General Mobile Services
- Why can't I make a call? And why does my call get disconnected during a conversation?
Your mobile phone battery could be weak or your phone antenna could be faulty. Check the signal strength on your phone display. If it is low, move to an area with stronger signal strength and try again. If the problem persists, please contact us with the called number, the exact location, date, and time of the disconnection. We will forward the information to our technical team for investigation.
Please bear in mind that signal strength may drop if you are travelling on the road at very high speeds, due to call handovers between our base stations. If you are inside an enclosed area, try moving to an open area to make your call.
You should also check with the caller to ensure that the problem is not caused by his/her mobile service provider.
- My mobile phone does not ring when a call comes in. Why is it so?
Your mobile phone could be on silent or vibration mode. Also, it could be that your Call Divert option is "on", hence the call has been diverted to another number. If the problem persists, please check with your handset manufacturer.
- What can I do if my mobile phone does not automatically switch to “standby” mode after a call?
First, press the "c" or "off" button. If it doesn't work, switch off the phone and check if the SIM card and battery have been installed correctly. Switch your phone on again. If the problem persists, please check with your handset manufacturer.
- Are there anymore PINs other than PIN1?
There are two PINs associated with the SIM card which are, PIN1 and PIN2. PIN1 is used to control the access to your mobile phone. PIN2 is used for other purposes and has not been enabled. In addition, your mobile phone also comes with a security feature called the Phone Lock PIN. For more information on the Phone Lock PIN, please check your handset user manual.
- My mobile phone does not respond to key pushes. Why is it so?
The keypad could be locked. To unlock, check the handset manual or follow the instructions shown on the mobile phone display.
- Why can't I make calls in the lift?
A lift is an enclosed area and may not have network coverage.
- What is the extent of StarHub's indoor coverage?
StarHub has network coverage in most of the public access buildings, such as major shopping centres and commercial buildings.
- Why can't I make a call when my phone shows full signal strength?
Your mobile phone battery could be weak or your phone antenna could be faulty. If the problem persists, please contact us with the called number, the exact location, date, and time at which the problem occurred. We will forward the information to our technical team for investigation.
- What should I do if I encounter poor voice quality?
Check the signal strength on your phone display. If it is low, move to an area of good signal strength and try again. If you are inside an enclosed area, try moving nearer to an open area. If the problem persists, please contact us with the called number, the exact location, date, and time at which the problem occurred. We will forward the information to our technical team for investigation.
You should also check with the caller to ensure that the problem is not caused by his/her mobile service provider.
- With EFR(Enchanced Full Rate) on your network, shouldn't I enjoy better quality?
You will not be able to enjoy the high EFR voice quality if your mobile phone doesn't support EFR. Please check your mobile phone manual.
- What does the "number busy" display on my phone mean?
The called party is engaged on the line.
- What does the "network busy" display on my phone mean?
There could be a lot of people making calls at that particular time. Please try again or move to another area. If the problem persists, please contact us with the called number, the exact location, date, and time at which the problem occurred. We will forward the information to our technical team for investigation.
- What does the "check SIM card" or "insert SIM card" display on my phone mean?
This could mean that the SIM card is not inserted or securely fastened in the SIM card slot of the mobile phone. For details on how to insert the SIM card, please check the handset user manual, or check with your handset manufacturer.
- Why am I hearing the following announcements?
- "StarHub is unable to get a response from our customer's mobile phone. Please try again later."
The called party's mobile phone may have been turned off, or the battery may have been removed. The called party could also be out of the network coverage area.
- "The number you have dialled is invalid."
Check the number that you have dialled. It could be an invalid or unknown number.
- "The StarHub number you have dialled is presently not in service."
The number you have dialled could have been temporarily disconnected from service.
- "Sorry, the StarHub number you have dialled is no longer in service."
The number you have dialled has been disconnected from service.
- Why can't I store phone numbers?
If you have stored more than 500 phone numbers in your SIM card, your SIM card memory will be full. You may still store numbers into the phone memory provided that your mobile phone supports this function. For details, please check your handset manual.
