Telco's 'solution' to problem leaves consumer at a disadvantage

I recently visited a StarHub centre and was so impressed by the good service that I signed up to switch from my existing telco.

I signed up for a two-year package as I was drawn by StarHub's high-speed Internet access and attractive cable TV menu.

A day later, I regretted the decision.

I received a call from a StarHub officer informing me that my Internet connection would be delayed by up to eight weeks. He attributed this to a technical issue with its partner, OpenNet.

He tried to explain the issue but I could not understand, despite many rounds of explanation. I also pointed out that my contract was with StarHub, not OpenNet.

I then asked what could be done to fix the situation, and was given two options.

First, I could cancel my present Internet plan and work with OpenNet to free up the line for StarHub.

The danger of this was that I would be without Internet connection during this period. No one could tell me how long this process would take.

Second, I could be loaned a modem with a slow speed. This was not an acceptable option as my children and I rely on fast and stable Internet access for homework and for my livelihood.

I explained this to StarHub, but was told that I had no choice but to pick one option.

The promises made to entice me to switch telcos did not materialise. It is unfair to make customers accept untenable solutions to problems that are not of their making.

Chiang Joon Wing