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FAQs for Premier League on StarHub

How to Prepare for the New Season


1
I'm having difficulty streaming Premier League. What should I do?

If you're having difficulty streaming Premier League, click here.


2
I am unable to watch Premier League matches via StarHub TV+ app even though I had already subscribed to Premier+. What should I do?

Please log out and log in again with your Hub iD on your TV+ app. If the issue persists, you can reinstall the StarHub TV+ app.

To log out:

  • For mobile app users: Select "More" located on the bottom right, then select "Log off", and log in again with your Hub iD.
  • For Smart TV app users: Select settings (gear icon) on the top, then select StarHub TV+ App followed by "Logout", and log in again with your Hub iD.

3
How to update my App/TV+ Box Launcher to the latest version?

The new Premier League season kicks off on 12 August 2023 with Burnley vs Manchester City! For the best viewing experience, ensure your TV+ box or TV+ app is on the latest version!

For customers using the TV+ app, please check that your app is updated to the latest version, then log out and log in again with your existing Hub iD and password.

For customers on the TV+ box, we recommend performing an upgrade on the launcher. To update the launcher, follow the steps below:

  • Go to My Account (head icon on the top right).

launcher 1

  • Select "Preferences".

launcher 2

  • Press the home button on your remote control.

launcher 3

  • If you see a popup prompt stating 'New Update Available', select the update option.

launcher 4

The TV+ set-top box will restart after the launcher update, and you'll be able to access your subscribed channels.


4
What is the latest StarHub TV+ version?

Here's the latest StarHub TV+ version for every viewing device, with steps for you to follow and ensure you are ready for the new season!

Viewing Device

Software Type

Latest Version

How to Check

Android Mobile and/or Tablet

StarHub TV+ App

5.0.15 (6488) or later

1. Launch the StarHub TV+ app.
2. Go to "More".
3. Scroll to the bottom and refer to App Version.


Or


1. Launch Google Play and search for StarHub TV+ app.
2. If there is a new version available, the "Update" button will be displayed.

iPhone and/or iPad

StarHub TV+ App

5.0.18 - 5153 or later


1. Launch the StarHub TV+ app.
2. Go to "More".
3. Scroll to the bottom and refer to App Version.


Or


1. Launch App Store and search for StarHub TV+ app.
2. If there is a new version available, the "Update" button will be displayed.


StarHub TV+ Box
(White)


Firmware

1.9.1 or later

1. Go to Android TV Settings (Gear Icon).
2. Go to "Device Preferences".
3. Go to "About".
4. Scroll down and refer to "Firmware version".
4. To update, go to "System Update" and press "OK".

StarHub TV+ App

5.0.29-innopia (6861) or later

1. Go to My Account (Profile Icon).
2. Go to "Software Update".
3. If there is a new version available, the "Update" button will be displayed.

StarHub TV+ Pro
(with B&O speakers)


Firmware

RTT4.221207.001.8.0.02 or later

1. Go to Settings (Gear Icon).
2. Go to “System”.
3. Go to “More Settings”.
4. Go to “Device Preferences”.
5. Go to “About”.
6. Scroll down and refer to “Firmware Version”.
7. To update, go to “System Update” and press “OK”.

StarHub TV+ App

4.485.11 or later

1. Launch Google Play from Apps and Games.
2. Search for StarHub TV+ app
3. If there is a new version available, the "Update" button will be displayed.

Smart TV
(Android TV OS)

StarHub TV+ App

4.485.11 or later

1. Launch Google Play and search for StarHub TV+ app.
2. If there is a new version available, the "Update" button will be displayed.

Smart TV
(Tizen OS)

StarHub TV+ App

1.0.0 or later

1. Go to "Home".
2. Go to "Apps".
3. Go to "Downloaded App" and select StarHub TV+ app.
4. Long-press on the Remote Control and select "View Details".
5. If there is a new version available, the "Update" button will be displayed.


5
What are some of the other ways I can prepare for the new season?

Other than updating your App/TV+ box version, here are some other ways you can prepare ahead of the season to improve your Premier League experience:


1. Log in early before the game

Avoid the last minute rush! Log in early to StarHub TV+ with your Hub iD to enjoy the pre-season content readily available on Hub Premier.


2. Optimise your WiFi set up

Your router placement can potentially cause signal interference. Placing your router next to your TV+ device can help to improve the connection.

Some areas, especially in the case of larger homes might not have adequate coverage or receive weak signals. Moving your router closer to where you usually require WiFi or upgrading to a Smart WiFi router can help prevent this.

Upgrading your bandwidth will also help with your connectivity. Consider the upgrade with our ongoing promotions.


3. Equip yourself with compatible 4K TV or TV+ PRO for an improved experience


To complete your experience, get 4K compatible TV to enjoy selected games in 4K at no extra cost!

Level up your experience with StarHub TV+ Pro for a cinematic and immersive audio experience by Bang & Olufsen in the comfort of your own living room! Simply plug-and-play and start watching.


4. For the best viewing experience on your computer/laptop.

We recommend you use the Google Chrome browser.

To cast matches to bigger screens, we recommend that you use Google Chromecast.



Current Premier League Offers


1
What are the Premier League offers available now?

Promotion Name

Bundle Information

Promotion Date

Young Fans Exclusive Offer

* Only available for New Sign up

$12.73/month (StarHub customers*)

$20.36/month (Non-StarHub customers)


Offer includes:

  • Premier+ pass
  • Starter+ (for non StarHub TV+ customers)

* Has a StarHub service subscription plan that’s at least $15/month at the point of billing

Limited Time Only



2
Who is eligible for this promotion?

For Premier League bundles: Customers who are new to StarHub broadband and are not currently in-contract for any StarHub TV services will be eligible.

For Pioneers’ Exclusive Offer: Customers who belong to the Pioneer generation (Singapore citizens born on or before 31 December 1949) will be able to enjoy this promotion.

For Young Fans Exclusive Offer: Customers new to TV+ and born on or from 1 January 1998 to 31 December 2005 (for year 2023) or 1 January 1999 to 31 December 2006 (for year 2024) are eligible for this offer.


3
How do I sign up for this promotion?

For Premier League bundles: You can sign up for this limited time promotion here!

For Pioneers’ Exclusive Offer: You can sign up at our StarHub shops. Please bring your NRIC to sign up for this offer.

If you are a Pioneer who have previously signed up for Premier+ with us, rest assured that you will automatically receive the Pioneer Exclusive price! No further action is needed.

For Young Fans Exclusive Offer: You can sign up for this limited time promotion here! Or you can sign up at our StarHub shops. Please bring your NRIC to sign up for this offer.


4
What can I expect to enjoy from this bundle?

Enjoy FREE 1 year broadband while you cheer on your favourite Premier League team in the new season!

What’s more, the Premier League HomeHub bundle is an all-in-one bundle perfect for the family! Other than the free 1 year broadband, the bundle also comes with other football leagues and sports content such as UEFA Champions League (UCL), F1, cricket and more, as well as with Netflix and Disney+ on us.



General


1
What is Premier League?

Premier League is the top-level football division in England contested by 20 clubs each season. The season usually runs from August to May on an accumulated point system, and the winner of the season will be awarded to the team that has the highest points after playing 38 matches.


2
How many matches are there in each Premier League season?

There will be 380 matches in each Premier League season, with each team playing 38 matches.


3
When does the Premier League season take place?

For 2023/2024 season, the Premier League will be from 12 August 2023 till 19 May 2024.


4
Who has the broadcast rights to Premier League currently?

StarHub has been awarded the broadcast rights to Premier League in Singapore for 6 years, starting from the 2022/2023 Premier League season. Find out more at https://www.premierleague.com/.



Pricing for Premier League


1
How much does the Premier League subscription cost?

Type

Product Name

Price

TV+

Premier+

Non-StarHub customers
$40.74/month

StarHub customers
$25.46/month


* Has a StarHub service subscription plan that’s at least $15/month at the point of billing


Premier Pack is available for Fibre TV customers and cross-carriage customers at $66.11/month.


2
How much will it cost to subscribe to Premier League with UEFA Champions League?

You can subscribe to Sports+ on top of your Premier+ subscription to watch other football leagues such as UEFA Champions League (UCL). Sports+ is available at $25.46/month.

Do check out our current offers for the bundle promotions available!


3
Do I need to be an existing StarHub TV customer to qualify for the exclusive price for Premier+?

As long as you have a broadband, postpaid mobile or TV service plan that’s at least $15/month, you can enjoy the StarHub Exclusive Price for Premier+ from $25.46/month!


4
Why is there a different price point for Premier+ and Premier Pack?

We’d like to bring more value to the way customers watch their Premier League games!
Premier+ comes with features such as replay, short and long highlights, as well as start-over and time shift functions. We’d like to give more customers a chance to experience these great functions on Premier+ and the TV+ interface at an accessible price.


5
I am a long- time StarHub Fibre TV customer, and I would like to sign up for Premier League. Why are there no discounts available for me?

For our StarHub Fibre TV customers, there’s a way for you to get the Premier+ StarHub exclusive price at $25.46/month!

Simply upgrade your existing pass to TV+ and add on Premier+ at $25.46/month. With TV+, access streaming apps such as Disney+, Netflix, HBO GO, Viu, and many more in one place, and watch them anytime, anywhere.

Visit our shops or call our sales hotline.



Premier+


1
What’s the difference between Premier+ on TV+ and Premier Pack on Fibre TV?

Here’s a quick view of what you can enjoy on Premier Pack and Premier+.

Type

Price of Premier+

Premier Pack on Fibre TV

Price

Non StarHub customers: $40.74/month

StarHub customers: $25.46/month

$66.11/month

No. of Premier League channels

12 Hub Premier channels
Ch 221 - 232

4 Hub Premier channels
Ch 221 - 224

Time-shift, replay

Yes

No

Long & short match highlights

Yes

No

Club pages

Yes

No

Real-time game analytics

Yes

No

Others:
Subscribe to streaming apps and watch them anytime, anywhere such as:
• Disney+
• Netflix
• HBO GO
• Viu
...and many more!

Yes

No



2
Other than these Premier League features on TV+, what are the other services on TV+ available that are different from Fibre TV?

With TV+, you can also subscribe to streaming apps and watch them anytime, anywhere such as:

  • Disney+
  • Netflix
  • HBO GO
  • Viu
  • and many more!

3
How do I know which type of TV service am I subscribed to?

White set-top box or TV+ PRO for TV+ customers

White and Pro


Black set-top box for Fibre TV customers

IPTV


4
Will there be Pay Per View (PPV) for the individual matches?

There is no Pay Per View for individual matches currently.


5
I’m subscribed to the Premier League channels. Do I need to pay extra to watch it on StarHub TV+ app?

You’ll be able to catch Premier League on StarHub TV+ app anytime, anywhere without any additional cost on your StarHub mobile line! Ensure that your mobile data access point (APN) is set to "shwap" in order to not get any data charges.

As a TV+ subscriber, you’re naturally entitled to register up to 5 devices and up to 2 streams simultaneously – given these are all within the same household.



Sign-up Procedures


1
Where and how can I sign up to watch Premier League?

You’ll be able to sign up for Premier+ or Premier Pack on our website or physically in StarHub shops.

Customers who are already on StarHub TV+ can also sign up via StarHub App. Simply log in, choose “TV”, tap the “Modify” button, and add Premier+. If you need more information on how to log in to StarHub App, click here.


2
Why am I seeing $40.74 instead of $25.46 for Premier+ when I'm eligible to sign up via StarHub App?

Eligible customers who subscribe to Premier+ via the StarHub App can rest assured that they'll enjoy the StarHub Exclusive Price of $25.46/month at the point of billing. The current pricing display of $40.74/month reflected on the StarHub App refers to the usual price before any eligible promotional rate(s).


3
I would like to upgrade from Fibre TV to TV+. How should I go about doing it?

Great choice! If you are interested in upgrading to TV+, we recommend that you recontract your current TV pass to TV+ first online, and then add Premier+ to your subscription.

Alternatively, you can opt to upgrade to HomeHub+ to enjoy an all-in-one bundle including broadband services.



Product and Features


1
What’s so different about Premier League on StarHub?

We are changing the game! With Premier+, watch the Premier League games in 4K Ultra-HD and enjoy an enhanced viewing experience as you will have the ability to start over, replay key highlights, or turn back time to watch the match with time-shift!

Our dedicated 4K Ultra-HD channel will also be at no extra cost to all Premier+ customers. Smart TV+ app and TV+ Pro users can immerse themselves in the game with live game statistics available at their fingertips or follow their favourite clubs easily with the ‘Club pages’ feature.

Other than these great features, you’ll be able to host a watch party with your family and friends next time!


2
Why should I top up to get a TV+ set-top box?

Your viewing experience will be greatly enhanced with the TV+ set-top box. With the box, you’ll be able to catch the games in 4K Ultra-HD resolution on the big screen or select long or short highlights to replay.


3
Is there a separate app for Premier League?

You’ll be able to watch Premier League on StarHub TV+, one single app for all your entertainment needs on StarHub.

The StarHub TV+ app will allow you to watch the games anytime, anywhere on-the-go within Singapore. You can now also download the StarHub TV+ app on Android TV (version 10 and above) via Google Play Store to catch Premier League on TV+ without a set-top box.

As a TV+ subscriber, you're naturally entitled to link up to five (5) devices and stream on two (2) devices simultaneously with just one single Hub iD login - given these are all within the same household.


4
If we do not have StarHub broadband, can I still rent a StarHub set-up box enjoy Premier League on the big screen?

Our TV+ set-top box will work with any active broadband service. To have the best experience, we recommend that you pair our StarHub broadband service with the TV+ set-top box. You can consider the great deals available for our broadband service today here!


5
Is the StarHub TV+ app available on Android TV stores and Samsung TV app gallery?

Great news! The StarHub TV+ app is now available for download in Google Play Store for Android TVs (TV brands such as Xiaomi, Prism, Sony, Panasonic). You’ll also be able to use the StarHub TV+ app on Samsung Tizen.



Content, Broadcast, and Network


1
How many Premier League matches will I be able to watch with StarHub?

All Premier League customers on Premier+, Premier Pack, and Cross-Carriage are able to watch all 380 Premier League matches.


2
How many channels will be shown on Premier+, Premier Pack and Cross-Carriage?

All Premier League customers on Premier+, Premier Pack, and Cross-Carriage are able to watch all 380 Premier League matches.  Premier+ offers 12 channels, while Premier Pack and Cross-Carriage offer 4 channels.


3
What are the additional benefits I enjoy as a Premier + customer?

Customer subscribed to Premier+ will also be able to enjoy matches in 4K Ultra HD, time shift and replay with long and short match highlights. Smart TV+ app and TV+ Pro users can immerse themselves in the game with live game statistics available at their fingertips or pledge to their favourite clubs easily with the ‘Club pages’ feature. More new features will also be made available such as party watch and multi-viewing.


4
What happens on Premier Pack and Cross-Carriage if there are more than 4 simultaneous Premier League matches?

In the rare event that more simultaneous matches are played, the Premier Pack and Cross-Carriage channels will broadcast the additional matches right after the live matches. For example, if 5 matches are played at 10:00 pm, 4 will be concurrently live, and the 5th will be played right after.  The most popular matches will be selected to be live.  In the last season of the Premier League, there was only one match day where there were more than 4 simultaneous matches.


5
What other sports content do I get when I sign up for Premier League?

Other than live Premier League matches, you’ll have key Premier League content such as PL Originals, match highlights and matchday shows.


6
What are the channels broadcasting Premier League?

Premier League will be broadcasted on our new channels Hub Premier (Ch 221 – Ch 232).


7
Will the Premier League channels broadcast other football leagues like Champions League, La Liga, Ligue 1, Serie A, and Singapore Premier League?

Hub Premier will not broadcast other football leagues. However, these leagues are available on the other StarHub Sports channels available on the Sports+ TV pack:

Football League

Channel

StarHub TV+

Fibre TV

Champions League

beIN Sports 3 (Ch 214)/beIN Sports 4 (Ch 215)/beIN Sports 5 (Ch 216)

Sports+


Sports Group
or
Sports Pass


Europa League

beIN Sports 3 (Ch 214)/beIN Sports 4 (Ch 215)/beIN Sports 5 (Ch 216)
beIN Sports (Ch 213)

Europa Conference League

La Liga

beIN Sports (Ch 213)/beIN SPORTS CONNECT (Sports+ customers enjoy FREE access)



Ligue 1

Serie A

Bundesliga

Singapore Premier League

Hub Sports 1 (Ch 201)/Hub Sports 2 (Ch 202)

ROSHN Saudi League

SPOTV (Ch 209)/Hub Sports 2 (Ch 202)



8
Will the Premier League channels broadcast other football games such as FA Cup, Carabao Cup, Super Cup or Community Shield Cup?

Hub Premier will only broadcast the Premier League games.

Currently, FA Cup, Carabao Cup, Super Cup or Community Shield Cup are not available on StarHub.


9
How do I access StarHub TV+ on my desktop/laptop or mobile to watch the games?

For web on your desktop/laptop, you can log in to StarHub TV+ at www.starhubtvplus.com to start watching.

For mobile,

  • Download and install the StarHub TV+ app from Apple App Store or Google Play Store.
  • Launch the StarHub TV+ app.
  • Log in with your Hub iD (if not done so) or select "Create Hub iD" (if not done so).
  • Navigate to "Premier League" on the Home screen and go to “Upcoming matches”.
  • Alternatively, go to “Guide”, find Ch 221 or use the “All Channels” filter and select Sports.
  • Click the “Watch” button on the details page.

10
How do I watch the channels with my TV set-top box?

TV+ customers can simply tune in to Hub Premier Channel 221 – 232 after your Premier League TV service has been activated. Do note that there may not be programme available in all 12 channels at every time.


11
Can I Chromecast or Airplay the matches from my desktop/laptop or mobile to a bigger screen?

Yes, you’ll be able to Chromecast the matches. However, you can improve your viewing experience and watch football matches in 4K Ultra-HD quality if you top up for a TV set-top box at just $6.01/month.

If there are any difficulties in casting the matches, we suggest reaching out directly to your TV manufacturer to resolve the issue.

Airplay will not be available.


12
I missed the match, will there be a repeat telecast or catch-up available?

Yes, there will be repeat telecast and time-shift function (on TV+) for you to catch up with the game. Full match replays will also be available.


13
Can I record Premier League Games?

For now, all games are available as catch-up in different versions: Full game, mini game version (10 minutes) or short highlight version (3 minutes). With Premier+, you’ll no longer need to record your games when it’s so easy to catch up with what you’ve missed!

Fibre TV customers can record Premier League games via the Smart TV™ value-added service and a digital video storage device (Western Digital My Passport) from selected recommended retailers. For more information, please click here.

For information on the recording capabilities of the Singtel TV box for cross-carriage customers, please check with Singtel directly.


14
Can I watch Premier League via StarHub TV+ while I'm overseas?

StarHub has the broadcast rights for Premier League in Singapore only. Customers will not be able to use StarHub TV+ to watch Premier League overseas.


15
How many matches will I be able to watch concurrently?

Currently, you’ll be able to view the matches on up to 2 devices concurrently per TV+ account.

You can link up to a maximum of five (5) devices and stream on two (2) devices at any one time.

If you also have the StarHub TV+ Box, it comes with its dedicated streaming capacity (not part of the two concurrent streams) and does not count towards the limit of five (5) devices.


16
I am facing technical/login/app issues. Who can I contact?

For assistance, you can reach us on Facebook or WhatsApp. Alternatively, send us an email for any billing or technical queries.


17
What is Starter+? Why am I getting Starter+ when I sign up for Premier+? Is there a charge for Starter+?

Besides catching the Premier League action on Premier+, we’re giving you complimentary access to a curated selection of on-demand entertainment experience with Starter+.

Starter+ Pass includes the latest Asian dramas including TVB dramas, variety programmes, classic Hong Kong movies starring all-time favourite actors, BBC First dramas with high production value and much more.

To find out more about Starter+, click here.


18
I’m watching the game and I don’t want to see the score display on the side. Can it be removed?

The score display on channel 221 is a direct feed from Premier League. As an alternative, you may want to view the match on a different Hub Premier channel where the match is also being broadcast. Please check the guide for the schedule.


19
What are the key differences of TV+ from watching Premier League from piracy sites and pirate TV boxes?

With TV+, you’ll get to stream and watch the game with clear graphics and lag-free broadcast without delays anytime, anywhere. Interactive features are also available with Premier League broadcast via StarHub.

You’ll also get access to device assistance from StarHub when you face any technical issues. In addition, piracy sites and pirate TV boxes are unauthorised in Singapore.


20
Where can I check the Premier League game schedules?

Alternatively, visit www.starhub.com/pl-fixtures to check the Premier League game schedules.



Billing


1
Will there be charges for Premier+ or Premier Pack after the season ends and before the next season starts?

Your Premier+ or Premier Pack will continue to be charged on a monthly basis even after the season ends. You may consider unsubscribing if you do not wish to be charged. However, do note that should you stop your Premier+ subscription, you won’t be able to get back the offer prices (Early Bird or StarHub Exclusive) if you decide to subscribe again later on.


2
I’ve secured an Early Bird StarHub Exclusive offer in 2022. Is my Early Bird StarHub Exclusive price for Premier+ guaranteed until I decide to unsubscribe?

Your Early Bird StarHub Exclusive offer will be guaranteed for the next 24 months starting from 6 August 2022 as long as you remain subscribed to a postpaid mobile, broadband or TV plan with a minimum $15 monthly plan at the point of each billing cycle. Do note that the offer price will no longer apply once you cancel and re-subscribe again.


3
Why does my bill show that I’m charged $40.74/month when it was $20.368/month or $25.46/month during sign up?

To continue enjoying the StarHub Exclusive Price of $20.36/month or $25.46/month, you’ll need to remain subscribed to a postpaid mobile, broadband or TV plan with a minimum $15 monthly plan at the point of each billing cycle. There will be a review at each billing cycle for the offer eligibility.



Cross-Carriage


1
I’m a Singtel customer. How do I sign up for cross-carriage with StarHub?

You can sign up for cross-carriage via the web form on www.starhub.com/crosscarriage or head down to our shops with your NRIC and a copy of your Singtel bill with your Singtel TV number.

Do check that all details are filled in accurately to allow the cross-carriage application to be successful. The name and NRIC submitted to StarHub must match the corresponding name and NRIC on your Singtel TV account to be eligible.


2
How long will it take for cross-carriage service to be available on my Singtel TV once I have signed up?

We will submit your cross-carriage request to Singtel for verification against their subscriber records. Thereafter, Singtel will activate the Premier League channels on your Singtel set-top box to allow you to access the Premier League content. It will take up to 5 working days upon successful submission if all the required particulars are submitted accurately.


3
I’m subscribed to Singtel mobile (or broadband) currently. Do I have to sign up for the cross-carriage option?

Cross-carriage option is only available for Singtel customers with an existing Singtel TV subscription.


4
I’m a Singtel customer, how do I know what my Singtel TV account number is?

You can refer to your Singtel bill for your account number, as shown below:

Cross carriage Q5


5
I would like to sign up for cross-carriage service via the online form on StarHub. How do I get my Singtel bill in PDF?
  • Log in to My Singtel App.
  • Click 'Bills' at the bottom of your app
  • Select your Singtel TV account
  • Click 'View Bill'
  • Click the share icon button on the top right
  • Save your bill in PDF.

Alternatively,

  • Log in to your OnePass by using email address.
  • Click ‘Bills & Payments’
  • Click ‘View My Bills’
  • Download your bills as PDF files.

6
I am not the main Singtel TV account holder. Can I apply on behalf of the main account holder?

We will require the rightful Singtel TV account holder to be present for the cross-carriage registration.


7
How will I know if my Premier League cross-carriage subscription is successful?

You will be notified via an SMS on the status of your application within 5 working days after you have successfully registered.

You may also try to tune in to Hub Premier channels via your Singtel TV box (on Singtel TV channels 102 to 105) to check if you are able to view the Hub Premier channels. If you are able to view all the four Hub Premier channels via your Singtel TV box, this means that your cross-carriage subscription is successful.


8
I’ve signed up for cross-carriage service. It has been more than 5 working days and I have yet to receive any SMS notification on the status of my cross-carriage application. How can I know the status?

You may want to tune in to Hub Premier channels via your Singtel TV box (on Singtel TV channels 102 to 105) to check if you are able to view the Hub Premier channels. If you are able to view all the four Hub Premier channels via your Singtel TV box, this means that your cross-carriage subscription is successful.


9
I have submitted a wrong contact information. What can I do to get notified?

You may want to tune in to Hub Premier channels via your Singtel TV box (on Singtel TV channels 102 to 105) to check if you are able to view the Hub Premier channels. If you are able to view all the four Hub Premier channels via your Singtel TV box, this means that your cross-carriage subscription is successful.

Once your subscription is activated, you will be able to create an account in StarHub App and update your contact details through these steps:

  • Click "More".
  • Click "Manage account".
  • Click "Select a service".
  • Click "Contacts".
  • Click "Update mobile contact".

10
Will I be charged more than once if I had successfully submitted the application twice?

No worries! Rest assured that one Singtel TV account can only apply for one cross-carriage subscription, so you will not be charged more than once if you accidentally submitted the application twice.


11
I’m a Singtel customer and I’ve signed up for cross-carriage to watch Premier League on StarHub. Who should I reach out to for assistance?

For billing-related queries, you can reach out to StarHub here. For technical issues, you’ll need to contact Singtel to assist you further.


12
I am a cross-carriage customer. How do I check my bill?

Great news, you can check your bill easily at your fingertips with StarHub App! Just download the app and sign up for a Hub iD. Find out more here.


13
I am a cross-carriage customer. How do I pay my bill?

You can pay for your bill via StarHub App. You can also arrange for recurring payment via the app.

Make sure to log in using your Hub iD. If you don’t have one yet, you can set it up here.

Alternatively, you can use the form at the bottom of the StarHub bill for your bill payments.


14
I am a cross-carriage customer. If I sign up now, when will I be billed?

Cross-carriage customers will be billed on the day the cross-carriage service is activated. You can pay for your bill via StarHub App. You can also arrange for recurring payment via the app.

Make sure to log in using your Hub iD. If you don’t have one yet, you can set it up here.

Alternatively, you can use the form at the bottom of the StarHub bill for your bill payments.


15
I am a cross-carriage customer. If I terminate my Singtel TV service with Singtel, will my cross-carriage subscription be automatically terminated?

As StarHub will not have records on any termination activities of Singtel TV services, customers will need to also terminate their cross-carriage service with StarHub.


16
I have 2 Singtel TV boxes. Will I be able to sign up to watch on both Singtel TV box?

Customers can sign up for 1 cross-carriage subscription on StarHub with every 1 Singtel TV account. In the scenario that you have two Singtel TV boxes under the same Singtel TV subscription, you will need to check with Singtel to find out if you are able to view on both TV boxes with the same TV subscription.


17
What channel numbers will Premier League be on Singtel TV via cross-carriage?

We believe that the Premier League will be on Channel 102, 103, 104, and 105 on Singtel TV via cross-carriage. However, for up-to-date information on channel number, please check with Singtel.


18
Will I be able to watch Premier League on Singtel CAST or Singtel TV GO app after I subscribed to cross-carriage on StarHub?

Cross-carriage customers can enjoy Premier League through their Singtel TV box, but will not be able to view the channels on their Singtel CAST streaming app or Singtel TV GO app.

If you'd like to watch Premier League anytime, anywhere and stream on your devices, you can consider signing up for Premier+ here.


19
Can the cross-carriage customer record Premier League games on the Singtel TV box?

For information on recording capabilities on Singtel TV box, please check with Singtel directly.


20
I’ve registered for cross-carriage and I received an SMS which says “Hi! We would like to inform you that we encountered issues with your request for Premier League cross-carriage service. Please contact your current TV service provider to find out more.” What should I do next?

We recommend that you ensure your Singtel service subscription payment is up-to-date before re-submitting your registration for cross-carriage again.


21
I’ve submitted my request for cross-carriage service but I changed my mind. Can I stop my application?

Once the application for cross-carriage is submitted, the request is sent via our system to Singtel. As such, we will not be able to intercept the request.


22
Is Premier Pack on cross-carriage contract-free? Why is there a ‘contract end date’ reflected for my Premier Pack cross-carriage service on StarHub App?

We recommend updating your StarHub App. There will not be any ‘contract end date’ in the latest app version. Do note that there is still a minimum one-month subscription Premier Pack before you can terminate your subscription.



Troubleshooting


1
An error code popped up on my screen while watching on Premier League on TV+. What should I do?
Seeing an error message on your screen? Check this table for steps that may help resolve the issue:

Area of Concern

Suggested Checks/Resolution

Error N2024 on Edge browser / N2025

For the best viewing experience, please use Google Chrome.

N2009 / N2009 404 / N2009 504 / N2009 403 / N2007 / N2005/ 12646 / 102 / 1002 / A5002 / 12312/ PLB321 / PLB315 / PLA373/1102

Update your launcher to the latest version (5.0.29-innopia (6861) or later). Please see below for the step-by-step guide.

For TV+ Box users/TV+ mobile app/web: Please press the home button and try to playback again after a short while.

For TV+ Smart TV app users: Please press "retry" and try to playback again after a short while.

For iOS/Android mobile app users: An error has occurred while trying to stream the video. Please exit the player and try again. We recommend updating to the latest version to improve your streaming experience.

N2018 / 1007
“Max active session exceeded”

De-link one of the devices logged in on your account. Remove any of the linked devices with the following steps:

  • Log in to starhubtvplus.com or the StarHub TV+ app.
  • Go to "My Account" if you're on the web, or "More" if you're on StarHub TV+ app.
  • Select "Device Management" and remove your desired device.
  • Once successfully removed, simply log in with your new device and our system will link it automatically.

404 / BS9004
“Unable to connect with server”
“Unable to load asset, please try again later”.

Step 1: Please check your internet connection.

Step 2: TV+ Set-top Box users: Turn off and on your TV+ box.

Mobile App/Web users: Exit and launch your app/web browser again.

For the optimal viewing experience, make sure your TV+ app or set-top box is updated to the latest version and connect to high-speed internet (at least 10Mbps) when streaming.

StarHub Broadband is optimized for our StarHub TV+ set-top box. It can carry TV signals with the best quality of service regardless of network load and traffic. With StarHub Broadband and TV+, you’ll have a better way to view Premier League matches.

If you’re not subscribed to StarHub Broadband yet, check out our promotions with Premier League at starhub.com/premierleague.

N7203 / N7207
“Subscription to StarHub TV Go Value-Added Service and the relevant Channel / Pack is required”.

Step 1: Please check your internet connection.

Step 2: TV+ Set-top Box users: Turn off and on your TV+ box.

Mobile App/Web users: Exit and launch your app/web browser again.

If the issue persists, you may need to log out and log in again.


2
I encounter "No Information" on the programme guide / I am facing some display or quality issues while trying to watch the game. What steps could I take?

Area of Concern

Recommended Steps

No programme information is shown in TV Guide and Channel Information Bar for all channels on StarHub TV+ Box.

Update your launcher to the latest version (5.0.29-innopia (6861) or later). Please see the step-by-step guide.

If you’re already on version 5.0.29-innopia (6861) or later, please perform the steps below:

For TV+ Box users only:

Step 1: Go to My Account (head icon on the top right).

Step 2: Select “Preferences”.

Step 3: Select “Show Info Language” and press "OK".

Step 4: Select “中文” and press "OK".

Step 5: You will see the "Channel Setup and Data Synchronisation" screen. Wait for it to be completed.

Step 6: You can now switch the language back to English. Select “English” and press "OK". Wait for the Channel Setup and Data Synchronization process to be completed.

Step 7: TV Guide and Channel Information Bar should now be displaying the updated programme details. You will also be able to tune in to your TV channels.

Difficulties in streaming 4K matches on Ch 232.

To enjoy an optimal viewing experience for 4K matches on Ch 232, we recommend the following:

  • A 4K TV which supports Ultra HD resolution, High Dynamic Range (HDR), and high refresh rate and response time.
  • A StarHub TV+ Box or an Android Smart TV with a processor capable of decoding 4K video.
  • Wired connection from your router to the StarHub TV+ Box or Android Smart TV.
  • If a wired connection is not possible, we recommend a stable WiFi connection of at least 25Mbps.

Do note that most smartphones, tablets, laptops and computer monitors are not able to decode and display Ultra HD 4K videos natively.

If you are unable to view the 4K matches on Ch 232, you can still enjoy the simulcast matches in HD on your devices. For fixtures, please refer to starhub.com/pl-fixtures.

4K Channel (Ch 232) appears to have a darker colour profile.

To enjoy an optimal viewing experience for 4K matches on Ch 232, we recommend the following:

  • A 4K TV that supports Ultra HD resolution, High Dynamic Range (HDR), and high refresh rate and response time.
  • On your TV settings, ensure the High Dynamic Range (HDR) setting is selected.
  • Ensure "4K" is selected for the resolution on your TV+ box.

My TV has an intermittent black screen when connected to the TV+ set-top box.

Please try any of the following:

  1. Use the HDMI cable that came together with the TV+ set-top box.
  2. Connect the cable to another HDMI port on the TV.
  3. On your TV+ set-top box, go to Settings (gear icon) > Device Preferences > Inputs & Devices, and turn off HDMI control.
  4. If you have a 4K TV: Turn on your TV+ set-top box, go to Settings > Device Preferences > Display, and select 1080i. If the issue still persists, select 720p to watch at a lower resolution.

Non-optimal video quality on TV+ set-top box.

  1. Reboot your router/mesh routers.
  2. If your TV+ set-top box is connected via WiFi, go to My Account (head icon) > STB (Set-top Box) Information > Network status, and check the frequency and RSSI (Received Signal Strength Indication) value. The recommended frequency is 5 GHz and the RSSI value should be from -20 to –57.

Suggestions to improve the RSSI value on your TV+ set-top box:

  • Move the TV+ box closer to the router.
  • Use wired connection for your TV+ box, if possible.
  • If your home network uses a mesh setup, consider adding another node to the mesh.

Non-optimal video quality on devices such as:

  • Mobile phone
  • Tablet
  • Smart TV app
  • Web browser on laptop

Reboot your router/mesh routers.
Suggestions to improve network connection on these devices:

  • Move the device closer to the router.
  • Connect to 5 GHz connection where possible.
  • If your home network uses a mesh setup, consider adding another node to the mesh.

3
I am being prompted to subscribe to Premier League via my TV+ set-top box even though I had already subscribed. What should I do?

If you are prompted to sign up for Premier+ even though you already have a subscription, please log out and log in again with your Hub iD on your TV+ app, or reboot your TV+ box.

If you have multiple TV Subscription IDs, please select the one with the Premier+/Premier Pack subscription upon logging in with your Hub iD. You can locate your TV Subscription ID in StarHub App.


4
How can I identify which of my TV Subscription ID has the Premier League subscription if I have multiple subscriptions?

Log in to StarHub App with your Hub iD, select TV, and then check your TV plans to locate the plan with Premier+/Premier Pack. The corresponding Subscription ID will be reflected within.


5
I have forgotten my Hub iD or Hub iD password. How do I reset my password on StarHub TV+ app/web?

If you forgot your Hub iD or password, you could reset them here. Just tap “Forgot your Hub iD” or “Forgot your Password” and follow the steps.


6
While streaming on my TV+ app, I got a pop-up that says I have exceeded multiple sessions. What should I do?

You will need to de-link one of the devices logged in on your account. Remove any of the linked devices with the following steps:

  • Log in to starhubtvplus.com or the StarHub TV+ app.
  • Go to "My Account" if you're on the web, or "More" if you're on StarHub TV+ app.
  • Select "Device Management" and remove your desired device.
  • Once successfully removed, simply log in with your new device and our system will link it automatically.

7
What is the recommended TV+ setup for the best streaming experience?

For the optimal viewing experience, make sure your TV+ app or set-top box is updated to the latest version and connect to high-speed internet (at least 10Mbps) when streaming.

StarHub Broadband is optimized for our StarHub TV+ set-top box. It can carry TV signals with the best quality of service regardless of network load and traffic. With StarHub Broadband and TV+, you’ll have a better way to view Premier League matches.

If you’re not subscribed to StarHub Broadband yet, check out our promotions with Premier League at starhub.com/premierleague.