Starhub’s Routers Have Firmware Issues, Poor Customer Service

When your electronic devices gives you technical issues, most people would try to rectify the problem by calling call customer service. But what if they fail to help as well? Ask Starhub broadband users and they’ll share with you their experience.

In a Facebook post on 28 Sept, Starhub announced that its D-Link routers had firmware issues, which exposed users to cyber security threats.

Source

However, instead of providing quick and useful responses to the technical issue, Starhub told customers to troubleshoot the problem themselves via the D-Link website. However, solving the problem ain’t that simple.

Tedious procedures to update firmware

Take a look at the website which Starhub linked customers to. If you thought that this page had all the answers, guess again.

Before users could even select the guide to update their firmware, they first had to find out their router’s hardware version.

Source

Clicking on How to check DIR-850L router’s Hardware version brought us to this page.

Source

If you’ve manage to discover your router’s hardware number, congratulations you are done now can move on to an even longer guide.

Source

If you had trouble keeping up with the steps, what about the scores of aunties and uncles who struggle to understand all these internet jargon?

Netizens come to the rescue

With a lack of guidance, customers were at a loss on how to remedy their router issue. Thankfully, some netizens stepped forward to provide their own step-by-step guide.

Source

Starhub customers were pissed as hell

The inconvenience of having to troubleshoot your own router is enough to piss people off. But, the slow response from Starhub sent customers into a frenzy.

Source

Another even threatened to sign with telco rivals, Singtel, if Starhub did not get their act together.

Source

Solution finally arrives after 16 hours

The telco finally responded to customers a good 16 hours later with a “more comprehensive” guide. However, we checked out the new website and … found that it was similar to the original site.


Source

Well, it seems that Starhub might have been a tad too late once again. According to this customer, Starhub could have ensured a smoother troubleshooting phase after he informed the telco 2 weeks ago that their router had issues.

Source

Instead, they are probably looking at a few customers leaving to sign with rival telco firms.

Featured image from Facebook.