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Relocation FAQ and Charges

General Information


1
What are the relocation procedures?

You may contact our Customer Service hotline at 1633 for a rundown on the relocation procedures, or refer to our relocation guide for more information.



2
I'm moving and need to relocate my services. How do I inform StarHub?

You may contact our Customer Service hotline at 1633 or complete an online form.



3
When do I need to inform StarHub?

You should contact us 7 days before your move-in date to secure an installation appointment.


Call our Customer Service hotline at 1633 or complete an online form.



4
What are the installation time slots for StarHub to install the equipment?

The available installation time slots are as follows:

Monday to Saturday:
9am – 11am / 11am – 1pm / 2pm – 4pm / 4pm – 6pm / 6:30pm – 8:30pm

Sundays and PH:
9am – 11am / 11am – 1pm / 2pm – 4pm / 4pm – 6pm



5
What should I do if I need to change my relocation date/ time?

To reschedule your relocation appointment, please call us at 1633. Do note that you may only reschedule appointments that are at least 3 business days before your original appointment date.



6
Can I relocate my services myself?

No, you cannot. NetLink Trust will need to activate the Fibre service in your new service address before your Fibre services can work.



7
When will my services at the old address be terminated and when will my services in the new address be activated?

Your signal at the old service address will be terminated by NetLink Trust within 3 working days upon successful activation of the Fibre Termination Point.



8
Can I retain my existing number when I relocate?

Yes, you will be able to retain your existing number.



9
I am a tenant and need to relocate services that are under a different person’s name (landlord). What should I do?

Please email us at customerservice@starhub.com (ATTN: Relocation Team) with the following details and our relocation specialist will contact you within 2 working days to guide you through the relocation of your services:

  • A copy of a Letter of Authorisation (LOA) from the landlord. 
  • Indicate your contact number, new address and preferred relocation date.



10
I'm moving to a new house soon. Can I continue my StarHub services at my new address?

You can continue your StarHub services at your new address.

If you're subscribed to TV+ without StarHub Broadband, you only need to request to change your service address. No relocation is needed.

If you have StarHub Broadband with TV+ or Fibre TV, you'll have to request relocation. As part of the process, we'll book an appointment with Netlink Trust to activate fibre service in your new address before relocation can be arranged.



11
Will I encounter downtime even after I follow the steps in the video?

Yes. During the activation of the Fibre service, you might experience some delay. If so, you will be informed via a call from StarHub's Customer Service.



Technical Information


1
What is a Fibre Termination Point?

Your Fibre Termination Point is a small white rectangle box, with the words "Netlink Trust" or “OpenNet” on it in purple.

termination-point-1

OpenNet



2
I do not have a Termination Point. What do I do?

We will arrange an appointment with NetLink Trust for you to install the Termination Point at your new service address.



3
What is a Data Point?

It is a small socket for your data cable.



4
Do I have to bring my old equipment to my new address if I am relocating?

Yes. On the day of installation, you are required to bring all equipment (including the yellow cable) to the new service address.



5
My Fibre Termination Point is more than 2 meters way from the fibre TV, what should I do?

You are required to install a Data Point for your fibre TV.



Charges


1
Do I have to pay for relocation of service? How much is the relocation fee and how will it be billed to me?

A relocation fee of S$120 after GST is applicable. The charge will be reflected in your next bill upon relocating your service.


For Hub Club/ Platinum members or customers whose service is in contract, this fee will be waived. To enjoy waiver of relocation fee, you may recontract your service with us.



2
Why do I need to pay the relocation fee?

The relocation fee is to cover third party charges relating to the deactivation and activation of Fibre service(s) at your old and new service address respectively.



3
What are the different charges related to relocation?



Current charges (inclusive of GST)
Relocation Fee
(per request to change residential service address)
S$120.00
Fibre Termination Point Installation Fee
(High Rise – Condo or HDB)
S$160.50
Fibre Termination Point Installation Fee
(Landed)
S$288.90
Fibre Termination Point Relocation, Repair and Replacement and Removal Fee^
(High Rise – Condo or HDB)
S$160.50
Fibre Termination Point Relocation, Repair and Replacement and Removal Fee^
(Landed)
S$288.90


NOTE:

1. Relocation fee is waived for Hub Club/ Platinum members and customers whose service is in contract. To enjoy waiver of relocation fee, you may recontract your service with us.

2. In the event of cancellation, the following additional charges will apply.

    • For HDB / Condo: $235.40 (inclusive of GST)
    • For Landed: $481.50 (inclusive of GST)

3. Additional charges may apply if data point installation is required.

^Within same address.