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Starhub
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gravity8888
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09-Apr-2019 11:48
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Will Starhub be another fallen star like hyflux"? | ||||
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runaway
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08-Apr-2019 06:49
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This IVR System is a must in today&rsquo s digital world. It aims to filter out commmon enquirers and those that can be answered by a database. Without it, callers who wish to speak to a customer officer would need to wait a lot longer. It is not perfect and can be frustrating, but a necessity to handle a large customer base. If one is rich, he can have a private line to his personal banker, or he can own a Telco so he can call his head of IT directly. Lets focus our talk on share - bear vs bull. |
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Qanghoo
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07-Apr-2019 20:10
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This thing abt automated voice systems asking customers to key NRIC is so commonly practised, not only Starhub (maybe INCOME too). Worse is, they not only programme phone systems to ask customers for NRIC Nos, but when the customer service officer starts talking to the customer, the customer is again asked for his NRIC. N it' s not done by one org. It' s a prevalent rubbish that no one bothers to review why it is that way. I' ve complained enough abt this already, but no one bothers. Seems that' s what customer service is all abt.
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Belteshazzar
Master |
07-Apr-2019 18:09
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Kp always delight customer, u must know who to complain
But not delight shareholder in the short term. |
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runaway
Senior |
07-Apr-2019 17:18
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When a customer complains, it is a good sign. This is because he still wants to be your customer, but he wants you to improve on your services. He is giving you a chance. If you so hate a supplier, you will not bother to make a complain. You simply switch to another. Mr Tans problem is not new, it happened to me a few times. As an IT person myself, we cannot fault the technical service to first request you to try the simplest test, and that is to switch on and off of all the devices. Oftentimes, the problem will just go away by doing this easiest and simplest step. I say the same thing to my wife when she complains of mobile problems. The Internet is like our traffic. During peak hours, it can be heavy and the speed will be affected. Try it next time at the Jackie Chan Concert and you know what I mean. Trouble shooting of speed issue can be difficult. If everything seems working fine and the speed is still not right, you can request the Technical Service to assign you a new IP address. There is no guaranteed but oftentimes, it works after changing the IP. |
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Belteshazzar
Master |
07-Apr-2019 16:00
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www.facebook.com/kinlian
Monday, September 10, 2018 Great response from CEO of Starhub 1. I sent this email to the new CEO of Starhub: Dear Mr. Kaliaropoulos, I have been a loyal Starhub customer for over two decades. I congratulate you on your appointment as CEO of Starhub. I wish to give you this feedback. I hope that you can get your customer service head to improve the situation. http://tklcloud.com/Feedback/feedback2.aspx?id=321 2. I received a reply within two hours. Dear Mr. Tan Kin Lian, Thank you for your feedback and I am sorry for your frustration with our Call Centre experience. Totally understand your point of view and admit, that we must find an easier, customer friendly manner to communicate in a timely fashion versus what you and other customers experience. I have asked the Head of our Customer Experience Team to review these practices, scripts and approach when customers call us. I sincerely thank you for reminding how our customer service should be. We will address and make the necessary changes. Warmest Regards Peter K |
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Belteshazzar
Master |
07-Apr-2019 15:54
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From
Tan Kin Lian is a Singaporean businessman and social activist, and former Chief Executive Officer of NTUC Income 08 Sep 2018 Let me start by saying that the service provided by the call center and technical staff of Starhub is good. However their operating process is terrible. I hope that the new CEO can get someone to contact me. I called Starhub 1633 yesterday because the internet is very slow. It was painful to get through to the call center. I have to hear all kinds of irrelevant messages and promotions. They do not apply to me. I just needed to talk to a technical person. After wasting a lot of time listening to the irrelevant messages, I have to enter my 7 digit NRIC (which was no problem) and to authenticate it with my date of birth in DDMMYY format. I got the date of birth wrong and by my mistake, I was thrown out of the automated conversation. Why is it necessary for me to enter my NRIC and my date of birth for authentication? I am not asking to make any transaction. I am only reporting a problem. I called again, and after wasting a lot of time, I manage to speak to someone. They arranged for a technical staff to call me back a hour later. The technical staff assumed that my devices were not working. I had to turn off the modem and three routers for a few minutes and restart them again. My devices are located on three floors. Why do they assume that my devices were not working? Could they check if there was some problem with their network? Is the traffic slow due to the rain or some faulty device in their network? After going through the resetting, my internet speed is still slow, less than 10 Mbps. Fortunately, I have by now learned about the speed test to have a sensible conversation with the technical person. The technical person said that he would send someone to my house the following morning. Another staff would call me to confirm the appointment. The follow up staff called me at 9.30 am. At that time, the internet speed was very fast 40 Mbps. I did nothing with my router and devices since last night. I had suspected that the slow speed was due to the Starhub network and not to my devices. After all, the speed was quite fast all along. The devices did not fail. Here are some suggestions for the new CEO: a) Change your call center automation. There is no need to give irrelevant messages and advertisements to the customers. Let the customer get to the relevant staff quickly. b) Do not ask the customer to enter the NRIC and the authentication. Most times, it is not needed. If it is needed, your technical staff can ask for them. They did anyway ask for my address and account information. c) If there are internet speed issues, have a simple way to identify if the problem is with the Starhub network. Do not assume that it is caused by the devices of the customer. If Starhub is able to confirm that the speed to the location is good, then you can assume that the problem is with the internal devices. Why am I asking the new CEO to look into this matter? I have raised this kind of feedback to Starhub over the past 10 years. They still keep to their unnecessary and troublesome process. I end this feedback with the same remark that I made at the start. The customer service and technical staff of Starhub are helpful and patient. It is the SOP (standard operating procedure) that need to be changed. |
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runaway
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06-Apr-2019 11:45
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One unhappy customer in ST. 大 惊 小 怪 。 Can nhappen lah, 1 out of 1,402,000 mobile customers. |
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runaway
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06-Apr-2019 11:10
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I would say many who bear hatred of Starhub now are those who have been enjoying good dividend when they bought it at $3.00 to $4.00. Now kena stuck, very angry lah. The one who said $1.60 is likely one of them. |
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Belteshazzar
Master |
06-Apr-2019 11:08
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Today strait times. Greatest joke. Ha ha ha
Two StarHub technicians came to my house, and nothing was done StarHub should realise that for some customers, time is money. PHOTO: ST FILE PUBLISHED 5 HOURS AGO Recently, StarHub advised its customers whose TVs are connected by cable to switch to a fibre line connection as it is ending cable transmission in June. I went to a StarHub outlet at Plaza Singapura to arrange for this, and was told that two technicians would visit my house - the first to lay a fibre line and the second to connect the new set-top box for fibre. On Tuesday, the technician who came to lay the fibre line examined the set-up in my house and said there was no need to lay a new fibre line. He left without doing anything. On Thursday, a second technician came to set up the new fibre connection to the TV. He said the first technician was wrong and there was no way he could set up the fibre connection without the line having been laid. So he left without doing anything either. I am back to square one after taking, and wasting, two half-days off. StarHub should realise that for some customers, time is money. It should ensure that all its technicians know what they are doing before going to customers' homes. Obviously one of the two who came to my house did not. There might be other customers who are similarly affected. Can the StarHub management please explain what is happening? Goh Khee Kuan |
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runaway
Senior |
06-Apr-2019 10:45
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The one who said $1.60 is jealous of my gain. Good try! |
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runaway
Senior |
06-Apr-2019 09:45
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Is SGX listed Starhub a company or a group? Who is group, and who is company? Pls enlighten me. What is the number from the right column, to support your negative forecast? |
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Belteshazzar
Master |
06-Apr-2019 08:39
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Pls pluck the no from the right column. It is the group not company.
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runaway
Senior |
06-Apr-2019 08:25
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This company has been profitable for 13 years since its IPO. It has been paying good dividend every year. It has a healthy Balance Sheet, with Reserves (Retained earnings) of more than $2 billion. Its NAV at FY 2018 is $1.512. It is not subject to global uncertainties like Singtel, though growth locally may be organic and limited. I was a Singtel customer from day 1, but am now a happy Starhubs. Between Singtel and Starhub, the differences are limited, price and contents wise (Starhub had an edge over Singtel before it lost DC). It is a matter of personal choice. Next Q guess? It Will Not be a loss for sure, after 52 quarters of profit including the last. Likely a flat results with a good chance of a better one. The recent realignment of staff strength and reduction of expenses would help. 5G may change the rule of engagement and provide an impetus for growth. Im vested at $1.50, and accumulating more. It now shows green on paper. |
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Qanghoo
Supreme |
05-Apr-2019 23:53
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I share ur pt 2. When I read it, I thought, ' There they go. Subtlely finding ways to squeeze consumers again' . I had also experienced the fact that, when re-bundling, they took away a channel that I had already paid for. I actually called them n yelled my protest loud n clear. Result (yes, u guessed it) - however loud I was, I didn' t realise that Starhub were inherently deaf. But I did realise something else - that I didn' t need them. So, I ditched them at end Mar 19. They asked me why I was leaving. I asked them why they were so kaypoh !!!!!
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lifeisgood
Supreme |
05-Apr-2019 22:39
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On the surface, the new Ang Mo CEO looks like a great restructuring guy. However, on deeper look, I don' t think so. First, he said hidden charges are a thing of the past. I have been a loyal customer of Starhub for maybe 30 years or so. I didnt experience any hidden charges. In fact, the price was ALWAYS the same month in month out. Second, the old old Starhub was good, then the previous Starhub was bad, because it kept removing channels that customers have already paid for, like the Disney Channels. The bundling was bad, but not as bad as the new " passes" introduced by the new CEO. The new CEO said " streamline" , by that I think he loosely meant less bundles. But I thought the previous bundling was actually better, it has 55 bundles which allows one to pick and choose which one they like (ie, more flexibility, and you probably only choose once when you sign up). Now with ONLY 7 passes, customers have less choices. If you happen to need both Western and Chinese Channels at the same time, you need to subscribe to 2 passes. The cost is $29.9 * 2 = $59.8 per month. This is exorbitant. Previously, I could get by with paying $19.90 for everything I need. The best bundling is either A) 1 fat bundle that covers all Starhub channels, 1 price for ALL. Whatever that price might be, probably very ex, or B) ZERO bundling. Charge a price for each individual channel. For people like me, I will probably subscribe for 1 financial news channel, plus 1 HK TV channel. Now, THAT IS STREAMLINING. I find the new CEO does not really care about the home entertainment segment of Starhub business. Instead, he tried to make life easier for himself, but without upgrading the channels offering. Eventually, this business will become a complete write off. I have started to look at subscribing channel like TVBAnywhere on my own, just an App. It will eventually be this way. Another channel is probably one western news channel. There are plenty to choose from. If Starhub is smart, it should quickly make itself the convenient one stop conduit for people like me, and I think there are plenty. Enough said. Now Starhub has to quickly reduce its debt to survive. Starhub was nothing more than a major marketing and reseller company. It has previously borrowed money to pay dividend. Its NTA is only about 20 cents. Currently it is trading at more than 7 times book. It is way too high for a NON GROWTH stock.
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Qanghoo
Supreme |
05-Apr-2019 19:38
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I think Stel provides the first 35m of ethernet cable FOC. Can' t remember how much is charged/m beyond that.
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Belteshazzar
Master |
05-Apr-2019 19:35
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Whether 0 dividend or right, I see cheaper price
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Belteshazzar
Master |
05-Apr-2019 19:29
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Running Ethernet cable around the house will b very troublesome and messy as the in the wall we already have coaxial cable . They use the eoc converter at all existing coaxial cable outlet. Foc for customers
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Qanghoo
Supreme |
05-Apr-2019 19:25
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The fibre system is laid with a 700-mil subsidy from the State, n the system comes under Open Net of which Stel is a shareholder, I think (now listed under NBN). All homes are provided with termination pt, n households need to incur only a small fee (think < 100 sgd) for the termination pt (I believe payable to Open Net). For HDB homes no issue. For private homes, it' s a bit trickier. Eg, some landed owners opt not to have the termination pt cos Open Net wld run only exposed cundult-trunking wiring. If a household rejects the original installation of the termination pt, n opts for it later on, the fee payable is substantially more (abt 300 sgd, I think). But recently due to heightened competion, I' ve known of telcos footing the cost of the termination pt, even for those who originally rejected the installation. I was one of the beneficiaries (ie Stel paid for the installation of my termination pt at 288 sgd). I believe the govt facilitated the above arrangement to level the playing field for all telcos to compete equally for internet customers. Hope I' ve got all the above info correct, n that it' s useful to share with all here.
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