Starmob21026 mobile user guide 3/27/01 7:52 PM Page 1

CONTENTS

1. General Information Page

■ StarHub Mobile Service 1

■ Your StarHub SIM Card 2
■ Your Personal Identification Number (PIN) 2
■ Simple Calling Steps 4

2. Basic Value Added Services

■ Call Divert 5
■ Call Barring 8
■ Call Waiting 10
■ Call Hold 12
■ Caller Number Display 13
■ Caller Number Non Display 15
■ Multi-Party (6-Party) Call 16
■ Voicemail 19
■ Short Message Service (SMS) 29
■ International Roaming 35

3. Enhanced Services
■ StarHub Menu 39
■ Mobile Data and Mobile Fax 60

4. General FAQ 67

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STARHUB MOBILE SERVICE

Welcome to a whole new world of mobility. A world where

you can stay connected easily and affordably on a network
that’s designed and built with the latest technology.

StarHub Mobile Service has been made simple for you,

allowing you to be reached at all times and focus on
what’s important to you while you are on the move.
You can enjoy improved mobile voice quality, extensive
coverage and benefit from many advanced services
which will enhance your mobile communications.

To complement the Mobile Service, a comprehensive

range of Value Added Services has been designed to
enhance your mobile communication experience, allowing
you to maximise efficiency, convenience and control.

StarHub Mobile Service is designed with freedom and

flexibility in mind. You’ll be assured of products that are
of the highest quality, and customer service that is
professional and efficient. And most importantly, we
keep your monthly bills transparent and simple.

If you need more assistance, our professional and friendly

Customer Care Consultants are available 24 hours a day,
7 days a week.

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YOUR STARHUB SIM CARD YOUR PERSONAL IDENTIFICATION NUMBER (PIN)

The StarHub SIM Card is a Subscriber Identity Module, Step 4 Select ‘PIN Code’
which identifies your unique relationship with StarHub.
Step 5 Enter 1234
You can store up to 120 phone numbers and 10 SMS
messages in the SIM Card. Step 6 Select ‘ON’

Once the SIM Card is inserted in the mobile phone, you
can start making and receiving calls.
Note ■ Switch off the mobile phone before inserting or
removing the SIM Card.
■ The SIM Card should not be bent or scratched.
You are advised to change the default PIN as this is a
common PIN used for all StarHub SIM Cards.
To change the SIM Card PIN, all you have to do is:
Press *
* ** 04 ** 1234 ** New PIN ** New PIN #
Please choose a PIN that is easy to remember.

Should an incorrect PIN be entered three consecutive times,

YOUR PERSONAL IDENTIFICATION NUMBER (PIN)
This is a security feature that prevents unauthorised access
to your mobile phone. Your SIM Card has been pre-set
with a default PIN which is ‘1234’. This SIM Card PIN has
not been activated because once it is activated, you will
always be prompted to enter the PIN when you switch
on the mobile phone.
You may choose when to activate your SIM Card PIN.
To Activate the SIM Card PIN
Step 1 Select ‘Phone Menu’
Step 2 Select ‘Settings’ or ‘Call Setup’ or ‘Call Settings’
the SIM Card will be blocked and your mobile phone will
show ‘Unblock Code?’ or ‘SIM Card Blocked’ or ‘Blocked’.
Under such circumstances, you will not be able to access
the mobile phone. To re-access your mobile phone, contact
our Customer Care Consultants to obtain an Unblocking
Code (PUK1), which should be entered into your mobile
phone to unblock the SIM Card.
To unblock the SIM Card, key in the Unblocking Code
(PUK1) when prompted, followed by
Caution! ■ If 10 consecutive incorrect PINs are entered, the
SIM Card will be invalidated permanently and you
will have to get a new SIM Card to access the
StarHub network. Each SIM Card costs $20.60
(inclusive of 3% GST).

(depending on mobile phone model)

Step 3 Select ‘Security Settings’

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SIMPLE CALLING STEPS CALL DIVERT

Making a Call Call Divert gives you the flexibility to divert all incoming calls
■ Key in the phone number
to another number where you can be reached alternatively
or to your Voicemail when you are unavailable, on the line
■ Press ‘SE
SEND , YES
‘Y , ‘O
OK
or to make the call
or when you do not wish to be interrupted.
■ Press ‘N’
NO or to end the call (or to cancel
Call Divert can be activated or de-activated via your
the call attempt)
handphone menu. Alternatively, you can use the respective
Answering a Call Call Divert Codes to activate different Call Divert options:
■ To answer the call, press SEND
‘SE, YES
‘Y , ‘O
OK or
■ Divert On Busy – 67
■ Press ‘N
NO or to end the call
■ Divert On Unreachable – 62
Rejecting a Call
■ Divert On No Reply – 61
■ Press ‘N
NO ’or to reject the call
■ Divert All Calls Unconditionally – 21

To Activate Call Divert

Press *
** * Call Divert Code *
* Transferred number ##
To De-activate Call Divert
Press ## #
# Call Divert Code #
#

Note ■ If Call Divert is activated, the activation of Call Barring

is not permitted.

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CALL DIVERT
FREQUENTLY ASKED QUESTIONS
What does each Call Divert service do?
■ Divert All Calls Unconditionally diverts all incoming
calls to another number or Voicemail.
■ Divert On Busy diverts incoming calls only when you
are engaged on the line.
■ Divert On No Reply diverts incoming calls whenever
you do not answer within 30 seconds.
■ Divert On Unreachable diverts incoming calls when
your phone is switched off or when you are out of
the network coverage area.
Can I divert calls to any number?
■ You can divert calls to any mobile, fixed and pager
number or Voicemail, except for 1800, 1900, 995,
999 and international numbers.
Can I divert calls when roaming?
■ When travelling abroad, you cannot divert calls to an
international number. However, you can divert your calls
to your Voicemail (+65 9850 1302 or +65 820 1302),
or to any Singapore mobile number (+65 9XXX XXXX),
or to any Singapore fixed number (+65 XXX XXXX).
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CALL DIVERT
Why do I see “Call Divert Activated” on my mobile
phone when I make outgoing calls even though I did
not activate this feature?
■ StarHub has pre-activated Call Divert to your Voicemail,
which allows your callers to leave messages in your
mailbox when you are unable to answer a call.
Will I be charged for diverted calls?
■ Yes, you will be charged the airtime equivalent to an
outgoing call.
If Call Divert On No Reply is activated, how long does
it take for an incoming call to be diverted?
■ About 30 seconds. This gives you a choice of answering
the call before it gets diverted. In the event that the call
is not answered, it will be diverted to your Voicemail and
you will receive a notification message (via SMS) if your
caller leaves a message for you. Also, some mobile
phone models will give a “missed call” indication while
some will provide you with the missed call number and
the time of call.
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CALL BARRING CALL BARRING

Call Barring allows you to prevent unauthorised users To Change Password

from making and receiving calls on your mobile phone. Press * * 03 * 330 *
* Old Password * New Password
This is especially useful when you are travelling abroad * New Password ##
as any unnecessary calls will cause you to incur
Note ■ The default Password is 1234. The new Password
international charges. chosen should be a four-digit number.

Call Barring can be activated or de-activated via your ■ If Call Barring is activated, the activation of Call Divert
is not permitted.
handphone menu. Alternatively, you can make use of the
following Call Barring Codes to activate different Call
FREQUENTLY ASKED QUESTIONS
Barring services:
Why doesn’t my Call Barring work?
■ Bar All Outgoing Calls – 33
■ Your Call Barring setting may be incorrect.
■ Bar All Incoming Calls – 35
■ Before you activate Call Barring for all Incoming Calls,
■ Bar All Outgoing IDD Calls – 331 make sure your Call Divert to Voicemail is cancelled,
otherwise you will still receive incoming voice calls.
■ Bar All Outgoing IDD Calls When Roaming (except to
Singapore) – 332 Can I use Call Barring even when I am roaming?
■ Yes, you can use Call Barring when roaming.
■ Bar All Incoming Calls When Roaming – 351

To Activate Call Barring Service

Press *
* Call Barring Code ** Password ##
To De-activate ONE Call Barring Service
Press ## Call Barring Code *
* Password ##
To De-activate ALL Call Barring Services
Press ## 330 ** Password ##

To Verify Call Barring Service

Press ** ## Call Barring Code ##

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CALL WAITING CALL WAITING

Call Waiting notifies you of an incoming call via a beep tone Note ■ If a waiting call is not answered in 30 seconds,
it will be diverted to your Voicemail.
while you are engaged on the line. This gives you a choice
to answer or ignore the second call. By putting the active ■ If Divert All Calls Unconditionally has been

call on hold, you can answer the second call and even activated, it takes precedence over Call Waiting.

switch between the calls. In the event that the second call ■ If Bar All Incoming Calls has been activated,
is not answered, it will be diverted automatically to your it takes precedence over Call Waiting.

Voicemail (by default) or the number you have diverted ■ If Bar All Incoming Calls When Roaming has
your calls to. been activated, it takes precedence over Call Waiting.

Call Waiting can be activated or de-activated via your

handphone menu. Alternatively, you can activate,
de-activate or verify Call Waiting simply by following
these steps:

To Activate Call Waiting

Press ** 43 ##

To De-activate Call Waiting

Press # 43 ##

To Verify Call Waiting

Press ** ## 43 ##

To Put Current Call On Hold and Accept Waiting Call

Press 2

To Switch Between Two Calls

Press

To End Current Call and Connect Waiting Call

Press 1

To Reject Waiting Call

Press 0

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CALL HOLD CALLER NUMBER DISPLAY

Call Hold allows you to put an active call on hold. This gives Caller Number Display shows you the caller’s phone number
you the opportunity to take a waiting call, speak privately on the screen of your mobile phone so you can choose to
to someone or initiate another call. You can even switch answer, reject or ignore the call. This gives you the ability
between two calls or combine both active and held calls to address your callers appropriately before answering, avoid
to establish a conference call. responding to nuisance calls and return missed calls, as your
callers’ phone numbers will be retained in your mobile
You can put an active call on hold, take a new call or switch
phone memory.
between the calls as follows:
Furthermore, when Caller Number Display is used with
Put Party 1 On Hold
Call Waiting, you can decide to hold or end the active call
Press 2
to answer the waiting call.
Switch Between Two Calls Note ■ Calls received from public payphones and overseas
Press may not have the number displayed.

To End Current Call and Connect Waiting Call

Press 1

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CALLER NUMBER DISPLAY CALLER NUMBER NON-DISPLAY

FREQUENTLY ASKED QUESTIONS Caller Number Non-Display keeps your mobile phone
I am in Singapore, why can’t I see some of the number from appearing on the called party’s telephone
incoming calls’ phone numbers? when you need confidentiality. However, you may choose
■ If your callers want to keep their phone numbers to display your mobile phone number on a per call basis.
confidential and have subscribed to Caller Number To show your mobile phone number on a per call basis
Non-Display, their phone numbers will not be displayed Step 1 Press *
* 31 ##
on your phone.
Step 2 Enter the telephone number of the party you
■ Caller Number Display will not work for most overseas calls
are calling
as the calling numbers are not sent through.
Step 3 Press
■ Most public phones have Caller Number Non-Display.

Will my mobile phone show the caller’s number if

the call is Diverted On No Reply?
■ Yes, if you have the Caller Number Display service, you
can view the caller’s phone number.

When I’m on the line with Party A, and Party B calls,

can I see Party B’s number?
■ Yes, you will see Party B’s number on your mobile phone
screen so you can choose to accept or reject the call.

If I call Party B who happens to divert his/her

calls to Party C who may further divert to other
party/parties, what number would appear on the
final party’s mobile phone?
■ Your mobile number will be displayed. This means that
the final party will know where the call originated from.

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MULTI-PARTY (6-PARTY) CALL MULTI-PARTY (6-PARTY) CALL

Multi-Party (6-Party) Call lets you converse with up to 5
other parties simultaneously, regardless of whether they
are StarHub or non-StarHub fixed or mobile service
subscribers. This gives you the convenience to hold a
social conversation or a business discussion anywhere
you want.
When talking to Party 1, you can connect other parties
to join in the conversation with the following steps:
Step 1 Put Party 1 on hold
Press 2
Step 2 Call Party 2
Enter Party 2’s telephone number
and press
Step 3 When Party 2 is connected, take Party 1
off hold, and bring Party 2 into the
Multi-Party Call Press 3
To connect subsequent parties to the Multi-Party Call,
simply repeat steps 1 to 3.
To Talk To a Particular Party Only
Press 2, select the party you want to talk to,
then press
To Disconnect One of the Parties
Press 1, select the party you want to disconnect,
then press
To Disconnect the Entire Multi-Party Call
Press
Note ■ It is important to remember the order of the persons
you have connected for Multi-Party Call, especially if
you need to talk to a particular party or disconnect
any party during the Multi-Party Call.
FREQUENTLY ASKED QUESTIONS
How many parties can I connect in a Multi-Party Call?
■ The maximum number of participants in a Multi-Party
Call is 6 (including yourself).
Can one party be a conference member of 2
different groups?
■ Yes, if you are not the initiator of the Multi-Party Call,
you can be a member of a maximum of two Multi-Party
Call groups.

Can I initiate more than 1 Multi-Party Call group?

■ No, anyone with the Multi-Party Call service can only
initiate one Multi-Party Call group.

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MULTI-PARTY (6-PARTY) CALL VOICEMAIL

Can Party A call Party B, followed by Party B calling
Party C and so on, to connect up a Multi-Party Call?
■ No, only the originating caller can initiate and add parties
to the Multi-Party Call.
What happens if I put a Multi-Party Call on hold?
■When you put a Multi-Party Call on hold, it does not affect
the Multi-Party Call in progress. The rest of the Multi-Party
Call participants are able to talk among themselves and
you will be able to make another incoming /outgoing call.
Voicemail service lets your callers leave voice messages
in your personal mailbox whenever you are unavailable to
answer your calls. You can divert incoming calls to your
personal mailbox whenever you are engaged on the line,
unable to answer a call, or when your mobile phone is
switched off. You will be notified of new messages
received on your mobile phone via SMS so that you
won’t miss any important calls.
RETRIEVING MESSAGES FROM YOUR MAILBOX

If I am now engaged in a Multi-Party Call, how do I 1. To access from a registered phone – Intelligent Login
receive another incoming call? (i.e. using your StarHub mobile phone)
■ You may follow the call sequence illustrated to receive
■ Dial 1303, then press
an incoming call while on a Multi-Party Call.
■ Enter Password (Default Password is 8888)
Receive an incoming
call when Multi-Party
Call is in progress ■ Or press ## to access another mailbox

2. To access from a non-registered phone

5 other parties have Less than 5 other
been connected parties have been (i.e. using another mobile/fixed phone or a public phone)
connected

■ Dial 1303, then press

Press to accept the
incoming call
The other 5 parties are put on
hold. Conversation continues with
the new caller, but the new caller
cannot be added to the
Multi-Party Call group
Press to accept the
incoming call ■ Enter your mailbox number (i.e. your mobile phone number)
followed by ##
The other parties are put on hold.
Conversation continues with the ■ Enter Password (Default Password is 8888)
new caller
■ Or press ## to access another mailbox

You can switch between the You can connect the new caller to Note ■ Please change the Default Password to your
Multi-Party Call group and the the existing Multi-Party Call group
new caller by pressing (one) by pressing 3 followed by one) personal Password for security reasons.

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VOICEMAIL

LEAVING MESSAGES IN ANOTHER MAILBOX

There are 2 ways to leave messages in another
mailbox:
1. To Leave Messages in Another Mailbox Directly

■ Dial 1302, then press

■ Enter the mailbox number (i.e. your called party’s

phone number) followed by ##

■ Leave your message after the tone

2. To Leave Messages After a Call Attempt

■ Call the person’s mailbox number (i.e. your called replace with ‘GSM guide fold
party’s phone number) # out (latest)
■ If the called party’s line is busy or there is no reply,
you will be put through to their mailbox.

■ Leave your message after the tone

CHANGING PASSWORD
Your Password prevents unauthorised users from
accessing your mailbox. You are advised to change the
Default Mailbox Password, as this is a common Password
used for StarHub’s Voicemail service. The Default Password
is 8888 and your new Password chosen should be a
4 –7 digit number.

In the Main Menu,

■ Press 8 for the Personal Options Menu

In the Personal Options Menu,

■ Press 2 for Password Options

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VOICEMAIL VOICEMAIL

Fold out for Voicemail Main Menu PLAYBACK MESSAGES

When you log into your mailbox, you will be informed of
the type and the number of new and old messages. For
example: “You have one new voice message and three
saved messages.”

Messages will be played back in the following order:

1. Urgent – if message is marked urgent

2. New –- a new message that has not been played

3. Saved – a message that has been played but

not deleted

You can perform the following functions during or after

the message is played:
■ To Replay this Message
Press 4 followed by 4

■ To Play the Previous Message

Press 8 followed by 0

■ To Play the Next Message

Press 2

■ To Play your New Messages Only

Press 8 followed by 1

■ To Play your Saved Messages Only

Press 8 followed by 2

■ To Play your Message in Preparation Only

Press 8 followed by 3

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VOICEMAIL

■ Press 3 to change Password ■ To Play your Messages ■ To Access your Personal Options
Press 1 Press 8
■ Enter new Password (4 – 7 digits) followed by ##
■ To Personalise your Greetings
Whenever you access the Mailbox, the Main Menu is
Press 2
played at the beginning of every session. The Main Menu
is designed to provide useful messaging options. The ■ To Record a Message
following shows a quick reference to the Main Menu options. Press 3

MAIN MENU

1 Play Menu 2 Greeting Menu 3 Record Menu 8 Personal Options Menu

2 Save Message & Play Next Message 2 1 Play Greeting 3 Record/Continue Recording 2 Password Options
3 Record a Reply 2 3 Record Greeting 4 4 Review Message 3 Modify Your Password
3 Record/Continue Voice Reply 2 5 Delete Greeting 5 Delete Message 8 3 Change Playback Mode
5 Delete Reply 3 1 Play Your Name 7 Special Delivery Options 8 4 Restrict Sending of Caller ID
7 Special Delivery Options 3 3 Record Your Name 1 Send Message as Urgent
1 Send as Urgent 3 5 Delete Your Name 2 Send Message as Confidential
2 Send as Confidential 5 Delete Special Delivery Tags
5 Delete Special Delivery Tags 9 Send Message Immediately
9 Send Reply # End Recording
4 Rewind Message
4 4 Reply Message
5 Delete Message & Play Next

* 4 Recover Deleted Message

6 Fast Forward Message
7 Re-direct Message
7 Special Delivery Options
1 Send as Urgent
2 Send as Confidential Note ■ If you need help, press **
5 Delete Special Delivery Tags
■ If you want to return to the Main Menu, press * 1.
9 Send Message
# Pause or Continue Playing Message
8 4 Play Message Summary
8 7 Activate/De-activate Time and Date Stamp
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VOICEMAIL VOICEMAIL

■ To Play your Message Summary

Press 8 followed by 4

■ To Activate/De-activate Time and Date Stamp

Press 8 followed by 7

■ To Record a Reply
Press 3

at the back of gatefold ■ To Delete this Message and Play Next

Press 5

■ To Recover Deleted Messages in this Session

Press ** followed by 4

■ To Re-direct this Message

Press 7

MESSAGE PLAYBACK OPTIONS

You can perform the following functions at any time
during message playback.

■ To Rewind the Message by ~ 6sec

Press 4

■ To Fast-forward the Message by ~ 6sec

Press 6

■ To Pause or Continue Playing Message

Press ##

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VOICEMAIL VOICEMAIL

Messages will be played in the order of:
1. FIFO (First In First Out – your oldest message will be
played first)
■ Press 5 to delete your name
For Personalised Greeting,
■ Press 2 followed by 3 to record greeting

2. LIFO (Last In First Out – your most recent message

■ Press 2 followed by 1 to play greeting
will be played first)
■ Press 2 followed by 5 to delete greeting
You can also toggle between FIFO and LIFO.

In the Main Menu, RECORD AND SEND MESSAGES

■ Press 1 You can record a reply after you have listened to a played
message and send the message to your sender immediately.
■ Press 8 followed by 9 to toggle between FIFO and LIFO
In the Main Menu,
PERSONALISING YOUR VOICEMAIL GREETING
■ Press 1 for Play Menu
There is a default System Greeting for every customer of
StarHub Voicemail, which is “You have reached mailbox In the Play Menu,
number XXX XXXX. Please leave your message after ■ To Begin Recording
the tone.” Press 3
or
■ To End Recording
You can record your name to serve as an identification
tag for your mailbox. For example: “You have reached Press ##
(Mr XXX). Please leave your message after the tone.” Options
or ■ To Continue Recording
You can record your own message as a personalised
Press 3
greeting for your mailbox.
■ To Review the Recorded Message
In the Main Menu,
Press 4 followed by 4
■ Press 2 for Greeting Menu

■ To Delete a Recorded Message

For Name Recording,
■ Press 3 followed by 3 to record your name
Press 5

■ Press 3 followed by 1 to play your name response

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VOICEMAIL VOICEMAIL

■ To Assign Special Delivery Options FREQUENTLY ASKED QUESTIONS

Press 7 How do I access my mailbox?
■ To Send the Message
■ Please dial 1303 followed by your Password if you
Press 9 then 0 twice, followed by the called party’s are calling from your registered mobile phone, or enter
telephone number and ## your mailbox number (your mobile phone number)
followed by your Password if you are calling from
CUSTOMISING YOUR MAILBOX another mobile or fixed line phone.
You can customise your mailbox with the following
What do I do if I forget my Password?
Personal Options: ■ Kindly call StarHub Customer Care at 1633 and we
In the Main Menu, will reset the Password for you.
■ To Modify Personal Options
What happens if my mailbox is full and someone
Press 8
tries to leave a message?
In the Personal Options Menu, ■ The system will play a message that informs the caller
■ To Modify Password Options that your mailbox is full and he/she is unable to
Press 2 leave any message at that time. You are advised
to delete your old messages regularly.
■ To Modify Playback Mode
Press 8 followed by 3 Can more than one person leave a message at the
same time?
■ To Restrict the Sending of Caller ID ■ Yes. More than one message can be left in your
Press 8 followed by 4 mailbox at any one time as long as it is within the
allocated number of messages.
■ If you need additional help
Press ** followed by ** If I accidentally delete a message during playback,
can I retrieve it?
■ Yes, simply press ** 4 to recover the deleted
messages before the call is completed.

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VOICEMAIL SHORT MESSAGE SERVICE (SMS)

Can I check my messages from any phone? SMS is one other way you can stay in contact. This is
■ Yes, as long as the phone has touch-tone dialling especially useful when it is inconvenient for you to make
facility. Dial 1303, enter your mailbox number (your or receive voice calls.
mobile phone number) followed by your Password.
You can send and receive text messages (up to 160
When I re-direct a message, does a copy remain in characters in length) on your mobile phone to and from
my mailbox? other StarHub and non - StarHub Mobile Service users.
■ Yes, a copy of the message will remain in your mailbox
To Send SMS Messages
till you delete it or until the retention time expires.
Step 1 Select ‘Menu’ on your mobile phone
Will I be notified whenever there is a new message
Step 2 Select ‘Messages’ or ‘Mail’
in my mailbox?
■ Yes, you will receive notification on your mobile phone Step 3 Select ‘Send New’, ‘Message Editor’ or
via SMS whenever there is a new incoming message ‘Write Messages’
in your mailbox.
Step 4 Compose your message using the mobile
I had a message in my mailbox, which is gone when phone keypad
I log in later. What happened?
■ New messages are deleted after 3 days and old Step 5 Select ‘OK’ or ‘Send’ once you have finished
messages are deleted after 2 days. composing your message

Step 6 Key in your intended recipient’s

mobile number
or
Search for your recipient’s mobile number
from your mobile phonebook

Step 7 Press ‘OK’ to send your message

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SHORT MESSAGE SERVICE (SMS) SHORT MESSAGE SERVICE (SMS)

To Read a Message To Delete3 a Message

Select ‘Yes’ or ‘OK’ to read when an alert1 is heard Step 1 Select ‘OK’ or ‘Options’ after reading the
or seen message
or
Step 2 Select ‘Delete’
Step 1 Select ‘Menu’ on your mobile phone
Step 3 Press ‘OK’ or ‘Yes’ when prompted
Step 2 Select ‘Messages’ or ‘Mail’
Note 1 Most mobile phones will give an audible alert and/or
Step 3 Select ‘Read Messages’ or ‘Inbox’ or display a visual alert that reads “Message(s)
‘Received Messages’ Received” or an envelope icon when there is a new
incoming message.
Step 4 Select the message you want to read if
there is more than 1 new message
2 Only certain mobile phone models support the
message forwarding function.
To Reply to Sender After Reading a Message 3 You are advised to delete old messages regularly.
Step 1 Select ‘OK’ or ‘Options’ after reading the Undeleted messages will remain in the SIM card.
message With a storage memory of up to 10 messages, your
SIM card cannot receive new messages when its
Step 2 Select ‘Reply’ storage memory is full.

Step 3 Compose your message using the mobile

phone keypad

Step 4 Select ‘OK’ or ‘Send’ to send the message

To Forward2 a Message
Step 1 Select ‘OK’ or ‘Options’ after reading the
message

Step 2 Select ‘Forward’

Step 3 Edit the message

Step 4 Select ‘OK’ or ‘Send’ to send the message

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SHORT MESSAGE SERVICE (SMS)
FREQUENTLY ASKED QUESTIONS
Why is it that I cannot send short messages using
the SMS?
■ Most mobile phones can receive and send short
messages. However, older phone models may not
support SMS Receive and Send. Check the user guide
of your mobile phone to see if it supports SMS
functionality (GSM Phase 2).
■ Ensure that you have the right SMS Centre Number.
Your StarHub SIM Card has been pre -programmed with
the SMS Centre Number. However, should you need
to re-enter the SMS Centre Number, simply follow
these steps:
Step 1 Select ‘Mail’, ‘Messages’ or ‘SMS’ menu on
your mobile phone
Step 2 Select ‘Message Settings’ followed by
‘Message/Service Centre’
Step 3 Enter +65 9854 0020 (SMS Centre Number)
■ If your mobile phone menu displays “Message Failed” or
“Message cannot be sent”, please check that you are
within the network coverage of StarHub’s Mobile Service.
■ If you are sending messages to non-StarHub customers
and these messages are not delivered even though it
shows “Message Sent”, it could be possible that the other
operator’s network is facing some technical problems.
32
SHORT MESSAGE SERVICE (SMS)
■ Currently, you can only send short messages to
customers within the local operators’ mobile service
networks (ie. StarHub, M1 and SingTel mobile networks)
and not to customers of foreign networks. If you
attempt to send short messages to mobile phone
users of foreign networks, your message will not be
sent even though you see “Message Sent” on your
mobile phone display.
■ If your intended recipients roam out of Singapore,
your short message can only reach them if their
respective operator has roaming agreements with
the foreign operator which they are roaming with.
■ You are not able to send short messages to
any pagers.
Why can’t I receive short messages?
■ This could be that your SMS inbox is full. Most mobile
phones will display a flashing envelope icon on your
mobile phone to indicate that it is full. You are advised
to delete old messages if they are not needed.
■ Ensure that you are within the network coverage of
StarHub Mobile Service. If you are expecting a
message from a local non-StarHub customer and did
not receive the message, kindly notify the sender of
the message to inform his/her mobile operator.
■ If you are roaming out of Singapore, you can still
receive short messages from StarHub and non-StarHub
Mobile Service users if the overseas network that you
are connected to supports the SMS function.
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SHORT MESSAGE SERVICE (SMS) INTERNATIONAL ROAMING

How many short messages can I store in my StarHub
SIM Card?
■ You can store up to 10 short messages in your SIM Card.
When I roam to other countries, can I still send
short messages?
■ Yes, if you have subscribed to the roaming service,
you can send and/or receive short messages between
StarHub and non -StarHub Mobile Service users
provided the overseas network that you are connected
to supports the SMS function.
International Roaming gives you the convenience to make
and receive calls with your mobile phone when you travel
overseas. You’ll be able to stay in touch with friends and
loved ones whenever you travel to countries where
StarHub has roaming agreements.
To Make Local Outgoing Calls When Roaming
■ Dial the local telephone number, followed by
To Make International Outgoing Calls When Roaming
1. To Singapore
■ Dial the International Access Code

■ Dial the Singapore Country Code (65)

■ Dial the telephone number

■ Press

2. To other countries outside of the roaming country

■ Dial the International Access Code

■ Dial the Designated Country Code

■ Dial the Area Code followed by the telephone number

■ Press

3. To another StarHub mobile customer in the

roaming country
■ Dial the International Access Code

■ Dial the Singapore Country Code (65)

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INTERNATIONAL ROAMING INTERNATIONAL ROAMING

■ Dial the telephone number Can I send and/or receive SMS while roaming?
■ Yes, SMS messages can still be sent and/or received
■ Press
as per normal provided that the overseas network that
Bar All Outgoing IDD Calls you are connected to supports the SMS function.
1. To Activate
How do I retrieve my Voicemail while roaming?
Press *
* 331 ** Password ##
■ Dial the International Access Code and the Singapore
2. To De-activate Country Code (65), followed by 9850 1303 or
Press ## 331 *
* Password ## 820 1303.

Bar All Outgoing IDD Calls (except to Singapore)
1. To Activate
Press * 332 * Password ##
2. To De-activate
Press ## 332 * Password ##
FREQUENTLY ASKED QUESTIONS
How can I ensure that I am connected to an
overseas operator when roaming?
■ When roaming, your mobile phone will display the network
that you are connected to. However, in cases where you
are not automatically connected to the overseas network,
you may do a manual selection of the overseas network
preferred on your mobile phone (see your mobile phone
user guide).
Who do I call if I encounter problems using the
International Roaming Service?
■ If you are overseas, you may call our Customer Care
Consultants at +65 820 1633.
How will I be charged for a local call when roaming?
■ You will be charged the mobile outgoing airtime rate
(and other surcharges, if applicable) of the operator in
the country you are roaming.
How will I be charged for an outgoing call made to
another StarHub customer in the roaming country?
■ You will be charged the mobile outgoing airtime rate
(and other surcharges, if applicable) plus the IDD rate
of the operator in the country you are roaming.

Why can’t I make outgoing calls even though I’ve

subscribed to the International Roaming Service?
■ The network coverage may be weak. You can try

shifting to an area where it gives you a stronger signal.

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INTERNATIONAL ROAMING STARHUB MENU

How will I be charged for an outgoing call made to
people outside the roaming country?
■ You will be charged the mobile outgoing airtime rate (and
other surcharges, if applicable) plus the IDD rate of the
operator in the country you are roaming.
How will I be charged when I receive a call
(including calls from Singapore) when roaming?
■ You will be charged the mobile incoming airtime rate of
the operator in the country that you are roaming plus the
IDD rate of StarHub.
Is Caller Number Display still available while roaming?
■ No, the Caller Number Display is available only when you
are in Singapore.
The StarHub Menu is an interactive SMS information
service designed with freedom and convenience in mind.
It lets you create and send personal details, reminders,
canned messages, access general, lifestyle and financial
information including Mobile Banking as well as quickdial
useful services, all through your mobile phone.
The StarHub Menu is specially tailored to your personal
and business needs. It lets you stay connected to some
of the more important things in life while you’re on the
move. This is creatively presented to you on your mobile
phone via the StarHub SIM Card. Simply scroll down
the menu on your mobile phone to select the service of
your choice.
You can enjoy the StarHub Menu simply by having a GSM
phase 2+ mobile phone as it is developed based on SIM
Application Tool Kit technology. We have created four
categories of services in the StarHub Menu for your
personal and business convenience.
StarHub Menu Overview
StarHub
PERSONAL INFORMATION FINANCIAL QUICKDIAL
SERVICES SERVICES SERVICES SERVICES

My Contact ➬ Roaming ➬ OUB ➬ StarHub1633 ☎

Canned Msg ➬ COE ➬ Currency ➬ Bill Enquiry ☎
Reminder ➬ Flight ➬ Stocks ➬ StarHub Bulletin ☎
Food ➬ Car Tow ☎
Lottery ➬ Electrician ☎
News Hdlines ➬ Plumber ☎
Movies ➬ Locksmith ☎
SSO Concert ➬ Taxi ☎
Traffic ➬
Weather ➬
☎ : Represents calls forwarded to another number. Normal voice airtime applies, with the
exception of StarHub 1633 and Bill Enquiry.
➬ : Represents more steps that follow.

Disclaimer: The StarHub Menu Services are provided on an “as is” and “as available” basis and
you agree and accept that you use the services or rely on any information obtained
through the services at your sole risk.

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STARHUB MENU STARHUB MENU

PERSONAL SERVICES My Contact allows you to pre-store your contact details

This menu offers a personal touch to your mobile
usage. It is a specially tailored menu for you to
create/send contact details and canned messages
to other mobile users, or reminder messages on your
mobile phone to remind yourself of important meetings
and special occasions.
such as name, company name, telephone number, fax
number, and e-mail address into your StarHub SIM Card,
just like a business card. You can view/edit the contents
that you have pre-stored in whichever way you want, or
send your contact details as an SMS message to other
mobile phone users.

Personal My Contact

Create
Edit/View Update into SIM
My Contact Send
Name
My Contact (1-24 chars)

Canned Message Name

<Name> (1-24 chars)
Name Company
Reminder Company (0-24 chars)
Company
Address <Company> (0-24 chars)
Reminder Tel Address line1
(0-24 chars)
Canned Message Fax Address line2
Address line1 (0-24 chars)
(0-24 chars)
E-mail <Address> Address line2
*Send SMS (0-24 chars)
Tel
(0-8 digits)

Back to StaHub Tel

<Tel> (8 digits)

Fax
(0-7 digits)
Fax
<Fax> (7 digits)

E-mail
(0-24 chars)
E-mail
<E-mail> (0-24 chars)

Update into SIM

Back to Personal

* In the ‘Send SMS’ menu, you will be prompted to key in the

destination address [Destination #]. This refers to the mobile
number of the receiving party.

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STARHUB MENU STARHUB MENU

Canned Messages are pre-defined short messages that Reminder lets you create short messages that will be
are stored in your StarHub SIM Card to make sending sent back to your mobile number at a specific date and
some common SMS messages hassle-free. You can time, to remind you of appointments so you won’t miss
even customise your message by appending additional any important meetings or special occasions.
message details to the pre-stored messages. The five
commonly used short messages that are pre-stored in Reminder
your SIM Card include:
➣ Call Me at <Mobile> or <Other No.>
➣ Meet Me at <Date>, <Time> and <Venue> Message
(1-100 chars)
➣ Call You Later <Append message if any>
➣ How Are You <Append message if any>
➣ Take Care <Append message if any>
Send DDMMYYYY
(8 digits)
Canned
Message

Call Me
Meet Me Send HHMM
Call You Later (4 digits)
How Are You
Date DDMMYYYY
Take Care (8 digits)

Send SMS
No. Append Msg
Mobile (8 digits) (0-24 chars) Time HHMM
Other No. (4 digits)

Back to Personal
Send SMS
Venue
(1-24 chars)

Back to Personal Note ■ The ‘requested send date’ must be within 60 days
from the ‘reminder send date’.
■ ■ The ‘Date’ and ‘Time’ (24-hr) format has to be
Note In the ‘Send SMS’ menu, you will be prompted to key
in the destination address [Destination #]. This refers entered in the same format as specified above.
to the mobile number of the receiving party. ■ An acknowledgement will be sent to you to indicate
■ The ‘Date’ and ‘Time’ (24-hr) format has to be an acceptance or rejection.
entered in the same format as specified above.

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STARHUB MENU STARHUB MENU

INFORMATION SERVICES Roaming menu allows you to check StarHub’s roaming

A list of information services has been designed for you list on a per country basis. If the country you enquire
to access the information you need when you’re on the about is found in StarHub’s roaming list, you will receive
move. All you need to do is to scroll through the menu a reply detailing the network operator name, rates and
and select the desired option of your choice. You will customer care numbers.
then receive a short message reply for the query sent.
The 10 useful information categories offered are Roaming
Roaming, COE, Flight Info, Food, Lottery, News Headlines,
Movies, SSO Concert, Traffic and Weather.
Country
Name
(1-24 chars)
Information
Service

Roaming
COE Send SMS
Flight Info*
Food
Lottery
News Hdlines Back to
Movies Info Services
SSO Concert
Traffic
Weather

Note ■ The country name enquired has to be a valid country

name specified under StarHub’s roaming list to get
Flight Info*

a response.
Roaming

Weather

Concert

Hdlines
Lottery

Movies
Traffic

News
Food
COE

SSO

* The Flight Information menu will only be available at a later date.

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STARHUB MENU STARHUB MENU

COE (Certificate of Entitlement) menu allows you to
request for information on current COE prices for all vehicle
types. This information is brought to you by Land Transport
Authority (LTA) and will be updated on a monthly basis.
COE
Send SMS
Food menu delivers eatery outlet information based
on the specified location, food type (Chinese, Western,
Malay and Indian) and eatery type (Hawker and Restaurant).
The short message reply sent to you will detail the
stall/restaurant name, address and opening hours if
available. This information is brought to you by MPH
Magazines (S) Pte Ltd and will be updated once every
two years.
Food

Back to
Info Services Hawker
Restaurant

Flight menu lets you request for flight arrival and

departure information in Singapore.
Ang Mo Kio
■ City Hall
Note: This service will only be available at a later date.
Marina
We’ll inform you once the service is available. Orchard
Raffles Place
Flight Info Toa Payoh
Others

Arrival
Departure
Location
(1-24 chars) Chinese
Indian
Japanese
All Flights
By Flight No. Malay
By City
Western
Others

City Flight No.

(1-24 chars) (1-24 chars)

Food
Send SMS (1-24 chars)

Send SMS
Back to
Info Services

Back to
Info Services

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STARHUB MENU STARHUB MENU

Lottery menu lets you request the latest results of 4D,
4D-Sweep, Toto, Singapore Sweep (Big Sweep) and Quick
Pick on 4D & Toto. You can even do a number match
on the Singapore Sweep numbers to find out if you are
the lucky winner. This information is brought to you by
Singapore Turf Club & Singapore Pools Pte Ltd and will
Movies menu lets you check cinema and movie
information for the current day based on a specific
cinema or movie title. This information is brought to you
by InText Pte Ltd and will be updated on a weekly basis.
Movies

be updated whenever the information is available.

Lottery
Cinema List
Movies Name

4D
4D Sweep Bishan Jtn8
S’pore Sweep
Bugis
Toto
Cathay

Number Match Quick Pick

Lido
Result Result
Marina Name
(1-24 chars)
Orchard
PictureHouse
Enter No.
(1-7 digits)
Plaza S’pura
Yishun 10
Send SMS
Others

Back to Cinema
Info Services (1-24 chars)

News Headlines menu gives you the latest news

headlines. This information is brought to you by InText Send SMS

Pte Ltd and will be updated in real time.

News Back to
Hdlines Info Services

Send SMS

Back to
Info Services

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STARHUB MENU STARHUB MENU

SSO Concert menu brings you details of concerts from Traffic menu allows you to request for traffic conditions
the Singapore Symphony Orchestra (SSO) based on a and ERP rates based on the vehicle type, expressway and
specific date or month. This information is brought to you time zone. This information is brought to you by Land
by InText Pte Ltd and will be updated on a monthly basis. Transport Authority (LTA) and will be updated in real time.

SSO Concert Traffic

Passenger Car
Hv Gds Veh
Lt Gds Veh
Road Status
Date ERP Motorcycle
Month Taxi

Date DDMMYYYY Month MMYYYY CTE

(8 digits) (6 digits) ECP
PIE
RZone
Others
Send SMS

Location
(1-24 chars)

Back to 00:00-09:30
Info Services
09:30-17:30
17:30-24:00

Send SMS

Back to
Info Services

Note ■ For ERP rates, you may receive up to 7 SMS reply

messages.

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STARHUB MENU STARHUB MENU

Weather menu lets you check the daily weather FINANCIAL SERVICES
conditions in Singapore and Asia Pacific (by city name). This menu delivers up-to-date financial information to keep
This information is brought to you by Meteorological you well-informed of financial movements so you can make
Services Singapore and will be updated on a daily basis. intelligent and timely decisions on personal investments.
This service also comprises OUB Mobile Banking, a service
Weather especially useful for busy individuals who need to access
personal banking details to make mobile banking
transactions while on the move. You can also receive
Singapore indicative exchange rates and stock information from
Regional
the Financial menu. For stock information, simply key in
the first few letters of the stock’s name.
Bangkok
Beijing
Financial
Jakarta
Kuala Lumpur
Manila OUB
Currency
Others Stocks

City
(1-24 chars) Stocks OUB
Currency

Note ■ For a full list of stock indices, please refer to the

Send SMS
Singapore Stock Exchange website.

Back to
Info Services

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STARHUB MENU STARHUB MENU

OUB Mobile Banking allows customers of both StarHub
and OUB to perform banking transactions on the mobile
phone. To enjoy this service, simply register with OUB via
SMS on the StarHub Menu. OUB will send you the user
guide and details upon successful registration. The
services available from OUB Mobile Banking include:
Currency menu allows you to find out the indicative
currency conversion rates for a specific country based
on the currency code and dollar value. This information
is brought to you by InText Pte Ltd and will be updated
every 30 minutes.
Currency

1. Account Enquiry
Buy
Sell
2. Bill Payment Sell Buy

3. Funds Transfer
SGD
4. Cheque Enquiry EUR
IDR

5. FlexiGIRO Services HKD

JPY
MYR
For more details, please refer to OUB’s Mobile Banking collateral. THB
USD
Currency Code
Others (1-3 chars)
Note ■ To register for OUB Mobile Banking service, you
must have OUB Phone Banking service.
Amt
(1-5 digits)

Against

SGD
EUR
IDR
HKD
JPY
MYR
THB
Currency Code
USD (1-3 chars)

Others

Back to
Financial Send SMS

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STARHUB MENU STARHUB MENU

Stocks menu lets you request the latest stock-related QUICKDIAL SERVICES
information such as: This menu gives you instant connection to some useful
services through your SIM Card. This can be especially
■ Local stock prices (listed on The Stock Exchange of
useful in times of urgency as you need not remember the
Singapore)
telephone numbers. The QuickDial menu comprises a list
■ Top three volume traded, Top three losers, Top three
of service numbers embedded in your StarHub SIM Card.
gainers
Simply scroll through the QuickDial menu, select the
■ Local and Regional Indices such as KLSE, Hang Seng,
service and make the call.
Nikkei, etc.
StarHub 1633 dials out to StarHub Customer Care Centre
This information is brought to you by InText Pte Ltd and
when you want to make enquiries on StarHub services or
will be updated every 20 to 30 minutes.
request assistance from our Customer Care Consultants.
Stocks
Bill Enquiry dials out to StarHub’s Customer Care
Interactive Voice Response (IVR) system where you can
Stock Name
enquire about your StarHub bill.
Stock Indices
Top 3 Gainers
Top 3 Losers STI StarHub Bulletin gives you access to 3 new media
SESDAQ
Top 3 Vol channels and the latest StarHub promotions.
HANG SENG
NIKKEI
KLSE Car Tow menu dials out to a list of car tow agencies’
NASDAQ numbers.
Others

Electrician menu dials out to a list of electricians’ numbers.

Names
(1-20 chars)
Locksmith menu dials out to a list of locksmiths’ numbers.
Indices
(1-5 chars)

Plumber menu dials out to a list of plumbers’ numbers.

Send SMS

Taxi menu dials out to a list of taxi operators’ numbers

Back to
such as Comfort, CityCab and TIBS.
Financial

Note ■ All stock names must be entered with a valid stock

name of up to 20 characters.

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STARHUB MENU
Note ■ The list of phone numbers to be dialled out will be in a
random order.
■ Standard mobile local airtime charges apply to
QuickDial service, with the exception of StarHub 1633
and Bill Enquiry.
■ QuickDial service will not be available while roaming.
FREQUENTLY ASKED QUESTIONS
How do I know that a reply to my query is received?
You’ll receive an SMS message alert on your mobile
phone for every StarHub Menu reply. The sender’s
address will be 88880.
Can I send Canned Messages or My Contact details
to non-StarHub Mobile users?
Yes, you’ll be able to send Canned Messages or My
Contact details to non-StarHub Mobile Service users.
Why do I need a GSM Phase 2+ phone to enjoy the
StarHub Menu?
This is because the StarHub Menu is developed using the
SIM Application Tool Kit technology based on the latest
GSM phase 2+ standard.
Are these mobile phones readily available and are
they more expensive?
These mobile phones are very affordable and are readily
available in the market. In fact, all new mobile phone
models manufactured from the leading mobile phone
vendors are Phase 2+ compliant.
58
STARHUB MENU
On average, how long does it take to receive a
reply for each query?
It will only take a short while to receive a reply. However,
the response may be delayed if you are out of the mobile
network coverage area.
Why are there times that I don’t get a reply for a
valid request?
Your SIM Card memory may have been filled with the
maximum number of 10 SMS. We advise that you
regularly delete your SMS messages after you have
read them.
Will I be charged for creating “My Contact” details
in my SIM Card?
You will not be charged for creating, editing or viewing My
Contact details. You will only be charged when you send
“My Contact” details to other mobile users.
Will StarHub Menu prompt me if I key in the
wrong inputs?
StarHub Menu does not prompt you for wrong inputs
immediately. However, it will send an error reply back to
you for any wrong entry. There is built-in intelligence to
predict your entry. We advise that you follow the StarHub
menu input guidelines carefully.
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MOBILE DATA AND MOBILE FAX MOBILE DATA AND MOBILE FAX

Mobile Data and Mobile Fax offer you the convenience When you subscribe to Mobile Data and Mobile Fax
of sending and receiving data and faxes on the move. service, you will be given an 8-digit number for each
You will be able to access the Internet, your e-mail account service. With these numbers, your callers can send data
and your company databases for timely information and faxes to you by dialling your 8-digit Mobile Data or
anywhere in Singapore and even overseas*, where Mobile Fax numbers. There is absolutely no need for
StarHub has roaming agreements. With increased mobility, you to get a new SIM Card.
Mobile Data and Mobile Fax give you the power of mobile
Your mobile phone can be connected to a portable
computing to stay in touch any way you want to.
computing device via any of the following equipment
You can send and receive faxes and data over the set-ups to enjoy the Mobile Fax and Mobile Data service:
StarHub mobile network simply by connecting your mobile
Setup 1. Using PCMCIA Card and Cable
phone to a mobile computer, e.g. a laptop, palmtop or
Personal Digital Assistant (PDA). You will enjoy the
experience of mobile computing and benefit from the
increased connectivity we bring you.

* The overseas network provider must support Mobile Data and

Mobile Fax.

Figure 2.0: Mobile phone connected to a laptop via PCMCIA card.

StarHub
Mobile
Network

Fi 1 0

Figure 1.0: Send and Receive Data and Fax.

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MOBILE DATA AND MOBILE FAX MOBILE DATA AND MOBILE FAX

Setup 2. Using RS232 Serial Port Setup 4. Using Card Phone

Figure 5.0: A palmtop with a Card Phone.

Other set-up requirements include:

1. StarHub SIM Card with Mobile Data and Mobile Fax
subscription

Figure 3.0: Mobile phone connected to a laptop
via RS232 serial port.
Setup 3. Using Infra-red Enabled Phone
2. A laptop, palmtop or Personal Digital Assistant (PDA)
installed with modem software that comes with the
equipment
3. Communications Software – to carry out the data
communications function

Eg. Windows Terminal, Procomm Plus and Telix for

Windows, Ericsson Mobile Communications and
Nokia MobiLine.

Note ■ This is a basic requirement to set up Mobile Data.

4. Fax Software – to carry out fax communication

functions (send/receive fax)
Figure 4.0: Mobile phone linked to a laptop via infra-red.

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MOBILE DATA AND MOBILE FAX MOBILE DATA AND MOBILE FAX

■ Fax software is usually supplied by major computer Mobile Data

companies e.g. Microsoft Fax, Lotus and Symantec. To Send and Receive E-mail
Step 1 All equipment must be set up and switched on.
Note ■ This is a basic requirement to set up Mobile Fax.
Step 2 Start the e-mail application on your computer.
Mobile Fax
To Send a Fax Step 3 Type in your e-mail messages offline.
Step 1 All equipment must be set up and switched on.
Step 4 Once your message is completed, select the
Step 2 Follow the instructions supplied with the fax
dial up facility in the e-mail programme to
software to prepare your fax.
connect to the remote e-mail server/mailbox.
Step 3 Once the fax is completed, select the ‘Send’
Step 5 Select Send or Receive option to deliver or
option to send the fax.
receive your e-mail.
Note ■ You may send faxes to local or international,
analogue or digital fax numbers. StarHub IDD To Browse the Internet
charges and Mobile Fax local airtime charges apply Step 1 All equipment must be set up and switched on.
when you send international faxes.
Step 2 Dial up to your Internet Service Provider (ISP)
To Receive a Fax the way you normally do on your home/office PC.
Step 1 All equipment must be set up and switched on. Note ■ Your computer must be installed with an
Internet Browser.
Step 2 Ensure that the fax software application is
■ You need to have an Internet account registered
running and ready to receive a fax.
with an ISP.
Step 3 Your portable computer or computing device
will receive the incoming fax once it has
completed the necessary checks with the
sender’s fax.

Note ■ You may receive faxes from local or international,

analogue or digital fax numbers. StarHub Mobile Fax
local airtime charges apply when you receive local or
international faxes.

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MOBILE DATA AND MOBILE FAX GENERAL FAQ

To Access Company LAN Why is it that there are times when my call is cut off
Step 1 All equipment must be set up and switched on. during a conversation?
■ Your mobile phone battery may be weak.
Step 2 Dial up to your company LAN as you would on
your home/office PC. ■ Your mobile phone (i.e. antenna) may be faulty.

Note ■ The software to access these services may require ■ The area you are in may have poor reception. Check
special configuration. You may like to contact your
the signal strength on your phone display. If it is low,
company IT Helpdesk or your computer supplier for
move to an area of good signal strength and try again.
detailed configuration. Software programmes such
as “PC Anywhere” from Symantec and “Windows
■ Calls may drop if you are travelling on the road at
Dial-up Networking” will allow you to access your
e-mail account and company databases remotely. very high speed due to call handover between
base stations.
For more information about Mobile Data and Mobile Fax
set-up, visit the StarHub website at www.starhub.com.sg ■ Reception may be poor if you are inside a building or
in an enclosed area, such as a lift. Try moving nearer
FREQUENTLY ASKED QUESTIONS
to the windows or to an open area to make your call.
Can I make voice calls when accessing the Internet
using Mobile Data or Mobile Fax?
■ The called party may be experiencing some problems
No, the data or fax call will be disconnected if you with his/her mobile phone, such as no network
attempt to make/receive a voice call. coverage or he/she may be using a Pre-paid SIM Card
which has no stored value left.
Can I send/receive data or fax when I am roaming?
Yes, provided the overseas operator’s network that you
are roaming on supports data and fax.

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GENERAL FAQ GENERAL FAQ

Why is it there are times when I can’t make a call?
■ Your mobile phone battery may be weak.
■ Your mobile phone (i.e. antenna) may be faulty.
■ The area you are in may have poor reception.
Check the signal strength on your phone display.
If it is low, move to an area of good signal strength
and try again.
■ Reception may also be poor if you are inside a building
or in an enclosed area. Try moving nearer to the
windows or to an open area to make your call.
■ The called party may have barred all incoming calls.
Please check with the called party.
Note ■ If the problem persists, please provide us with the
called number, exact location and date/time. We will
forward the information to our technical team for
investigation.
What can I do if my mobile phone does not go to
“standby” mode after a call?
■ Try pressing the ‘C’/ ‘OFF’ button. If it doesn’t work,
switch off the phone. Check if the SIM Card and
battery are installed correctly and switch it on again.
Why doesn’t my mobile phone respond to key pushes?
■ The keypad may be locked. To unlock, check the
phone manual or follow the instructions shown on
the mobile phone display.
Why can’t I make calls in the lift?
■ The lift is an enclosed area and may not have
network coverage.
How extensive is StarHub’s indoor coverage?
■ StarHub has coverage in most of the public
access buildings e.g. major shopping centres
and commercial buildings.

Why doesn’t my mobile phone ring when a call

comes in?
■ The ring tone may have been switched off.

■ The phone may be on silent/vibration mode.

■ Your Call Divert may be activated. The call may have

been diverted to another number.

■ If the problem persists, please check with your

mobile phone vendor.

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GENERAL FAQ
Why can’t I make a call when my phone shows full
signal strength?
■ Your mobile phone battery may be weak.
■ Your mobile phone (i.e. antenna) may be faulty.
■ If it happens only when you call certain numbers, the
called party may have barred all his/her incoming calls.
What should I do if I encounter poor voice quality?
■ Check the signal strength on your phone display. If it
is low, move to an area of good signal strength and
try again.
■ The called party may be experiencing some problems
with his/her mobile phone, such as no network
coverage or he/she may be using a Pre-paid SIM Card
which has no stored value left.
■ Reception may also be poor if you are inside a building
or an enclosed area, such as a lift. Try moving nearer
to the windows or to an open area to make your call.
70
GENERAL FAQ
With Enhanced Full Rate (EFR) on your network,
shouldn’t I enjoy better quality?
■ You will not be able to enjoy the high EFR voice quality
if your mobile phone does not support EFR. Please
check your mobile phone manual.
What is ‘Number Busy’?
■ The called party is engaged on the line.
What is ‘Check SIM Card’/ ‘Insert SIM Card’?
■ Your SIM Card may not have been inserted or securely
fastened in the SIM Card slot of the mobile phone.
For details on how to insert the SIM Card, please check
the mobile phone manual or check with your mobile
phone vendor.
Why am I hearing the following announcements?
“StarHub is unable to get a response from our customer’s
mobile phone. Please try again later.”
■ The called party may have switched off the mobile phone.
■ The called party may have removed the mobile
phone battery.
■ The called party may be out of the network
coverage area.
“The number you have dialled is invalid.”
■ Check the number that you have dialled. It could be an
invalid/unknown number.
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GENERAL FAQ

“The StarHub number you have dialled is presently not

in service.”
■ The number could have been temporarily disconnected

from service.

“Sorry, the StarHub number you have dialled is no longer

in service.”
■ The number has been disconnected from service.

Why can’t I store phone numbers?

■ If you have stored more than 120 phone numbers in the
SIM Card, your SIM Card memory will be full and you
may have to store the number into the phone memory
if your mobile phone provides this function. For details,
please check your mobile phone manual.

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StarHub Shops

StarHub Centre
51 Cuppage Road
#01- 01/03

OUB Centre
1 Raffles Place
#B1- 02

STARMOB21026/03/01
Tampines Mall
4 Tampines Central 5
#B1-10

For enquiries, please call StarHub Customer Care at 1633

www.starhub.com.sg