starhub.com

1 week with no Internet....terrible customer service

I lost Internet connection on Tuesday 7th May. Called Starhub and was told no engineer could come until 2-3 days later. Told them as I work from home I needed Internet urgently. I was therefore pleasantly surprised when on Wednesday I got a call saying the engineer was on the way. That was the last pleasant moment.The engineer said the problem was with the fibre connection and that he would coordinate with an engineer from the fobre company to come, I would get a call in 3-4 hours. By Thursday I had had no contact so I called starhub. I was told the appointment had been set up for Friday morning. On Friday morning no one come so I call the fibre company, who tells me the appointment has been rescheduled to Monday , no reason why. I cannot change the appointment, only starhub can. I call starhub back and I am told someone will call me at lunch time. Late afternoon I contact starhub again and I am told someone will call me. Eventually, they called on Saturday, unable to tell me anything at all apart from "sorry for the inconvenience ".Today (Sunday) my 93 year old father in law starts having exactly the same problem with his Starhub broadband. After 35mins on the phone with Starhub, I am told that no one can come fix their issue until Tuesday evening. So either Starhub has so many faults that their engineers are overwhelmed or they don't have enough engineers. But in the meantime, I will be at best without Internet for a week with no offer of compensation, and God knows how long my father in law will be without TV or Internet.I have broadband, TV and mobile with starhub. I am due to recontract in July and I have now decided to switch provider.

Date of experience: May 07, 2024