Reply from Head, Customer Service received on Thursday, 10 September 2009 5:32 PM

Dear Priscilla

Thank you for your email to our CEO, Mr Terry Clontz, and your compliments to my customer service colleagues, Andy Chang, Antonio Yong and Simon Ong. It was our pleasure to be of assistance to you.

Andy has shared with me the details of the technical issues you have reported and the assistance rendered to you. Besides monitoring your Internet connection remotely, our technician has checked the external wiring of your unit on 8 September 2009. He found that the external wiring is within specifications and should not have affected your wireless broadband connection and Digital Voice as reported.

From our observations, the technical issues could be equipment related, for example, faulty modem or cable point. I note that we have not been able to arrange an on-site appointment with you since the technical issue was first reported in July 2009. Therefore, we would appreciate it if you could allow us to arrange a service call whereby our technician will provide on-site assistance at your premises. Please rest assured that the one-time service call charges will be waived.

I take this opportunity to inform you that Andy will be outstation for three months from 14 September 2009. Should you require assistance, please do not hesitate to call us at our Customer Care hotline at 1633. You may also wish to write to us at e-mail at helpdesk@starhub.com or fax: 6720 5000.

Thank you.

Yours sincerely
Diana Lee
Head, Customer Service