Telcos will not change 4G service prices for existing customers on minimum term contracts

SINGAPORE — In an about-turn, telecommunications company StarHub will not be charging its SmartSurf customers who use its 4G service S$2.14 a month from June after the Infocomm Development Authority of Singapore investigated the matter.

The IDA said in a media release this evening (April 23) that the three telco operators here have decided not to change 4G service prices for existing customers with minimum term contracts.

M1, SingTel and StarHub have offered 4G services as part of mobile data bundle promotions and have positioned them as value-added services in promotional material and service terms and conditions.

The IDA noted significant confusion among consumers over the service plans they have signed up for, and that operators should not change prices mid-way that affect customers with minimum term contracts, if they were not clear to customers upfront what those price changes might be.

The regulator said the operators could have done more at points-of-sale and other channels to communicate their 4G value-added service position to customers.

“We value our customers’ feedback and we understand their concerns about the new promotional rate for “4G Speed Boost”. After careful consideration, we decided to further extend the free promotion to existing customers of our SmartSurf Lite/Value/Premium/Elite price plans till the end of their contract,” said Mr Chan Kin Hung, StarHub’s Senior Vice President of Mobility. He added, however, that with the telco has been “upfront with customers” with regard to the promotion.