My opinion on Vivifi
I switched to Vivifi, expecting a decent experience, but I couldn’t have been more disappointed. Was excited to try it out since it was a Singtel MVNO, expectations were that it should be at the bare minimum better than the other MVNOs. Unfortunately, my experience has been anything but positive. As someone who has used various telco services over the years, I can confidently say that Vivifi’s network doesn’t offer anything that makes it worth the switch. After several weeks of use, I found that the internet speeds were almost identical to what I had experienced with other providers. It’s almost the same as the other MVNOs, good in certain areas of Singapore, slower data speeds in certain other areas, dead during MRT rides.
*Pricing Doesn’t Add Up – Not Worth the Money*
The plan I used is the VIVIFI Vibe-5G - (110+100)GB, 300 mins, 100 SMS), for $17.50. Which is on a pricier side as compared to your other MVNO providers. Vivifi also don’t seem to offer any real incentives to stay. After looking into other telco companies, it became clear that I was paying a premium for a service that didn’t stand out in any meaningful way. So similar data speeds, much pricier plan…Verdict: Port-out and switch to another telco.
Here comes the frustration part:
*Extremely Frustrating Port-Out Experience with VIVIFI*
My experience trying to port out from VIVIFI was horrendous. Due to their unclear T&C, my port-out attempt failed twice, wasting a lot of my time and energy chasing down VIVIFI and the other involved telcos. The initial reason given by VIVIFI was an ID mismatch — which made absolutely no sense because I used Singpass for all my subscriptions. So what ID mismatch are we even talking about? After finally managing to get a proper response from VIVIFI, it turns out the issue wasn’t about ID at all — it was a payment-related problem. Apparently, VIVIFI does not prorate bills. So even if you only use the service for 2 days before porting out, you’re still charged for the entire month. They will lock your number and prevent you from porting out until you have the bill. This is also the same case if you port out before the billing date of 25th of the month…which means, they will lock you in, you have to pay the bill on the 25th, request port out, charge you the extra month, they port you out to the new telco. So it costs you an extra bill just to port out. Absolutely ridiculous and it feels like a trap — nowhere was this properly explained upfront. Customers deserve clear information, not unnecessary roadblocks and hidden charges just to leave a service.
*Completely Disappointed with Vivifi Customer Support – Unprofessional and Disrespectful*
Customer Service is a LETDOWN. I’ve had to contact their support team to assist with the porting out, and the experience has been underwhelming. After initially reaching out for assistance, I did receive contact from a customer service representative. However, my case quickly took a turn for the worse. The customer support did provide certain instructions that require me to provide documents via email and during the process of providing them and asking some questions, my email was blocked off as SPAM. WHAT IN THE??? My ticket was been closed without any resolution, and I had to open another ticket just to submit my documents. I understand some might say “you get what you paid for” True, I do not disagree. But BASIC CUSTOMER SERVICE ETIQUETTES. This is not the level of customer service that I expected. I have worked in customer service myself and have handled a wide range of difficult customers from Karens and unreasonable individuals to understandably frustrated ones whose issues stemmed from decisions made by upper management. However, I have NEVER CUT OFF A CUSTOMER ABRUPTLY. Their actions were so disrespectful and unprofessional that I can’t help but question how they are even qualified to work in customer service. It might be better for them to resign from their roles altogether if they cannot perform even the most basic duties expected in their line of work. All in all this is beyond unacceptable. It’s one thing to deal with a delayed response or lack of follow-up, but it’s entirely another to be actively ignored while leaving your customer hanging and not resolving the issue.
*My opinion? Choose Another Telco*
The bottom line is that Vivifi is not worth the switch, and in my opinion, it’s just another telco in a sea of competitors. There are plenty of other providers out there that offer better value for money, better customer service, and a better overall experience. Don’t waste your time with them.
