Two replies to 'Address-change charges for fibre broadband subscription unreasonable' (Forum letter)

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Info-updating feature to be extended to fibre customers
We thank Ms Lee Lin-Min for her feedback ("Address-change charges for fibre broadband subscription unreasonable"; Forum Online, Monday) and apologise for the inconvenience she faced.

Our customers can submit a request to update their personal information for their mobile, cable TV or cable broadband accounts using StarHub's self-service online portal or mobile app.

This feature will be extended to customers on our fibre broadband service soon. In the meantime, they may write to us at customerservice@starhub.com to inform us of any change in their personal information.

We are taking further steps to highlight this message clearly for customers, especially those who utilise our self-service online portal or mobile app.

When a fibre broadband customer relocates, there will be charges for service relocation, installation and activation. The bulk of these charges are collected on behalf of the Next Generation Nationwide Broadband Network providers. This information is available on our website and is also shared with customers before we process any relocation request.

We have contacted Ms Lee to address her concerns and resolved the matter with her.

Philemon Foo

Corporate Communications Executive

StarHub

No termination fee for fibre transfers
We understand from Ms Lee Lin-Min's letter ("Address-change charges for fibre broadband subscription unreasonable"; Forum Online, Monday) that she had requested to continue her existing fibre broadband subscription at her new residential premise.

OpenNet does not impose any termination fee on home owners transferring their existing fibre broadband subscription from their old residential premise to a new one.

We do, however, impose a charge of $37.05 (excluding GST) for work that is performed to transfer an existing fibre connection to a new residential premise.

In Ms Lee's case, OpenNet will recover this charge from its wholesale customer, Nucleus Connect, which is supporting StarHub's retail fibre broadband services.

We hope we have clarified the charge applied by OpenNet in Ms Lee's case.

Daniel Ho

Director of Business Development and Communications

OpenNet