Terms & Conditions – HomeHub Plan

  1. Definitions
Content

refers to all information, text, sound, music, Software, photographs, videos, graphics, data, messages, links or other materials.

Charges

refers to all activation, connection, disconnection, reconnection, subscription, installation, service call, transactional, rental administrative charges and other fees and charges to be paid by you for or relating to the Services 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

means any equipment which we may provide, sell, lease or rent to you, maintain for you or which is otherwise needed for the provision of the Services.

HD

means high definition format.

HomeHub Plan

refers to any of our HomeHub bundled subscription services which entitles you to subscribe to a combination of the following Services under a single price plan:

    our fibre broadband internet access service known as "Fibre Home Broadband Service" or our cable broadband internet access services known as "Cable Home Broadband Service";

    television services provided via our Network including:
    (i) the pay television service known as "StarHub TV on Cable" or “StarHub TV on Fibre” (as the case may be) which includes Smart TV and HDTV;
    (ii) the television service known as "StarHubTV.com";
    (iii) the television service known as "StarHub Go VAS"; and
    (iv) such other television services as may be provided by us from time to time, but excluding StarHub TV Lite Services (collectively "StarHub TV Services");

    our mobile broadband service known as "MaxMobile Service"; and

    our fixed line service known as "Digital Voice Home Service".

The services described above shall collectively be referred to hereinafter as "Services" and each referred to hereinafter as an "Individual Service".

HomeHub Voucher

refers to any voucher that we may issue to you in respect of your HomeHub Plan.

Minimun Period of Service

means such period as may be set out in the applicable Consumer General Terms & Conditions, Service Specific Terms & Conditions or in our tariff tables starting from the Commencement Date.

Network

means any and all networks owned, maintained or operated by, and/or leased/licensed to us (including our nation-wide hybrid fibre co-axial network which includes but is not limited to the distribution box in or serving the Premises, our mobile telecommunications network, the internet and our fibre-to-the home network) through which we provide the Services to you.

Premises

means the property bearing the Service Address and is owned or occupied by you.

Service Address

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

  1. General
    1. Your HomeHub Plan is governed by the terms and conditions set out herein ("HomeHub Plan Terms & Conditions"), which are in addition to:
      1. StarHub's Consumer General Terms & Conditions ("Consumer General Terms & Conditions"),
      2. Service Specific Terms & Conditions that are specifically applicable to each of the Services subscribed to under the HomeHub Plan ("Service Specific Terms & Conditions"):
        1. Service Specific Terms & Conditions for MaxInfinity Services or Service Specific Terms & Conditions for Cable Broadband (as the case may be);
        2. Service Specific Terms & Conditions for StarHub TV Services;
        3. Service Specific Terms & Conditions for MaxMobile Plans;
        4. Service Terms & Conditions for Digital Voice Home; and
      3. any other signed agreement in relation to the HomeHub Plan (collectively the "Agreement").
      The current versions of the Consumer General Terms & Conditions and Service Specific Terms & Conditions may be found at respective link.
    2. In the event or any conflict, ambiguity or inconsistency between the Consumer General Terms & Conditions, the Service Specific Terms & Conditions and these HomeHub Plan Terms & Conditions, the following order of precedence shall apply:
      1. HomeHub Plan Terms & Conditions;
      2. Service Specific Terms & Conditions; and
      3. Consumer General Terms & Conditions.
  2. Eligibility for Services
    1. Unless otherwise permitted by us in writing, the HomeHub Plan is only available to residential customers for residential use. The HomeHub Plan is not available to business or bulk subscription customers.
    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. In order for us to process your application, you will need to produce the relevant personal identification documentation described below:
Residence Status Documents for Verification

Singaporean & Permanent Resident

    NRIC/Singapore Armed Forces Identity Card (SAF 11B) for Regular & NSF ONLY. Singapore photo-driving licence with proof of billing address.

    Proof of billing address if address on blue NRIC is a foreign address.

P1, P2, Q1, S Pass (w.e.f July 2004, Q2 pass will be replaced with S Pass), PEP, TEP/TVP, EntrePass, Diplomat Pass, Non-Diplomat Pass

    All Employment Passes, Diplomatic Passes, Entrepasses and Training Visit Passes must have a minimum validity period of 6 months. If the Employment Pass/Diplomatic Pass/Entrepass/Training Visit Pass doesn't carry your photograph, please produce a passport with a minimum of 6 months validity.

    If validity period is less than 6 months, a letter from the employer indicating intent of renewal is required. The letter must be from a manager of the company.

    Proof of billing address required if there is no local address present on the Employment Pass/Diplomatic Pass/Entrepass/Training Visit Pass.

Work Permit, Student Pass

    All Work Permits and Student Passes must have a minimum validity period of 6 months. If the Work Permit/Student Pass doesn't carry your photograph, please produce a passport with a minimum of 6 months validity.

    If validity period of Work Permit is less than 6 months, a letter from the employer indicating intent of renewal is required. The letter must be from a manager of the company.

    If validity period of Student Pass is less than 6 months, a letter from the principal of the school indicating continual studies is required.

    Proof of billing address required if there is no local address present on the Work Permit/Student Pass.

Dependent Pass, Long Term Social Visit Pass

    All Dependent Passes and Long Term Social Visit Passes must have a minimum validity period of 6 months. If the Dependent Pass/Long Term Social Visit Pass doesn't carry your photograph, please produce a passport with a minimum of 6 months validity.

    If validity period of Dependent Pass/Long Term Social Visit Pass is less than 6 months, a letter of extension from Ministry of Manpower is required.

    Proof of billing address required if there is no local address present on the Dependent Pass/Long Term Social Visit Pass.

List of documents accepted as Proof of Billing Address:

  • Legal tenancy agreement (valid for at least 6-month)
  • Insurance policy statement (except for travel insurance)
  • Bank or Credit card statement*
  • SingTel/M1/Pacific Internet bill statement*
  • Singapore Power bill statement*
  • Original CPF statement or printed from Internet*
  • Title deed
  • TV/Radio License from Singapore Broadcasting Authority
  • Form B or IR8A (Income Tax) sent to customer's residential/company address
  • Letter from company (signed by managerial position and above) indicating the company owned/leased/rented properties/customer's residential address
  • Letter from School (signed by principal) indicating the customer's residential address

NOTE:

  • *All proof of local billing address must be dated within three months from date of application.
  1. Service
    1. We will provide the Services under the HomeHub Plan to you under a single billing account at a single 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 provision of this Agreement.
    2. Unless otherwise permitted by us in writing, the Services under the HomeHub Plan will be provided to you at the Service Address and you may access and use the Services from and at the Service Address and for residential use only. Unless otherwise permitted by us in writing, any use of the Services 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.
    3. Standard fees will be chargeable by us for installing and activating the Services to any Equipment obtained by you for access at the Service Address.
    4. You may request for 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 5 below.
    5. There is a maximum limit of 4 set-top boxes that may be rented for each subscription of the StarHub TV on Fibre Service. If the number of set-top boxes that you require exceeds the maximum limit, you may still procure them by entering into an additional subscription for the additional set-top boxes.  
  2. Billing
    1. You are liable to pay a recurring subscription fees for the HomeHub Plan 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, your credit card or any other third party designated by us. 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 Consumer General Terms & Conditions.
  3. Equipment and Software
    1. Unless we agree otherwise, you must obtain and maintain at your own costs all necessary Equipment to access and use the Services.
    2. Unless specifically agreed in writing, any defect in any Equipment sold to you will be covered under the relevant manufacturer's warranty only, and your sole and exclusive remedy for such defects shall be according to the terms of the manufacturer's warranty. If you make any claim under the manufacturer's warranty for any Equipment, you must provide the original proof of purchase of the Equipment from StarHub. We will not be responsible for any Equipment sold 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 Services or not.
  4. Minimum Period of Service
    Unless we agree otherwise in writing, the Minimum Period of Service for the HomeHub Plan is 24 months from the Commencement Date as determined in accordance with Clause 8 below.
  5. Term of HomeHub Plan
    This Agreement will commence from the date on which the last Individual Service comprising the HomeHub Plan is fully installed and activated ("Commencement Date"). Prior to the Commencement Date, each Individual Service will be charged to you at the prevailing rates applicable for the Individual Service.
  6. Termination
    1. In the event you terminate the HomeHub Plan, each Individual Service that is not terminated will continue to be effective and charged at the prevailing rates for the Individual Service at the time of termination.
    2. 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 9, your subscription to the HomeHub Plan and 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 1 month before the next billing cycle; or
      2. by us giving you prior notice of 1-month if you are an individual.
    3. In the event of any termination of the Agreement during the Minimum Period of Service pursuant to Clause 9.2 above:-
      1. early termination Charges will be imposed on you.
      2. Clause 9.8 below will apply.
    4. If this Agreement is terminated pursuant to Clauses 9.5 and 9.6 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 9.3 above.
    5. In the event of any of the following:-
      1. you breach any of the terms and 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 paragraphs (9.5.3) and (9.5.4) 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 Services or the Network connection, or to provide the Services 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 Services, 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 any of the Services or the Network connection,
      we may suspend or terminate all, any or part of the HomeHub Plan or Services or terminate this Agreement with 7 working days' notice (for paragraphs (9.5.1), (9.5.5) and (9.5.9) above) or with immediate effect (for paragraphs (9.5.2) (9.5.3), (9.5.4), (9.5.6), (9.5.7), and (9.5.8) 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.
    6. In the event that we suspect that you are using or allowing the HomeHub Plan or any of the Services 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.
    7. If and when you make good any breach or default, we may restore any suspended or terminated Services after you have paid for any restoration or re-connection Charges and reimbursed us for our reasonable costs in suspending or terminating the Services.
    8. If this Agreement is terminated:-
      1. all sums due, accruing due or payable to us in respect of the HomeHub Plan, the Equipment up to the date of termination (including late payment charges) will, upon the termination, become immediately due and payable to us;
      2. you must immediately return to us all Equipment which we have provided to you in respect of the terminated Services under the HomeHub Plan in good condition. We will be entitled to charge you all costs incurred in repossessing or acquiring replacement for any such Equipment which you have failed to return to us, or at our standard prescribed rates for acquiring a replacement for any Equipment which is returned to us in a damaged or defective condition; and/or
      3. the deposit will be refunded to you according to Clause 3 of the Consumer General Terms & Conditions.
  7. Limitations
    1. For HomeHub with StarHub TV on Cable, your residential property must be connected to StarHub’s cable network with a 2-way interactive signal
    2. For HomeHub with MaxInfinity and/or StarHub TV on Fibre, your residential service address must be fibre-ready and have a termination point within your property. If the termination point is not installed, you may contact the relevant network infrastructure operator for the installation of a termination point at your residential service address.
    3. The Services are provided on an "as is" and "as available" basis and you agree and accept that you use the Services or rely on any Content obtained through the Services 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 Services will create any warranty not expressly made in this Agreement.
    4. If you are dissatisfied with any of the Services or with the Content, products or services available on or through any of the Services or with any of the terms and conditions of this Agreement, your sole and exclusive remedy is to discontinue accessing and using the Services or terminate the Services according to this Agreement.
  8. Additions, Changes & Cancellation
    We may from time to time change any of these HomeHub Plan Terms & Conditions and/or such other terms & conditions agreed or accepted by you (including, without limitation, our tariffs, price plans, Charges and payment terms). We may also from time to time withdraw, suspend, or change any of the Services. We endeavour, where reasonably practicable, to give you reasonable advance notice of such changes. We will notify you of such changes through written notice, electronic mail, our bill, our website or such other form as we may deem appropriate. You agree that the display of the revised terms & conditions (including these HomeHub Plan Terms & Conditions) on our website will constitute notice of the changes. Your continued use of the Services will constitute acceptance of the changes and this Agreement.
  9. Additional Charges and Rewards for HomeHub Plan
    1. All new Services are subject to one-time registration, activation and installation fees.
    2. Without prejudice to the foregoing, the following standard fees are applicable in respect of the Services under the HomeHub Plan:
Service Activation

Fibre Home Broadband & StarHub TV service activation: $53.50

StarHub Digital Voice Home Activation: $21.40

StarHub MaxMobile one-time registration fee: $10.70

StarHub MaxMobile SIM activation fee: $37.45

Equipment Installation

Fibre Home Broadband & StarHub TV installation: $53.50

StarHub TV 3rd party device installation: $53.50 for each subsequent installation of 3rd Party Device

Set-top Box Installation: $32.10 for first set top box and $16.05 for subsequent set-top box on same trip at the same service address

Equipment Deposit
(Applicable only to Work Permit and Student Pass holders)

Fibre Home Broadband: $300 per Optical Network Terminal or Voice-enabled Optical Network Terminal

StarHub TV service: $250 per main set-top box

Loss or Damage of Equipment

Fibre Home Broadband
$235.40 per Optical Network Terminal
$256.80 per Voice-enabled Optical Network Terminal
$85.60 per reactivation of each Optical Network Terminal

StarHub TV
$535.00 per HubStation HD
$32.10 per smart card
$11.77 per power cord
$321.00 per HD Interactive set-top box
$32.10 per HubStation HD / HD Interactive remote control
$32.10 per adaptor
$5.35 per RCA / Component / UTP cable

Delivery

$12.84 per trip to the same service address (Not applicable to Accessories / Equipment Swap)

Third Party Charges

Any charges arising from service provided by NetLink Trust or Nucleus Connect will be quoted by the respective company.

Service Call

$12.84 Transport Charge (Mandatory)

$40.66 Service Charge (If the problem is due to StarHub's equipment or network issue, the Service Charge will be waived.) 

StarHub Fibre Home Broadband Specific Charges

Disconnection Fee: $32.10

Collection of Equipment Collection Fee: $12.84 for each visit to customer's premise.

Voluntary Suspension Fee: $32.10 per month

Change of Service Plan fee: $42.80
(e.g. downgrade or modify configuration on the ONT Port)

 

StarHub Fibre Home Broadband & StarHub Fibre TV Charges
 

Fibre Service Cancellation (if before ready-for-service date): 

    $235.40 for High-Rise premises

    $481.50 for Landed premises
     

Terminal Point Installation: 

    $235.40 for High-Rise premises

    $481.50 for Landed premises

     

12-month Service Early Termination Charge

Up to $385.20

Charged on a pro-rated basis, based on number of unfulfilled months in the 12-month minimum period of service.

 

Disconnection Fee (Per disconnection of service)

$32.10

 

Extra Fibre Cabling

    $35.31 per additional 5 meters after initial 15 meters
     

Relocation Fee (Per request to change residential service address) 

    $107.00
     

Data Point Installation

     $107 for first data point


Switch for additional Set-Top Box:

     $37.00

uStarHub TV on Cable specific charges

Cable Point Installation Fee: $107 - $155.15 per cable point

Annual Network Maintenance Fee: An annual maintenance fee for use of our network is chargeable as stated below.
a. $42.80 for landed homes
b. $32.10 for private highrise homes
c. This fee is currently waived for residential customers.

StarHub Go VAS: Allows customers to watch subscribed StarHub TV channels online.

Visit starhubgo.com

StarHub Digital Voice specific charges

Disconnection Fee: $32.10

Number Change Fee: $32.10

Telephone Wiring: $64.20

Golden Number Selection: $415.16 per number

Silver Number Selection: $94.16 per number

Late Payment

$5 for every 30 days of outstanding payment

$40.66 Service Call Base Charge per computer connection or set-top box.

NOTE:

  • *All prices are inclusive of 7% GST.
    1. HD enabled set-top is required. Standard rental charges apply.

    2. MaxMobile 21Mbps (1GB) comes with 1GB bundled data. Excess data usage will be charged at $8.56 per GB. Monthly bill is capped at promotional rate of $85.60 (U.P. $168). Promotion is valid till a date predetermined by StarHub.
    3. You will need certain Equipment to access our Home Broadband Services namely: (a) Voice-enabled Cable Modem for Home Cable Broadband Service; or (b) Wireless AC Router for Home Fibre Broadband Service. We will provide the Voice-enabled Cable Modem or Wireless AC Router, as the case may be, to you at no further charge.
    4. We may, at our discretion, waive all or any applicable Charges, as part of any ongoing promotion or otherwise.
  1. Additional Terms and Conditions for Hub Club Customers
    1. Your subscription to the StarHub TV Services and Home Broadband Service (MaxInfinity or Cable Broadband) under the HomeHub Plan may be used to fulfill the Hub Club services criteria and enable you to qualify for StarHub’s Hub Club programme.
    2. However, your subscription to the MaxMobile Service under the HomeHub Plan may not be used as a participating mobile line to entitle you to a Hub Club discount and membership.
    3. If you are a Hub Club member, any discounts which you enjoy as a Hub Club member in respect of your Hub Club TV Services, Cable Home Broadband Service and/or Fibre Home Broadband Service may not be applied to your basic monthly HomeHub subscription fees.
    4. However, you may enjoy Hub Club discounts on the nett amount of the subscription fees for any additional StarHub TV services purchased over and above the minimum 3 Groups for StarHub TV which we may determine from time to time, after deducting the value of any applicable HomeHub Voucher.
    5. The Hub Club Service Specific Terms and Conditions set out in www.starhub.com also apply. In the event or any conflict, ambiguity or inconsistency between the these HomeHub Plan Terms & Conditions and the Hub Club Service Specific Terms & Conditions, these HomeHub Plan Terms & Conditions will prevail.
  2. HomeHub Voucher
    1. By subscribing to the HomeHub Plan, you will, subject to the terms and conditions herein, be entitled to receive from us a HomeHub Voucher each month. We will inform you of the value of the HomeHub Voucher, which shall be determined based on the type of HomeHub Plan you subscribe to.
    2. The HomeHub Voucher will be issued upon commencement of your HomeHub Plan.
    3. The HomeHub Voucher will be credited into your bill on a monthly basis.
    4. If you subscribe to any of the eligible add-on channels and/or add-on groups while you are on the HomeHub Plan, and subscription is effected not at point of new sales or recontract to the HomeHub Plan, the pro-rated and advanced subscription Charges will only be offset against your next HomeHub Voucher in your subsequent bill
    5. The HomeHub Voucher may be used to offset certain Charges incurred by you in relation to StarHub TV Services which are over and above the minimum 3 Groups required for the subscription of the StarHub TV Service.  We will notify you of such Charges from time to time.  Currently, Charges which may be offset using the HomeHub Voucher are those relating to additional groups of channels, add-on channels and/or add-on groups purchased by you, but excluding Add-on Packs. “Add-on Packs” include without limitation the Box Office Pack, Supreme Box Office Pack, Yu Le Pack, Qiang Dang Yu Le Pack, Thangam Pack, Impian Pack, Manoranjan Pack and Thangam Migai Pack.
    6. For video-on-demand services, the HomeHub Voucher may be used to offset Charges for video-on-demand services purchased via your set-top-box only and cannot be used for video-on-demand services purchased via the StarHub Go Service or StarHub Go Value-Added Service.
    7. The HomeHub Voucher cannot be used to offset Charges in relation to any type of television content purchased via the StarHub Go Service or StarHub Go Value-Added Service.
    8. The value under your HomeHub Voucher for each month will only be credited and reflected in your bill if there are applicable TV subscription fees that are eligible for offset in the manner described above. Any unused or remaining value of the HomeHub Voucher will be forfeited and will not be carried forward to the following month.
    9. You will entitled to the full value of your HomeHub Voucher, provided all the Services under your HomeHub Plan remain active in the relevant month during which your HomeHub Voucher is valid. If your HomeHub Plan or any Individual Service thereunder is suspended for any period whatsoever, you will not be entitled to the value of the HomeHub Voucher that is attributable to that period of suspension.
    10. The HomeHub Voucher cannot be exchanged for cash or benefits-in-kind, and is non-transferable