Ok, so because Singtel refused to honour their advertised special (free modem/router) I switched everything to Starhub. Maybe I should have changed to M1
It seems Starhub likes to play the “old switcheroo”. As seen in the photo, the advertised package has fibre tv.
So the technician comes over today (Sept. 6, 2015) and tries to install the exact same cable tv box as the one I’m already using. So I asked why. The response was that my plan is cable tv, I have to specifically declare that I want fibre tv and that sales didn’t explain it to me.
Wait, what?! Seriously? Explain what? The “plan” is on a friggin’ flyer for cryin’ out loud. What’s to explain?!
So I call customer service and they basically said the same thing except in a condescending, “I know I’m right, so just take it” kinda attitude. So I got more mad and was rude and abrupt and got put on hold for what seemed like 30 minutes but probably only about 15. So he asked for my particulars and said a person from Sales will call me within 48 hours to solve the problem. Somehow it didn’t sit right with me so I went to the customer service centre where I signed up for the plan.
I was told the same thing, the plan’s sales rep didn’t tell you, explain to you blah blah. So I asked why call it a fibre plan and put fibre tv on the flyer? They’ve never once answered that. Instead kept shifting “blame” to Sales.Then they said they can’t do anything until my “order” is completed and it usually takes a week to close. Then they can reschedule another technician to install the fibre tv box. I’m getting pissed and I guess it showed so he muttered something to the effect that he will schedule it, then recanted and went to find the original sales guy. He came back and said the guy was unavailable and would call me back regarding rescheduling. What kinda lame crap is this?!
The original “sales person” contact me at around 8:00 pm to tell me that it was a miscommunication between us, that he apologizes and that he was talking about cable tv when we were discussing plans. Still trying to put the blame on me for not falling for their “bait and switch”. He promises to call me back tomorrow with a reschedule date. We’ll see….
As I’m reflecting on the day, I’m wondering why 2 employee’s of Starhub would discourage me from getting fibre tv by saying “in the event something happens to the fibre, then I lose both tv and internet.” Why would they say that? Why would Starhub advertise, in print, fibre tv in a bundle package and (up to this point) renege on the deal?
Something doesn’t seem right….we’ll see…
So I got a call from the sales rep (the same guy that signed me up with the plan) today (24 hours later). I was hoping for a resolution but no. Here’s what went down aside from being informed that they call fibre tv “IP TV”.
He informed me that I should keep the cable because the serial number of the set top box I refused to let them install is already entered into the system and he and his technician recommends it on the basis of:
- Fibre tv and cable tv has the same quality
- The tv must be within 5m of the fibre point or else I will be charged extra because they will need to install a new fibre point.
- Cable is more convenient because if I wanted to watch tv in another room I can just move the set top box. Not so with fibre tv.
- Fibre tv is connected with the fibre internet, so if 1 goes down, so does the other.
- Switching plans to fibre tv will disconnect my internet.
- There is a limitation difference on the number of set top boxes / connection points for fibre tv vs cable tv which makes cable tv better. There was a whole explanation on this but it didn’t make sense to me).
This just doesn’t make sense. If i wanted to watch tv in any other room I would still need a connection point (jack), right? Speaking so frequently of “if one goes down, then I lose the other too” is making me doubt the reliability of their service, are they really that bad? When I questioned the reluctance to fix the problem, he just told me the feedback of fibre tv customers indicate that cable is better. When asked how long my internet will be interuppted, no answer, twice. When asked when the technician will fix the problem, he didn’t know and spoke of a plan change. The call ended with no resolution whatsoever.
I’m still waiting for a call with the appointment date for the technician to install my fibre tv. As I’m still within the 48 hours resolution time frame I got yesterday, I won’t raise a ruckus yet.
OK. so 48 hours have come and gone, I emailed their customer service (Sept. 9, 2015) regarding my situation and requested an email with details regarding if they are billing me for tv and when the technician will come.
I got a call from the sales rep (Sept. 12, 2015) with the exact same bullshit as before…system this system that. Still no info whatsoever. I did get a somewhat tentative, “…give you a call Monday with scheduling details.”
It is now Tuesday afternoon (Sept. 15, 2015) still nothing. Let’s see what kinda trees I can rustle…
Finally, they sent out a guy to “install” fibre tv (Sept. 21, 2015). Basically, just plugging in the set top box to the tv, power outlet and modem/router. Not as sophisticated as what they make it out to be. So prior to this install, I received the bill in which they charged a full months use. When I called to inquire, they said that their billing cycle is such that they first bill is a “deposit” which will be refunded when the plan is finished. For some reason that seems kinda sketchy to me. But what else can i do, eh?!