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Terminating Your StarHub Services
General
How do I terminate my StarHub services?
To request termination of your postpaid mobile or Digital Voice Home services, please reach out to us via Facebook or WhatsApp. You can inform us of your termination request whether you’re here in Singapore or overseas.
For termination of broadband or TV services, you’ll need to go to any of these 4 StarHub shops (Plaza Singapura, Jurong Point, Nex, or Tampines). Note that you also have to return your broadband or TV equipment. Details are provided in the sections below.
These steps also apply in case you’re an authorised third-party making a request on behalf of someone else. Do have your letter of authorisation, and a copy of your and the registered subscriber’s NRIC/FIN ready.
If your plan is under a company name, please refer to this page for information on how to stop your service.
To unsubscribe from packs or add-ons, you can use StarHub App.
How do I terminate bundled services?
To request termination of your bundled services, please reach out to us via Facebook or WhatsApp.
To avoid early termination charges, we recommend submitting your request after your contract end date. If done earlier, your bundled services will be unbundled and will trigger early termination charges. You may experience connection issues as well.
How can I check the possible early termination charges that I might incur if I terminate my services?
Early termination charges are tiered according to the number of months left in your contract at the point of your termination request. They also vary depending on your monthly subscription fee. Note that the computation and full details of your final bill will be calculated during the termination process.
Know more about early termination charges here.
Will there be early termination charges if my current plan is a no-contract plan or if my plan has exceeded the contract period?
There are no early termination charges if you terminate a no-contract plan or if you terminate your service after completing your contract period.
What happens to my Hub Club status when I terminate my StarHub services?
Since subscription to mobile, broadband, and TV is a prerequisite to Hub Club membership, you’ll automatically be de-registered from Hub Club if you terminate any of your services.
In case you have multiple mobile lines nominated to Hub Club and you only terminate one of these lines, you will not be de-registered from Hub Club provided the remaining mobile lines have the same NRIC/FIN and address as your broadband and TV services.
What notifications will I receive after requesting termination of my services?
You will receive an acknowledgment of your request and a confirmation of the termination.
Acknowledgement of termination request
This email notification is an acknowledgement that we’ve received your request to terminate your services and we’re working on it. It will also inform you of any other actions you might need to do following your termination request.
Confirmation of account termination
You will receive an email notification confirming that your services have been terminated as requested. The message will also include information on when you can expect to receive your final bill, how to view or pay for any outstanding amount, and refunds for any credit balance available.
What else do I need to do after requesting termination of my services?
Here are some things you may want to do after requesting termination of your StarHub services.
- If you’ve been paying your bills by recurring credit card or GIRO, you may wish to terminate this payment arrangement with your bank.
- If you registered other services with any other third-party service providers (e.g. Netflix, Amazon Prime, etc), you may need to contact them personally to cancel the service for your StarHub mobile line.
- If you have StarHub Broadband/TV loan equipment, please visit any of these 4 StarHub shops (Plaza Singapura, Jurong Point, Nex, or Tampines) to return them. Please note that charges are imposed for lost equipment.
- If you have StarHub Broadband/TV loan equipment, please visit any of these 4 StarHub shops (Plaza Singapura, Jurong Point, Nex, or Tampines) to return them. Please note that charges are imposed for lost equipment.
- You will no longer be able to access any third-party services such as Netflix, Amazon Prime, and other subscriptions that were bundled with the StarHub plans you terminated. To continue enjoying these services, you can subscribe to them separately.
- If you terminate your StarHub TV service, you could continue to watch free-to-air Mediacorp TV channels via Mediacorp’s Digital TV. For more details, please visit https://www.digitaltv.sg/.
Mobile
How long will it take to terminate my StarHub mobile line?
You can request for same-day termination. This will take effect within 1 hour after completing the process.
If your termination request is for a later date, your mobile service will end at midnight on that date. You may no longer make any changes or modifications on your plan once the termination date has been finalized.
Termination for SharePlus Child lines will be completed in 5 working days.
What will happen to third-party services linked to my mobile line if I terminate my service?
Existing free or paid third-party services such as iQIYI, Amazon Prime, Netflix, or Disney+ will also be removed upon termination of your mobile service.
Do I need to request termination for a prepaid account?
You don’t need to request termination if you’re using a StarHub Prepaid SIM card as it automatically expires and de-registers if there’s no top-up done within 180 days.
You may also de-register your SIM card earlier. Just bring along your original identification document and your prepaid SIM card to the StarHub shop at Causeway Point.
Broadband
How long will it take to terminate my broadband service?
Your broadband service will be terminated as soon as your request is completely processed.
What equipment do I need to return when I terminate my broadband service?
If you’re terminating your broadband service but you still have StarHub Fibre TV, you don’t need to return any equipment yet because you still need it for your TV service to work.
In case you’re terminating your standalone broadband service or if you’re subscribed to StarHub TV+, these are the devices that you need to bring to our shop. Charges will apply if you’re unable to return the equipment.
| EQUIPMENT | LOST CHARGE |
|---|---|
ONT/VeONT | $239.80/$261.60 |
Fibre power adapter for ONT/VeONT | $8.63 |
Network LAN cable (3 meters) | $6.54 |
Fiber patch cord (3 meters) | $6.54 |
Can I request termination of my broadband service via the hotline, chat, or email instead of going to the StarHub shop?
You may request termination without going to the StarHub shop if:
• You’re requesting on behalf of a registered customer who passed away or is in prison.
• You’re an elderly (60 years old or above during point of contact) customer or a person with disabilities (PWD).
• You’ve left the country.
Otherwise, you must go to the shop to request termination.
I’m terminating my broadband service but retaining my Fibre TV. Do I need to go to the shop to request termination even if I’m not returning any equipment?
You’ll still have to request broadband termination at any of these 4 StarHub shops (Plaza Singapura, Jurong Point, Nex, or Tampines) even if you’re not returning any equipment.
Can I retain my Digital Voice Home if I terminate my broadband subscription?
Subscription to our fibre broadband is a prerequisite to using the Digital Voice Home service.
Apart from possible early termination charges, are there other fees I need to pay when I terminate my broadband service?
If you’re able to request termination of service without going to the shop because of special circumstances, pickup of equipment has a fee of $54.50.
You’ll be informed of other applicable charges (e.g. missing equipment, outstanding balance, monthly fee for retaining Fibre TV without StarHub Broadband) upon requesting termination.
TV
How long will it take to terminate my TV service?
Your TV service will be terminated as soon as your request is completely processed.
What equipment do I need to return when I terminate my TV service?
If you’re terminating your Fibre TV service or if you’re subscribed to StarHub TV+ with a set-top box, these are the devices that you need to bring to our shop. Charges will apply if you’re unable to return the equipment.
Scroll right to view the last column.
| EQUIPMENT | LOST CHARGE | FIBRE TV (w/o StarHub Broadband) | FIBRE TV (w/ StarHub Broadband) | TV+ |
|---|---|---|---|---|
ONT/VeONT | $239.80/$261.60 | √ | ||
Fibre power adapter for ONT/VeONT | $8.63 | √ | ||
Network LAN cable (3 meters) | $6.54 | √ | ||
Fiber patch cord (3 meters) | $6.54 | √ | ||
Fibre TV set-top box* with HDMI cable | $327 | √ | √ | |
StarHub TV+ set-top box** | $203.74 | √ | ||
StarHub TV+ Pro set-top box** with HDMI cable | $407.48 | √ | ||
Power cord/adapter for set-top box | $16.35 | √ | √ | √ |
Remote control | $16.35 | √ | √ | √ |
* A charge of $32.70 applies for minor damages on the Fibre TV set-top box.
** A charge of $30.56 applies for minor damages on the TV+ set-top box.
Apart from possible early termination charges, are there other fees I need to pay when I terminate my TV service?
If you’re able to request termination of service without going to the shop because of special circumstances, pickup of equipment has a fee of $54.50.
You’ll be informed of other applicable charges (e.g. missing equipment, outstanding balance) upon requesting termination.
Digital Voice Home
How long will it take to terminate my Digital Voice Home service?
If your Digital Voice Home number is originally from StarHub, termination will be completed within 1 working day.
For home phone numbers that were ported in from a different service provider, termination will take 5 working days.
I’m switching my home phone to another provider. Do I need to terminate my Digital Voice Home before porting out?
Your Digital Voice Home service needs to remain active if you intend to port it to another provider. In addition, your StarHub Broadband service must remain active until porting is completed.
I switched my home phone number from another provider to StarHub and now I’m having it terminated. Can I get the same number if I decide to reinstate my service later?
You will no longer be able to retrieve your number if you cancel your Digital Voice Home and decide to reinstate the service after termination.
Final Bill
What happens to my bill after I terminate my account with StarHub?
You will receive your final bill within 2 billing cycles. This will include:
- Outstanding charges such as IDD, roaming, mobile data (if any)
- If your mobile plan is tied to a Monthly Equipment Instalment, the lump sum of any outstanding amount will be reflected in your final bill.
- Outstanding pro-rata billing adjustments (if any)
- Cancellation fees, charges for lost equipment, or disconnection fees (if any)
- If your plan is still in contract, you will be billed an early termination charge in your final bill. Learn more about early termination charges here.
- If your plan is still in contract, you will be billed an early termination charge in your final bill. Learn more about early termination charges here.
- If you have a credit balance, you will see a negative amount on the bill. You will receive the remainder of the credit after it has been offset with any other outstanding payment.
- If all your services with StarHub have been terminated, you can still use your Hub iD Lite within 6 months from the date of termination to view the final bill or make outstanding payments where applicable. To do this, just follow these steps:
- Log in to StarHub App.
- Tap “Pay”, select “Pay bill”, and select the account to access your last bill, available up to 6 months from your date of termination.
I’ve received my final bill. How do I make my payment?
You may pay your final bill online (AXS online, SingPost SAM online, Internet or Mobile Banking). You may also pay in person at any of the 7-Eleven stores, SingPost Office AXS, NETS stations, SAM Kiosk or the 4 main StarHub shops (Plaza Singapura, Jurong Point, Nex or Tampines).
Please note that you can still use your Hub iD Lite within 6 months from the date of termination to view your final bill or make outstanding payments where applicable. To do this, just follow these steps:
- Log in to StarHub App.
- Tap “Pay”, select “Pay bill”, and select the account to access your last bill, available up to 6 months from your date of termination.
How do I view my final bill after I terminate my services?
You will still receive your final e-bill notification via email/SMS. To view your final bill, just follow these steps:
- Log in to StarHub App.
- Tap “Pay”, select “Pay bill”, and select the account to access your last bill, available up to 6 months from your date of termination.
Credit Refund and Balance Transfer
I’ve received my final bill from StarHub, but there’s still credit in my account. What should I do?
The credit in your account after you terminate your services will be used to offset any outstanding payment under your NRIC. Once your account is inactive for 2 months, we’ll automatically refund the credit via PayNow after offsetting any remaining charges on your other account(s).
If you wish to transfer any remaining credit balance from your terminated account instead of waiting for an auto refund via PayNow from StarHub, please see below:
- If you have an active service account, you can transfer your balance to your selected active account. Once the transfer is successful, the credit transfer amount will be reflected in the next bill of the selected active account.
- If you have another terminated account with an outstanding balance, you may transfer the balance to your terminated account to offset any outstanding balance.
- If you only have terminated account(s) with credit balance, you may submit a request for the credit balance to be refunded to you via this form. For non-auto refunds, the balance can be sent to you via PayNow, or to your bank account or credit card if your terminated account was paid via GIRO or recurring credit card payment arrangement.
Please ensure that you have linked your NRIC/FIN/UEN to your registered PayNow account.
How long will it take to receive the refund from StarHub?
Once the refund is processed after the 2-month period, it will take up to 11 business days for you to receive via PayNow.
Please ensure that you have linked your NRIC/FIN/UEN to your registered PayNow account.