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HomeHub+ FAQ


Setting Up Your Streaming Apps


1
How do I activate/link the streaming apps (Netflix, Hotstar, Disney+, etc.) under my HomeHub+?

Download the guide for the step-by-step procedure on activating your streaming apps.

Here's a quick view of where you can find the instructions.

Activation process for Disney+        Page 18
Activation process for Hotstar        Page 21
Activation process for Netflix         Page 24


About HomeHub+


1
What is HomeHub+?

HomeHub+ is an all-in-one value plan which comes with 3 services, namely StarHub TV+ Pass, StarHub Fibre Broadband and a Netflix subscription.


2
What is the difference between HomeHub+ 1G and HomeHub+ 2G plan?

HomeHub+ 1G comes with 1Gbps Fibre Broadband, Netflix Standard Plan and 1 unit of StarHub Smart WiFi (for new sign-ups and selected recontract plans), whereas HomeHub+ 2G comes with 2 dedicated 1Gbps Fibre connections, Netflix Premium Plan and 1 unit of StarHub Smart WiFi Pro so you can enjoy superfast broadband at double the bandwidth and coverage.



HomeHub+ 1G HomeHub+ 2G

Broadband Service

1Gbps Fibre Broadband

2Gbps Fibre Broadband

Netflix subscription


Netflix Standard Plan

Netflix Premium Plan

Device

StarHub Smart WiFi

(for new sign-ups and selected recontract plans)

StarHub Smart WiFi Pro

(for all customers)

Set-up

HH FAQ_1Gbps BB Set-up.jpg HH FAQ_2Gbps BB Set-up.jpg

3
What is the contract period?

HomeHub+ is offered with a 24-month contract (the “Minimum Contract Period”).


4
How much does it cost and how does it compare?

HomeHub+ 1G

Savings

TV+ Pass

$30.00

$70.90**

(for the first 12 months, $77.90 thereafter)

Save Up to $22.48/mth
Save up to $279 in a year (with additional 1 unit of Smart WiFi worth $199 included)!

(Entertainment+/Asian+)

TV+ Box

$5.90

1Gbps Broadband with Smart WiFi

$45.90

Netflix Standard Plan

$17.48

(2 screens, HD*)

Free Amazon Prime for 3 months

$2.99

Total Costs

Up to $99.28

$70.90**


HomeHub+ 2G

Savings

StarHub TV+ Pass

$30.00

$90.90**

(for the first 12 months, $97.90 thereafter)

Save Up to $23.98/mth
Save up to $273 in a year!

(Entertainment+/Asian+)

StarHub TV+ box

$5.90

2Gbps Broadband with Smart WiFi Pro with D+ included

$62.90

Netflix Premium Plan

$21.98

(4 screens, Ultra HD*)

Free Amazon Prime for 3 months

$2.99

Total Costs

Up to $114.88

$90.90**


*Subject to device capabilities and plan change

**Price shown is not in conjunction with other promotion


5
What are the add-on services?

You may choose to add the following service(s) at the below charges:



Optional Add-On

Charges (incl. GST)

Digital Voice Home

$2.10/month

Upgrade to Netflix Premium Plan

(Concurrently up to 4-screens, Ultra HD*) for HomeHub+ 1G customers

$4.50/month


Additional StarHub TV+ Pass

From $15/month^

StarHub TV+ box

$5.90/month


Prices are subjected to prevailing published rates.
^Price is dependent on your StarHub TV+ Pass selection. Refer to price list here.

*Subject to device capabilities and plan change


6
I am an existing customer, am I eligible to sign up for the new HomeHub+?

To check your recontract eligibility, you may check using My StarHub App. Alternatively, you may head down to any StarHub Shop or call our Sales Hotline at 1630.


FAQ6 HH

7
I already have a Netflix account, can I sign up for HomeHub+?

Yes, you may sign up and link your existing Netflix account to your HomeHub+ subscription.


Note: If your existing Netflix subscription is billed through iTunes via Apple, you will need to cancel your Netflix subscription by following these steps to avoid duplicated charging.


8
How do I sign up for HomeHub+?

You may head down to any StarHub Shop, visit our Online Store or call our Sales Hotline at 1630 to sign up.


9
When will my HomeHub+ subscription or contract commence?

Your subscription or contract will commence after all applicable services and equipment are fully activated and delivered/installed respectively. Prevailing charges for each individual service will apply prior to the commencement of your HomeHub+ subscription.


10
Can I transfer my HomeHub+ contract to another person?

Yes, you may. The new subscriber will take on the remainder of your contractual obligations to StarHub. Your Netflix account will also be terminated, and the new owner will be requested to activate the Netflix account separately under his or her HomeHub+ subscription.


For transfer of service, please complete this form and submit with the required documents here.


11
After the suspension or termination of my HomeHub+ subscription, I received a notification that my Netflix subscription will resume on my method of payment on file with Netflix. Why is that so?

Netflix will resume your Netflix subscription based on the prior method of payment (e.g. credit card) that it has on file for your account. If you no longer require your Netflix account, please cancel your subscription with Netflix directly. For further enquiries, you may contact Netflix Customer Service.


12
Can I terminate any of the individual service(s) under HomeHub+?

Termination of any individual service will result in the termination of HomeHub+ subscription. There will be an Early Termination Charge if you cancel your HomeHub+ subscription before the Minimum Contract Period.


13
Can I terminate my HomeHub+ subscription anytime I want?

Yes, however there will be an Early Termination Charge if you cancel your HomeHub+ subscription before the Minimum Contract Period.


14
What are the Early Termination Charges for HomeHub+ subscription?

The Early Termination Charges are tiered according to the number months left in your contract at the point of your termination request. The charges are as per below:


FAQ14 HH


15
Can I request for different billing address for StarHub TV+, Fibre Broadband and Netflix services in my HomeHub+ subscription?

No, only 1 bill will be generated for your HomeHub+ subscription.


16
Can I request for the services to be utilised in different addresses?

No, all services under HomeHub+ must be registered and utilised in 1 residential address.


17
I have an existing home phone line with StarHub, can I use the same number for HomeHub+?

Yes, you may keep your existing StarHub home phone number for your HomeHub+ subscription.


18
What will happen to my existing home phone line if I recontract to HomeHub+ without adding a Digital Voice Home service?

The home phone line under your existing HomeHub subscription will automatically be terminated if you recontract to HomeHub+ without adding a Digital Voice Home service.


19
Can I terminate my home phone line under the HomeHub+ subscription?

As Digital Voice Home service is no longer a mandatory component in the HomeHub+ plan, you may cancel your home phone line without terminating your HomeHub+ subscription.


20
What other discounts and privileges can I enjoy on HomeHub+?

If you have StarHub Postpaid Mobile line(s), you can enjoy the following as a Hub Club member:

  • Up to 30% discount off StarHub Mobile monthly subscription
  • Annual handset upgrade

21
How do I read my HomeHub+ bill?

As HomeHub+ subscription charge is dependent on your StarHub+ TV Pass selection, the bill will show you a breakdown of the following charges:


Broadband & Netflix

Charge (before GST)

StarHub TV Pass

Charge (before GST)

Total

Charge

(before GST)

Total Charge

(after 7%  GST)

HomeHub+ 1G

HomeHub+ 1G bundle

$44.7664

Entertainment+

$28.0374

$72.80

$77.90

Asian+

$28.0374

$72.80

$77.90

Sports+

$23.3551

$68.12

$72.89

Malay+

$14.0187

$58.79

$62.90

Indian+

$14.0187

$58.79

$62.90

Filipino+

$14.0187

$58.79

$62.90

HomeHub+ 2G

HomeHub+ 2G bundle

$63.4579

Entertainment+

$28.0374

$91.50

$97.90

Asian+

$28.0374

$91.50

$97.90

Sports+

$23.3551

$86.81

$92.89

Malay+

$14.0187

$77.48

$82.90

Indian+

$14.0187

$77.48

$82.90

Filipino+

$14.0187

$77.48

$82.90


Prices are subjected to prevailing published rates.

You may refer to a copy of the sample bill here.




About Netflix


1
What is Netflix?

Netflix is a streaming entertainment service that allows you to watch a wide variety of award-winning TV shows, movies, documentaries, and more. With Netflix, you can enjoy unlimited viewing without having to watch a single commercial. There's always something new to discover, and more TV shows and movies are added every month. The more you watch, the better Netflix gets at recommending TV shows and movies you’ll love.


2
What is the Netflix plan included in HomeHub+? Can I change the plan?

HomeHub+ comes with a Netflix Standard Plan, which allows you to watch on 2 devices at the same time and in HD (subject to your device capabilities). You may choose to upgrade to the Netflix Premium Plan at an additional fee, which currently allows you to watch on up to 4 devices at the same time and in Ultra HD (subject to your device capabilities and plan change).


3
Will I get one-month free Netflix trial under the HomeHub+ subscription?

A one-month free Netflix trial is not applicable to the HomeHub+ subscription.


4
Can I start watching Netflix shows straight after taking the HomeHub+ subscription?

No, you will need to activate your Netflix account before you can start watching.


5
How do I activate or link my Netflix account to HomeHub+?

Download the guide and go to page 24 for the step-by-step procedure on activating Netflix.


6
I have yet to receive the SMS and/or email to activate my Netflix account. What should I do?

If it has been more than 48 hours from the commencement of your HomeHub+ subscription, you may contact our Customer Service at 1633 for assistance.


Note: Your HomeHub+ subscription will only commence after all applicable services are fully installed, activated and/or delivered.


7
Can I link my existing Netflix account to my HomeHub+ subscription?

Yes, you may link your existing Netflix account during the Netflix activation process. After your account has been linked to HomeHub+ subscription, Netflix will no longer charge you based on your prior payment method (e.g. credit card) from the next billing cycle. However, if your existing Netflix subscription is billed through iTunes via Apple, you will need to cancel your Netflix subscription by following these steps to avoid duplicated charging.


Note: There will be no refund or credits given for any unutilised subscription paid under your prior payment method.


8
Will my existing Netflix account be automatically linked to my HomeHub+ subscription?

No, you will have to link your existing Netflix account to your HomeHub+ subscription during the Netflix activation process.

Note: Netflix will continue to charge you separately for your existing Netflix account until you have linked the account to your HomeHub+ subscription.


9
What happens if I link an existing Netflix Basic/ Standard/ Premium Plan to the HomeHub+ subscription?

If you are on the Netflix Basic Plan, you will be upgraded to the Standard Plan at no additional cost. Alternatively, you may choose to upgrade to the Premium Plan at an additional fee.


If you are on the Netflix Standard Plan, you may either keep or upgrade to the Netflix Premium Plan.


If you are on the Netflix Premium Plan, you may either keep or downgrade to the Standard Plan.


10
Will I be able to keep my Netflix profiles after linking my existing Netflix account to HomeHub+?

Yes, you will be able to keep your profiles on your existing Netflix account.


11
What will happen if I do not complete my Netflix activation journey?

We encourage you to activate your Netflix account as soon as you receive the SMS and/or email notification.


If you have an existing Netflix account and you do not link it to your HomeHub+ , Netflix will continue to charge you separately for your existing Netflix subscription on top of your HomeHub+ subscription.


If you do not have an existing Netflix account and you do not complete the Netflix activation journey, you will not be able to access the Netflix service through your HomeHub+ subscription.


Note: There will be no refund or credit given for any unutilised subscription.


12
I have used the wrong email address for my Netflix account. What should I do?

You may contact Netflix Customer Service for assistance.


13
I forgot the email address used for my Netflix account. What should I do?

You may follow the following steps to get your email address:

  1. Login to My StarHub App
  2. Go to TV tab
  3. Select “Manage My Netflix Account”

You will be redirected to a Netflix login page with your email address pre-populated. 


14
What will happen to my Netflix account when I terminate or suspend my HomeHub+ subscription?

If you have linked an existing Netflix account to your HomeHub+ subscription, Netflix will automatically resume your Netflix subscription based on the method of payment (e.g. credit card) it currently has on file for your account. If you no longer require your Netflix account, please cancel your subscription with Netflix directly.


If you have created a new Netflix account under your HomeHub+ subscription, your Netflix subscription will go on hold. To continue using Netflix, you may add a method of payment here.


For further enquiries, you may contact Netflix Customer Service.


Note: There will be an Early Termination Charges will apply if you cancel your HomeHub+ subscription before the Minimum Contract Period.


15
Where can I watch Netflix?

Netflix is available on many internet-connected devices such as set-top boxes, smart TVs, computers, gaming consoles, smartphones and tablets. You can watch Netflix on any compatible device, and stream concurrently on multiple devices depending on your Netflix Plan. For the full list, you may refer here. For details, please refer to your Netflix Subscription Plan. 


16
How can I watch Netflix via my StarHub TV+ box? Can existing Netflix customers, including those without a HomeHub+ plan access Netflix on the StarHub TV+ box? Can customers subscribe to Netflix on their StarHub set-top box?

You may launch the Netflix app by pressing the Netflix button on the remote control or via Ch 525 on the StarHub TV+ box to watch and subscribe to Netflix.


17
How do I manage my Netflix subscription?

You can manage your Netflix account details here.


18
I'm looking for a TV show or a movie on Netflix and can't find it. My favourite TV show or movie used to be on Netflix, but now I can't find it. Why is some content available in one country but not another? When will my favourite TV show or movie be available on Netflix?

In over 190 countries, Netflix members get instant access to great content. Netflix has an extensive global content library featuring award-winning Netflix originals, feature films, documentaries, TV shows, and more. Netflix content will vary by region and may change over time.


The more you watch, the better Netflix gets at recommending TV shows and movies you’ll love.


19
How can I contact Netflix customer support?

You may visit help.netflix.com for assistance and contact options.

About StarHub TV+ Pass


1
StarHub TV+ Pass

Refer to StarHub TV+ Pass FAQ here.


About StarHub TV+ Box


1
StarHub TV+ Box

Refer to StarHub TV+ Box FAQ here.