3G Service
General Product FAQs
- 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.
- 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 of
Barclays EPL, news or music content. It also supports video calls which is not
possible with GSM/GPRS network. - 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'll have to sign up for any one
of StarHub's 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.
- 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.
It has the same features as a regular 2G SIM card except that 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
- 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
- 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 (without 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 forward it to someone else.
- I have a video-supported 2G phone, what video contents can I access?
You can access the following video contents:
Sports
Mobile ESPN Premiership Xtra!
Sports highlights from our SuperSports channel
Entertainment
Celebrity World, Asian Entertainment
News
Bloomberg
- 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.
- 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 includes:
Sports
Mobile ESPN Premiership Xtra!
Supersports channel highlights of Spanish Primera Liga, Italia Serie A, 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
- How do I access these contents on my 3G phone?
To access these contents go to the 3G Gee! to look for the genre you are interested in to view the video streaming clips. For eg. 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.
- I have a handset that supports video. Why am I not able to access the video clips on the Gee!?
There could be three scenarios when it is mentioned that the handset supports video.
- The handset is capable of recording video and playback.
- The handset is capable of receiving video downloads via MMS.
- The handset is capable of streaming videos.
You would need to have a handset which specifically states that it supports video streaming in order to access and stream the video clips from the Gee!.
Product FAQs - Video Call and Other 3G-Related Services
- What is video call and how different is it from a call that I make today?
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 as with current practice and instead of pressing the normal call button, they press the “video call button” which is available on all 3G video call supported phones.
- Can I call or SMS SH/M1/Singtel customers while on the 3G network? Can I also make a video call to SH/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.
- What happens if someone try to make a video call to me but I'm not reachable. Will it go to my voicemail?
The current voicemail service only enables the deposit and retrieval of messages received on voice calls. If someone makes a video call to you and is unable to reach you, the call will just terminate.
- 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)
- 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.
- 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
- 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.
- 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. The local video call charge of $0.15 per minute applies.
Product FAQs - Coverage - Related FAQs
- 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 as StarHub's 3G network is a new
network, customers may experience blind spots in some areas. - 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.
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. - Do 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
- 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.
- 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 note that 3G services are available only in countries where the operator has 3G available.
- Will I be able to access StarHub 3G content when I am overseas?
Yes but only in the list of 3G-supported countries listed on our website. Please also make sure you bring along your 3G phone.
- 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 here.
Product FAQs - Data Cards
- Are data cards available from StarHub?Yes. StarHub offers the the Novatel Merlin U531, which is a 3G/GPRS card.
- How do I install the data card?Installation is very simple. Insert the card into the PCMCIA slot on the notebook and run the CD-ROM to install the drivers. Please click here for more information on installation.
- What settings do I use for the card?
To simply the process for customers, StarHub has pre-configured the StarHub settings on the CD-ROM. The installation process will install the StarHub settings automatically.
- I purchased a data card from a non-StarHub source. Where can I find the StarHub settings for the card?
The StarHub settings can be found in the StarHub website.
- What are the benefits of using a 3G data card and how is it different from the current GPRS data card available?
3G data cards function in the same way as GPRS data cards do, except that it caters for the greater bandwidth that 3G supports. Notebook users can access the Internet or the Corporate Intranet for any location with 3G coverage.
In the event that 3G coverage is not available, the data card will support access through the GPRS network. Some data cards will also support Wifi access, which means that these cards can be utilised at any StarHub Wifi hotspots.
The 3G data card also supports the sending, receiving and management of SMS.
General Pricing and Customer Policies
- 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.
- 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 2009
- Free incoming video calls across ALL price plans till 31 Dec 2009
- How much will I have to pay for video content?
Video downloads are currently chargeable at $0.90 or $2 per download (exclusive of GST).
- How much are video calls charged and are free incoming video calls available?
Video calls are charged the same as voice rates ie. at a flat rate of 15 cents per minute. There will be free incoming video calls across ALL price plans till 31 Dec 2009.
In addition to that, StarHub Mobile is also offering 100 free outgoing video mins per month till 31 Dec 2009.
- 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. The local video call charge of $0.15 per minute applies.
- Will there be additional charges when I access video content when I am overseas?
When roaming overseas, relevant roaming charges apply accordingly to the network you are connected to. This will vary from operator to operator.
Pricing and Customer Policies - NEW Customers
- 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
- 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 $21.40 (inclusive of GST) applies.
- 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.
- I am an existing SingTel/M1 port-in customer. Can I sign-up for 3G services with StarHub?
Yes you can. You will be able to access 3G services similar to “non-port-in” customers. However, do note that video calls will not be supported if someone calls you on your SingTel/M1 number.
You can nevertheless, make and receive video calls on your StarHub Mobile number.
- I am an existing StarHub Mobile customer. Where can I sign-up for 3G service with StarHub?If you wish to recontract on a two-year 3G mobile handset package at the same time, please visit any of our StarHub Shops at Plaza Singapura, One Raffles Place and Tampines Mall. You will also enjoy a free upgrade to a new USIM required to access 3G services. Please note that existing recontract conditions apply.
Please note that our Exclusive Partner outlets do not support handset upgrades to 3G for existing StarHub Mobile customers.
- 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 $21.40 (inclusive of GST) applies.
