M1 Limited Reviews 166

In the terminal 1 arrivals M1 stand at Changi Airport, we were convinced to get 2 of the 50$ SIM cards - the most expensive ones - because we were traveling to Indonesia as well. Well, the extremely expensive SIM cards worked for 4 days in Singapore. They didn't work when we travelled to Bali, and they continue not to work after we're back in Singapore.

Now we've realised in their site they offer way cheaper pre-paid SIM cards. Their sales assistant said they didn't have any other options.

This is outrageous and a scam. Customer Service is of no help so far

M1 service is getting from bad to worse that force me to pop over to other provider. Since March 2023, I had already end my contract with M1, but they continue to charge me from Apr - Jul 2023 to my credit card. though they mentioned they will automatic cancel the GIRO once the account is closed! The outstanding that they owe me is $500+/-. Since July 2023, the cust svc said REFUND by CHEQUE in 6 weeks, no news again!!! Sep 2023 - I had to call again and now they say the same thing. Wait for another 6 weeks. TAKE MONEY THEY KNOW HOW TO CHASE, REFUND THEY TAKE THEIR OWN SWEET TIME!

Cust Svc sucks. The call centre agents either don’t have the correct information or the coordination with M1 physical shop staff is totally off. M1 Shop agents are generally reluctant to serve or have a can’t-be- bothered attitude; or have very very poor front-lime service training or quality standard

would give a 1 star if I could, please hire better call agents. called 1 hr 20 mins for a later to go : “hello, i don’t hear any response, i’m ending the call” without even waiting for an answer. that was in a span of 5 seconds? pathetic. just sign elsewhere, they aren’t any better than the other services either, you usually don’t get signals here and there 👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻

TLDR; Maxx sucks and M1 can’t help you if things goes wrong. Save yourself the trouble and find other Telcos.

This review is about Maxx, a subsidiary of M1. Would recommend to avoid getting a SIM card or any service from Maxx to save yourself from being frustrated and all the troubles that will come with it. At this point, I’m not even sure why M1 has Maxx as a subsidiary.

Does M1 really have such low standards that it is willing to let customers who have trust in the M1 brand to buy something from Maxx, and end up getting cheated of our time and money?

I got a SIM only plan from Maxx, and despite its fast delivery of 1 day, the activation of the sim card failed when I tried it at night. I called them the next morning to request for assistance but was placed on hold for an hour before being able to speak to customer service. Fine. At least I thought I’ll be able to resolve the issue. But little did I know, they couldn’t solve the issue and asked me to travel down to M1 Peranakan Place at Orchard Central. Ok, fine then. So I travelled down thinking that it’ll finally be resolved.

When I went down, the M1 part time worker tried helping me before getting me a queue number when he couldn’t. I waited for 45 minutes, before going to a full time worker only to be asked why I was directed to them and that they cannot help me. What the heck?! The full time worker then redirected me to the part timer again in which all he could do was call Maxx…

I spoke to another Maxx staff, and she said that it is their App that has an issue. Having lost trust in Maxx at this point, I wanted a refund. Guess what? They said that it is an individual issue and that there will be no refunds because of their TnCs and that their system doesn’t allow them to do so.

I told them to get their manager to call me and after a week, they just ghosted me.. It’s not even about the $14 I’ve paid anymore but I’m just so frustrated at their poor customer service and lack of responsibility. Clearly customer service isn’t their priority despite being such a bad telco and since M1 isn’t doing much about it either, I just hope that anyone who reads this just avoid both M1 and Maxx to save yourself from trouble.

Customer service is horrendous. App dosent work. Nothing works with this lousy company

Upon my contract maturity, I asked for my M1 postpaid plan to be re-contracted to a different name only to be told that M1 is unable to process the request for the foreseeable two to three months or perhaps longer. They have no clear directive from the higher ups as the company is in transition to a new software and migration of contract is not possible. I think it’s time to port my number to another Telco who offer better customer service.

I wanted to change number. After calling the bespoke customer service line and got really agitated by the robot, I decided to terminate the line.

M1 service is not only horrendous, it's a completely unscrupulous company. I don't know how the Telecom Authority allows it to operate in law-abiding Singapore. They automatically make the Data Passport product a recurring one putting the onus on the subscriber to deactivate the product. In my case,I deactivated on return to Singapore and they still charged me for the next month. It is truly disgusting to deal with them, the M stands for Malicious Moneygrubbers

Lol now their voice customer service is a robot, who doesn't f*king understand anything nor direct you properly to anywhere. Everyone flocks to their website live chat and waits hours, and when they are number 1 or 2 in the queue, suddenly magically the queue stops moving and it's just stuck. Wonderful, M1, you really have pissed off alot of people recently with your cust service. Honestly, M1 always has had inferior products (broadband speed and ping is lousier than others, mobile reception is poorer than others), only their pricing saves them. Pay s**t get s**t. I hope MANY flock to Singtel or Starhub together with me.

I was put on hold by the call agent because he could not explain why they terminated my line when I requested to terminate one of the two mobile plans associated with my line and they insisted they did nothing wrong . The agent actually hang up my call when I was on hold! W-t-f M1?! Ridiculous!

It's so ridiculous for a chat to wait for an hour, then the agent only gives you 5 minutes for the response, and ends the chat! OMG, what kind of service for M1 now?

Poor transition of the application. Functions not working and still transfer and change customer’s plan without any update. Was billed $580 (usually is $180)??

Ridiculous!! Still waiting for the customer service officer to pick up the phone now after 20 mins! They upgraded my plan without my consent and don’t know who to speak to!!

M1 has the worst customer service . Everytime call in and got to put on hold for veri veri long time . The customer service staff are rude and not knowledgeable.. will change to other telco once my contract with them r finish . StUpid bloody hell M1

M1 is really Bad. Been with them for the past 20 years and can see clearly the service level going downhill. Can't wait to cancel my last account with them. Waited an hour each time to get to a customer service officer. Despite explaining clearly to them, request to terminate the account was still not done after a month and i'm still being charged. Have to call in again, waited an hr just to speak to them and repeat my request all over again. Will avoid M1 if at all cost even if i have to pay abit more for another provider.

Worst customer service I ever encountered. Literally pushing you around and hoping you don't cancel their service. Just a simple task to cancel the fixed voice and I had to call different numbers and wait 15mins each time. And despite calling those numbers, and after speaking to the numerous customer service rep and they promised to cancel, it's still not cancelled! Wake up M1!

I have had the most spectacularly frustrating experience with M1 yesterday. The experiences were both in-store and online.

M1 describes itself as the leading, the most vibrant and dynamic telco company in Singapore.

Quite how these statements are qualified is questionable, especially given the appalling, or rather the non-existent customer service I experienced at the IMM branch.

All customer-service related issues are now fielded by two gatekeepers at the front of the store, controlling which customers are allowed to be served by the staff inside. While my father and I were queuing up to have our fate decided, I saw that most customers ahead of us were turned away and told to go online to resolve their telephone issues themselves. I learned that all issues, except the purchase of a phone and plan, were being redirected online or to the call centre. While the two gatekeepers were inundated by bewildered customers queuing up to get answers, help, and support, several staff members seated at their stations in the store were free. Problem no.1.

We were there to change my mother’s expired mobile phone contract to another plan. My mother is 87 years old and is not mobile i.e. she requires a wheelchair. She therefore did not come with us and my father and I - her caregivers - had brought with us her NRIC, along with the phone bill and her handset.

We were told by the gatekeeper that our issue could not be addressed at the store and we were, like those before us, told to resolve it online. When I pushed to be served by someone in the store, the gatekeeper then checked the system and found out that they could indeed serve us at the counter. As she began to enter our details in order to retrieve a queue number, she realized that the customer was my mother. I explained to her the situation and she could clearly see my mother’s age on her NRIC, but she promptly changed her mind and told us we had to complete the task online, or my mother had to show up in person. Problem no. 2. I replied that it was unreasonable to ask an elderly handicapped person to be present for changing a phone plan, especially given that we could present her NRIC, phone bill and handset.

We asked to see the manager. The gatekeeper went to the back office and emerged 20 seconds later, citing the manager’s words - we had to complete the task online. The manager himself/herself did not emerge. Clearly to the manager, our patronage and customer satisfaction was not a priority and not worth the effort. Big Problem no. 3.

Problem no. 4 is that an email address to customer service could not be found anywhere on the M1 website to which I can send this feedback. Clearly you would rather your customers air their grievances online and in public. Have you visited your Facebook page recently?

The above infuriating experience aside, we came home to proceed with handling the issues online ourselves. Along with changing my mother’s phone plan, we also wanted to do a swap via the FoneCare plan. I went onto the website to do so, and my efforts were curtailed when the result was a message saying they were out of stock of that particular mobile phone.

I gave up on this, and decided to change my mother’s phone plan via the app, the task that my father and I had wanted assistance with when we went to the M1 store in IMM.

I arrived at the stage where I could select the option to re-contract, and the window that appeared showed 'Ooops! We can't find that page.'

Half a day spent, zero result, plenty of unnecessary frustration. When can customers start charging companies for all the time wasted? What I needed done were basic, simple procedures that could and should have taken all of an hour by a customer service rep. Instead, a trip to the M1 store and online attempts yielded nothing. I will be terminating all our M1 accounts. And there will be no recourse.

M1's senior management team have utterly distanced themselves from their customers. Well done.

Customer service is horrendous. When I have problems I can’t get through to anyone on the phone, the chat on their website takes forever to get a person on the other end and keeps cutting me off (after waiting in line for an hour already), and their Facebook chat service is super slow replying and wants to restart the conversation midway.
Might as well use a carrier pigeon to communicate with them.

M1’s customer service is terrible. Called the hotline a couple of times but the staff could not resolve my issue. Did an early termination of my lines subsequently and the M1 app immediately removed my numbers so I cannot view the final bill. Not sure how does M1 expect their customers to pay their final bills when the bills cannot be viewed?
Got onto M1’s FB page to post my feedback. 3 days of wait and they are still trying to find out what my issue is. And that is after I provided them with my lines, the last 4 digits of my NRIC and my DOB.
Thankful that I made the decision to terminate my contract with them.