How can we help you today?

Postpaid Calling

Cessation of Connecting Tones


1
Why is StarHub discontinuing the Connecting Tones service?

We’re always reviewing our services to keep up with your mobile needs. And in doing so, we sometimes have to withdraw, suspend or change our services to serve you better.


Due to a decrease in the demand, our Connecting Tones service will be discontinued from 31 October 2021.


2
Will there be a replacement service for Connecting Tones?

We’re sorry to inform you that there is no service replacement for Connecting Tones.


3
What happens to my existing subscription?

The subscription will be removed from your mobile line with effect 31 October 2021. No action is required on your end and you will not be charged from 1 November. You can view your current subscription by logging into Connecting Tones.


4
Can I unsubscribe from Connecting Tones service?

Yes, you can unsubscribe from the Connecting Tones service via these methods:

  • Dial the Connecting Tones Hotline number at 9380 0000^
  • Dial *138*0# and press SEND


Connecting Tones


1
What is the Connecting Tones service?

Connecting Tones is a mobile Value-Added Service that allows your callers to hear a song when they call your mobile phone.


2
What were the charges for Connecting Tones?


Service Subscription Fee
(with FREE StarHub Connecting Tones & pre-recorded messages)

$2.14
(Postpaid/Prepaid)

Each Connecting Tones Purchase

$2.14
(Postpaid/Prepaid)



NOTE:

  • New Connecting Tones subscribers will be charged service subscription fees only for the first month after activating the service. In subsequent months, subscribers need only pay for the Connecting Tones purchased in their libraries, or the minimum service subscription fee if there are no purchased Connecting Tones in their libraries that calendar month.

3
How long will the Connecting Tones last and how will I know if they are renewed?

Connecting Tones will last for one calendar month. You will receive a SMS 5 days before the first day of each month, allowing you to retain, cancel or purchase new Connecting Tones.


We wish to inform you that our Connecting Tones service will be discontinued from 31 October 2021. The subscription will be removed from your mobile line automatically, no action is required.


4
What are "StarHub Connecting Tones"?

"StarHub Connecting Tones" are the two FREE default tones provided by StarHub when you subscribe to the Connecting Tones service. The StarHub Connecting Tones are played at random and StarHub may change the songs periodically.


5
What are "Pre-recorded Messages"?

"Pre-recorded messages" are voice messages that were recorded beforehand. You can set and access the pre-recorded messages via My Library.


6
Can I change the "StarHub Connecting Tones" to another Connecting Tones?

"StarHub Connecting Tones" are the FREE default Connecting Tones. If you wish to use a different tone, you can choose to purchase new Connecting Tones to play.

To purchase and play new Connecting Tones, you can: dial the Connecting Tones Hotline number at 9380 0000^ or visit our website at www.starhub.com/connectingtones.


7
I like the "StarHub Connecting Tones", how can I set that as my default again?

You can select your default as "StarHub Connecting Tones" by visiting our website at www.starhub.com/connectingtones.


8
What will my callers hear if I delete all my purchased Connecting Tones?

If you delete all your purchased Connecting Tones, the "StarHub Connecting Tones" will be played by default.


9
Can my overseas callers hear my Connecting Tones?

Yes - but only if the overseas network operator supports our service.


10
Can my family and friends hear my purchased Connecting Tones when I am overseas?

Yes - but only if the overseas network operator supports our service.


11
What is "Purchase History"?

"Purchase History" allows you to view all your purchased Connecting Tones(s) transaction(s) for the past 3 months.


12
I'm a prepaid subscriber and I have $1 balance in my prepaid account. Why did my Connecting Tones service get suspended / terminated?

To keep your Connecting Tones service, you will need to maintain sufficient balance in your prepaid account for the Connecting Tones subscription fee or Connecting Tones renewal. If there is insufficient balance (i.e. at least $2.14), your Connecting Tones service will be suspended or eventually terminated after 90 days of deduction failure.

Kindly top-up to continue using the Connecting Tones service. Once this is done, $2.14 will be deducted from your prepaid balance, and your Connecting Tones service will be re-activated.


However, we wish to inform you that our Connecting Tones service will be discontinued from 31 October 2021. The subscription will be removed from your mobile line on 31 October, no action is required on your end.


13
I'm a prepaid subscriber with 3 Connecting Tones in my personal library. Why was only one Connecting Tones was renewed?

To renew all 3 Connecting Tones in your personal library, you will need to maintain sufficient balance in your prepaid account (i.e. $6.42 for all 3 Connecting Tones). The number of Connecting Tones automatically renewed for the next month depends on your available prepaid balance. For example, if you have $3 in your prepaid balance, only one Connecting Tone will be renewed for $2.14. The remaining 2 Connecting Tones will be deleted.


However, we wish to inform you that our Connecting Tones service will be discontinued from 31 October 2021. The subscription will be removed from your mobile line on 31 October, no action is required on your end.


14
Do I need to maintain a minimum prepaid balance after the Connecting Tones purchase and/or subscription and renewal fees deduction?

No. There is no minimum prepaid balance required.


15
How can I unsubscribe from the Connecting Tones service?

You can unsubscribe from the Connecting Tones service via these methods:

  • Dial the Connecting Tones Hotline number at 9380 0000^
  • Dial *138*0# and press SEND or

16
How will I be charged if I unsubscribe the Connecting Tones service in the middle of a calendar month?

You will be charged for the full month, as there is no pro-rated refund on the service subscription fee.


Complimentary Value Added Services



Complimentary

Personalise your mobile phone with these FREE services
As a StarHub Mobile customer, you enjoy the following complimentary services on your mobile phone.

Call Barring
Prevent unauthorised users from making calls from your mobile. You can also bar calls to your phone.

Call Divert
Redirect all incoming calls to your personal voicemail or a designated mailbox.

Call Hold
Put your active call on hold while you answer a new call. You can toggle between calls.

Call Waiting
Get notified of an incoming call while you're on the line. Not applicable for Video Calls.

Local Missed Call Alerts
Missed a call when you switch off your phone? Receive SMS alerts with the missed call numbers so you can return the calls.

Multi Party Conference Call
Talk to up to 6 people at the same time over the phone.

Video Calls
Have a face-to-face phone conversation.

Voicemail
Allow callers to leave voice messages in your personal mailbox when you miss a call. Local prevailing call charges apply when your friend leaves a message in your Voicemail box or when you retrieve the message.


Voicemail FAQ


1
How can I access my mailbox?

If you are calling from your registered mobile phone, please dial 1303 and enter your password followed by the # key when prompted to do so.

If you are calling from other mobile or fixed line phones, you are required to enter your mailbox number (ie. your mobile phone number), followed by the # key. Thereafter, please enter your password followed by the # key, when prompted to do so.


2
What do I do if I forget my password?

If you have forgotten your password, please call StarHub Customer Care at 1633 to request for a reset of your password. Your password will be reset to the default password (8888). Once you have logged in, you should change your password to protect your privacy.


3
What happens if my mailbox is full and someone tries to leave a message?

The system will play a message that will let the caller know that your mailbox is full and he/she is unable to leave any message at that time.


4
Can more than one person send the message at the same time?

Yes. More than one message can be left in your mailbox at the same time as long as it is within the allocated number of messages.


5
Can I check my messages from any phone?

Yes, as long as the phone supports touch-tone dialing.


6
When I re-direct a message, will a copy remain in my mailbox?

Yes, a copy of the message will remain in your mailbox until you delete it or the retention time has expired, whichever is earlier.


7
Will I be notified whenever there is a new message in my mailbox?

Yes, you will receive notification on your mobile phone via SMS whenever there is a new incoming message in your mailbox.


8
I login, a message I had previously stored in the mailbox is now gone. What'd happened?

Messages are purged after four days (for unread messages) or two days (for read messages).


9
Will there be any usage charge for using Voicemail?

Yes, you will be charged the standard fixed or mobile airtime for

  • Call Forwarding of Voicemail and the duration of time taken by the caller to deposit a message in the Voicemail
  • Retrieval of Voicemail messages and the duration of time taken to retrieve and listen to the messages in the Voicemail


Power Mail FAQ


1
How is Power Mail service different from other messaging services available today?

In the market, you may have access to individual voice mail, and e-mail. Power Mail integrates all your messaging mailboxes (voice, and e-mail) into a single mailbox for you to access from any medium (fixed phone/mobile phone/public phone/fax machine/Internet). It keeps you well informed of all the messages received in your mailbox, so you don't miss an important call.


2
How do I access my mailbox?

Simply dial 1303. If you are calling from a phone registered with StarHub Power Mail service at the point of service registration, all you need is to enter your password. However, if you are dialing from a public phone or a phone that is not registered with StarHub Power Mail service, you need to enter the mailbox number followed by your password.


3
What do I do if I forget the password?

Simply call our Customer Care Consultants and we'll reset your password to the default password (8888).


4
What happens if my mailbox is full and someone tries to leave a message?

The system will play a message to let the caller know that your mailbox is full and that he/she cannot leave any message at that time.


5
Can more than one person send the messages to me at the same time?

Yes, the system will accept all incoming messages as long as they are within the message limit configured under your Power Mail package.


6
Can I check my messages from any phone?

Yes, as long as the phone generates touch-tone. Simply dial 1303 to check your messages.


7
When I redirect a message, does a copy of that message remain in my mailbox?

Yes, a copy of that message will remain in your mailbox until you delete it or when the retention time has expired.


8
Can I make a long distance call from my mailbox?

Currently, you are unable to make outgoing long distance calls from your mailbox. This will be available in our future Power Mail service packages.


9
Will I be notified whenever there is a new message in my mailbox?

Yes, you will get a SMS notification whenever there is a new message in your mailbox.


10
I had a message in my mailbox and after several days later, it was gone. What happened?

Messages are purged after a certain number of days depending on the Power Mail package to which you have subscribed.


11
Is there any way that I can find out whether the messaging is successfully sent?

Yes, the Power Mail system will notify you if the message does not reach the recipient.


12
Are Power Box functions same as the office email client?

No, Power Box is designed mainly for e-mail message notification. That means when there is a new e-mail message in your office or other e-mail server, you will get to see 160 characters of the forwarded e-mail message on the Power Box web site. It does not have as many functions as Lotus Notes or Outlook mail. You can have fundamental functions such as view, forward, edit, delete, or save the e-mail, voice, or fax message while you are in the Power Box web site.


13
Can I retrieve all my office or other email messages from Power Box?

Depending on the type of Power Mail package you have subscribed to, should your forwarded e-mail exceed the e-mail storage limit, you will not get an e-mail notification for any additional e-mail messages received. And you will see only the first 160 characters of the new e-mails received.


14
Can I see the whole email message instead of the first 160 characters?

If you need to see the whole e-mail message, you need to configure the right server address at Power Box and pull down the message that you wish to access. You can configure different e-mail server addresses to pull down messages from other e-mail servers. Kindly refer to the Help menu in Power Box for further assistance.


15
What is virtual number? Can I receive calls on my virtual number?

Virtual number is a number given to Power Mail subscribers. It is between four to six digits. We create this for you if you do not want to register a fixed or mobile line with Power Mail. You will not get any calls on your virtual number, however, your callers can leave messages on your virtual number by calling 1302 and entering your mailbox number (i.e. your virtual number).


16
Will there be any usage charge?

Yes, you will be charged the standard fixed or mobile airtime when you access your mailbox from a fixed or mobile phone from your service provider. Other charges will include the flat monthly subscription fee from us.


17
Why is StarHub ceasing the Fax feature in Power Mail?

This initiative is part of our ongoing efforts to streamline our service offerings for customers. 


18
How will the cessation of this feature affect me? What do I need to do?

You will no longer be able to send out faxes with the Power Mail service on your mobile number. You will still be able to use the other features of Power Mail service.


19
I currently subscribe to Power Mail service. Can I continue with the service?

Yes, you can choose to stay on your existing Power Mail service and continue to use the other features of the Power Mail service. The only function that you can no longer use will be the fax service.


20
Will there be a price change since fax feature are removed?

No, there will not be any price changes.


21
Will you also discontinue Power Mail?

We have no plans to discontinue Power Mail at this point of time.


22
When will you discontinue the FAX feature?

We will discontinue the FAX feature on Wednesday 18 October 2017.


Missed Call Alert


1
What is Missed Call Alert?

Missed Call Alert is a Free service which sends SMS alerts to StarHub Mobile customers when they have missed a call(s) (originating from Singapore) while roaming overseas.


2
How do I subscribe to Missed Call Alert?

All StarHub Mobile International Roaming (Postpaid) and StarHub Prepaid Roaming customers are automatically provisioned with the service.


3
What are the charges for Missed Call Alert?

There is no registration fee or monthly subscription fee. The SMS alerts that you receive are also free of charge (because the overseas operators in the destinations you are roaming in do not charge for receiving SMS).


4
Will I receive Missed Call Alert in all the supported roaming destinations?

You will receive the SMS alerts in the destinations where the overseas operator that you log on to does not charge for receiving SMS.

For Postpaid customers: Today, only two overseas operators charge for receiving SMS and they are Wataniya (Kuwait) and TKC (Iran). You will not receive Missed Call Alert if you log onto these two operators.


5
Under what scenarios will Missed Call Alert be supported?

Missed Call Alert is supported when you are travelling overseas and:

  • your phone is switched off.
  • your phone is not within the network coverage range.
  • you did not answer the call.
  • you are engaged on the line.
  • you reject the call.

However, please note that Missed Call Alert will not be supported under following circumstances:

  • Call does not originate from Singapore.
  • Call is from a payphone, PABX (hunting line) or caller has activated Caller Number Non-Display.
  • Customers who do not have Voicemail service and their phones are switched off (Applicable for Prepaid customers only).
  • Customer's phone is off or not within network coverage range for more than 48 hours.
  • Caller left a voicemail message.
  • Customer has activated Call Forwarding to another number.
  • The overseas network operator charges for SMS received (eg. Wataniya (Kuwait) and TKC (Iran) – applicable to Postpaid customers only).
  • You are roaming in Japan (applicable to Postpaid customers only).
  • You are roaming in Korea using SK Telecom rental handset (applicable to Postpaid customers only).
  • You are roaming using ACeS satellite roaming (applicable to Postpaid customers only).

6
What do I see in the Missed Call Alert SMS?

If you missed a call when your phone was switched on but the call was not answered / you were engaged on the other line / you rejected the call. You will see in the SMS:

You will see in the SMS:


For Postpaid customers

"U hv missed call(s) from +65XXXXXXXX(21:59)(SG time)"
To call back, dial *108*65#(operator dependent) or +65

For Prepaid customers

"U hv missed call(s) fr *123*65XXXXXXXX#(09:30)(SG time)"



If you missed a call when your phone was switched off or when you were not within network coverage range you will receive a summary MCA which consist of a maximum of three SMS.

The number of SMS you will receive for this Summary depends on the number of missed calls that were captured for the first 24 hours from the time your phone is switched off/out of network coverage. However, if your phone is off or out of network coverage for more than 48 hours, you will not receive the MCA as it has gone beyond the normal SMS storage time.

You will see in the SMS:


For Postpaid customers

1st SMS

"U hv missed call(s) from +65XXXXXXXX(21:59)(SG time)"

To call back, dial *108*65<Tel No>#(operator dependent) or +65<Tel No>

2nd SMS

"U hv missed call(s) from +6563823391 (16:14); +6563825420(16:13)(SG Time)"


To call back, dial *108*65# (operator dependent) or +65

3rd SMS

"U hv missed call(s) from +6598590311(08:40); +65XXXXXXXX(12:33); +65XXXXXXXX(21:59)(SG time)"


To call back, dial *108*65# (operator dependent) or +65



For Prepaid customers

1st SMS

"U hv missed call(s) from +65XXXXXXXX(29:59)#;*123*+65XXXXXXXX(16:24)#;*123*+65XXXXXXXX#(17:15)(SG time)"

2nd SMS

"U hv missed call(s) from *123*+65XXXXXXXX(13:50)#;*123*+65XXXXXXXX(16:24)#;*123*+65XXXXXXXX#(17:15)(SG time)" 

3rd SMS

"U hv missed call(s) from *123*+65XXXXXXXX(13:50)#;*123*+65XXXXXXXX(16:24)#;*123*+65XXXXXXXX#(17:15)(SG time)"


Call Barring


1
Why doesn't my Call Barring work?

Your Call Barring setting may be incorrectly set. Before activating Call Barring for all incoming calls, do ensure your Call Divert to Voicemail function has been cancelled. Otherwise, you will still receive incoming voice calls. 

If you are still unable to activate the Call Barring function, please provide the number dialled/received and our technical team will investigate. 


2
Can I use Call Barring even when I am roaming?

Yes, you can use Call Barring when roaming.


Call Divert


1
What does each Call Divert service do?
  • Call Divert unconditionally diverts all incoming calls to your Voicemail, or to another number you have chosen.
  • Call Divert on Busy diverts incoming calls only when you are engaged on the line.
  • Call Divert on No Reply diverts incoming calls that are not answered within 30 seconds.
  • Call Divert on Unreachable diverts incoming calls when your phone is switched off or when you are out of the network coverage area.

2
How do I activate or deactivate call divert on my mobile?

To activate or deactivate call divert, simply follow these steps:

Activate: Press **<Call Divert Code>*<Number where to divert the calls># then tap the call button (e.g. **21*12345678#).


Deactivate: Press ##<Call Divert Code># then tap the call button (e.g. ##21#).

Call Divert Codes:

  • All Calls - 21
  • Busy - 67
  • No Reply - 61
  • Unreachable - 62

3
Can calls be diverted to any number?

You can divert calls to any mobile, fixed or pager number, or Voicemail; other than 1800, 1900, 995, 999, and international numbers.


4
Can I divert calls when roaming?

When travelling abroad, you cannot divert calls to an international number. However, you can divert calls to:

    (i) your Voicemail (+65 9850-1302 or +65 6820-1302);

    (ii) any Singapore mobile number (+65 9XXX-XXXX);

    (iii) any Singapore fixed number (+65 6XXX-XXXX).


5
Why do I see "Call Divert Activated" on my mobile when I make outgoing calls - even if I have not activated this feature?

StarHub has pre-activated Call Divert to your Voicemail, which lets callers leave messages in your mailbox when you are unable to answer.


6
Will I be charged for diverted calls?

Yes, you will be charged the airtime equivalent of an outgoing call. These charges are based on your mobile service plan with StarHub.


7
If I activate Call Divert on No Reply, how long will it take for an incoming call to be diverted?

About 30 seconds. This gives you the choice of answering a call before it is diverted to your Voicemail - where you will receive a SMS notification if a message has been left in your inbox. Also, there will be a "missed call" indication on your phone, where you can view details such as the caller's number and time of call.