Help Desk Service Inconsistency

I always wanted to cancel my number ported to SingTel and return it back to Starhub as the voice quality of my SingTel mobile 96317889 which was ported back from Starhub is not good at all, but reluctant to do that as that would incur extra cost.

The helpdesk 1626 told me that it was my phone issue. But even after I purchased HTC Touch Dual which supports 3.5G, I was still getting poor voice quality as if it was a voip call.

Recently, as Singapore is migrating to Full Mobile Number Portability, and in order to retain my old number 91008709 from Starhub mobile, I was told to sign up an additional account with SingTel. I am afraid that I would end up with two poor quality mobile voice service and considering to have one with SingTel and another with Starhub.

So I made a call to 1626 SingTel helpdesk, asking the necessary procedure to have the number retention service cancel so that the number could be return to Starhub. The lady who answered the call insisted that she could not tell me anything, I would have to wait for the letter sent to us, "Everything is inside there". How could I believe that. So I asked to speak to the supervisor. The supervisor told me it was possible to cancel the number retention by phone.

As I was waiting for a call from SingTel on the offer to get both the numbers with SingTel without paying for the extra account, I did not ask to cancel the number retention.

Later, as my niece came to work in Singapore, and she would need to sign up an account, I decided not to wait any further. I called 1626 again. Unfortunately, the lady told me that I have to wait after 13 June 2008 when the Full Mobile Number Portability migration is completed, then I could go to Starhub to get back my number.

On Saturday morning, I called again, fortunately, a gentleman answered and told me it would be canceled within one working day.

As the quality of service of helpdesk is inconsistant, it all depends on whether we know the actual fact or not, and also our luck when we call, we might not get what we want although we know that it is possible. As long as the lady insists that I cannot and keep saying the same answer, I will have no choice. I was prepare to go to ComCentre as I cannot get through that lady. Fortunately, my call was answered by a well trained and good knowledge gentleman.

Similarly, Starhub helpdesk personals are not well trained although much better. As I need to be sure that I could get back the number I used before with Starhub mobile, I called to check with them the possibility of getting the same number back. The first time I called, I was told there was no quarantee. However, yesterday, when I called again, fortunately, the gentleman who answered my call, asked for my name and IC number and confirmed that the number is still under my name even though I switched to SingTel more than a year ago. And it is unlikely that the number will be released to other subscriber.