Terms & Conditions - Cable Broadband


  1. Definitions
    1. In this Section:
"Charges" refers to all activation/connection, disconnection, reconnection, subscription, installation, service call and administrative charges and other fees to be paid by you for or relating to the Service or the Equipment. The Charges will be in accordance with the rates in our prevailing rate tables available on our website or at our customer service centre;
"Equipment" refers to the cable modem which has been type-approved by IDA and us  and which you use to obtain or access the Service;
"Premises" means the property bearing the Service Address, which is owned or occupied by you and connected to the Network;
"Service" refers to the subscription cable broadband internet access service, known as 'MaxOnline' or any other name we may specify from time to time, provided by StarHub Online Pte Ltd (Reg. No. 200501987Z) over the Network, including, where appropriate, the cabling, construction and connection service in order that you may access the service;

"Service Address"

refers to the address of the Premises at which we agree to provide the Service; and


refers to any software programme and firmware including any upgrades provided to you as part of the Service or which allows you to access the Service.
  1. General
    1. The use of the Service is subject to StarHub's General Consumer Terms & Conditions, and any other terms and conditions that you and we may have agreed to from time to time. You may view our Terms and Conditions at Legal Notices & Terms.
  2. Eligibility for Services
    1. Unless otherwise permitted by us in writing, the Service is only available to residential customers for residential use.
    2. For individuals, you must be at least 18 years old.
    3. At the time of application, you must not have any outstanding accounts with us that are due and owing to us.    
    4. The provision of the Services is contingent on the Premises being connected to the Network.
    5. We may decline acceptance of your application at our discretion.
  3. Minimum Period of Service
    1. The Minimum Period of Service is 3 months from the commencement date as determined in accordance with Clause 5 below.
  4. Duration of Service
    1. The Service under this Agreement will commence on:
      1. the date of purchase of the Equipment if the Equipment is purchased directly from StarHub and you self-install the Equipment;
      2. the date of activation of the Service to the Equipment at the Service Address if the Equipment is purchased from any of StarHub's authorised resellers and you self-install the Equipment;
      3. the date of successful on-site installation of the Equipment by us, if you request us to install the Equipment; or
      4. such other date as may be stated in the application form or work order or otherwise approved by us in writing.
    2. This Agreement will continue until terminated according to the provisions of this Agreement.
  5. Service
    1. We will provide the Service to you at the Service Address in accordance with the particulars set out in the relevant service agreement or work order, unless this Agreement is terminated in accordance with the provisions of this Agreement.
    2. Unless otherwise permitted by us in writing, the Service will be provided to you at the Service Address and you may access and use the Service from and at the Service Address and for residential use only. Unless otherwise permitted by us in writing, any use of the Service for commercial or business purpose or any other non-residential use, whether by you or any other persons at the Service Address is a breach of this Agreement. The Service is supplied to residential properties exclusively. Where an agent enters into a Service agreement (including but not limited to a management corporation for and on behalf of subsidiary proprietors, or an employer for and on behalf of employees), the agent warrants that the supply is to residential properties only.
    3. The Service is available for access at cable-ready residential Premises only. There will be no refunds of any Charges which you have already paid if, after you have subscribed to the Service, we subsequently find that your Premises are not cable-ready.
    4. A standard fee will be chargeable by us for activating the Service to any Equipment obtained by you for access at the Service Address.
    5. You may request us to change, from time to time, the Service particulars set out in the relevant service agreement or work order, subject to our confirmation and payment of a standard administrative fee chargeable by us. In the event of such change, the subscription fees payable and the Service particulars will be amended accordingly. For the avoidance of doubt, you will continue to be liable for the payment of such revised subscription fees pursuant to Clause 7.1 below.
    6. Voluntary suspension of Service is applicable to residential Service Address. You may request for us to suspend your Service up to 6 consecutive months subject to our confirmation and your payment of a monthly fee of $16.05 (inclusive of GST) for the duration of the suspension period. The monthly fee of $16.05 (inclusive of GST) will not be prorated under any circumstances. The monthly fee of $16.05 (inclusive of GST) will be billed as a lump sum in the next bill when your Service is reactivated. After the maximum duration of suspension, the Service will be automatically terminated. In the event of termination, Clause 16.7 will apply. If your original plan is no longer available at the time of reactivation, you agree to subscribe to the nearest equivalent available Service plan. 
  6. Billing
    1. You are liable to pay a recurring subscription fees for the Service at the prescribed rate(s). You will be billed in advance for the subscription fees at monthly intervals or such intervals as may be approved by us, unless you elect to prepay the subscription fees. You will be subject to a standard late payment fee if payment is not made by the relevant due date.
    2. You may pay through GIRO or your credit card. Any change in the method of payment will only be effected upon approval by the relevant financial institution of your application for the new method of payment.
    3. Billing and payment disputes that may be raised by you will be treated in accordance with the General Terms & Conditions.
  7. Equipment
    1. To access and use the Service, you must obtain at your own costs the Equipment. You may purchase it from any of our authorised resellers or us. Each Equipment will be assigned an unique MAC ID.
    2. If you purchase the Equipment from us directly, you must sign up for the Service simultaneously or ensure that you have an existing and effective subscription of the Service with us at the time of purchase.
    3. All Equipment purchased by you (whether from our authorised resellers or us) to access the Service must be type-approved by IDA and us and meet the relevant standards.
    4. You must ensure that the Equipment will at all times be used only to receive the Service at the Service Address.
    5. You must inform us immediately of any swap or replacement of the Equipment so that we may update your MAC ID in our system accordingly and permit the provision of the Service to continue at your Service Address with minimal disruption. An administrative fee will be chargeable by us for any request by you for a change of MAC ID.
    6. We will not be responsible for the Equipment or any related hardware or Software comprised therein, or any loss or damage caused by or as a result of the use of such Equipment, hardware or Software, whether in conjunction with the Service or not. Without prejudice to the foregoing, we will not be responsible for any interruption, disruption to or deterioration in the quality, reliability or accuracy of the Service or for any technical issues that may arise in connection with your use of such Equipment, hardware or Software. You may wish to consult the Equipment manufacturer directly on how to maximise your use of the Equipment.
    7. Any defect of the Equipment will be covered under the manufacturer's warranty only. If a defect occurs within the manufacturer's warranty period, you notify the manufacturer directly and your sole and exclusive remedy shall be according to the terms of the manufacturer's warranty.
    8. You must comply with all applicable laws and instructions, notices or directions issued by the relevant Regulatory Authority or us from time to time in respect of the installation, use, operation or upgrade of the Equipment.        
    9. You will grant us access to the Equipment and the Software embedded therein as and when we deem necessary to carry out any equipment upgrade.
  8. System Requirement
    1. You are responsible for ensuring your personal computers, laptops, devices  and other related accessories and systems meet the Service's minimum system requirements as may be stipulated by us, and that they are compatible and may properly function and inter-operate with the Equipment, the Service and the Network. We will not be liable for any Equipment, Service or Network failure or performance degradation resulting from the non-compliance of such requirements as set by us from time to time. You acknowledge and accept that certain applications are not supported by the Service.
  9. Use in a Network Environment
    1. You must not use or permit the use of the Service for the purposes of providing or operating any server services (including but not limited to HTTP/web, SMTP/mail and FTP/file transfer services).
  10. Installation
    1. In the case where you request for installation of the Equipment or where collection of the Equipment is required, you will provide us, our employees and contractors safe access to your Premises for such installation or collection. You represent and warrant that you are the lawful owner or occupier of such Premises and that you have obtained all necessary permissions to allow us, our employees and contractors to provide such installation and/or collection.
    2. During the service call for installation, we are not obliged to render any services apart from installation of the Equipment with USB (Universal Serial Bus) connection and in a properly licensed computer environment, and you will not hold us liable for any loss (including loss of data, business or profits), damage or system failure arising thereof. You will ensure and be responsible for obtaining all requisite licences and consents for your computer system, including the software used therein.
    3. Any Service failure due to subsequent changes to the system configuration after successful installation is your sole responsibility. Any Charges as a result of rectifying such fault caused by you or any third parties will be borne by you.
    4. Standard charges will be chargeable for installation of the Equipment and any cable-points at your Premises.
  11. Transfer Speed
    1. You acknowledge and accept that as with any network, actual data transfer speed experienced by you when using the Service is affected by many factors for which we are not responsible including without limitation:
      1. overall network traffic condition;
      2. performance and configuration of your computer or equipment (including wireless devices) connected to the Network;
      3. type of data accessed, whether non-cached or cached data;
      4. location and configuration of the accessed server;
      5. performance characteristics of each component of the data network, the number of users and the extent of all users' compliance with such conditions and requirements as set out by us; and
      6. the performance characteristics and location of wireless devices used to receive the Services including but not limited to distance, physical environment such as walls, pillars, tunnel, walk ways, reflective surfaces, compatibility of Wi-Fi standards between devices, encryption standards, interference of other electronic devices and congested wireless channels.
    2. You further acknowledge that we do not warrant or give any guarantee on data transfer speed or any other aspect of the Service. We hereby exclude all warranties, whether express or implied by law, regarding the use of the Service (including without limitation the accessibility, reliability or accuracy of the Service) and the performance and/or condition of the Network.
  12. Liability
    1. The Service is provided on an "as is" and "as available" basis and you agree and accept that you use the Service or rely on any Content obtained through the Service at your sole risk. We expressly disclaim all warranties of any kind, whether express or implied, including implied warranties of merchantability, satisfactory quality, fitness for a particular purpose and non-infringement to the fullest extent allowed by law. No advice or information whether oral or written, obtained by you from us or through the Service will create any warranty not expressly made in this Agreement.
    2. You will be solely responsible for the Content/data retrieved, stored or transmitted through the Service and/or the Equipment. You are advised to back up all important files on your personal computers, laptops, devices or other systems. We will not be responsible for any corruption, loss or deletion of Content/data which you retrieve, store or transmit through the Service and/or Equipment.
    3. If you are dissatisfied with the Service or with the Content, products or services available on or through the Service or with any of the Terms & Conditions of this Agreement, your sole and exclusive remedy is to discontinue accessing and using the Service or terminate the Service according to this Agreement.
  13. Proprietary Rights
    1. All Content contained in sponsor advertisements or presented to you through the Service by us, our advertisers, content/applications providers or third parties, are protected by copyrights, trademarks, service marks, patents or other proprietary rights and laws. You agree that you are only permitted to use such Content as expressly authorised by us, the advertiser, the provider or third party in question.
    2. You are not permitted to copy, reproduce, distribute, or create derivative works from such Content without written authorisation from us, the advertiser, the provider or third party in question.
  14. Resale
    1. You will not resell or otherwise provide the Service to third parties without our prior written consent, whether or not for profit or otherwise.
  15. Ending the Service
    1. Without prejudice to the rights either party may have against the other party under this Agreement for any antecedent breach of this Agreement and subject to the provisions of this Clause 16, the Service under this Agreement or this Agreement may be terminated in the following manner unless otherwise agreed in writing by you and us:
      1. by you giving us prior notice of at least 7 working days before the next billing cycle if you are an individual or 3 months if you are a corporation or business entity; or
      2. by us giving you prior notice of 7 working days if you are an individual, or 3 months if you are a corporation or business entity.
    2. If you give us notice that ends during the applicable Minimum Period of Service pursuant to Clause 16.1.1 above:
      1. an early termination Charge will be imposed on you; and
      2. Clause 16.7 below will apply.
    3. If the Service or this Agreement is terminated pursuant to Clause 16.4 or 16.5 below, you will compensate us for any damages or losses we may suffer because of the early termination, including the sums referred to in Clause 16.2 above.
    4. In the event of any of the following:
      1. you breach any of the Terms & Conditions of this Agreement or any other agreement you have with us;
      2. you become or threaten to become bankrupt or insolvent, or die;
      3. you make any arrangement or composition with or assignment for the benefit of your creditors or go into either voluntary or compulsory liquidation or a receiver, trustee, judicial manager or administrator is appointed over any of your assets;
      4. the equivalent of any of the events referred to in sub-clauses (b) and (c) above under the laws of any relevant jurisdiction occurs to you;
      5. you provide incorrect, false or incomplete information to us;
      6. the requirements of any relevant regulatory authority result in us having to stop providing the Service or the Network connection, or to provide the Service or the Network connection in a manner which is unacceptable to us;  
      7. if you are likely to create imminent harm (such as interruption, disruption, congestion, signal leakage and any Unauthorised Act) to our Network or any third party's networks or systems or our provision of the Service, or defraud us, or are likely to create imminent harm or are abusive to our personnel;
      8. if the Premises or the building within which the Premises is located is or has been disconnected from the Network for any reason whatsoever; or
      9. for any reason beyond our control (including loss of any licence, way-leave or easement, requirements of any governmental or regulatory authority or orders by the court and failure to deliver by a third party supplier) we are unable to provide the Service or the Network connection,
        we may suspend or terminate all or any part of the Service or terminate this Agreement with 7 working days' notice (for Clauses 16.4.1, 16.4.5 and 16.4.8 above) or with immediate effect (for Clauses 16.4.2, 16.4.3, 16.4.4, 16.4.6, 16.4.7 and 16.4.9 above) without compensation and without prejudice to our rights to damages for any antecedent breach by you of this Agreement. You may immediately contact our customer service, either by calling our customer service line or visiting any of our customer service centres to tell us why such suspension or termination should not occur. We will consider each case and where we deem appropriate, will not proceed with the suspension or termination of such account or take any other appropriate action where necessary.
    5. In the event that we suspect that you are using or allowing the Service to be used for fraud, misconduct or any other illegal or improper purpose, we will refer this to the relevant authorities without notice to you and comply with directions or guidelines issued by them without further reference to you.
    6. If and when you make good any breach or default, we may restore any suspended or terminated Service after you have paid for any restoration or re-connection Charges and reimbursed us for our reasonable costs in suspending or terminating the Service.
    7. If the Service is terminated, the following sums will upon termination become immediately due and payable to us:
      1. all sums (including late payment charges) due, accruing due or payable to us in respect of the Service and if applicable, the Equipment, up to the date of termination; and
      2. if applicable, all sums (including late payment charges) due, accruing due or payable to us in respect of the Service and the Equipment up to the expiry of any installment scheme that may be offered by us, and any early termination Charge payable for terminating the Service within the minimum service period which you are obliged to observe to maintain the validity of the aforesaid installment scheme.
    8. The termination of this agreement will not affect any accrued rights or remedies of either party against the other party.
  16. Changing this Agreement
    1. We may from time to time change any of these Terms & Conditions and/or such other Terms & Conditions agreed or accepted by you. We may also from time to time withdraw, suspend, or change the Service or any part thereof. Such changes will take effect as from such date as we may determine. We will notify you of such changes through written notice, electronic mail, StarHub website or such other form as we may deem appropriate. You agree that the display of the revised Terms & Conditions on StarHub website will constitute notice of the changes. Your continued use of the Service will constitute acceptance of the changes.
    2. For promotional offers and various subscription or access plans of the Service, special Terms & Conditions will also apply.
  17. Rate Table
    1. Further Charges may apply in addition to the prevailing subscription fees, including those set out in the Rate Table below:
Description Of Charges Charge (S$)
Installation Fee (Per computer connection) $90
Installation of 3rd Party device Fee (Per device connection) $53.50
Delivery Fee (Per trip to the same service address) $12.84
Service Call Fee consists of the following charges:
Transport Charge $12.84
Service Charge (If the problem is due to StarHub’s equipment or network issue, the Service Charge will be waived.) $40.66
Additional equipment/material costs are extra and quoted on site. Also applicable if customer requests for re-installation of equipment.
Service Activation Fee $56.71
Service Early Termination Charge (If subscription is less than 3-months) $32.10
Collection Fee (for collection of Equipment from customer’s premises)

This will be waived if customer returns the equipment personally within 7 days of the termination of Service.
Disconnection Fee $32.10 per disconnection of service
Voluntary Suspension Fee (Per broadband service) $16.05/month (Non-prorated)
Reconnection Fee (For reinstatement of service)
Applicable for involuntary suspension only. A service call of $53.50 is applicable if customer requests for re-installation of equipment at his/her premise.
Reconnection Fee (For reconnection to the network)
Applicable for Cable Broadband only.
Relocation Fee (Per request to change residential service address) $120
Late Payment Fee (for every 30 days of outstanding payment) $5.35
Returned Cheque Fee $5.35
Administration Fee (per request to transfer customer account) $5.35
Cable Point Installation (preferred distance between cable point and cable modem is 2 metres) $107 - $155.15 per point
Activation fee for Value-Added Services $10.70 per Value-Added Service
Annual Network Maintenance Fee (for use of StarHub's network) $42.80 for landed homes
$32.10 for private high-rise homes