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Netflix FAQs
Discontinuation of Netflix Collection on Behalf
What is happening to the Netflix Collection-on-Behalf service?
From 1 November 2025, you will no longer be able to pay your standalone Netflix monthly subscription as part of your StarHub bill via StarHub’s Collection on Behalf service.
Why is this service being discontinued?
Netflix is discontinuing the Collection-on-Behalf payment method for all partners around the world, including StarHub.
When will this change take effect?
The discontinuation of this payment method will be effective from 1 November 2025.
Who is affected by this change?
Only existing StarHub customers who are currently using the Netflix Collection-on-Behalf service will be affected.
Will my Netflix streaming be interrupted?
No, your streaming will not be interrupted immediately. However, you will have to update the payment method on your Netflix account to ensure your subscription renews without disruption.
What do I need to do to continue using Netflix?
Please head directly to your Netflix account settings to add a new Method of Payment before your subscription renewal date.
What is the process for transitioning to a new payment method?
In the event of this Collection on Behalf cessation, Netflix will manage the transition. Here’s how it works, using a billing cycle from 1 November to 30 November 2025 as an example:
If your Netflix billing period is from 1 November to 30 November 2025.
• 24 November 2025 (7 days before renewal): You’ll be offboarded from StarHub Collection on Behalf billing and prompted by Netflix to add a new method of payment.
• 30 November 2025 (1 day before renewal): Netflix will send you a reminder if no payment method has been added.
• 1 December 2025 (renewal day):
o If a new method of payment was added, your subscription continues without interruption.
o If no new method of payment has been added, your account will be placed on hold until the end of your billing period (2 June).
• 1 January 2026 (after hold period): If a new method of payment has not been added, your Netflix account will be cancelled.
Discontinuation of the Netflix App on Fibre TV set-top box
I received a message about the discontinuation of the Netflix app access on the Fibre TV set-top box. What is this about?
You are receiving this message because your current Fibre TV set-top box will no longer support access to the Netflix app via channels 525 and 899 starting 15 July 2025 due to ageing hardware. If you're currently enjoying Netflix as part of your HomeHub subscription, rest assured — this message does not mean your Netflix subscription is being removed.
I’m enjoying Netflix as part of my HomeHub plan. How can I continue watching Netflix?
Not to worry, you'll still be able to access Netflix via the Netflix app on supported devices (such as Smart TV, mobile devices and web browsers). Alternatively, you can upgrade to StarHub TV+ to continue enjoying Netflix via the TV+ set-top box if you do not have a supported Smart TV for a big-screen viewing experience. You can find out more information related to Netflix’s supported devices here.
How can I upgrade to TV+?
Simply visit the StarHub Online Store, any StarHub Shop or call 1630.
What if I don’t want to upgrade to TV+?
You can continue to watch your subscribed StarHub channels using your current Fibre TV set-top box. While you’ll no longer be able enjoy the seamless experience of watching Netflix on the same device, you may still use alternate supported devices to continue watching Netflix.
General
What is Netflix?
Netflix is a streaming service that offers a wide variety of award-winning TV programmes, films, anime, documentaries and more – on thousands of internet-connected devices.
You can watch as much as you want, whenever you want, without a single advert – all for one low monthly price. There's always something new to discover, and new TV programmes and films are added every week!
What are the charges for Netflix?
Netflix is a subscription-based video-on-demand streaming service with 3 price plans:
| Netflix Plan | Pricing | Features |
| Basic | $15.98/month |
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| Standard | $22.98/month |
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| Premium | $29.98/month |
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What can I use to stream content on Netflix?
You can watch Netflix through any internet-connected device that offers the Netflix app, including smart TVs, game consoles, streaming media players, set-top boxes, smartphones, and tablets. You can also watch Netflix on your computer using an internet browser.
How many devices can I use Netflix on at the same time?
The number of devices that may be allowed to watch simultaneously will depend on your membership plan.
How fast does my Internet need to be to stream content on Netflix?
To watch TV shows and movies on Netflix, we recommended having a stable internet connection with a download speed shown below in megabits per second (Mbps).
| Video Quality | Resolution | Recommended Speed |
| High Definition (HD) | 720p | 3 Mbps or higher |
| Full High Definition (FHD) | 1080p | 5 Mbps or higher |
| Ultra High Definition (UHD) | 4K | 15 Mbps or higher |
Can I watch Netflix on my StarHub TV set-top box?
StarHub Fibre TV customers
You will no longer be able to access to Netflix on your Fibre TV Set-Top Box
StarHub TV+ customers
You can access Netflix via these methods:
- Launch the Netflix app directly from the home screen
- Press the Netflix button on the StarHub TV+ remote control
Thereafter, you will be required to sign-up for Netflix or login with your account credentials if you are a current subscriber of Netflix.
How do I activate my Netflix under my HomeHub+?
You can either activate Netflix through your StarHub TV+ set-top box or using the StarHub app. Launch the app and tap "TV". You should see "Pending Netflix account activation". Once you select this, you'll be redirected to the Netflix webpage. Enter the email address to set up a new account or link your HomeHub+ bundle to an existing Netflix account.
Where can I get more information about Netflix as part of my HomeHub+ subscription?
Read more about Netflix as part of your HomeHub+ subscription here.
What should I do if I have further issues with my Netflix?
For customer support, including live chat and troubleshooting FAQs, you may visit Netflix Help Center at https://help.netflix.com/en/.
StarHub Billing (Collection on Behalf)
Who can sign up for Netflix through StarHub bill?
Prior to March 2020, StarHub Postpaid customers on residential plans were able to sign up for a standalone Netflix plan and bill their subscription to their StarHub Postpaid bills (Mobile/ TV/ Broadband).
Collection on Behalf billing option is no longer available for new sign-ups and will be discontinued for existing users from 1 November 2025.
How will the Netflix subscription be reflected on my StarHub bill?
The Netflix subscription will be reflected under the “Others – Third Party Services” section on your bill. Your corresponding plan type (Netflix Basic Plan/Netflix Standard Plan/Netflix Premium Plan) will be reflected under the “Itemised Usage Details” section.
Will I be subjected to an additional 9% Goods and Services Tax (GST) if I charge my Netflix subscription via StarHub bill?
There will be no additional 9% Goods and Services Tax (GST) charged and it is the same price as signing up directly with Netflix.
Why is the transaction date on my StarHub bill different from the start date of the Netflix subscription?
There may be a slight difference in the transaction date on your StarHub bill due to the scheduled system process. For clarity, please refer to Your Account page for the start and end dates.
How do I cancel my Netflix subscription?
To cancel your Netflix subscription, go to the Your Account page and click the Cancel Membership link.
Am I entitled to a refund if I wish to terminate the Netflix subscription early?
As Netflix is a prepaid service, if you terminate your subscription early, you will be able to stream until the end of the prepaid period.
What happens to my Netflix service when my StarHub TV service is suspended voluntarily or involuntarily?
You will not be able to watch your Netflix service using your Fibre TV set-top box if your StarHub TV service is suspended. However, you can continue to view your Netflix service directly on other supported browsers or devices.
StarHub Mobile
Will I incur mobile data charges when I stream content on Netflix with my device?
Yes, mobile data used to stream content on Netflix with your mobile device will count towards your existing data allowance of your mobile plan.
How much mobile data does Netflix uses?
Watching movies or TV shows on Netflix uses about 1 GB of data per hour for each stream of standard definition video, and up to 3 GB per hour for each stream of HD video.
Extra Members on Netflix
What is an Extra Member on Netflix?
An Extra Member is someone outside your household whom you can share your Netflix subscription with—at a lower cost than a full subscription.
Can I add an Extra Member if my Netflix subscription is under StarHub?
Yes, you can add an extra member to your Netflix account if you're subscribed through StarHub, as long as you're on a Standard or Premium plan.
What are the charges to add an Extra Member?
You may refer to Netflix Plans and Pricing here.
How would the Extra Member be billed?
The additional cost of the Extra Member is not billed to your monthly StarHub bill. Instead, it will be charged directly to the credit/debit card linked to your Netflix account.
How many Extra Member can I add?
You can have 1 Extra Member if you’re on Netflix Standard or 2 if you’re on Netflix Premium.
How do I add an Extra Member?
You can find out more here.