StarHub MaxInfinity Fiber Optic - Experience

[pangolin123]

Hi, exactly the same problem as me. Intermittent connection issue thats what their customer service officer said when i mentioned about the problem. Sometime when i do the ping, it will be 100% no issue but occassionally will have few packet loss and websites will have connection issue when loading. This issues happens with both using router and when direcrtly connected to their ONT modem. So its their backend issue.

They will ask for your router mac id and once you give them, they fixed my issue within few hours and till now no issue.

yesterday night like 11-12pm+ okayokay, then i go sleep.
this morning again play the game
now 11:20am back to normal-ish
packets still getting lost sometimes :/

using direct ONT to my router. meaning no need give them my router's mac address. mfw i called and ask them if i need to give them, the CSO had problems understand wtf is an MAC address.

 

[luckyguitar]

Hi, exactly the same problem as me. Intermittent connection issue thats what their customer service officer said when i mentioned about the problem. Sometime when i do the ping, it will be 100% no issue but occassionally will have few packet loss and websites will have connection issue when loading. This issues happens with both using router and when direcrtly connected to their ONT modem. So its their backend issue.

They will ask for your router mac id and once you give them, they fixed my issue within few hours and till now no issue.

This is nothing new, they have had this issue for years now. I can almost assure you that this same problem will come back again. Another issue is their on and off latency spikes on some international routes. If you are going to access content or host servers overseas (video, gaming, fx, vpn etc), give them a miss and look elsewhere.

 

[diediex]

Guys quick question, what happen after my homehub subsciption expired? Current is home 200, which is ard 75 bucks after rental box and GST

If i recontact, i will have to pay 101 bucks, which i am reluctant to upgrade.

My home 200 expired 4 months alrdy, bill still the same 75 bucks ,, anyone know what may happen after this? will this 75 bucks continue infinitely?

 

[tungsten2]

Its just a contract to tie you down for 24 months. If they not charging you extra , just carry on.

If they decide to charge you extra, its your call to recontract / carry on / switch provider ( do this only when you are not a satisfied customer)

Sent from Samsung SM-G930F using GAGT

 

[legaltech]

Guys quick question, what happen after my homehub subsciption expired? Current is home 200, which is ard 75 bucks after rental box and GST

If i recontact, i will have to pay 101 bucks, which i am reluctant to upgrade.

My home 200 expired 4 months alrdy, bill still the same 75 bucks ,, anyone know what may happen after this? will this 75 bucks continue infinitely?

The HomeHub plans' T&Cs remain silent on what happens after 24 months, probably giving them flexibility to decide whether to up the monthly subscription or not. This is not the case for pure broadband subscription as there's a clause stating the discount will apply for 24 months only and thereafter they will charge prevailing rates.


Which plan would amount to 101 bucks? In the time leading up to the end of my contract and after that, there were offers to re-contract and some of them actually would end up cheaper than what I'm paying for homehub 200.

Welcome to the club still clinging on to HomeHub 200... I'm hesistant to re-contract since I'm fearful of the downtime or horrors experienced by the many that have succumbed to the lure of the "cheap 1GBps" re-contracts...ppl say boh-hua to pay $76 for 200, but with 3 heavy streamers at home including the use of Airplay, I only occasionally suffer from buffering issues.

 

[diediex]

The HomeHub plans' T&Cs remain silent on what happens after 24 months, probably giving them flexibility to decide whether to up the monthly subscription or not. This is not the case for pure broadband subscription as there's a clause stating the discount will apply for 24 months only and thereafter they will charge prevailing rates.


Which plan would amount to 101 bucks? In the time leading up to the end of my contract and after that, there were offers to re-contract and some of them actually would end up cheaper than what I'm paying for homehub 200.

Welcome to the club still clinging on to HomeHub 200... I'm hesistant to re-contract since I'm fearful of the downtime or horrors experienced by the many that have succumbed to the lure of the "cheap 1GBps" re-contracts...ppl say boh-hua to pay $76 for 200, but with 3 heavy streamers at home including the use of Airplay, I only occasionally suffer from buffering issues.

$101 (88.80+6+GST) is for home 1000, 1GBPS connection, but I feel like home 200 is good enough for me (nice hill climbing speed and very nice gaming pings). Last week got a call from a starhub salesperson saying i m in a "leniency" period not to charge me extra while i re-contract to their home 1000. Not sure if its a threat or a marketing ploy? I don't want to have a rude shock at my bill haha.

Starhub only offers 500MBPS and 1GBPS now. (only 1GBPS has promo now, free 3months)

In fact If I take M1 300MBPS bundle with Starhub TV ala carte, it will only cost me $65 with rental box and GST, $11 cheaper from my current bill and 100MBPS upgrade. But like you mention, inertia and fearful of m1 service quality.

May i know how long has it been since ur contract expired?

 

[legaltech]

$101 (88.80+6+GST) is for home 1000, 1GBPS connection, but I feel like home 200 is good enough for me (nice hill climbing speed and very nice gaming pings). Last week got a call from a starhub salesperson saying i m in a "leniency" period not to charge me extra while i re-contract to their home 1000. Not sure if its a threat or a marketing ploy? I don't want to have a rude shock at my bill haha.

Starhub only offers 500MBPS and 1GBPS now. (only 1GBPS has promo now, free 3months)

In fact If I take M1 300MBPS bundle with Starhub TV ala carte, it will only cost me $65 with rental box and GST, $11 cheaper from my current bill and 100MBPS upgrade. But like you mention, inertia and fearful of m1 service quality.

May i know how long has it been since ur contract expired?

I suspected you were referring to HomeHub 1000 but was wondering where the extra $7/8 came from. All the mailers I got for re-contracts included GST in the price, and it's also stated in their current Hubbing brochure!

Been more than half a year since the expiry of my minimum contract period, but like i said, it's silent on what happens after 24 months, so every couple of months I'm checking my bill as I use GIRO.

I won't say it applies to all Starhub staff, but I've been on the receiving end of staff capable of putting in false remarks in their system to cover their actions - kenna backdated charges for services as one staff lied on their system wrt to VAS for the home line. Another group are the first line support staff unequipped with the information to answer basic queries and they anyhow humtum a response, probably to get the ticket out of their Q.

The sales staff that handled my renewal back then was actually very good - he wasn't an actual Starhub staff but a third party hired to only do re-contracts over the phone. Guess that's not the case anymore post their organisational shake up.

It's a big mystery if one can still sign up for Cable TV alone - they've removed the announcement on their Support page regarding the ending of it in 2020... maybe they've managed to agree on an extension for their network lease!

m1 is cheap, but I don't like it when their website has almost no self-service support information.

Anyway, my advice is to call 1630 for any sales matters and not 1633. See http://www.starhub.com/personal/support/contact-us.html. I'm not upset with their infrastructure but with existing staff...

 

[Fellowes]

I have intermittent connection issue after upgrading from 500 to 1Gbps Fiber. I call StarHub CSO a lot of times telling them, I even switch to my own Asus N66U router and even StarHub send technician down to my house with a new Dlink 868 router. In the end not equipment failure.

It's because of the IP address assignment at their backend network, if they assign 58.xxx.xx.xx to my black ONT, then test direct laptop to ONT and ping and speedtest, it will work initially then all down to "resolving host" or "connection" and ping packet become "request time out"

Then the StarHub technical call and ask backend to reset my IP and assign new IP address to me, after 4 hours of continue switching IP address to my black ONT then it resolve my issue, in the end assign to 116.xxx.xx.xx and the StarHub technican test 2 Dlink 868L (my existing and he also brought a new one) + my own Asus router.

Plug in the Dlink to ONT auto assign WAN DHCP IP address and test router LAN to my laptop, ping and after awhile receiving and drop to "request time out" after like 50 hops of ping. In the end he call back StarHub backend and ask them reassign another new IP from different class to Dlink router then work again.

Same goes to my Asus N66U, auto assign WAN IP DHCP address from ONT to my N66U connected but ping "request time out" and "resolving host" in the end, he call back to reassign IP and it working again and switch DNS to Google 8.8.8.8/8.8.8.4.

He told me call CSO no use, they will say everything works fine due to their auto assignment of IP, connection is stable to them when they check from their side but actual fact at site (customer home) is: "connecting", "resolving host" and ping "request time out".

In conclusion: IP address assignment issue. Starhub technican give me 4 list of IP address before he left, if "resolving host" again login my router and manually assign these ip and try again. He say this issue cannot be resolve totally.

 

[ahber79]

I have intermittent connection issue after upgrading from 500 to 1Gbps Fiber. I call StarHub CSO a lot of times telling them, I even switch to my own Asus N66U router and even StarHub send technician down to my house with a new Dlink 868 router. In the end not equipment failure.

It's because of the IP address assignment at their backend network, if they assign 58.xxx.xx.xx to my black ONT, then test direct laptop to ONT and ping and speedtest, it will work initially then all down to "resolving host" or "connection" and ping packet become "request time out"

Then the StarHub technical call and ask backend to reset my IP and assign new IP address to me, after 4 hours of continue switching IP address to my black ONT then it resolve my issue, in the end assign to 116.xxx.xx.xx and the StarHub technican test 2 Dlink 868L (my existing and he also brought a new one) + my own Asus router.

Plug in the Dlink to ONT auto assign WAN DHCP IP address and test router LAN to my laptop, ping and after awhile receiving and drop to "request time out" after like 50 hops of ping. In the end he call back StarHub backend and ask them reassign another new IP from different class to Dlink router then work again.

Same goes to my Asus N66U, auto assign WAN IP DHCP address from ONT to my N66U connected but ping "request time out" and "resolving host" in the end, he call back to reassign IP and it working again and switch DNS to Google 8.8.8.8/8.8.8.4.

He told me call CSO no use, they will say everything works fine due to their auto assignment of IP, connection is stable to them when they check from their side but actual fact at site (customer home) is: "connecting", "resolving host" and ping "request time out".

In conclusion: IP address assignment issue. Starhub technican give me 4 list of IP address before he left, if "resolving host" again login my router and manually assign these ip and try again. He say this issue cannot be resolve totally.

So how to resolve this issue forever? Change provider? What is your intermittent connection issue about? On wireless?

 

[boonkang]

I have intermittent connection issue after upgrading from 500 to 1Gbps Fiber. I call StarHub CSO a lot of times telling them, I even switch to my own Asus N66U router and even StarHub send technician down to my house with a new Dlink 868 router. In the end not equipment failure.

It's because of the IP address assignment at their backend network, if they assign 58.xxx.xx.xx to my black ONT, then test direct laptop to ONT and ping and speedtest, it will work initially then all down to "resolving host" or "connection" and ping packet become "request time out"

Then the StarHub technical call and ask backend to reset my IP and assign new IP address to me, after 4 hours of continue switching IP address to my black ONT then it resolve my issue, in the end assign to 116.xxx.xx.xx and the StarHub technican test 2 Dlink 868L (my existing and he also brought a new one) + my own Asus router.

Plug in the Dlink to ONT auto assign WAN DHCP IP address and test router LAN to my laptop, ping and after awhile receiving and drop to "request time out" after like 50 hops of ping. In the end he call back StarHub backend and ask them reassign another new IP from different class to Dlink router then work again.

Same goes to my Asus N66U, auto assign WAN IP DHCP address from ONT to my N66U connected but ping "request time out" and "resolving host" in the end, he call back to reassign IP and it working again and switch DNS to Google 8.8.8.8/8.8.8.4.

He told me call CSO no use, they will say everything works fine due to their auto assignment of IP, connection is stable to them when they check from their side but actual fact at site (customer home) is: "connecting", "resolving host" and ping "request time out".

In conclusion: IP address assignment issue. Starhub technican give me 4 list of IP address before he left, if "resolving host" again login my router and manually assign these ip and try again. He say this issue cannot be resolve totally.

Appreciate your effort in writing the above post. But...

After reading your above post several times, it's still not very clear to me what exactly you're trying to say.

From your previous post, are you saying that:

(1) Starhub fibre can't provide a constant & stable Internet connection -- so will forever has problem(s)?

(2) Release currently assigned WAN IP & renew/change to another WAN IP (of different range) will restore Internet connectivity -- BUT only works for a period, then Starhub fibre Internet connectivity problems will (always) come back again?

(3) Regardless Starhub fibre Internet is working OK or not, we should always use 3rd party DNS like Google/OpenDNS?

From your previous post, it seems above points (1), (2) & (3) are what you're trying to say.
If I'm wrong regarding any above points (1), (2) & (3), kindly correct me.

Also, which part of Singapore are you located?

Thanks.

 

[derrickgoh]

Well there are seriously 2 camps lah. One which say until damn jialat. Slow lah, connection issue lah. Another camp which says ok as long as dont use starhub's own router.

I dunno lah. As starhub is pulling the plug on its cable tv, i only have 2 options. Switch to starhub fibre BB then switch my cable tv plan to fibre tv plan. Or jump to singtel fibre & singtel tv.

Am no expert nor do i know the cause if its really user problem or not. But comparing the posts on starhub FB with singtel FB, sure seems like starhub had lots more issues with their fibre BB.

For me, i've been w starhub cable tv since it was spore cable vision. So switching to their fibre BB & TV makes sense & is i presume a smoother transition. But there's always the fear of connection & speed issues.

Anyone here using Asus router with Starhub's ONT? Im using AC88 & currently with viewqwest.

Sigh so many differing views really dunno to go Singel or Starhub. If not for the stupid 2 years contract i can still trial & error. I dont game or host sites. Just web browsing, youtube & downloading videos. Most important is stability i.e. Dont everytime connection problem. And of course speed must be decent. Im on cat 6 direct connection & if its 1 gbps plan i feel minimum should be 800 mbps, dont get some sh*tty 500 or 600 mbps.

 

[Fellowes]

So how to resolve this issue forever? Change provider? What is your intermittent connection issue about? On wireless?

It's on both direct ONT and Router
1. ONT to laptop via LAN
2. Wireless Router to Laptop/iPad/smartphones via WiFi

All having intermittent issue, initially connect it will work just fine then after like 1 to 2 minutes it will stop working and go website, browser will state "connecting" or "resolving host". If try ping same time, it will ping Google.com just fine but after 1 minute it will have "request time out" then receiving ping and later "request time out" again.

During the phase that is receiving ping, the website will load just fine, once it "request time out" then browser will not load to any website and show "resolving host" again. That my issue.

 

[Fellowes]

Appreciate your effort in writing the above post. ButAfter reading your above post several times, it's still not very clear to me what exactly you're trying to say.

From your previous post, are you saying that:
(1) Starhub fibre can't provide a constant & stable Internet connection, so will forever has problem(s)?

(2) Release currently assigned WAN IP & renew/change to another WAN IP (of different range) will restore Internet connectivity -- BUT only works for a period, then Starhub fibre Internet connectivity problems will (always) come back again?

(3) Regardless Starhub fibre Internet is working OK or not, we should always use 3rd party DNS like Google/OpenDNS? From your previous post, it seems above points (1), (2) & (3) are what you're trying to say. If I'm wrong regarding any above points (1), (2) & (3), kindly correct me. Also, which part of Singapore are you located?

1. To a certain extend, yes.

2. It will work just fine after I assign the IP address to my router manually with the given IP address from the technican.

If I select auto WAN IP on my router WAN setting, StarHub will give me random assigned IP address at 116.xxx.xx.xx, it will not work. Connected but "resolving host" and ping all "request time out" therefore I manually assign WAN IP for my Asus router to 222.xxx.xx.xx and Google DNS.

Same for my black ONT to laptop (Direct ONT port 1 to my laptop LAN port), once plug in it will auto assign IP, my case it auto assign 58.xxx.xx.xx
it will not work, connected but "resolving host" and ping all "request time out".

Therefore I go my laptop network setting and manually assign IP to 116.xxx.xx.xx then it will work just fine and get the 940mbps when I do speedtest, no more "resolving host" and ping Google will all receive packets even after 200hops.

3. East Side.

 

[Fellowes]

The StarHub technican said that there are some block of bad IP address from StarHub backend that still being use for auto IP assignment to users, they reported a lot of times but no action taken as there are a number of users having this same issue.

Until the block of bad IP address range is remove from StarHub backend, unlucky users that get that block of bad IP range will keep having connection issues. Those in the range of good auto assigned IP address no issue at all. What's the bad range or good range idk, he never tell me.

That why he test for 4 hours with many different classes of IP (class A, B and C) from my home, he keep calling StarHub backend to reset my ONT and router IP until it never show "request time out" when ping google.com running up to 200hops without dropping any packets then he write down on a paper for me the 4 specific IP address that work for my network and indeed only these 4 IP works.

If I purposly select back auto WAN IP be it on router setting or direct ONT to laptop under network setting to Auto DHCP it stop working, all "resolving host" on browser forever never load a simple Google.com and ping all "request time out". Lol.

After wasting 30min testing the ONT, 3 routers (2 868L and 1 N66U) none of my equipment actually spoilt, is the IP address issue he said. He came at 2pm and left my house at 6.30pm and he even call and postponed the next customer fiber setup appointment which is actually at 5pm.

As long as I stick to any of the 4 manually assigned IP address, the issue won't come back.

 

[LiLAsN]

This is the very reason why nobody should ever go with Starhub.
Using outdated infrastructure and hardware that can't even cope with today's standards, demands and increased usage of the internet.
Do think twice before jumping to a company that uses old hardware and yet demands the same price plans as other ISPs.

http://www.channelnewsasia.com/news/singapore/starhub-s-2016-service-outages-not-due-to-ddos-attacks-imda-8779926

 

[derrickgoh]

The StarHub technican said that there are some block of bad IP address from StarHub backend that still being use for auto IP assignment to users, they reported a lot of times but no action taken as there are a number of users having this same issue.

Until the block of bad IP address range is remove from StarHub backend, unlucky users that get that block of bad IP range will keep having connection issues. Those in the range of good auto assigned IP address no issue at all. What's the bad range or good range idk, he never tell me.

That why he test for 4 hours with many different classes of IP (class A, B and C) from my home, he keep calling StarHub backend to reset my ONT and router IP until it never show "request time out" when ping google.com running up to 200hops without dropping any packets then he write down on a paper for me the 4 specific IP address that work for my network and indeed only these 4 IP works.

If I purposly select back auto WAN IP be it on router setting or direct ONT to laptop under network setting to Auto DHCP it stop working, all "resolving host" on browser forever never load a simple Google.com and ping all "request time out". Lol.

After wasting 30min testing the ONT, 3 routers (2 868L and 1 N66U) none of my equipment actually spoilt, is the IP address issue he said. He came at 2pm and left my house at 6.30pm and he even call and postponed the next customer fiber setup appointment which is actually at 5pm.

As long as I stick to any of the 4 manually assigned IP address, the issue won't come back.

So the question is why only starhub has this problem?

 

[tungsten2]

Have you put these 2 settings in the dir-868l router
1. Under parental control, use the Opendns@familyshield
2. MTU size set to 1398

For the Asus N66Urouter,
when using asus router with starhub, you need to change the mode of DHCP query at WAN side to normal mode instead of aggressive mode, if not your WAN ip will be dropped totally

Sent from Xiaomi MI 3W using GAGT

 

[LemonT]

The StarHub technican said that there are some block of bad IP address from StarHub backend that still being use for auto IP assignment to users, they reported a lot of times but no action taken as there are a number of users having this same issue.

Until the block of bad IP address range is remove from StarHub backend, unlucky users that get that block of bad IP range will keep having connection issues. Those in the range of good auto assigned IP address no issue at all. What's the bad range or good range idk, he never tell me.

That why he test for 4 hours with many different classes of IP (class A, B and C) from my home, he keep calling StarHub backend to reset my ONT and router IP until it never show "request time out" when ping google.com running up to 200hops without dropping any packets then he write down on a paper for me the 4 specific IP address that work for my network and indeed only these 4 IP works.

If I purposly select back auto WAN IP be it on router setting or direct ONT to laptop under network setting to Auto DHCP it stop working, all "resolving host" on browser forever never load a simple Google.com and ping all "request time out". Lol.

After wasting 30min testing the ONT, 3 routers (2 868L and 1 N66U) none of my equipment actually spoilt, is the IP address issue he said. He came at 2pm and left my house at 6.30pm and he even call and postponed the next customer fiber setup appointment which is actually at 5pm.

As long as I stick to any of the 4 manually assigned IP address, the issue won't come back.

Do not configure your WAN IP address manually as it will cause random intermittent disconnection to you and others if someone else uses the same IP address that's dynamically assigned by StarHub

 

[Fellowes]

Do not configure your WAN IP address manually as it will cause random intermittent disconnection to you and others if someone else uses the same IP address that's dynamically assigned by StarHub

The 4 IP is block by StarHub for me to use, nobody will be using it as I confirm with them again yesterday since yesterday got "resolving host" issue again. Today they call back and say network engineer have optimised from the backend for my connection, ask me restart ONT and Router.

 

[derrickgoh]

This is the very reason why nobody should ever go with Starhub.
Using outdated infrastructure and hardware that can't even cope with today's standards, demands and increased usage of the internet.
Do think twice before jumping to a company that uses old hardware and yet demands the same price plans as other ISPs.

http://www.channelnewsasia.com/news/singapore/starhub-s-2016-service-outages-not-due-to-ddos-attacks-imda-8779926

I am no network genius and all these terms mean squat to me. All I know is when I read threads for other ISPs, I never see such issues about what DNS not enough lah, cannot use Starhub's own DNS lah, should use Norton DNS instead lah, IP address got problem lah, etc etc. I guess if one is network savvy ok lah. Can go with Starhub then when cork up occurs can go & slowly troubleshoot. And when their CSO try to smoke you, you can call their bluff.

But I'm not network savvy and have better things to do then trying to figure out DNS or IP address or what not by trial and error. So clearly Starhub is not the one for me.

Sure, no ISP is perfect but what I'm saying is, no one else seems to be having similar problems as Starhub be it DNS, IP or what not.