StarHub Compensates Customers Affected by Fire at Singtel Exchange Building

StarHub's Compensation Plan Announced for Affected Customers

2 weeks after Singtel announced its compensation plan for subscribers affected by the massive service outage caused by the fire at Singtel's Bukit Panjang Exchange on 9th October, StarHub has finally updated the media of its plans. StarHub estimates some 35,000 of their customers were affected from this incident and this is what they've announced for them:-

  • Affected StarHub TV customers will have free viewing of more than 170 channels for one month.
  • Digital Voice customers will receive one-month subscription waiver.
  • Broadband customers affected by the incident will receive a $10 supermarket voucher.

Ms Jeannie Ong, StarHub’s Chief Marketing Officer said:-

We understand the service disruption has inconvenienced our customers. This compensation is a gesture of our appreciation to our customers who have shown a lot of patience and understanding toward us during this challenging period.

During the service disruption, StarHub’s topmost priority was to restore service for affected customers as quickly as possible, while ensuring that they were updated on the restoration progress through announcements on social media channels and their hotline. To further assist fibre broadband customers whose service was affected for a longer period of time, StarHub provided temporary cable broadband access for free while they waited for their fibre connection to be rectified.

StarHub’s cable TV, cable broadband and Digital Voice services were restored for customers on 10 October, while all of its affected fibre broadband connections were back to normal by 18 October.

Take note that this update was announced ahead of StarHub's compensation discussion with SingTel, from which it leases fibre capacity.

To get all updates related to the service outage and recovery efforts from the SingTel Fire incident, you can get them here.

Source: StarHub

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