Nokia Beacon II with WiFi 6 mesh router given by StarHub?

 

[vsvs24]

Went to StarHub shop to return the cableTV box from homehub. As the cableTV cancellation takes an hour to take effect, I left the shop and waited for the CSO to call me back. The sign up for broadband was done over the phone with the CSO. Existing ONT is being used.

Thanks for the info. The sign up for broadband offer is through 1630 sales hotline ?