Communications Technical support from Starhub
I have encountered technical issues with Starhub on their TV and internet on many occasions. They could be due to the following:

a) Modem problem
b) Router problem
c) Set top problem.

It takes a long time to reach a technical staff, due to the pre-recorded messages in their call center system. 

They  should have given a separate number for technical support. Why not?

The process of trouble shooting is tiresome and confusing. They guide me on resetting the modem, router, set top box and checking the lights.

Because the devices are located on different floors of my home, it could be quite troublesome for me to help in the trouble shooting.

They could have sent me a video recording to explain how the devices are supposed to work and how to reset the devices. 

I wonder why they do not produce such a video guide? Even though the customer may have different brands of the devices, a generic video should be quite helpful.

Each time the technical staff guide me on resolving the problem, it could take half an hour or longer. This is time that the customer and their technical staff have to spend. 

No wonder other customers have to wait a long time for a technical staff to be available.

Actually, it is easier to ask the customer to use WhatsApp on their mobile phone to take a video of their devices. Starhub probably does not allow their technical staff to use their own phones. Why not?

Starhub has been in business for several decades. Their process of trouble shooting is still inefficient and tiresome.

I hope that Starhub can use my suggestion to improve their process of giving technical support.

Tan Kin Lian


 

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