What is it

SafeSurf General Information

1. What is SafeSurf Online?

SafeSurf Online is a Value-Added Service available to all Cable and Fibre Broadband monthly access plan customers. It is a "filtering" service which blocks out undesirable websites on the Internet. 

2. Who can subscribe to SafeSurf Online?

All customers currently subscribed to Cable and Fibre Broadband monthly access plans can subscribe to SafeSurf Online. All Cable and Fibre customers will enjoy FREE SafeSurf Online till 31 March 2016. Thereafter, the prevailing subscription rate applies. 

3. How do I subscribe to SafeSurf Online?

As SafeSurf Online is a Value-Added Service for Cable and Fibre Broadband monthly access plans customers, you must first subscribe to one of these postpaid residential broadband plans in order to enjoy the service. You can sign up for SafeSurf Online through our website at starhub.com/safesurf. Please remember to have your Cable and Fibre Broadband customer number and cable modem MAC ID or home gateway Base MAC ID ready to complete the registration.

4. After I have subscribed to SafeSurf Online, can I deactivate SafeSurf Online at anytime?

Once you subscribe to SafeSurf Online, you will be safeguarded against undesirable websites as long as you are connected via Cable and Fibre Broadband. To deactivate the service, you will have to call StarHub's 24-hour Customer Care Hotline at 1633. Please note that an activation fee will apply if you wish to reactivate SafeSurf Online. 

5. What is SafeSurf Online's Enable/Disable feature about?

Existing SafeSurf Online customers have the new option of enabling or disabling the SafeSurf Online function. Enabling the function means access to undesirable websites will be stopped, while disabling means users will be able to access all websites without interference. 

6. What are the benefits of subscribing to SafeSurf Online?

With SafeSurf Online, parents can enjoy peace of mind when their children access the internet. This added security feature will ensure a safe and enriching internet experience for their children. 

7. How does StarHub decide on which websites to block with SafeSurf Online?

StarHub does not decide on which websites to block out. The database of undesirable websites is taken from and maintained by StarHub's SafeSurf Online vendor, BrightCloud. 

8. There are new undesirable sites created in the world everyday. How do I know whether SafeSurf Online will be regularly updated with these sites?

The database of undesirable websites on SafeSurf Online are managed and updated regularly by StarHub's SafeSurf Online vendor, BrightCloud. 

9. Is there any change in monthly subscription charges for SafeSurf service after the enhancement?

There is no change in monthly subscription charges. Customers will continue to enjoy FREE SafeSurf Online till 31 March 2016. Thereafter, the prevailing subscription rate applies. 

Requirements

1. What do I need to be able to subscribe to SafeSurf Online?

As SafeSurf Online is a Value-Added Service for Cable or Fibre Broadband, you will need to be subscribed to a Cable or Fibre Broadband monthly access plan in order to enjoy SafeSurf Online. 

2. How does SafeSurf Online work?

Once customers have subscribed to SafeSurf Online, the service will be provisioned for each cable modem. Customers are not required to further configure their computers or laptops to enjoy SafeSurf Online. 

3. How do I know that SafeSurf Online is being provisioned for my Cable Broadband service when I sign up online?

SafeSurf Online will be provisioned once you have applied for the service online. You will receive an acknowledgement letter within 2 working weeks. 

4. I have a few computers/laptops linked to a home network with Cable or Fibre Broadband, will SafeSurf Online be provisioned on all the computers/laptops?

Yes, SafeSurf Online is provisioned to the cable modem tied to your Cable or Fibre Broadband service, so it will be applicable to all the computers and/or laptops connected to your Cable and Fibre Broadband home network. 

5. Can SafeSurf Online be provisioned for all types of cable modems?

SafeSurf Online can be provisioned for any cable modem as long as it is certified from StarHub. 

6. I have just replaced/bought a new modem. What do I need to do to ensure SafeSurf Online is provisioned to my new cable modem?

You will need to contact our technical support to request for your new modem to be provisioned for your Cable or Fibre Broadband service. Once provisioning has been confirmed by our staff, log in to http://safesurf.starhub.com with your Hub iD or Gee! iD for the new changes to take effect. For customers who have replaced 2 or more modems at the same time, click on the [Update] button next to your new device after you log in. 

Subscription

1. What is the subscription fee for SafeSurf Online?

Customers will enjoy FREE SafeSurf Online till 31 October 2015. Thereafter, a monthly subscription of $2.68 applies.  

2. Can I sign up for SafeSurf Online anytime and how will I be charged?

Yes, you can sign up for SafeSurf Online anytime and you will be charged upon the point of sign-up. The subscription charges will be pro-rated. 

3. Will I be charged for SafeSurf Online if I disable the service?

Yes, you will still be charged for the subscription unless you terminate the service. 

4. Will I be issued with StarHub Rewards Monthly Points for my SafeSurf Online payments?

Yes, you will be issued with points for your monthly SafeSurf Online payments. The points will be issued to your corresponding Cable or Fibre Broadband account.

5. What number should I dial for technical support?

Please call StarHub's 24-hour Customer Care Hotline at 1633 for technical support.
Step 1 – Press 1 for English or 2 for Mandarin
Step 2 – Press 3 for MaxOnline – Cable Broadband/Dial-up/Digital Voice
Step 3 – Press 1 for MaxOnline – Cable Broadband
Step 4 – Press 3 for technical assistance

Please have your Cable or Fibre Broadband customer number and cable modem HFC MAC ID or home gateway Base MAC ID on hand.

Enhancement

1. What is the SafeSurf enhancement about? Why is there a need for this enhancement?

StarHub is constantly looking to improve our customers' experiences and expectations of our services. With the gradual changes in parenting styles and increasing website categories available online, we have enhanced SafeSurf to allow our customers to customise content filtering settings according to their household surfing needs.

2. Is there any change in monthly subscription charges for SafeSurf service after the enhancement?

There is no change, as customers will continue to enjoy SafeSurf Online for free till 31 March 2016. Thereafter, the prevailing subscription rate applies. 

3. Is there any difference in user experience after the SafeSurf enhancement?

Yes, with the SafeSurf enhancement, you will enjoy existing features as well as new features supported by the new SafeSurf customer portal. SafeSurf users will see a brand new SafeSurf login page. After logging in successfully, users will be directed to a new user interface.

Below is a summary table of the difference in features and user settings: 

Features Enhanced SafeSurf Current SafeSurf
No installation required Y Y
Block undesirable web content from your child Y Y
Enable or disable SafeSurf service via web login Y Y
Choose from 15 Content Categories to filter Y N
5 extra Content Categories to choose from Y N
Quickly set Content Category filters using recommended Presets Y N
Block a particular website from your child Y N
Allow a particular website to be surfed by your child Y N
Maintain a customised list of blocked and allowed websites Y N
Set parent access password to allow normal surfing for yourself while blocking websites for your child Y N
Import existing SafeSurf settings to another SafeSurf subscription under your account Y N
Protects on StarHub Home Broadband and Mobile networks Y N

4. Will my SafeSurf login be affected after the enhancement?

No, you can still continue to use your Hub iD to login to the SafeSurf customer portal. 

5. Will my SafeSurf service settings be affected with this enhancement?

No, your settings will be automatically migrated to the new SafeSurf portal. The settings are the same as the "Young Children" recommended preset with the following blocked content categories enabled:

  • Adult Content
  • Dating
  • Drugs & Alcohol
  • Gambling & Cheating
  • Hate & Intolerance
  • Internet Security Threats
  • Violence & Weapons
  • Games
  • Social Networks, Chats & Blogs
  • Streaming Media & Downloads

6. What are the ways of accessing the SafeSurf portal after the enhancement?

The SafeSurf portal can be accessed by any device with access to the internet.

For web access via laptops, PC and MAC, you can login to the new SafeSurf portal by typing the URL http://safesurf.starhub.com and entering your HubID and password. Alternatively, you can also click on the link on the SafeSurf product page http://safesurf.starhub.com and login from there.

For web access via mobile devices, the process is the same. Key in the SafeSurf portal URL on your phone's web browser to begin.

7. Is there an app for me to access the SafeSurf portal using my mobile phone?

An app supporting mobile viewing optimised for iOS and Android will soon be available.
StarHub will keep you posted on the availability of this app. 

8. How do I enable/disable SafeSurf using the new portal?

SafeSurf is automatically enabled whenever you sign up for the service with the preset "Young Children" assigned to your subscription.

To disable SafeSurf:

  • Login to the new portal
  • Select your SafeSurf subscription and click on the Service Settings tab
  • Uncheck all the 15 content categories that appear under the tab.

To enable SafeSurf:

  • Login to the new portal
  • Select your SafeSurf subscription and click on the Service Settings tab
  • Check on your custom selection of the 15 content categories that appears under the tab or click on a recommended preset

9. How can I tell if the new features have been enabled on my SafeSurf Subscription?

To check on your SafeSurf service summary:

  • Login to the new portal
  • Select your SafeSurf subscription
  • You will be brought automatically to the Service Summary tab. New features that have not been enabled will be marked in red.
  • Click on the Edit button to make the changes

10. How do I change the default preset assigned to me?

To modify SafeSurf settings:

  • Login to the new portal
  • Select your SafeSurf subscription and click on the Service Settings tab
  • Check on your custom selection of the 15 content categories that appear under the tab
  • Click on the Save button when you are done with your selection

11. How do I add/remove specific websites to block?

Blocking specific websites:

  • Login to the new portal
  • Select your SafeSurf subscription and click on the Unallowed Websites tab
  • Enter a URL that you wish to block and click on the Add button
  • The newly entered URL will appear below as part of the existing list of blocked websites

Removing a website from the blocked websites list:

  • Login to the new portal
  • Select your SafeSurf subscription and click on the Unallowed Websites tab
  • Click on the checkbox beside the URL that you wish to remove
  • Click on either of the 2 buttons:

o Unallow: moves selected URL to the Unallowed Websites list
o Remove: remove selected URL from the Allowed Websites list

12. How do I add/remove specific websites to allow?

Allowing specific websites:

  • Login to the new portal
  • Select your SafeSurf subscription and click on the Allowed Websites tab
  • Enter a URL that you wish to allow and click on the Add button
  • The newly entered URL will appear below as part of the existing list of allowed websites

Removing a website from the allowed websites list:

  • Login to the new portal
  • Select your SafeSurf subscription and click on the Allowed Websites tab
  • Click on the checkbox beside the URL that you wish to remove
  • Click on either of the 2 buttons:

o Unallow: moves selected URL to the Unallowed Websites list
o Remove: remove selected URL from the Allowed Websites list

13. How do I set the Parent Access password?

To set Parent Access Password:

  • Login to the new portal
  • Select your SafeSurf subscription and click on the Parent Access tab
  • Enter a password of your choice and click Save

14. When and where do I use the Parent Access password?

Whenever you see the SafeSurf Blocked Page on your browser during surfing, enter the Parent Access password in the field provided and press enter to continue. 

15. How often do I need to key in this password on my web browser?

You will only need to do this once on your active browser window. If you accidentally close the browser window while surfing or open up a different browser, you will be prompted to key in the password again. If you have locked your computer, you will also be prompted to key in the password again upon unlocking your computer. 

16. What is the Import Settings feature and how does it work?

The Import Settings feature is provided as a means to quickly configure new SafeSurf subscriptions using your existing settings.

For example, Customer A has an existing SafeSurf subscription with a list of 100 websites in his Unallowed list and he has just signed up for SafeSurf on Mobile. He wishes to apply the same settings on his new subscription. To do this:

  • Login to the SafeSurf portal
  • Select the new SafeSurf subscription to be configured and click on the Import Settings tab
  • Select an existing profile to import to the new subscription
  • A list of import settings will appear to allow you to confirm the settings to be imported
  • Click on Save to continue

17. What is the Service Reports feature and how does it work?

The Service Reports feature is exclusive to SafeSurf on Mobile. It allows customers to retrieve tracking reports on what your child is surfing on his or her mobile phone. This feature will be made available to SafeSurf customers in the future. StarHub will keep you posted on the availability of this feature. 

18. How do I enable SafeSurf on my StarHub mobile devices?

Simply log in to the SafeSurf portal and click on the mobile number that you wish to enable the service on. You will be prompted to select a principle mobile number to serve as an administrator if you have more than 1 StarHub mobile number.

Alternatively, you may also SMS SUB<space>Child's mobile number<space>AGE TO 6600. Visit the SafeSurf on Mobile FAQ for more details on SafeSurf on Mobile.

19. I am an existing SafeSurf customer. Will I be charged for subscribing to SafeSurf on Mobile?

You will not be charged, as SafeSurf on Mobile is a FREE service exclusive to existing SafeSurf subscribers who wish to extend the same protection service to their StarHub mobile numbers.

20. Why I am able to access Singapore Pools with SafeSurf which was denied access in the past?

As many new website are updated daily, we are constantly updating SafeSurf protection suite to ensure new and correct contents are filtered. Singapore Pools is not a restricted site under MDA and exempted under MDA’s gambling act, as such we decided to update the classification.

21. How do I restrict my family from accessing Singapore Pools with SafeSurf?

Please follow instructions in topic no. 11.