kepo-ing Zz85

Dear Singnet,

I’m a loyal Singnet customer for more than 5 years. My ID is ****** and my IC no. is ******. I would firstly like to thank you for providing me and my family with our internet connectivity these years.

I’m writing in to describe my less than happy experiences in getting my broadband internet plan renewed. I’ve been to http://www.singnet.com.sg/recontract/ but have not made the decision on what to select even though I’ve been thinking about the 5Mbps plan.

I spared some time one afternoon to call the singnet helpdesk, after navigating the usual automated telephone system, and waiting to connect my line to an operator, I asked for the details of my current plan, including how much I’m paying monthly. The operator said he would check it out and ask me to hold on the line, which I did. After listening to some music and voice promotions, the line was dropped. Upset, I made no further attempt to call in that day.

I tried to settle my recontract matter again when I was in Woodlands at the recent Singnet roadshow. After a long queue, I was asked by a promoter to do the recontract at home. Not willing to hold up others waiting, I inquired if he knew of other promotions that are offered. He said that there would be a roadshow somewhere in March, I replied that my contract would be ending before then and took my leave.

Now, here’s what I do not understand and hope you would give me some answers. Why are new customers getting better offers and existing customers like me have to resist the temptations to switch providers. Take the case of the roadshow which offered movie tickets (and free registration) to new users in addition to the same offers we get in the recontract plans (I don’t even need the extra value added services). If I wanted the free goodies of a new sign up, I could have terminate my contracts and get another of my family member to sign up a new contract.

What do you suggest I do? Should I terminate at the end of my existing plan or revert to normal charges while I wait for new promotions? Or perhaps there are other offers that I can consider to renew my plan? Its interesting to note that I’ve paid less than $10 (with my loyalty rewards deduction) when I signed up Singnet years ago when I was a student. Today, I’ve have yet to complete studies, but I paying few folds more than previously. Its true that the speed I get now is different from what I get from before, in comparison however, hardware prices drop for an increase in value.

I’m not trying to say that Singnet is like the Microsoft with its unethical FUD practices, providing crippled services then increasing the prices for some improvements, but I have some concerns above that can be addressed.

I looking forward to hear from you, please contact me by phone ****** or mobile ******.

Cheers,

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Update 1:
The singnet has closed the email that I could write in previously. Therefore, I’ve been made to use their online form and that’s why I posted this here (I seldom want to do complains). Their automated email is below.

Dear Valued Customer,

Thank you for your email.

We apologise for any inconvenience caused by the closure of this
mailbox. To streamline and improve our processes, we have set up an
online form for our customers to share with us their comments and views
or to find out more about our services.

We would appreciate it if you could complete the form at
http://home.singtel.com/customer_service/cust_serv_callus.asp and we
will reply to you within 3 working days.

For SingNet promotion enquiries, you may contact our Customer Service
Officers at 1610 from 8.00 am to 6.00 pm on Mondays to Saturdays
excluding Sundays and Public Holidays.

For technical support, you may call the following hotlines:
Dial-up 1800-7334133 9 am to 6 pm Mondays to Saturdays, closed Sun/PH
Broadband 1800-8486933 8 am to 12 midnight daily
JetPack 1900-9152829* 8 am to 12 midnight daily
Magix 1800-8486933 8 am to 12 midnight daily

* Calls are charged at 30cents per minute.

Thank you

Yours Sincerely,

SingNet Email Support
(this is a system automated reply)

SingNet Homepage : http://www.singnet.com.sg
Customer Care : http://userweb.singnet.com.sg/Consumer_Main.html
Internet Security : http://www.singnet.com.sg/tou/security.asp
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Update 2 (1 March)

So Singnet got their Recontract Team to contact me. Not much was offered to me, I was even surprised that they started billing normal rates even before my promotional contract ended. However, I was asked to consider the new Mio plan which have more savings as the mobile, home phone and internet lines are combined - very likely in a move to compete with Starhub plans. Also the lady that spoke to me said I could wait for the next roadshow to consider my plan and get back to her. Maybe that’s the most they could do, maybe they aren’t too bordered.

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Update 3 (2 March)

I went into a SingTel / Singnet shop at Bedok to enquire about MIO plan. The dealer was a nice guy who took time to explain and check up if I could convert my existing plans. The benefits are cheaper rate with a combined bill, unlimited local calls using their digital voice, all connected to their wireles “mio box”. The catch I’m guessing is that I guess there are limitations to the mio box. Their contractors would come down to install, if you need an extra telephone jack/extension then extra payment have to be made. Others factors include whether their box work with my router?

Also if there’s a blackout, I guess digital voice will fail, I suppose they expect you to use your handphone then (Then again, you won’t get the unlimited wifi/voip with mio in that situation). Well, I still have to consider. Some other webpages shows negative and positive remarks.

A Singaporean’s (Bad) Experience with Singtel’s MIO

Official Singtel Generation MIO Thread at HardwareZone