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Consumer complaints and reviews about Broadband

Michael Ye Send email
Oct 3, 2020

Inept handling of customer's requests

SingTel customer service is using this delay tactics to make the request longer than usual. One of many of my bad experiences with them is that they don't seem to understand my concerns whenever i called their customer service. They will at least transfer to 4 different parties until my request can be looked into.

This happened on October 03 2020. My home internet line got disconnected. I made sure there's no zero balance in the bills. When i called, they don't seem to understand my concerns even though there's a urgency for me to get back online. I had to at least explain the situation and provide personal info twice for them to validate my request until they gave me a bullshit WhatsApp number to contact another support team.

Ok, I'm connected to SingTel WhatsApp number with a bot. The bot will transfer to a human who asked me the same set of questions asked by customer service over the phone call earlier. Here is the ridiculous part. They can't check SingTel bills are paid or not. So asked me to email payment receipt to their team. So i forwarded SingTel email back to SingTel. Nothing happened. Still no internet. Used WhatsApp to ask what's going to happen. Mr. customer service asked me to wait until afternoon.

At noon, nothing happened. Mr.customer service on WhatsApp turned silence. Still no internet. In the past, it used to be smooth when i called SingTel and they helped me on the spot. They did deserve good credits for this. Now in 2020, it's changed. I don't know why. Could be cost cutting measures due to covid?

I hope they buck up in their communications efforts and improve the efficiency and timeliness of its response to issues like these. If they want to improve in customer service, they could always partner with SIA, DBS, UOB to learn from them.
JunT Send email
Sep 16, 2020


I recontract our office broadband for SGD89/- per month (on promotion) after Singtel sales person contacted me. The previous charge was SGD99/- per month.

To my surprised, in our 1st bill after recontract, the charges is SGD619.60 without any breakdown. I contacted Singtel (waste my time) and was told that the fee was pro-rated at market price of $756 which I was not informed about this at all. Common sense tells that for pro-rated sum it should be calculated based on SGD89/- instead of market price (which does not exist at all and the sales person did not mention it including in the renewal confirmation email). Although they will set off in the next bill, my point is why as a customer, we need to pay so much in advance to such a big company Singtel and then they will set off the bill next month. During this Covid-19 pandemic, cost is our concern. This method of billing is nonsense. The billing team and Singtel should look into this matter.

Dont offer a promotion with so much inconvenience and with hidden billing system.We only need a basic package for the office as most of us are working of home.

The sales person needs to communicate with transparency to the customers and not just to sell the product.

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