SmartSupport

 

1. What is SmartSupport?

SmartSupport provides assistance on all after-sales device issues from device security and content management, to live agents helping you with device issues to reconnecting you with your device 

2. What is the difference between SmartSupport Plus and SmartSupport Basic?

While both plans offer device replacement or swap, SmartSupport Plus comes with additional perks of Mobile Technical Support (MTS) via self-help portal or an agent. 

3. Is SmartSupport service a mobile insurance plan?

No, SmartSupport is not a mobile insurance plan.

4. Can I sign up to SmartSupport if I purchase a mobile device at retail price with no contract at StarHub retail outlets?

No, you are not able to sign up to SmartSupport if you purchase a mobile device at retail price with no contract. 

5. Handset manufacturers already provided me with 12 months warranty, why should I take up SmartSupport?

SmartSupport provides assistance in all after-sales device issues from device security and content management, to a device delivered to your door step and reconnecting you with your device. With SmartSupport Plus, you can even get assistance via live agents who will help you with your device issue.

6. Will files be copied over from iTunes or Google Play onto my swapped or replaced device?   

No.

 

Eligibility For Enrollment

7. Who is eligible to sign up to SmartSupport?

Customer who signs up a new postpaid or re-contracts a postpaid mobile line (excluding SIM Only plans) and purchases a new handset, will be eligible to sign up for SmartSupport at the time of signing up and purchase of the new handset.

8. Can I sign up for SmartSupport for more than one device?

Yes, as long as each new device is associated with a postpaid mobile plan. 

9. How will I be billed?

You will be billed a monthly fee via your StarHub bill. First month’s bill will be pro-rated to your commencement date.

10. Can I terminate my SmartSupport service anytime?

Yes, there is no minimum contract period. You can terminate your SmartSupport service at any time.

11. Can I sign up to SmartSupport with an existing device?

No.

12. What kind of devices can I sign up for SmartSupport?

All mobile devices that is retailing at any StarHub retail outlet is able to sign up for SmartSupport.

13. Can I retain the SmartSupport service after terminating my postpaid mobile subscription?

No.

14. Can I transfer my SmartSupport service when I transfer my postpaid mobile subscription?

No, the SmartSupport service is not transferable. The SmartSupport service will be terminated once the transfer takes effect.

 

SmartSupport Revamp

15. Why is there a change of terms and conditions for SmartSupport?

The terms and conditions have been changed to better reflect the current market conditions of the mobile devices.

16. For devices which are retailing above $751, why is the replacement fee increased from $400 to $500?

Due to the increase in the cost of high end devices, we have retained the monthly subscription fee but have to increase the service fee to keep up with the cost.

17. Can I sign up to SmartSupport now but choose the set of terms and conditions that is dated before 15 January 2016?

No. From 15 Januray 2016 onwards, the revised terms and conditions will be applicable to all SmartSupport new sign-ups or recontract

18. How will this change of terms and conditions affect the SmartSupport service that I signed up prior to 15 January 2016?

For all sign ups prior to 15 January 2016, the terms and conditions remain unchanged and can be found here.  For sign ups after 15 January 2016, the new set of Terms & Conditions can be found here.

19. I have signed up for SmartSupport service for all my mobile devices, how do I track my SmartSupport enrolment date?

You can contact SmartSupport hotline at 800 852 6030 or +65 6822 2255 (when overseas) to find out the applicable terms and conditions for your respective mobile devices.  

20. How does StarHub determine if I get a new or refurbished set for my swap or replacement device?

This is dependent on the stock availability at the point of service request.

21. Can I request for a new device?

You will not be able to request for a new device as the allocation is based on stock availability

22. Can I reject the offer of a Like Mobile Device which is the same make and model but of a different colour?

If you reject the Like Mobile Device due to colour, your service request will be cancelled

23. Can I reject a Like Mobile Device which is of different make and model and request to wait for stock to be available?

No. Only StarHub has the discretion to offer you the option to wait for up to 30 days for your device (same make, model and colour your current device) to be available

24. What happens if stock is available before the 30 days waiting period?

StarHub will contact you once stock is available

25. What happens if there is still no stock after 30 days waiting period?

StarHub will contact you after 30 days to inform you that no stock is available and offer a Like Mobile Device (may be same make/different model or different make/different model). 

If you reject the offer of a Like Mobile Device, your service request will be cancelled

26. What is modified device?

Modified Device refers to either software or hardware modification or both.

a) Software modification - Some modification has been made to a Device’s operating system not undertaken or authorised by the original equipment manufacturer and includes software modification known as ‘jail-breaking’ and ‘rooting’

b) Hardware modification – hardware modification means any modification made to a Device’s hardware not undertaken or authorised by the original equipment manufacturer.

27. Why does StarHub need to register the IMEI of the lost device with Singapore Police Force?

Once you accept the replacement device, StarHub will become the owner of your original device and StarHub may register the IMEI of the lost device with the Singapore Police Force

28. What happen if I recover my original device after I have completed my service request?

As StarHub is the owner of the original device, you will have to return the original device to StarHub.  For return process, please contact SmartSupport hotline at 800 852 6030 or +65 6822 2255 (when overseas)

29.   What is an acknowledgement form?

StarHub may require additional information from you in the format of an acknowledgement form prior to processing your service request.  The acknowledgement form will be made available to you when additional information is requested.

30. Is it compulsory to complete an acknowledgement form?

StarHub may require additional information from you in the format of an acknowledgement form prior to processing your service request.  The acknowledgement form will be made available to you when additional information is requested.

 

Device Replacement

31. What do you mean by a Like Mobile Device?

When you file a service request, the device offered to you
- may be new or refurbished;
- if it is refurbished, it may contain original or non-original manufacturer parts;
- has same or greater memory;
- may be a different make, model or colour;
- has a different IMEI

32. How does the 2-in-12 limit work?

You may file up to 2 service requests in any rolling 12 month period. The table below shows how it works:

 

Individual Mobile Plan Service Request Limit

Service Request 1

Anytime

Service Request 2

Anytime

Service Request 3

12 months after Shipment Date of Service Request 1

Service Request 4

12 months after Shipment Date of Service Request 2

 

33. How to be eligible for service request?

Your SmartSupport service needs to be in "active" status in order to be eligible for the service request. Your IMEI should also match the IMEI on record. You will need to call SmartSupport hotline to update the IMEI record should there be any change of a your device under a warranty replacement provided by original equipment manufacturer.

NOTE: If your mobile plan is in suspension status, you can only make a service request 30 days after lifting of suspension.

34. Do I need to pay upon filing for a service request?

A service fee will be charged for each service request according to the type of service request and type of device.

NOTE: You can refer to SmartSupport website at starhub.com/smartsupport for the service fee schedule.

35. Will accessories be included and does it come in original packaging?

For replacement request, a SIM card (upon request) and battery will be included. For swap request, only the transceiver will be delivered. You cannot file a service request for an accessory.

The replacement/swap device does not come in original packaging.  

 

Fulfillment & Payment

36. How will I receive the swap/replacement device?

The device will be sent to either your registered or billing address on: (i) the main island of Singapore; (ii) Sentosa; or (iii) Jurong Island and the outlying islands of Singapore.

37. Do I need to be home to accept the delivery?

Yes, you need to be personally present and have your ID/NRIC on hand for verification while accepting the delivery of the device.

38. Can it be sent overseas?

Yes.  Additional charges will apply and timing will depend on destination.  Payment must be via credit card for overseas shipment.

39. What are the delivery hours?

Time of Service Request for a
Swap or Replacement

Delivery time*

Monday to Friday, 8 am to 2 pm

Within 4 hours of the Acceptance Time

Monday to Friday, between 2 pm and midnight

The next day before 12:00 noon

Monday to Saturday, midnight to 8am

The same day before 12:00 noon

Saturday 8 am to 2 pm

Within 4 hours of the Acceptance Time

Saturday after 2 pm to Monday 8am

Monday before 12:00 noon

 

*For delivery times that fall on a public holiday, the delivery will occur on the next day that is not a public holiday. 

40. How do I pay for the service fee?

You can pay via credit card or debit card or any other payment method as offered by StarHub.

41. What do I do with the existing device?

If you request a swap, you will need to hand over your existing device to the courier delivering the replacement device. If you fail to hand over your existing device, courier will not deliver your replacement device and an additional charge may apply.

 

Mobile Technical Support (Applicable only to SmartSupport Plus)

42. What is Mobile Tech Support (MTS)?

Mobile Tech Support (MTS) is a personalized, technical support service, featuring experts in StarHub devices and consumer electronics. If you're having an issue with your phone or virtually any device that connects to it, you can contact our Tech Specialists for help.

Our Tech Specialists can solve most issues in just one call. However, if the Tech Specialists don’t have the answer right away, they'll call you back at your convenience with a solution. In addition, the Tech Specialists will make recommendations on how to optimize your device for your lifestyle.

MTS also provides digital tools within the enhanced version of the SmartSupport App, including chat support and customized device tips and tricks to help you learn how to get the most out of your device.

One simple tap will link you with our Tech Specialists in seconds with no menus, prompts or transfers!

43. What is the support scope for MTS?

With MTS, you'll receive personalized service from Tech Specialists who'll help you with the device enrolled with SmartSupport, including how to connect it with other products and services. 

For example, our Tech Specialists can help you:

·         Transfer your contacts, photos and videos from one device to another

·         Optimize your device's performance (battery, speed, storage, etc.)

·         Discover apps to help you use your device to its fullest potential (email, browsing, games, etc.)

·         Connect with wireless networks and other wireless devices in and out of your home

44. What devices can MTS support?

MTS supports your mobile device enrolled with SmartSupport and virtually anything it connects to, for example: 

·         Apps

·         Bluetooth® devices and accessories

·         Computers

·         Printers

·         Routers

·         TVs

·         Cloud services

·         Wi-Fi

MTS cannot fully support any device which is jail-broken or rooted and non-official Apps.

45. What 3rd party apps can MTS support?

Any legitimate 3rd party Apps that are available on official App stores, such as Google Play and App Store. MTS cannot support any missing features or issues within the App.

46. What devices are compatible with the SmartSupport App? 

The new app will only support Android (OS 5.0 and above) and iOS (iOS 9.0 and above) devices. It does not support BlackBerry 10 devices, unless the BlackBerry device has Android Please note that you must have an active SIM installed in order to use the app.

47. What happens when i change to a new device? 

Simply install the SmartSupport App on your new device and you are good to go.

48. Can I install the SmartSupport App on multiple devices? 

No, you can only install the SmartSupport App onto the device which is enrolled with SmartSupport.

49. Would the SmartSupport App have access to any of my personal data on my device? 

No, SmartSupport App will not have access to any of your personal data on your device. 

50.  What is the operation hour?

You may contact MTS from Monday to Sunday, 9AM - 6PM

51.  How can I get started with MTS?

You need to download the SmartSupport App. Getting started is easy and takes just a few minutes! Click here to download

Once downloaded, please open the app and use your registered 8-digit mobile number to activate MTS Service.

52.  How can I reach Tech Specialists?

Simply click the “Chat” or “Call” button in the home menu of the SmartSupport App and it will connect you to our Tech Specialists in seconds. Alternatively, you can dial 800 852 6028 or +65 6822 2218 from overseas. You may be charged for loca or international call/data fees when you use the features. 

53.  Can I still enjoy the MTS feature if I have not downloaded the SmartSupport App?

No, you will need to download the SmartSupport App.

54.  How often can I contact MTS with technical issues?

MTS provides unlimited support. Call or chat with our Tech Specialists as often as you like through the SmartSupport App.

55.  What is Remote Access?

In addition to calling or chatting, our Tech Specialist is able to provide instant support to you in the comfort of your own home by accessing your phone remotely. To start a remote session, you will need to accept the Tech Specialist request to access your phone. Only with your approval, you can share screen and have the Tech Specialist troubleshoots issues under your supervision. The connection will be disconnected once the session ends or you can terminate it by tapping on “End Session” on your notification bar.

Remote Access only supports platforms like Android, iOS, and Blackberry. However iOS and the new Blackberry v10 do not have full remote control capabilities.

56.  I am an existing SmartSupport Plus customer, how can I enjoy the enhanced MTS?

Download the SmartSupport App from the app store and follow the simple registration steps on the app.  Once completed, you will receive personalized notifications as well as instant access to a Tech Specialist through call or chat.

 

 

 [CM1]New insertion

 

 

Retirement of SmartSupport App

1. What are the changes in SmartSupport Basic and SmartSupport Plus with effect from 5 September 2017?

From 5 September 2017, SmartSupport Basic will consist only of Device Replacement/Swap Service whilst SmartSupport Plus includes Device Replacement/Swap Service and Mobile Technical Support (MTS).

The Data protection application will no longer be available on both SmartSupport Basic and SmartSupport Plus effective from 5 September 2017.

 

2. Why did StarHub discontinue the SmartSupport Data Protection feature?

We discontinued the Data Protection feature because the Backup/Lock/Wipe/Locate features are native to most devices and you do not need a separate app to support.

 

3. What happen to my backup data if I am a current user of the Data protection application?

You would have received an email/letter from us informing you of that all the features under the SmartSupport Application will not be available with effect from 5 September 2017.

If you have done any backup using our Data protection app, please note that your data will be available for retrieval till 31 October 2017.  Thereafter, you can no longer access your data.

 

4. How do I retrieve my stored data?

You can go to SmartSupport Online Portal to retrieve your stored data.

 

5. When is the last day to retrieve my stored data?

The last day to retrieve your stored data is by 31 October 2017. Thereafter, the data will not be available.

 

6. Who can help me if I need advice on alternative backup applications? 

You can contact our MTS specialists if you need advice. Please call SmartSupport Call Centre at 800 852 6030 (+65 6822 2255 from overseas) and speak to our MTS specialists.

 

7. Who can I contact if I have any queries or concerns regarding the cessation of SmartSupport Application?

If you have any queries or concerns, please direct them to StarHub by calling SmartSupport Call Centre at 800 852 6030 (+65 6822 2255 from overseas).