starhub.com

Regrettable switch to a new service provider

I changed my business mobile service from one provider to another based on the persuasion of their outsourced sales representatives. This has turned out to be my biggest regret of the year. I was supposed to port over two numbers. My number went through, but my partner’s number repeatedly failed due to an "ID mismatch," despite us submitting the forms simultaneously with identical details. Even with the failed port-in, the new provider began billing for a temporary number that we never utilized, and treated that as an "outstanding" balance, leading to repeated disconnections of my main business line, despite my consistent payment history. We always settle our bills promptly and have no pending balances with the previous provider. Over the past six months: * I’ve made countless calls and sent numerous emails (even including their CEO in the correspondence). The only response I receive is that they are "resubmitting the documents" without any clear explanation or real resolution. * My business line has been suspended multiple times, including just days before a major holiday, despite assurances of "payment extensions" to avoid disruptions. * They refuse to waive charges for the unused temporary line and have quoted a hefty early termination fee, yet they cannot provide a constructive fallback plan if the port-in fails again. * Every response feels focused solely on the amount due according to their system, rather than addressing their own failed processes or safeguarding their brand reputation. Having transitioned from my previous provider, I gave this new one another chance as a business customer. After six months of stress, repeated service interruptions, and generic responses, my confidence in them has completely eroded. If your mobile line is crucial for your work, proceed with caution before trusting this provider’s "business" service.

Date of experience: Dec 24, 2025