---
title: "StarHub slow internet in Singapore: tests, evidence and complaints · Kilobat Guides"
url: "https://kilobat.app/guides/starhub-slow-internet-complaint"
description: "StarHub internet slow or dropping out in Singapore? Check equipment, compare tests, keep evidence and follow the complaint route."
---

# StarHub slow internet in Singapore: tests, evidence and complaints

If your StarHub connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation.

Applies to: Paths checked in StarHub’s Broadband Routers FAQ for the HB410, HB615, HB710, EB810v and EX510, and in TP-Link’s HB-series mesh user guide (REV1.0.0), which TP-Link lists for the HB410 and HB710. The guide’s router-mode menus are used, matching StarHub’s **Advanced** paths; the EB810v has its own TP-Link manual and may differ in places. · Checked: 3 November 2026

## When this helps

- You use StarHub in Singapore.
- Your connection is slower than expected, drops out or performs badly at certain times.

## Check your StarHub TP-Link router

These checks apply to StarHub TP-Link router. Check the model before following its menus.

1. In the browser, open **Advanced › Status** for the internet and Wi-Fi details.
2. **Advanced › System Tools › System Log** lists events; click **Save Log** to keep a copy.
3. **Advanced › System Tools › Diagnostics** runs ping and traceroute from the router.
4. In the app, **More › Test Internet Speed** runs a speed test; StarHub suggests choosing its own server.

## Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see [the StarHub TP-Link router guide](https://kilobat.app/routers/starhub).

Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.

1. Compare a wired connection to the router with Wi-Fi on the same device.
2. Repeat the same test server during the slowdown and at a quieter time.
3. Record download, upload, latency and whether another household device was using the connection.

## How to complain to StarHub

Use [StarHub’s official support](https://www.starhub.com/personal/support/article.html?id=LfNB5odcBt0mTG6Pr7GSB7) to report the fault. Request a formal complaint reference if it remains unresolved.

Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.

Check the complaints procedure in your Singapore service contract before escalating. Use the national regulator’s consumer guidance for your service.

## Your local escalation route

IMDA’s ADR scheme covers eligible contractual disputes. Approach the provider first, then check the notice requirement, scope and fees before applying.

[IMDA alternative dispute resolution](https://www.imda.gov.sg/Infocomm-regulation-and-guides/infocomm-regulation/Alternative-Dispute-Resolution) lists the conditions and application route.

## Collect the evidence with Kilobat

On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.

The basic report export is free. [Kilobat Pro’s complaint wizard](https://kilobat.app/internet-complaint) helps assemble your evidence, impact and requested resolution into a draft you review and send.

Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.

## Sources

- [StarHub: Broadband Routers FAQ](https://www.starhub.com/personal/support/article.html?id=LfNB5odcBt0mTG6Pr7GSB7)
- [StarHub: Get Fibre Broadband ready](https://www.starhub.com/personal/broadband/getting-ready.html)
- [StarHub: UltraSpeed broadband with WiFi 7](https://www.starhub.com/personal/broadband/ultraspeed-with-wifi7.html)
- [TP-Link: HB-series mesh user guide (PDF)](https://www.tp-link.com/sg/document/15664/)
- [TP-Link: HB410 support and downloads (Singapore)](https://www.tp-link.com/sg/support/download/hb410/)
- [TP-Link: HB710 support and downloads (Singapore)](https://www.tp-link.com/sg/support/download/hb710/)
- [TP-Link: EB810v support and downloads (Singapore)](https://www.tp-link.com/sg/support/download/eb810v/)
- [IMDA alternative dispute resolution](https://www.imda.gov.sg/Infocomm-regulation-and-guides/infocomm-regulation/Alternative-Dispute-Resolution)

Checked on 3 November 2026.

## Related guides

- [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point.
- [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first.
- [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.