Starhub Network Kaput

[Tigerwoods]

The Starhub problems of no Internet or network for calls are similar to that of Singtel or even M1.

In fact its the same problem faced by SMRT.

They use ultra low cost hardware islandwide. You cut on cost you cut greatly on quality and you need to increase maintenance costs, which is small and spread out through the year. Its so penny wise pound foolish to me.

Now its too late, they are so smitten by low cost hardware their business model and their KPI depends on it...

Fines from IDA are a drop in the ocean, but having a iron rice bowl do help to secure firm position

[Watwheels]

What to do? Sinktel sign cheap deal with Huawei and use all the China made servers and rent it to SH and M1. All the crap on anti-competition law. Obviously the red camp still dominate the market and have control of the servers. I think the green and orange camp must be damn tulan. They only get to lease China-made equipment and they get fine from IDA when they break down. They LL raise price is also becoz the red camp raise the lease on them. Winner still red camp and somemore they are untouchable. Huat ah.

 

No wonder I'm still keeping their shares. LoL...

[Xers007]

What to do? Sinktel sign cheap deal with Huawei and use all the China made servers and rent it to SH and M1. All the crap on anti-competition law. Obviously the red camp still dominate the market and have control of the servers. I think the green and orange camp must be damn tulan. They only get to lease China-made equipment and they get fine from IDA when they break down. They LL raise price is also becoz the red camp raise the lease on them. Winner still red camp and somemore they are untouchable. Huat ah.

 

No wonder I'm still keeping their shares. LoL...

 

You confirmed are not in the IT or network engineering field... lol

[Kb27]

The Starhub problems of no Internet or network for calls are similar to that of Singtel or even M1.

In fact its the same problem faced by SMRT.

They use ultra low cost hardware islandwide. You cut on cost you cut greatly on quality and you need to increase maintenance costs, which is small and spread out through the year. Its so penny wise pound foolish to me.

Now its too late, they are so smitten by low cost hardware their business model and their KPI depends on it...

Fines from IDA are a drop in the ocean, but having a iron rice bowl do help to secure firm position

 

Although I hate the breakdown, what you wrote is not exactly true.

I had somewhat a more "inside" experience with SH on the backend.

They don't simply "use the cheapest low cost hardware" which contribute to this kind of problems.

If they can simply throw money at the problem to resolve it instantly, they probably would.

 

Internet connectivity is a very complex and expensive business, with tons of routers, servers, equipment and customer premise devices.

 

Each one of them is a possible point of failure which stops everything.

The recent case is probably a DHCP server failure or more.

 

Then there are virus, worms and bugs which can happen any time, no matter how well prepared you are.

Hardware failure is much easier to resolve than software bug, simply by replacement.

Or they are multiple redundancies which can alleviate the fault.

 

They have teams of engineers on standby 24 hrs and a reported failure is instantly worked on, although the resolution may be complex and takes time.

 

In the mean time, money paying customers are not happy and jammed customer service hotline with no useful purpose other than to vent their anger.

 

However, I can't speak for SMRT.

[Joseph22]

 

Although I hate the breakdown, what you wrote is not exactly true.

I had somewhat a more "inside" experience with SH on the backend.

They don't simply "use the cheapest low cost hardware" which contribute to this kind of problems.

If they can simply throw money at the problem to resolve it instantly, they probably would.

 

Internet connectivity is a very complex and expensive business, with tons of routers, servers, equipment and customer premise devices.

 

Each one of them is a possible point of failure which stops everything.

The recent case is probably a DHCP server failure or more.

 

Then there are virus, worms and bugs which can happen any time, no matter how well prepared you are.

Hardware failure is much easier to resolve than software bug, simply by replacement.

Or they are multiple redundancies which can alleviate the fault.

 

They have teams of engineers on standby 24 hrs and a reported failure is instantly worked on, although the resolution may be complex and takes time.

 

In the mean time, money paying customers are not happy and jammed customer service hotline with no useful purpose other than to vent their anger.

 

However, I can't speak for SMRT.

Yes, our fiber optics cable lay throughout the island are not cheap. It's bloody expensive.

[Myxilplix]

I'm happy to report that in my one year of using viewqwest fibre, I've not encountered any issues or unplanned downtime.

 

In fact they just recently upgraded my 400 mpbs plan to a 1000 mbps plan for no extra charge and without even me asking for it. They just sent me an email thanking me for being a customer and that they are upgrading my plan to be inline with their new plans and pricing packages. I thought it was very nice of them considering I'm on a two year contract.

[Tigerwoods]

 

Although I hate the breakdown, what you wrote is not exactly true.

I had somewhat a more "inside" experience with SH on the backend.

They don't simply "use the cheapest low cost hardware" which contribute to this kind of problems.

If they can simply throw money at the problem to resolve it instantly, they probably would.

 

Internet connectivity is a very complex and expensive business, with tons of routers, servers, equipment and customer premise devices.

 

Each one of them is a possible point of failure which stops everything.

The recent case is probably a DHCP server failure or more.

 

Then there are virus, worms and bugs which can happen any time, no matter how well prepared you are.

Hardware failure is much easier to resolve than software bug, simply by replacement.

Or they are multiple redundancies which can alleviate the fault.

 

They have teams of engineers on standby 24 hrs and a reported failure is instantly worked on, although the resolution may be complex and takes time.

 

In the mean time, money paying customers are not happy and jammed customer service hotline with no useful purpose other than to vent their anger.

 

However, I can't speak for SMRT.

As muc as I want to agree with you, the hardware used by our Telcos are no longer the reliable ones but made in China ones. Their BTS used now are pretty low end. Their Engrs probably probably spend lotsa time servicing them, I also doubt their skills also.

There are just too many breakdowns lately and frankly I still think it has a lot to do with their organization.

[Joseph22]

As muc as I want to agree with you, the hardware used by our Telcos are no longer the reliable ones but made in China ones. Their BTS used now are pretty low end. Their Engrs probably probably spend lotsa time servicing them, I also doubt their skills also.

There are just too many breakdowns lately and frankly I still think it has a lot to do with their organization.

 

everything are made In China now. Further more made in China doesn't mean it is not good.

 

Of course if u want dirt cheap then it's not good. But base of my experience if u want something that is of good quality standard, u can still get from China cheaper then other place. Just not dirt cheap.

[Tigerwoods]

everything are made In China now. Further more made in China doesn't mean it is not good.

 

Of course if u want dirt cheap then it's not good. But base of my experience if u want something that is of good quality standard, u can still get from China cheaper then other place. Just not dirt cheap.

Yes but the tech of the west are still better even they assembled In China . China brands copy the west use cheap components, can get the equipment to work but are very unreliable.

[Joseph22]

Yes but the tech of the west are still better even they assembled In China . China brands copy the west use cheap components, can get the equipment to work but are very unreliable.

 

You will be surprise that some of china brand are better then some western brand now. in fact they have more function too. its really a big different if one corporate doesn't go in to look for product at dirt cheap price.

 

but the sorry stage of thing is that when people go china, they are no looking at 20 or 50% cheaper but rather 30% or even 10% of the current cost to later complain about quality.

Edited November 28, 2014 by Joseph22

[Yewheng]

Yesterday night starhub Internet down. Many people called in starhub hotline and post their anger in social media.

Those who got into the line where not given any solution as csr also can't help much and can only apologize for the network problem ( pity them actually for nothing kanna scolding from customers.. Haiz). Csr told them technical team are working very hard to fix the network issue, once it is fixed we will update them.

Guess what? There is actually solution.workaround for that network problem..



Someone posted on social media that he visited hardwarezone and read the forum and straightaway got the workaround for the network problem by manually setting the dns IP. While the rest so gong gong go call starhub with no resolution.

We can't blame csr also, as they are not in depth technical trained. However, it does reflect very badly on starhub technical team as there are people who are not working in starhub and yet managed to find a workaround. Yet starhub technical team did not even pass the information to csr on what is the workaround so that they could advise the customer?

I feel there need to be a tighter coordination and communication between starhub technical team and those on the call centre when there are widespread of network problem.

Oh Ya, I forget about Facebook too. Technical team should also coordinate with starhub Facebook admin too. They should provide starhub Facebook team on the workaround so that starhub could post the workaround on social media. Those who visited starhub Facebook page and wanted to complain, saw the workaround, they will not be so angry and quickly go follow these steps to resolve the issue.

So well done starhub, they yet again disappoint consumer, that outsider found the workaround instead or starhub giving the workaround.. That's very bad...







Outsider giving the solution/workaround but not from starhub.. That's very bad.

Edited October 22, 2016 by Yewheng

[Yewheng]

 

 

This is the comment that someone posted on Facebook.

Edited October 22, 2016 by Yewheng

[Kb27]

CS are people with different skillset.

They are not technical people.

 

Their skillset is pick up the phone, try to answer questions, get whacked by angry unreasonable customers and remain calm.

 

They have a book to refer to, but when the answer is not in the book, they are clueless and need to refer to the tech team.

 

By the way, SH DNS server is not very reliable (or professional). You're better off using Google's.

[Yewheng]

CS are people with different skillset.

They are not technical people.

 

Their skillset is pick up the phone, try to answer questions, get whacked by angry unreasonable customers and remain calm.

 

They have a book to refer to, but when the answer is not in the book, they are clueless and need to refer to the tech team.

 

By the way, SH DNS server is not very reliable (or professional). You're better off using Google's.

That's why I say can't blame csr. But I feel that what starhub could do better will be with a tighter coordination between technical team and those on the call floor and the Facebook team.

 

Outsiders can post the workaround for network issues, means technical team should also know it. Since they knew it, why wasn't the technical team to told those on the call floor and the Facebook team on the workaround.

 

So those csr who answered the phone would have a temporarily solution for customer to at least have Internet access. Facebook team would post on starhub Facebook on the workaround, those people who want to go starhub Facebook to complain would see the starhub post and then follow the steps. Their problem solved, less angry customer. Customer want their problem to be solved. If there is a workaround why not let them know?

Edited October 23, 2016 by Yewheng

[Evillusion]

Starhub It team from where ah?

[Kb27]

That's why I say can't blame csr. But I feel that what starhub could do better will be with a tighter coordination between technical team and those on the call floor and the Facebook team.

 

Outsiders can post the workaround for network issues, means technical team should also know it. Since they knew it, why wasn't the technical team to told those on the call floor and the Facebook team on the workaround.

 

So those csr who answered the phone would have a temporarily solution for customer to at least have Internet access. Facebook team would post on starhub Facebook on the workaround, those people who want to go starhub Facebook to complain would see the starhub post and then follow the steps. Their problem solved, less angry customer. Customer want their problem to be solved. If there is a workaround why not let them know?

 

I can't say how they should work.

 

But a closer relationship between CS and tech team is definitely a plus.

The first callers may take sometime to find the root cause though.

 

CS has to first goes through its routine. Many times, it's a just a dumb customer issue. Something has changed on their side. Sometimes it's a real issue.

 

If a real issue is found, it's as simple as broadcasting to all CS via any electronic means.

 

Any unnecessary delay would then be a inter-dept management problem.

Maybe the tech teams are keeping things for themselves to prove they are indispensible and keep their job safe.

 

Otherwise, simple stuff like 1st level diagnosis should be taught to CS.

Example, how to use simple command line to check for IP assigned, ping certain servers, do DNS queries, etc.

[Yewheng]

Starhub It team from where ah?

From where is not the issue. As long as they could solve the network problem as quickly as possible can already.

 

The problem is that if let's say they will need sometime to get it fix let's say a few hours, however if they already have a temporarily workaround, aren't they need to let call floor and Facebook team know the temporarily workaround 1St while they do the fix?

 

Like that customer will not get so frustrated that cannot use Internet as there is a temporarily workaround. Of coz there will be some who will want to take this opportunity to want to make a big hoo har.. That's the different story.

 

It's how the starhub as a whole work together as a team to minimise the disruption that could make a big difference.

Edited October 23, 2016 by Yewheng

[Wt_know]

yup ... starhub dns server kaput last nite

those who know how to change dns setting are not affected

Edited October 23, 2016 by Wt_know