StarHub introduces first after-sales support plan, SmartSupport, in Singapore

StarHub is introducing the first after-sales support plan, SmartSupport, for its post-paid customers. Looking at the information, I think it is good for those who wanted to backup their phones and contacts. With the service, you can actually retrieve the information from the cloud.

SmartSupport Web Portal

It may be similar to some products in the market but this is my first time to see a telco providing it in Singapore (without third party involvement). Here are some screenshots of the app.


The SmartSupport plan can be subscribed from 27th September for customers who bought a new Samsung GALAXY Note 3 or Samsung GALAXY S4.  The service will be available for any new mobile phone purchase from StarHub by November 2013.

Here is the Press Release

Press Release

Comprehensive mobile phone after-sales support only with StarHub

Singapore, 26 September 2013 – StarHub, in collaboration with Asurion, the global leader in technology protection services, today introduced Singapore’s first mobile phone after-sales support plan for its mobile post-paid customers. With SmartSupport, customers can easily seek remote technical support for their phone or replace a defective or misplaced phone in as soon as four hours. In addition, they can use the SmartSupport mobile app to back up phone data in the cloud as well as enjoy a suite of mobile security and privacy utilities.

“Many customers are concerned about misplacing or damaging their phones as losing invaluable data, such as contacts, photos and videos can be agonising, even if it’s only for a brief moment,” said Mr Chan Kin Hung, Head of Personal Solutions, StarHub. “We are very happy to offer SmartSupport, which enables our customers to enjoy complete peace-of-mind, from getting a replacement phone quickly and easily to knowing that their data is backed up securely. With StarHub’s SmartSupport, assistance is just a phone call or mouse click away.”

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“Asurion is the world’s largest provider of handset protection services, partnering leading mobile carriers in markets including the United States and Japan, to serve more than 115 million subscribers across the globe,” said Mr Bob McDougall, General Manager, Asurion Asia Pacific. “Today, we are proud to extend our mobile support services to even more customers by partnering Singapore’s StarHub.”

Customers who have technical issues with their phone can call the SmartSupport helpdesk experts who will provide remote troubleshooting or offer essential tips on getting started with a new phone, such as importing mobile contacts and discovering new features. The SmartSupport hotline is open from 8 am to 12 midnight daily and will operate round-the-clock by the end of the year.

If a SmartSupport user needs to swop or replace the enrolled phone, he or she can initiate a service request by calling the SmartSupport hotline. For successfully processed service requests before 2pm from Monday to Saturday, the customer will receive the replacement phone in as soon as four hours within Singapore. The service is also available if the customer loses the phone overseas.

StarHub also recognises that mobile users are even more concerned about the personal information stored in their phone. Using the SmartSupport app and web portal at, customers can enjoy a data backup service that stores contacts, photos and videos in the cloud as well as conveniently retrieve backed-up content and transfer them to the replacement mobile phone. Other features include locating the misplaced phone, remote wiping of data and scanning the phone for malware and malicious apps.

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From 27 September 2013, customers who sign up for or renew their StarHub Mobile post-paid plan with a new Samsung GALAXY Note 3 or Samsung GALAXY S4, can subscribe to SmartSupport. The service will be available for any new mobile phone purchase from StarHub by November 2013.

Please see below for details on SmartSupport:


*International shipping charges apply; local delivery is free-of-charge
**Subject to time of request and delivery location
***Due to certain OS restrictions, features may not be compatible across all mobile platforms

For more information, please visit

– End

About StarHub

StarHub is Singapore’s fully-integrated info-communications company, offering a full range of information, communications and entertainment services for both consumer and corporate markets. StarHub operates a mobile network that provides 4G, 3G and 2G services. It also manages an island-wide HFC network that delivers multi-channel pay TV services (including HDTV, Internet TV and on-demand services) as well as ultra-high speed residential broadband services. StarHub operates an extensive fixed business network that provides a wide range of data, voice and wholesale services. Over Singapore’s fibre-based Next Generation Nationwide Broadband Network, StarHub offers a broad range of home and business broadband plans along with a host of advanced media-rich value-added services, such as IPTV for commercial entities.

Launched in 2000, StarHub has become one of Singapore’s most innovative info-communications providers, and the pioneer in ‘hubbing’ – the ability to deliver unique integrated and converged services to all its customers. StarHub, listed on the main board of the Singapore Exchange since October 2004, is a component stock of the Straits Times Index and the MSCI Singapore Free Index. Visit for more information.

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