Safeguards in place to prevent mobile bill shock: StarHub

We understand Mr Adrian Koh Soo Jin's concerns about data roaming and thank him for his feedback ("No protection from mobile bill shock"; last Friday). This is why we have put in place several safeguards to protect our mobile customers' interests, giving them greater peace of mind while travelling.

As we shared with Mr Koh, StarHub offers a data roaming bill cap service that, when activated, suspends data roaming for customers when usage reaches S$100 in a month. This service is free of charge and gives some certainty to customers on their data roaming costs.

If our customers do not need Internet access when they are overseas, we suggest they switch off data roaming in their phone settings. This way, there will not be data roaming usage even if the mobile data connection is turned on accidentally.

For those who would like more flexibility in the use of data roaming, they can dial *100# or use our "Roam Manager" app to enable or disable their data roaming service at any time, even when they are out of Singapore.

Travellers like Mr Koh will receive an SMS notification on the abovementioned safeguards whenever they reach an overseas destination. To prevent bill shocks, we will also send an SMS to customers when their data roaming usage hits the predetermined alert levels, which can be changed using the *100# service.

Customers who would like to access mobile data abroad can check out our affordable data roaming services available in many popular overseas destinations, at www.starhub.com/roaming

We have since contacted Mr Koh to address his concerns and helped him to deactivate his data roaming service.

Philemon Foo

Corporate Communications Executive

StarHub

This article was first published on July 16, 2014.
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