Customer claims info for broadband-TV bundles misleading, StarHub says it's just 'starting point'
A customer claimed that the information on the StarHub website for its broadband and TV bundles are misleading as both packages do not provide the options offered.
Stomper Mark shared screenshots of two HomeHub+ bundles: 5Gbps & Binge-worthy TV for $60.72 a month and 10Gbps & Binge-worthy TV for $91 a month
"Both packages don't provide what they say is bundled. They don't give the options they say they give," said the Stomper.
For example, the 5Gbps bundle is supposed to offer choice of HBO Max or Netflix Standard.
"There is only HBO Max bundled. Netflix is another add-on," said the Stomper.
"They even had the gall to say that it's only 'from $x'. That's not how it works. It's from $x, from the basic advertised package, which is what's listed on the page.
"Then they went on to recommend that I take the 10Gbps plan, which had what I wanted and came to the same price, but the 10Gbps plan has a similar problem.
"They say that you have a choice of English entertainment or Asian channels. But it only comes bundled with Asian+. You can't choose."
The Stomper added that both packages offer TV+ Pro box, but neither provides it.
"When given the choice to review the package, it tells you that you need to wait 24 hours before you can proceed after the review," he said.
"This is definitely misleading representation and should be penalised."
In response to a Stomp query, a spokesperson for StarHub said the details displayed on its website are accurate.
"Our HomeHub+ bundles are designed to be fully customisable i.e. customers can choose their preferred broadband speed, TV pass (Entertainment+ or Asian+), and streaming service (HBO Max or Netflix Standard), with the final monthly price varying depending on their selections," said the spokesperson.
"Based on the information shared, it appears that the screenshots provided do not capture the full sign-up journey. Customers are required to actively select their preferred options during the process; if they do not, the system will display default components such as HBO Max instead of Netflix.
"This may explain why the customer did not see the choices that are clearly offered as part of the bundle."
The spokesperson explained: "The information shown on the initial product page is accurate but not exhaustive. It is meant to summarise what is included in the bundle, with the full range of options presented once a customer clicks through and customises their plan.
"In other words, what is displayed at first glance is not misleading or false advertising; it simply reflects the starting point of a fully configurable bundle that customers can tailor to their needs."
The spokesperson added: "This appears to be an isolated and unique case, and we have not received similar feedback from other customers.
"Our sign-up process is designed with transparency in mind, and we will continue to ensure that the available choices and pricing structure are presented as clearly as possible."
