Traumatised experience with Starhub, M1 & Netlink Trust

[Mclairs83]

Bear with me abit WOT.

As contract ending with MyRepublic on 24th May, i've decided to switch over to M1. Registered online via M1 site and went down last Wednesday to applied.

@M1 Shop nex:

1) Staff claim that the both of my ports on my TP point. M1 suggest me to pay another TP point installation on my new BTO which i move in less than 2.5yrs due to Starhub/Netlink screwed up. which i don't want to pay at all.

CSO suggest me to call Netlink to check.

Called Netlink, CSO Melvin checked that the other port is being used by Starhub. Which totally not true as i'm the first owner of the house, no tenants at all, and i didn't subscribe to any Starhub services before. Ask me to head back to M1 and ask them to resolve this for me.

M1 CSO on the spot and insist me to go over to Starhub and check whether there is any services tag under my name.

So LPPL. There's nothing much i could do. I went over to Starhub, Starhub CSO checked that, my name is inside the Starhub, but there is no services tagged to them. WEIRD OR NOT?

So end up calling to Starhub:

1) Expained to starhub CSO Lurvie about my situation on Wednesday and she will escalate to the relevant dept to release the port.

2) Friday received a call from Starhub that they claimed that the port is released and i'm ready to register for another fibre broadband services.

Yesterday (Wednesday) went back down to M1 Shop nex. (Why i took so long because i was down on viral fever and throat infection)

1) M1 staff still claim that the port is still used by Starhub.

2) Telling me Netlink Trust database still not updated, hence could not allocate me an installation date. ask me to wait for their call.

So i thought Netlink Trust would be fast, as its just a process, release the port and voila done. Went back home and wait.


Today (20/05):

1) Received a call from M1, CSO told me that Netlink Trust will need to take AT LEAST 40 days, to resolve this matter.

Can you believe it? We lived in first world country, and yet big company like Netlink Trust can take 40 days to resolve this simple matter. M1 CSO has also told me that she have already put on urgent request on this hopefully by 20 days they will revert the situation and plan an installation date for me.

and this wasn't in my fault in the first place at all. Why consumer like me are being blamed for this?

Is there any hotline for Netlink Trust i can called? I call their 65634273, its all voice automated system and no live person i can talk to.

 

[keigo]

They have to physically find your fibre and unplug starhub one and plug in m1 fibre.

Besides they have alot of backlog also.

 

[tkl23786]

So, let me get this straight.

Your Port 1 of the FTP is being used currently by MR.

You want to change RSP to M1.

Since your Port 1 is being used by MR, M1 has to use Port 2 to provision internet connectivity for you.

Because Port 2 is being involved, the whole saga started.

There are many problems with the Port 2 activation, if your check the multiple threads about changing RSP and Port 2 activation.

My suggestion is why not just finish your contract with MR and terminate with them. MR will release Port 1. You can schedule with M1 with the installation of their services using Port 1 which will be released by MR once you terminate services with them.

If you coordinate the termination of MR and installation of M1 on the same day, or within 1 day apart, you can have the internet connectivity set-up with minimal disruption to your internet connection.

Just my piece of advice.

 

[yusoffb01]

Is traumatised Experience getting better now? Hope he's ok

 

[Mclairs83]

So, let me get this straight.

Your Port 1 of the FTP is being used currently by MR.

You want to change RSP to M1.

Since your Port 1 is being used by MR, M1 has to use Port 2 to provision internet connectivity for you.

Because Port 2 is being involved, the whole saga started.

There are many problems with the Port 2 activation, if your check the multiple threads about changing RSP and Port 2 activation.

My suggestion is why not just finish your contract with MR and terminate with them. MR will release Port 1. You can schedule with M1 with the installation of their services using Port 1 which will be released by MR once you terminate services with them.

If you coordinate the termination of MR and installation of M1 on the same day, or within 1 day apart, you can have the internet connectivity set-up with minimal disruption to your internet connection.

Just my piece of advice.

I have already asked M1. They said, it will take even longer to do it. Doesn't mean u terminate with MR, MR will immediate release the port. it will still take time.

i don't see why with 2 ports on TP point and they still have problems here n there.

 

[LonelyMan]

Why don't u send an email to IDA to clarify the issue? There should be some SOP to get things done on the backend.

 

[Mclairs83]

Why don't u send an email to IDA to clarify the issue? There should be some SOP to get things done on the backend.

Email?

I need someone to talk me what's going on... i hate drafting email and end up getting a template reply.

 

[jury_pack]

Well, sadly to say, is because of the incompetency of OpenNet, and because as you stated StarHub screwed you up 2 and half years ago, there is nothing much can be done, you can only wait, and email Ida to get things done a bit faster.

 

[tkl23786]

I have already asked M1. They said, it will take even longer to do it. Doesn't mean u terminate with MR, MR will immediate release the port. it will still take time.

i don't see why with 2 ports on TP point and they still have problems here n there.

I think you should ask MR about the releasing of Port 1 upon termination. Many RSPs are able to release the Port within a few hours (or 1 day) after termination. It is better to coordinate the releasing and taking-over of the port than to wait for donkey years for Port 2 issue to be resolved. If you wait for Port 2 to be activated, you will need to continue with MR beyond the contract and pay for the "extra" time you are using MR's services before M1 is able to use Port 2 and provision their internet for you.

By default, only Port 1 is activated on the FTP.
Doesn't mean there are 2 ports on the FTP and both are activated and ready to be used.

I have experienced the Port 2 issue as well when I changed RSP.
In the end, I waited for the contract to finish and Port 1 released before the new RSP took-over Port 1. I terminated the old RSP in the evening (making sure Port 1 has been released) and scheduled the new RSP to take-over Port 1 in the next morning.

Just more insight for your consideration.

 

[Henry Ng]

Bear with me abit WOT.

As contract ending with MyRepublic on 24th May, i've decided to switch over to M1. Registered online via M1 site and went down last Wednesday to applied.

@M1 Shop nex:

1) Staff claim that the both of my ports on my TP point. M1 suggest me to pay another TP point installation on my new BTO which i move in less than 2.5yrs due to Starhub/Netlink screwed up. which i don't want to pay at all.

CSO suggest me to call Netlink to check.

Called Netlink, CSO Melvin checked that the other port is being used by Starhub. Which totally not true as i'm the first owner of the house, no tenants at all, and i didn't subscribe to any Starhub services before. Ask me to head back to M1 and ask them to resolve this for me.

M1 CSO on the spot and insist me to go over to Starhub and check whether there is any services tag under my name.

So LPPL. There's nothing much i could do. I went over to Starhub, Starhub CSO checked that, my name is inside the Starhub, but there is no services tagged to them. WEIRD OR NOT?

So end up calling to Starhub:

1) Expained to starhub CSO Lurvie about my situation on Wednesday and she will escalate to the relevant dept to release the port.

2) Friday received a call from Starhub that they claimed that the port is released and i'm ready to register for another fibre broadband services.

Yesterday (Wednesday) went back down to M1 Shop nex. (Why i took so long because i was down on viral fever and throat infection)

1) M1 staff still claim that the port is still used by Starhub.

2) Telling me Netlink Trust database still not updated, hence could not allocate me an installation date. ask me to wait for their call.

So i thought Netlink Trust would be fast, as its just a process, release the port and voila done. Went back home and wait.


Today (20/05):

1) Received a call from M1, CSO told me that Netlink Trust will need to take AT LEAST 40 days, to resolve this matter.

Can you believe it? We lived in first world country, and yet big company like Netlink Trust can take 40 days to resolve this simple matter. M1 CSO has also told me that she have already put on urgent request on this hopefully by 20 days they will revert the situation and plan an installation date for me.

and this wasn't in my fault in the first place at all. Why consumer like me are being blamed for this?

Is there any hotline for Netlink Trust i can called? I call their 65634273, its all voice automated system and no live person i can talk to.

Just call their hotline and then press 1 for
English then 1 again then they will ask u question and then you press the answer accordingly. Their email is just a simple form to fill up and a simple message to tell them what is the issue. If you want to talk to a person just request a call back with your mobile number in the message box.

 

[Mclairs83]

I think you should ask MR about the releasing of Port 1 upon termination. Many RSPs are able to release the Port within a few hours (or 1 day) after termination. It is better to coordinate the releasing and taking-over of the port than to wait for donkey years for Port 2 issue to be resolved. If you wait for Port 2 to be activated, you will need to continue with MR beyond the contract and pay for the "extra" time you are using MR's services before M1 is able to use Port 2 and provision their internet for you.

By default, only Port 1 is activated on the FTP.
Doesn't mean there are 2 ports on the FTP and both are activated and ready to be used.

I have experienced the Port 2 issue as well when I changed RSP.
In the end, I waited for the contract to finish and Port 1 released before the new RSP took-over Port 1. I terminated the old RSP in the evening (making sure Port 1 has been released) and scheduled the new RSP to take-over Port 1 in the next morning.

Just more insight for your consideration.

Thanks. Will highlight to M1 & MR on this situtation.

 

[bakashi]

@TS
After u dialled 65634273 and know the status, stay on the line. It will prompted u to enter an option to speak to an operator.

 

[Mclairs83]

@TS
After u dialled 65634273 and know the status, stay on the line. It will prompted u to enter an option to speak to an operator.

tried. after everything, either i press 1 to repeat or press 9 to main menu. =\

 

[Henry Ng]

tried. after everything, either i press 1 to repeat or press 9 to main menu. =\

Then just email to them to ask them to return call to you.

 

[bakashi]

tried. after everything, either i press 1 to repeat or press 9 to main menu. =\

Yes, after that, "Please press #" to end the call...
"To speaker to our CSO" Please press 0.

Have to wait til next prompt.

I choose option 1 all the way until it ask me for postal code

 

[LonelyMan]

Email?

I need someone to talk me what's going on... i hate drafting email and end up getting a template reply.

1800 211 0777
ida_qsm@ida.gov.sg

 

[Mclairs83]

Called up NLT.

NLT claim that port is still hold by Starhub.

Called Starhub, CSO claim that i never hold any services in Starhub.


Ask both of them to give me black and white, so that i can fire at relevant dept.

 

[JeNoVa-IcHiGo]

Called up NLT.

NLT claim that port is still hold by Starhub.

Called Starhub, CSO claim that i never hold any services in Starhub.


Ask both of them to give me black and white, so that i can fire at relevant dept.

Its a NLT issue/NLT requirement that when service has been terminated, that the previous RSP holds on to the port for 2 weeks-3 months(I can't rmb, refer to the official documents for info).

 

[Mclairs83]

Its a NLT issue/NLT requirement that when service has been terminated, that the previous RSP holds on to the port for 2 weeks-3 months(I can't rmb, refer to the official documents for info).

I called MyRepublic, they mentioned once the person send a termination and on the final day of service, they will send in the port release to NLT.

NLT mentioned that once they received port release from RSP, they will update and release it from the database within 3 working days.

 

[jaloon]

Called up NLT.

NLT claim that port is still hold by Starhub.

Called Starhub, CSO claim that i never hold any services in Starhub.


Ask both of them to give me black and white, so that i can fire at relevant dept.

Just FYI, previously MyRepublic was using Nucleus Connect (related to Starhub) as the OpCo. So you should be contacting MyRepublic who should in turn contact Nucleus Connect to release the port.