M1 Imposes Cancellation Fee For Home Broadband Subscription That Was Not Activated

You only have to pay for the things you’ve bought. Sounds logical.

But this line of reasoning seems to elude at least one local telco company — M1.

Mr Joshua Ip was shocked when a store manager asked him to pay a cancellation fee for an unactivated M1 home broadband subscription.

Why wasn’t it activated? M1 refused to accept his passport for registration and activation.

They insisted he present an original copy of his National Registration Identification Card (NRIC), contrary to instructions sent to him in a previous email.


His frustration was clearly expressed in a Facebook post on Sunday (28 Jan). We’re summarised his lengthy 700-word post after the jump.


Passport rejected at M1 for broadband registration

So here’s a brief summary of what went down, according to Mr Ip.

He ordered a home broadband plan via the M1 website.

The online order confirmation slip emailed to him, instructed him to activate the plan in-store.


As per the screenshot of the email, Mr Ip was told to bring these identification documents, “where applicable”:

  • Original NRIC or NSF Pass or Passport with Work Permit/Employment Pass
  • Student Pass/Staff Pass
  • Order confirmation slip

At the M1 branch, a female staff member behind the counter rejected his passport twice, saying that only NRIC was accepted.

He called for the manager, who echoed his staff, and they both told Joshua that he interpreted the email wrongly.

After bickering with the manager, Joshua asked to cancel the subscription.

The manager insisted that he pay a cancellation fee, despite Joshua’s protests.

Joshua took out his phone to take a picture of the manager, which totally #triggered the manager but did not change his mind.

Incensed, Mr Ip left the store, and immediately called the M1 customer service hotline, only to be informed that he’s not liable to pay any fees.


TLDR; Mr Ip’s passport couldn’t be used for registration at M1, and a cancellation fee was applied to his unactivated M1 broadband plan.

Other issues faced with M1

Mr Ip complained that M1’s online broadband subscription service was not convenient for customers, as in-person activation is required.

To make matters worse, the manager also served him with “a long list of arcane sub-policies” to explain why NRIC was necessary for registration.

Mr Ip claims that none of these policies were included in the email sent to him.

Finally, when Joshua requested to see the boss, the manager allegedly responded that he is the boss and “decides all the policy”.


Among other things, what baffles us most is why the store manager’s policy on cancellation fees, did not tally with the customer service officer’s instructions over the phone.

So much for all that trouble

After Joshua’s spat with his service provider, he headed to their unspoken rival’s outlet and successfully set up his home broadband connection in 30 minutes.

StarHub accepted his passport for registration, no further questions asked.


We’ve read tons of books, but this is arguably one of the best plot twists we’ve read.

Needless to say, users in the comments section loved it as well.


So in the end must pay or not?

Later that day, M1 called him with an update. He now has to pay the cancellation charges, as he has signed on with a rival telco company.

The story is still developing, as M1 has responded to his Facebook post on Monday (29 Jan).


We’re definitely keeping our eyes peeled for Joshua’s follow-up on the story.

As for M1, all eyes are on your next move.


Featured image from CapitaLand and Facebook.