SafeSurf Mobile

General FAQs

General

1. What is SafeSurf on Mobile?

SafeSurf on Mobile is a Value Added Service from StarHub which provide parents with peace of mind as it offers children the freedom to use their mobile devices to access content and information while at the same time addressing their parent’s concern of protecting their children from undesirable and inappropriate content. It provides a safe surfing experience for love ones on the move with their mobile devices. However, it should be noted that like all such services, it will never be 100% fool-proof.

2. Who can subscribe to SafeSurf on Mobile?

All StarHub Mobile postpaid customers can subscribe their children or wards to the service as long as they are StarHub Mobile Postpaid or StarHub Mobile Prepaid customers.

The Service will not be available to children or wards who are StarHub Mobile postpaid or prepaid subscribers of BlackBerry® Mobile Plans and/or Mobile Data Pack Plans.

3. What is the subscription fee for SafeSurf on Mobile?

As a promotion, this service is provided for FREE until 31 March 2016. Usual monthly subscription charges of $2.68 per subscribed child or ward will apply thereafter.
 

4. What is the maximum number of children I can subscribe to SafeSurf on Mobile?

StarHub Mobile postpaid customer can nominate up to 4 mobile lines to subscribe for SafeSurf on Mobile service.

(Note: Parents can subscribe to the service using their own mobile number however the restriction of 4 subscriptions will still apply)

5. Do I need SafeSurf on Mobile?

StarHub recommends that SafeSurf on Mobile service is most suitable for household with children between the ages of 8 and 16. While the service does not have age restriction, for parents who has the intention of signing up this service for their older children should used it with discretion.

Subscribing to the Service

1. How do I subscribe SafeSurf on Mobile for my child/ward?

Via SMS:

Simply sms SUB <space> Child’s number<space> Age to 6600.

You will receive a confirmation SMS once you have successfully subscribed to SafeSurf on Mobile service. A default set of age-based filters will be set for your child or ward, based on the age provided during SMS sign up. Default filtering will be applied if no age is provided.

Go to starhub.com/safesurf  to log on to your web account (using either Hub iD) to further customise your own filters to suit the needs of your child or ward.

Via Web:

Log on to starhub.com/safesurf using either Hub iD. Click on the mobile number that you wish to subscribe to SafeSurf on Mobile service. A confirmation message will appear once you have successfully subscribed to SafeSurf on Mobile service. Default filtering will be applied. You can further customize your own filters to suit the needs of your child or ward.

2. Do I need to obtain any prior approval before I can subscribe my child/ward for SafeSurf on Mobile service?

This is to prevent potential abuse of the service.

To prevent potential abuse of the service, it will only be activated after StarHub receives the confirmation of acceptance from the child or ward’s mobile number. You will be notified via SMS when the Service is successfully registered for your child or ward.

3. I have sent an SMS to sign up to the service, why is the service not responding immediately?

When you send an SMS to sign up for SafeSurf on Mobile service, we do a quick check to make sure you are a valid StarHub customer before sending you a reply. This check might cause a slight delay. If you do not receive a response in more than 3 min, please do send a repeat SMS.

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

Once you have subscribed to SafeSurf on Mobile for your child or ward, your child or ward will be safeguarded against undesirable and inappropriate websites as long as you are a StarHub Mobile postpaid customer. To deactivate the service, you can simply sms UNSUB <space> Child’s number to 6600

How it works

1. How does SafeSurf on Mobile service works?

Once registered for the service, every time the child uses the service to access the Internet, the website or URL that the child is accessing will be checked for compliance with the access rules that have been set by the Parent.

The child or ward will receive a “block” message indicating the website is blocked if it falls under any of the blocked content categories/URLs.

2. How does StarHub decide on which websites to block with SafeSurf on Mobile?

StarHub uses a pre-selected content categories filtering based on the age of the subscribed child or ward provided. Any websites that falls under these pre-selected content categories will be blocked. The websites content categorisation is managed by a professional company which analyses the websites and the database is managed and updated regularly.

Like all other filtering service, no filtering service is 100% accurate. The service may not block access to all unwanted or undesirable websites and StarHub makes no warranty of filtering accuracy. This service is not a substitute for adult supervision.

3. How do I know which are the pre-selected content categories which are blocked for my child or ward?

The blocked categories will be listed when you logon to your web account using either your Hub iD on starhub.com/safesurf. You can choose the "customise" option to create your own block categories. You can also customise your own blocked/allowed URLs.

4. How are default categories set for each child?

The access rules are dependent on the age of the child that has been provided by the Parent during registration. StarHub will restrict access to categories of websites based on the information provided by the Parent.

Parents can modify the access categories set at any time. Logon to your web account using either Hub iD at starhub.com/safesurf to further customise your own filters to suit the needs of your child or ward.

5. How fool-proof is the filter process?

With the millions of sites coming online every day, no filtering service will be a 100% foolproof. There may be times when some new sites may be unfiltered. In this instance, it is recommended that the parent includes the URL in the blacklist and informs StarHub of the availability of this new site.

Parents should note that the service is not a replacement for parental supervision.

6. Am I able know which websites my child or ward has visited on his/her mobile device?

Yes. You can log on to your web account using either your Hub iD on starhub.com/safesurf. You will be able to view all the browsed websites of your child or ward for the last 14 days.

7. Is SafeSurf on Mobile service device dependent?

No, SafeSurf on Mobile service is compatible on majority of mobile devices but exclude support for BlackBerry® devices and dongles.

8. Any specific configuration or setting that I have to use on my child/ward mobile device?

You have to ensure your child or ward’s mobile device is using “StarHub Data Postpaid” or “SHWAP” for postpaid and “StarHub Data Prepaid” for prepaid as the access point to enjoy SafeSurf On Mobile.

Note: Please ensure iPAD setting is changed from ‘SHINTERNET’ to ‘SHWAP’.

9.    Is SafeSurf on Mobile service supported when using a Multi-SIM?

SafeSurf on Mobile service will be supported on both the primary and secondary SIM.

10. Is SafeSurf on Mobile supported on Data Pack Plan?

No, SafeSurf on Mobile service is not supported on Data Pack Plan. Customer who is on the plan will not be able to subscribe to SafeSurf on Mobile service.

11. What will happen to the Service if my child/ward decides to change to Mobile Data Pack Plan?

In the event that your child/ward changes his/her existing mobile subscription to a Mobile Data Pack Plan (whether prepaid or postpaid), the Service will be immediately terminated for your child/ward without further notice. The information on your online account for the affected child/ward will cease to be available from the date of termination of the Service.

12. Is SafeSurf on Mobile supported on BlackBerry® Mobile Plan?

No, SafeSurf on Mobile service is not supported on BlackBerry® Mobile Plan. Customer who is on the plan will not be able to subscribe to SafeSurf on Mobile service.

13. What will happen to the Service if my child/ward decides to change to BlackBerry® Mobile Plan?

In the event that your child/ward changes his/her existing mobile subscription to a BlackBerry® mobile plan (whether prepaid or postpaid), the Service will be immediately terminated for your child/ward without further notice. The information on your online account for the affected child/ward will cease to be available from the date of termination of the Service.

14. Will I incur data charges locally when I use SafeSurf on Mobile service?

Yes, StarHub usual local data charges will apply while accessing the service locally.

Note: Usual data charges will apply when the kids are re-directed to the MDA error page, SafeSurf on Mobile error page or WAP acknowledgement page. Usual local data charges will apply when you access the SafeSurf On Mobile Terms and Conditions page.

15. Can I access SafeSurf on Mobile service while I am overseas?

Yes. For data access and content filtering to work while roaming, you need to ensure the access point on your mobile device uses “StarHub Data Postpaid” or “SHWAP” if you are a SafeSurf on Mobile postpaid subscriber. For SafeSurf on Mobile prepaid subscribers, you have to ensure you are using “StarHub Data Prepaid” or “SHPPD” as your access point.

Usual data roaming charges will apply for data usage overseas. Please contact our Customer Care for assistance if you require further assistance.

16. Will the service still work if my mobile device is connected via WiFi?

No, the service will not work if your mobile device is connected via WiFi. Please ensure WiFi is turned off as you need to be connected via the StarHub mobile network in order for service to work.

17. What will happen to my SafeSurf on Mobile service if I change my mobile number?

All SafeSurf on Mobile subscriptions under your old mobile number will be immediately terminated without further notice. The online account for the Service will also cease to be available from the date of termination. You need to sign-up for the service on your new mobile number via sms. Simply sms SUB <space> Child’s number <space>Age to 6600.

18. What will happen to my SafeSurf on Mobile service if my child/ward changes their mobile number?

The Service for the affected child/ward old mobile number will be immediately terminated without further notice. The online account in respect of that child/ward will cease to be available from the date of termination. You need to sign-up for the service on the affected child/ward new mobile number via sms. Simply sms SUB <space> Child’s number<space> Age to 6600.

19. What will happen to my SafeSurf on Mobile service if my mobile subscription is terminated or ported-out?

All SafeSurf on Mobile subscriptions under your old mobile number will be immediately terminated without further notice. Your online account for the Service will also cease to be available from the date of termination.

20. What will happen to my SafeSurf on Mobile service if my child/ward mobile subscription is terminated or ported-out?

The Service will be immediately terminated for your child/ward without further notice. Your online account in respect of that child/ward will cease to be available from the date of termination.

 

  1. StarHub Mobile postpaid subscribers will be eligible to apply for the SafeSurf on Mobile (the "Service") for (i) themselves ("Users"); and/or (ii) their children or wards under 21 years of age, if their children or wards are also StarHub Mobile postpaid or prepaid subscribers ("Subscribed Users"). The Service will not be available to Users or Subscribed Users who are StarHub Mobile postpaid or prepaid subscribers of Blackberry Mobile Plans and/or Mobile Data Pack Plans. StarHub Mobile prepaid customers will not be eligible to apply for the Service as a User.

  2. Each User will be allowed to apply for a maximum of four (4) Services only.

  3. If a StarHub Mobile postpaid subscriber would like the Service to be provided to a Subscribed User who is not registered under his/her StarHub Mobile postpaid account but that of a third party subscriber, the StarHub Mobile postpaid subscriber shall first obtain the consent of that third party subscriber for the Service. A StarHub Mobile postpaid subscriber shall not subscribe for the Service in respect of any Subscribed User if he/she is unable to obtain the consent of the relevant third party subscriber.

  4. Upon successful registration of the Service, the StarHub Mobile postpaid subscriber requesting for the Service shall be registered as the User and shall be responsible for the subscription charges for each Service requested by him/her, and not the Subscribed User or the third party subscriber. The StarHub Mobile postpaid subscriber shall also inform the relevant third party subscriber that the relevant third party subscriber shall remain liable for all other charges (including data and data roaming charges) incurred on the Subscribed User's account, whether in relation to this Service or otherwise.

  5. Applicants shall, at StarHub's request, produce such supporting documents as StarHub may deem necessary to evidence their parental or guardian relationship to the Subscribed Users and/or to show that the relevant consents have been obtained from a third party subscriber.

  6. Prior to activating the Service, StarHub will require a further confirmation of acceptance of the Service to be given by each Subscribed User. The Subscribed User will be prompted to give their acceptance via WAP. StarHub will not be obliged to register or activate the Service unless it receives such confirmation of acceptance.

  7. The monthly subscription charge of $2.68 per month per Service will be waived until 31 March 2016 or such other period as may be notified by StarHub.

  8. In addition to the monthly subscription charge for each Service, the following charges may also be incurred and shall be payable by the Users or the third party subscriber (as the case may be):

    a. StarHub's prevailing local data charges; and

    b. StarHub's prevailing roaming data charges should the Service be used outside of Singapore.

  9. To enjoy the Service, Users and/or Subscribed Users have to ensure the access point on their mobile devices uses only (a) "StarHub Data Postpaid" or "SHWAP" for postpaid subscribers and (b) "StarHub Data Prepaid" or "SHPPD" for prepaid subscribers.

  10. In the event that (i) a User's mobile subscription is terminated; (ii) a User's mobile subscription is ported out; or (iii) a User changes his mobile service number, the Services for both the User and all Subscribed Users registered under that User will be immediately terminated without further notice to any of them. In addition, the information on the User's online account in respect of the Service(s) will cease to be available from the date of termination of the Service.

  11. In the event that (i) a Subscribed User's mobile subscription is terminated; (ii) a Subscribed User's subscription is ported out; (iii) a Subscribed User changes his mobile subscription to a Blackberry mobile plan or a Mobile Data Pack Plan (whether prepaid or postpaid) or (iv) a Subscribed User changes his mobile service number, the Services will be immediately terminated for that Subscribed User, without further notice to the User or that Subscribed User. In addition, the information on the User's online account in respect of that Subscribed User's Service(s) will cease to be available from the date of termination of the Service.

  12. StarHub shall not be liable for any loss of data resulting from the termination of the Services under paragraphs 10 and 11 above.

  13. The User acknowledges and agrees that:

    a. Pre-selected content categories filtering will be carried out based on the age of the Users or Subscribed User. If no information on age is provided, the filtering for "Age 12 and below" category will be used.

    b. Users are responsible to ensure that the default settings are appropriate for the relevant Subscribed Users, and to modify them if necessary. Users are therefore encouraged to check that the settings are appropriate.

    c. The default settings may be modified at any time by the User but not the Subscribed Users through the online account provided as part of the Service.

    d. No filtering service is 100% accurate. This Service is not a substitute for adult supervision. StarHub makes no warranty or representation that the Service is accurate, will filter out all inappropriate content, or that it is fit for the purpose.

    e. The Service will not filter content for any traffic bypassing StarHub’s mobile network, including without limitation:

    i. Content accessed via WiFi traffic;

    ii. Content accessed via a device with static Internet Protocol address; and

    iii. Content accessed via a device on a Virtual Private Network (VPN).

    f. The Service will only support and filter content on http and WML protocols. Content on Https/RTSP protocols will not be supported by this Service for content filtering.

    g. The Service will not be able to filter access to the content or applications that have already been downloaded on the mobile or tablet device prior to the commencement of this Service.

  14. StarHub shall have the right to terminate the Services immediately if the User or any Subscribed User breaches any of these terms and conditions.

  15. In addition to any indemnities that the User has agreed to provide StarHub, the User agrees to fully indemnify StarHub for all claims, damages, losses and liabilities arising from information provided by the User for the purpose of registration for the Service, the use of the Service (whether by the User or the Subscribed Users), and the negligence, omission, act or breach of these Terms & Conditions whether by the User or the Subscribed Users.

  16. The Service is provided on an "as is" and "as available" basis and the User agrees that the use of the Services is at his sole risk. StarHub expressly disclaims 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 the User from StarHub or through the Service will create any warranty not expressly set out in this Agreement.

  17. StarHub will not be liable for any interruption, disruption to or deterioration in the quality, reliability or accuracy of the Service or for any technical issue that may arise by reason of the User’s use or inability to use the Service.

  18. StarHub may at any time, without notice or liability to the Users or Subscribed Users, restrict the use of the Service or limit its availability in order to perform maintenance activities for its services.

  19. In addition to these terms and conditions, StarHub's General Terms and Conditions and Specific Terms and Conditions for Mobile Data Services at www.starhub.com will apply (collectively "Terms and Conditions").

  20. StarHub reserves the right to amend the Terms and Conditions (including pricing) at any time without notice. Continued use of StarHub services and the Service will constitute acceptance of these Terms and Conditions and the amendments thereof.