M1 Limited Reviews 166

Wow, I just got off the most bizarre phone call with M1's customer service. It's really difficult to give a dying business a hand when they can't even take customer complaints seriously.

So back in 2023, I activated my M1 data passport when I was back in the United Kingdom for holiday. But I was unable to maximise the usage of the network service due to the poor network connectivity during the entirety of my trip. When I came back to Singapore, I filed a formal complaint at the M1 shop when it was still located at Peranakan Place, just opposite of Orchard Gateway, with one of the sales representatives there at that time, where it was recommended that I had my network fully upgraded to 5G (bear in mind, data passport only allows you to use up to 4G networks, and in the United Kingdom, M1's partner network is Vodafone UK). Still, out of graciousness, and having been a long-term customer of the telecommunications company since my secondary school days, I upgraded my network, clinging on to a belief that M1 would start working on building/upgrading their partner networks.

Fast forward to this year, I had activated my M1 data passport, once again back in the United Kingdom, only to experience the same network failure YET AGAIN! Now, I could spend my entire trip, making a fuss, with incompetent M1 customer service, or I could make the trip more pleasant for my family by suppressing my anger and getting a local SIM card and utilising the data network. And so, I did. I purchased a SIM card from EE, whom I found out, is a partner network of Singtel in the United Kingdom, coincidentally.
Upon my return from the United Kingdom, I proceeded to make a phone call to M1's customer service earlier this afternoon, where I took the time to explain to them my displeasure of having yet another episode of poor network connection during my month-long trip. The conversation as follows,

CS Rep: "Sir, we are unable to do anything right now as you are back in Singapore and there are no issues with your connection. However, if you do experience it again please let us know at that point of time so that we can resolve it."

Me: "Would that be all that you can do then? I take it that after being a long-term customer, surely your team will be able to come up with some form of compensation for yet another failure, let's add that it's a REPEATED failure. Or would you rather I took a flight back to the United Kingdom so that I can PROVE to you that I couldn't get a network connection and I couldn't even call out?"

CS Rep: "Sir, I was not implying that. All I'm saying is that the next time it happens to get back to us immediately so that we can help to resolve it on the spot."

Me: "I COULDN'T EVEN CALL OUT WHEN I WAS THERE. Which part of that did you not understand? And to simplify it for you, unhappy customer, filing a repeated complaint, and you mean to tell me that you are unable to compensate a very unahappy customer who, by the way, will be refusing to pay for the upcoming bill because it makes no sense when he did not even get to enjoy the service at all, and you are demonstrating how utterly useless M1 is that I had to rely on EE, who is a partner of Singtel, in the United Kingdom. Are you implying that I should turn towards your competitors for better network solutions?"

CS Rep: "... Sir, I won't be able to stop you from doing so..."

Me: "Ok, sure, thanks for confirming with me that I shouldn't have placed such high hopes on your company since last year. And thanks, for confirming with me that M1 is willing to let its loyal and faithful customers walk over to their competitors without even fighting for us, when we have always fought for the company by believeing in your brand. Thanks for making customers like us feel stupid."

CS Rep: "Thanks for your time and continuous support all these time."

Still at a loss for words with, by far, my greatest disappointment in a local brand, M1, and to think I still gave you lot a chance to redeem yourselves. What a waste of time and money...

Extremely bad customer service that cant even help with app login. I’m extremely surprised by them. I have 1 issue with my app and, everyday a diff person reply me 1 msg and then disappears when i reply explaining that isn't the issue im facing… then no reply and this repeats over and over. This is worst than talking to the wall.

This is the very last time i will be their customer for sure

Been calling them for a new sign up broadband, appointment having problem. Calling them for 5 time problem cannot be solve, promise to call back everytime but waited and waited no call back. Most frustrated part is calling them need to waste alot of time waiting, problem is they can't solve problem. Call them the last time(5) asking them why alway give empty promise their answer was tried to call but cannot get through, sound very funny my phone is working fine others can call in only when comes to M1 they can't get through. Asking them to cancel my order, they say I have receive the contract so cannot cancel but what the hell is I never get anything from them. Find it really very bad service for problem solving, keep telling me check with the backend but after few day still asking me the same thing which i think they are not logging the problem to their system that why they keep asking the same question. DISAPPOINTED

I was attended by a staff by the name of Kelvin or Kevin Wong knowledgeable and helpful with the product analysis. I am also pleased with after service support with another staff from Shen in updating my old phone details to the new phone in an hour. Thank you both

Call the service centre since May 19, 2024 and each call I made waited for at least 30 min to get thro the customer service officer, but since then the issue has not been resolved and the technical issue was mainly due to their system glitch and never get a call back from them to update the issue.
Worst Telco in sg

Hi Shyh Yii (Zoe) Bong,
Thank you so much for your help and good advice. You are polite, friendly and so professional to the customer. I am very satisfied your service. I'm using m1 mobile for 23 years and so far this time is the best service I have ever experienced while I recontact my mobile and advice to trade in my old mobile. Thank you so much Zoe, you are the Best. (M1 Tampines Mall)

Ms Tan Jia Ping, M1 IMM knows her work and from her experiences, she provides quality advice and matches us with the ideal plans efficiently and effectively. Thank you

Damn lousy telco!!!! Dont sign from them. Ridiculous. No service. When you got problem you can never reach to them. Call for hours never ans. Online chat, ask u wait untill your turn they end up the conversation. Facebook messenger username doesnt exist. Wth is this service.

Darryl Tai - assisted me with great patience and even propose costs saving plan for the numbers i use for my ipad and Samsung tablet. This is customer service care especially for the elderly who is unaware of all these. Thank you Darryl and appreciated.

Bad internet connection and the sales rep tend to misinformed you and with a little misselling going on that M1 don't even bother.

I was at Tampines mall’s M1 and served by their staff Jessie.
She is very friendly, very patient in explaining the individual plans .

M1 mobile service provider - Their system had a technical glitch which resulted in suspension of services for weeks as they lost our credit card data details and we did not know it for so long and kept testing the SIM card and phone by every other means. They refused to acknowledge the glitch, had to audacity to insist payment and keep insisting they sent a notification and kept deflecting on our question to ask if this was a technical issue. We DID NOT receive a notification. How can the notification of the issue be sent in March when the technical issue already took place in January? They are damn DISHONEST and this is coming from a customer who stood by them for 25 years through thick and thin for a 1/4 of a century. Very very very dishonest.

Only when we hammered them on the phone and insisted they answer the hard question did they come out with a resolution, and again still not admitting to anything at all. Disgustingly dishonest.

Visited the outlet at Causeway Point yesterday and was served by a young man named Kai Xian. He was very polite and patiently cleared out doubts and assisted with all our requirements.
Thank you Kai and keep up the good work

Johnny Huang was super professional and helpful. Not only did he do a great job with re-contracting, explaining all the details and how to cancel add-ons that I may not use, he also helped me exchange my old damaged phone enrolled with fonecare. I am super satisfied. He is the epitome of service excellence. Please commend him for me. Thank you.

Wish I could give 0 star. Cheaters charge much higher than what they say and poor customer service

Very bad experience, contact the customer service, AI bot was there to great you first, need to speak English to tell the AI the issue before letting you to communicate with the customer service. Waited for 15 mins that is not the worse part.
When it come to speaking with the customer service, they insist to talk to my father (which is the account holder). Explained to the customer service that my dad is not with me and he task me to follow up on the issue and solved it as my broadband caused my whole house tripped yesterday and is a emergency.

I asked the customer service what information they need? as I have my father private information details.
they still do not let my proceed, insist of speaking to him.

Repeatedly, I told them whatever information they need I have and is a emergency, he is not with me and tasked to settle the issue as my father English proficiency not that high to understand. Hence, unable to contact the customer service.

So I asked the customer service what they can do to help me as this is a emergency that causes my house to tripped, father not able to contact them and he is away from me.

Not only they didn't think of a solution, they just readvised me again to contact them once my father is with me.

Personally, I think something need to be done, other than just being so rigid to the rules.
What if parents is both overseas/hospitalize, unable to understand the context of AI due to poor English knowledge and is a emergency to settle it ASAP?

Progressively on the decline especially the customer service support. Been a customer for more than 10 years. Seems they totally couldn’t be bothered anymore when it comes to customer management. Mindy chat was a total disaster time waster. Got disconnected several times and then when I had enough of it, called 1627, spoke to a lady officer who talks like Mindy and not empathetic (0%) when I made a request. Best, did not call back as promised. I PROBABLY make less than 5 calls to 1627 throughout the 10 over years and I can say, I’m done with them when my contract is up. Really such a disappointment.

Bespoke Sim only plan + 12month Fone care lite
Its a very reasonable option of about 16dollar per month plan. For me i got a $19 one for additional 12month of foncare lite promo which lets me swap/replace phone when needed.
The registering phone process for fone care lite is quite slow. Because we need to wait for direct link from M1. I waited 1month which got me very frustrated because they dont explain any of that.
On a bright side, I want to compliment M1 agent (Hidaya) because she has been on the case and following up through the whole swap process. I appreciate that she gave me calls for each steps because I don't want to be explaining the whole situation over and over.
Overall, altho it took more than a month and I really think there should be a separate webpage available for Fonecare lite, agent Hidaya made it more bearable.

Hotline service is the worst. Make you go through all the answering and when it come to your turn, there is no one at the other end of the line. Happened to me twice over the last 2 months. There are so many others i can list.

I will NOT be intimidated by you or your monkeys at Pinnacle. Until you present me with an invoice and contract, don't expect even a cent from me.