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Mobile Services

3G Service

General Product FAQs

  1. What is 3G and how different from current GPRS network available today?
    3G - The abbreviation stands for "third generation”. Third generation (3G) is the generic term used for the next generation of mobile communications systems. These have been created to support the effective delivery of a range of data-orientated enhanced services. In addition, they provide more efficient systems for the transmission of existing services, such as voice, text and data that are available today.

    3G is a wireless industry term for a collection of international standards & technologies (such as WCDMA, UMTS) that supports high bandwidth services via the mobile network. Commonly known as third generation of mobile wireless communications, it enables you to enjoy better and richer multimedia services and enables video calling, a unique offering of 3G service.
  2. What are the benefits of using 3G?
    3G supports far greater data speeds than is possible today on GPRS. It provides excellent resolution for rich sources of content such as video streaming, news or music content. It also supports video calls, which is not possible with the GSM/GPRS network
  3. What do I need to have to enjoy 3G services?
    To enjoy 3G services, you will require a 3G phone and a 3G SIM card (commonly called a USIM).
    If you are a new customer, you will have to sign up for any one of StarHub's 3G price plans, purchase a 3G phone and a USIM.

    If you are an existing StarHub Mobile 2G customer and would like to experience video calling or richer multimedia services, you will have to upgrade your SIM card to a 3G USIM and purchase a 3G phone. You do not need to change your existing mobile number.
  4. What is a USIM?
    USIM stands for Universal Subscriber Identity Module and has been specified by 3GPP (a standards body) to be the SIM for use on the 3G network.

    In addition to the features of a regular 2G SIM card, it also allows the storing of email addresses and access to both the 2G and 3G networks.

    Conversely, a customer with a 2G SIM card can only log on to the 2G network and not the 3G network.

Product FAQs - Video Content

  1. What video services can I expect to use with StarHub Mobile's 3G service?
    All StarHub mobile customers will be able to enjoy a host of video contents on their mobile phones. This is offered to both 2G and 3G customers. You just need to access the Gee! portal to discover the wide range of content available to you depending on the mobile phone you are carrying and the network you are logged on to.

    Our content line-up includes:
    • live news streaming
    • sports highlights
    • entertainment highlights
    • music video clips
    • movie trailers
    • Asian Entertainment video clips comprising weekly drama highlights on our cable channels
  2. What's the difference between video downloads and video streaming?
    Video downloads enable you to download a video clip onto your phone which you can replay (and forward to friends) any time you wish as long as it is stored on your phone. Video downloads are also currently chargeable at $0.90 and $2 (excluding GST) per video download.

    Video streaming on the other hand enables you to view the video clip, or access “live” content directly (eg. CNN and CNA). Streaming lets you see the content immediately after a brief buffering period. You will be able to view the content but will not be able to store it on your phone, or forward it to someone else.
  3. I have a video-supported 2G phone, what video contents can I access?
    You can access the following video contents:

    Sports
    Sports highlights from our SuperSports channel

    Entertainment
    Celebrity World, Asian Entertainment

    News
    Bloomberg
  4. How do I access these video contents with my 2G phone?
    To access any video downloads or video streaming clips on your 2G phone, go to 2G Gee! > videos. You will see streaming and downloads available for your access.
  5. What video contents can I access on my 3G phone?
    You can access a host of video contents with your 3G phone from live streaming of news to entertainment video streaming clips. Categories include:

    Sports
    Supersports channel highlights of Extreme sports,
    Inside Grand Prix and highlights of the Golf - European Tour Weekly

    Entertainment
    E! Entertainment, Asian Entertainment, Movies, Music videos and music interviews

    News
    CNN “LIVE”, CNA “LIVE” and daily market wraps from Bloomberg
  6. How do I access these contents on my 3G phone?
    To access and view these video streaming clips, go to the 3G Gee! Portal to look for the genre you are interested in. For e.g., to view E! Entertainment clips, go to Gee! > Entertainment.

    You can also obtain some of these video clips as video downloads. To access, go to Gee! > Fundownloads > videos.
  7. I have a handset that supports video. Why am I not able to access the video clips on the Gee!?
    If the handset manual states that the handset supports video, this could mean one of the following scenarios:
    • The handset is capable of recording video and playback;-
    • The handset is capable of receiving video downloads via MMS;-or
    • The handset is capable of streaming videos.
    In order to access or stream video clips from the Gee! Portal, you will need a handset that supports video streaming.

Product FAQs - Video Call and Other 3G-Related Services

  1. What is video call and how different is it from a normal call? How do I make a video call?
    A video call enables you to see and speak to the person you are calling. To make a video call, users just need to dial the phone number and press the “video call button”, which is available on all 3G video call supported phones.
  2. Can I call or SMS StarHub/M1/SingTel customers while on the 3G network? Can I also make a video call to StarHub/M1/SingTel customers?
    Yes, you will be able to make voice calls, send SMS and MMS to each other, regardless of which operator the receiving party is subscribing to.

    As for video calls, the receiving party needs to be a 3G customer in a 3G network area and carrying a 3G handset.
  3. What happens if someone try to make a video call to me but I'm not reachable. Will it go to my voicemail?
    No, if someone makes a video call to you and is unable to reach you, the call will be terminated.
  4. Is Call Waiting, Call Hold applicable for video calls?
    No, these features are not supported for video calls.

Product FAQs - International Video Calls (For StarHub Mobile Customers)

  1. What do I need in order to make an IDD Video Call to my family/friends overseas?
    StarHub Mobile currently supports IDD 008 video calls to operators in more than 20 countries around the world. Please click here for a list of destinations. Besides having a 3G phone and 3G SIM card (commonly called a USIM), your StarHub Mobile phone line must be activated for IDD service.

    To ensure successful video calls, both parties must be using 3G video-enabled phones and be in 3G coverage areas in their respective networks.
  2. How do I make an IDD Video Call?
    To make an IDD Video Call to an overseas-registered 3G mobile phone from your StarHub 3G mobile phone, just dial: 008 > Country Code > Telephone Number, and press the Video Call button
  3. Can I use both IDD 008 or 018 to make an international video call?
    You will only be able to use IDD 008 to make International Video Calls.
  4. How much will it cost to make an IDD 008 video call? Is it the same as that of IDD voice calls I make today?
    Exclusively for StarHub Mobile 3G customers, we have a special flat rate of $0.88 per minute for IDD 008 video calls across all IDD video call-supported destinations listed on our website. There is an additional local video call charge of $0.15 per minute applicable.

Product FAQs - Coverage - Related FAQs

  1. Will I be able to access 3G service anywhere in Singapore?
    We have achieved over 95% street level coverage as required by iDA. In addition, many major buildings such as hotels, shopping centres and commercial buildings are covered. However, it should be noted that customers may experience blind spots in some areas.
  2. What happens if I am in a blind spot?
    If you are at a blind spot or in a building where there is no 3G coverage, you should still be able to seamlessly logon to StarHub's 2G network.

    However, If you are in the midst of a video call, your call will be terminated as video calls are not supported on the 2G network.

    If you are in the midst of a voice call, your call will not be interrupted.
  3. Does my friend also have to be on the 3G service and in a 3G network for me to make calls to them?
    No. You can make calls to your friends even if they are on the 2G or fixed networks.

    However, both you and your friends need to be 3G subscribers and logged on to the 3G network if you want to make video calls to one another.

Product FAQs - Roaming

  1. Can I roam if I am signed up for 3G service?
    Yes you can. Signing up for 3G services does not impact your ability to roam to any foreign 2G network that StarHub Mobile has roaming arrangements with.

    Get a list of 3G-specific operators that StarHub Mobile currently has roaming arrangements with.
  2. What happens when I travel overseas with my 3G phone?It works in the same way that 2G does. You will continue to pay for usage of all IDD and roaming charges that you actually incur while overseas. However please note that charges may vary from operator to operator.

    Also, 3G services are available only in countries where the operator has 3G available.
  3. Will I be able to access StarHub 3G content when I am overseas?
    Yes but only in the 3G-supported countries listed on our website. Please also make sure you bring along your 3G phone.
  4. Can I use video and data services in all 3G roaming destinations?
    Please keep in mind that if you wish to make video calls and use high speed packet services, the foreign operator needs to support this as well. Get a list of Destinations, Operators and Services who support these services. Also, please note that data roaming charges will apply.

General Pricing and Customer Policies

  1. Which of the current StarHub price plans are available to 3G customers?
    All our existing Power plans are available to customers who wish to sign up for both 2G and 3G. The only exception is that with 3G, you will have video calls enabled as a basic service for you, over and above the standard voice calls for 2G customers.

    Get more information on our price plans here.
  2. Is StarHub Mobile offering any special promotions to make it attractive for customers to sign up for 3G services?
    Customers who sign-up for StarHub Mobile 3G services will enjoy:
    • Free 100 outgoing video mins per month till 31 Dec 2012
    • Free incoming video calls across ALL price plans till 31 Dec 2012
  3. How much are video calls charged and are free incoming video calls available?
    Video calls are charged at the same rates as voice calls i.e. flat rate of 15 cents per minute. There will be free incoming video calls across ALL price plans till 31 Dec 2012.

    In addition to that, StarHub Mobile is also offering 100 free outgoing video minutes per month till 31 Dec 2012.   
  4. What would the charges be like for IDD video calls for StarHub Mobile 3G customers?
    IDD video calls can only be made on IDD 008. StarHub Mobile customers are charged a flat rate of $0.88 per minute to any of the IDD video call supported countries listed on our website. There is an additional local video call charge of $0.15 per minute applicable.
  5. Will there be additional charges when I access video content when I am overseas?
    When roaming overseas, relevant roaming charges apply according to the network you are connected to. This will vary from operator to operator.

Pricing and Customer Policies - NEW Customers

  1. Where can I sign-up for 3G services with StarHub?
    You can sign-up for StarHub Mobile's 3G services at any StarHub Shops or Exclusive Partner outlets.

Pricing and Customer Policies - Existing Customers

  1. I am an existing customer. Do I need to change my SIM card to enjoy 3G services like video calls?
    You will need to change your existing SIM Card to a 3G USIM. This USIM charge of $26.75 (inclusive of GST) applies.
  2. Does this mean that I have to change my mobile number as well?
    Not at all. You will not have to change your number to enjoy 3G services.
  3. I am an existing StarHub Mobile customer. Where can I sign-up for 3G service with StarHub?
    You can visit our StarHub Customer Service Centres to sign up for 3G service. If you wish to re-contract on a two-year 3G mobile handset package at the same time, please visit any of our StarHub Shops or Exclusive Partners outlets. You will also enjoy a free upgrade to a new USIM required to access 3G services. Please note that existing re-contract conditions apply.
  4. I already own a 3G handset. Where can I sign-up for 3G services with StarHub?
    If you already have a 3G handset, all you need to do is upgrade your existing SIM card to a USIM. You can do this at any of StarHub's Customer Service Centres. A USIM charge of $26.75 (inclusive of GST) applies.