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Appointment and Delivery FAQ
Appointments
Where can I make shop appointments?
Should you need to visit our StarHub shops, you can book an e-appointment here.
You can also schedule a shop visit via StarHub App. Log in, tap "More" (you can find it on the lower right of the page), and choose "My appointment".
Where can I track my service call appointment?
If you have a scheduled service call, you can view the details on StarHub App. Log in, tap "More" (you can find it on the lower right of the page), choose "My appointment", and you’ll see the details of your service call appointment.
Do I need to be personally present to oversee a service call or a StarHub installation appointment?
For service call or technical appointments, you’ll just need to ensure that someone is available to open the door for our technician. There’s no need for you to be personally present.
If you’re having broadband installed and you also purchased a Smart WiFi or Smart WiFi Pro, you must be present during the installation to create a new router username and password.
For first-time customers having a TV+ set-top box installed in their home, you don’t need to be personally present during the installation.
I want to cancel a service call appointment. How can I do it?
You can cancel a service call appointment via StarHub App. Log in, tap "More" (you can find it on the lower right of the page), and choose "My appointment". Select the service call appointment you want to cancel.
You’ll receive an SMS confirmation once your request has been completed.
Take note, you can only cancel a service call appointment until 1 hour before the scheduled time.
Until when can I cancel my StarHub appointment?
You can cancel your appointment until 1 hour before the scheduled start time.
Do I still need to pay for the service call charges if I cancel my appointment?
There will be no charges if you cancel your appointment no later than 1 hour before its scheduled start time.
Deliveries
I’m expecting a SIM/mobile/broadband/StarHub TV+ delivery. Where can I view the details?
It’s easy! You can view the details of your scheduled delivery via StarHub App. Log in, tap "More" (you can find it on the lower right of the page), choose "My appointment", and you’ll see the details of your delivery.
Do I need to be personally present to receive my delivery?
For new applications, you’ll need to be personally present to sign for the handset/s or other devices/equipment.
For recontract deliveries, you can authorize someone to receive the device/equipment on your behalf. You only need to provide an authorisation letter and your original NRIC/FIN.
In the authorisation letter, indicate your and your proxy’s name and NRIC/FIN, as well as the purpose for which the letter is going to be used, and affix your signature.
For routers and set-top boxes, you don’t need to personally receive your devices.
Can I opt for contactless delivery?
Just to share, contactless delivery option(s) are unavailable.
Can I request for the delivery person to leave my item in a safe place (e.g., riser, shoe rack, etc.)?
All deliveries must be signed for acknowledgment of receipt, so they must be handed over in person.
Why can’t I click on the tracking button to see where my delivery is?
Live tracking will become available when the delivery person is on the way to your location. You’ll also receive an update via SMS.
What should I do if my delivery is late or delayed?
We apologize for the delay in the delivery of your order.
Our delivery person should contact you by phone/SMS to inform you of any unforeseen circumstances or traffic conditions affecting the scheduled delivery. You may also check the delivery status via StarHub App.
If you haven't received any updates, please reach out to us via Facebook or WhatsApp for immediate assistance.
Is there a delivery fee if I purchase through the Online Store?
Delivery charges will be $5.04 for each order (U.P.$13.11).
Rescheduling and Other Enquiries
Can I reschedule my appointment/delivery?
You can reschedule the following via StarHub App.
- Mobile phone delivery (except for pre-orders)
- SIM card delivery
- Broadband delivery
- StarHub TV delivery
- Shop appointment
- Service call appointment
Log in to the app, go to “More”, and tap “My appointment”.
Choose the appointment or delivery you want to reschedule. Tap “Edit” to select the new date and time (please note that the availability of dates and time may vary), and then confirm.
Just to share, you can only reschedule based on the dates available in the StarHub App, up to 7 days after the original appointment/delivery date.
You’ll receive an SMS once the request has been completed.
I missed my appointment/delivery. What should I do?
Not to worry if you missed your appointment/delivery. You can reschedule it to a different date via StarHub App.
Log in, go to “More”, and tap “My appointment”.
Choose the appointment or delivery you want to reschedule. Tap “Edit” to select the new date and time (please note that the availability of dates and time may vary), and then confirm.
Just to share, you can only reschedule based on the dates available in the StarHub App, up to 7 days after the original appointment/delivery date.
You’ll receive an SMS once the request has been completed.
I want to reschedule my appointment/delivery to a date further than what’s in StarHub App. How do I do so?
Just to share, you can only reschedule based on the dates available in StarHub App, up to 7 days after the original appointment/delivery date.
Can I request an earlier date/time for my appointment/delivery?
You may only reschedule your appointment/delivery to a future date that is available for selection in StarHub App.
I made a special pre-order of a handset. Can I reschedule the delivery in StarHub App?
Just to share, rescheduling of special pre-ordered handsets is unavailable.
I lost my SIM and I want a replacement delivered to me. What should I do?
Read more about replacing your SIM here.
I’m having issues in rescheduling my appointment/delivery. What should I do?
For assistance, please feel free to reach out to us on WhatsApp.
Where can I report an unauthorized change of appointment/delivery schedule?
For assistance, please feel free to reach out to us on WhatsApp.
What should I do if some of the delivery items I ordered are missing?
If you noticed some items were omitted from your delivery, please feel free to contact us on WhatsApp for further assistance.
I didn’t make a StarHub appointment. Why did I receive an appointment notification?
We’re sorry for the inconvenience; this may be due to a system error. If you need further assistance, please reach out to us on WhatsApp.