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“My M1 Nightmare”: Former M1 Model Lashes Out at M1 for “Unfair” Internet Setup Charges

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A former M1 model has accused M1 and its contractor of trying to wrangle S$220 off her for fees associated with the installation of a home broadband internet fiber point.

Vanessa Tan says that she signed up for a 1Gbps Home Fiber Broadband and was shocked to receive a S$220 charge for the fiber point, which had already been installed in her home 4 years ago.

Ms Tan says that M1 initially said that the charge was a fee for an appointment with its NetLink Trust contractor, then changed its tune and called the S$220 fee an “activation charge”.

She refused to pay, as her M1 contract states that S$220 is strictly for installation or replacement of a new point, which wasn’t done.

Ms Tan was further confused and frustrated when M1 later demanded the S$220 payment as a “jointing fee”.

“A week later, M1 said I needed to pay the $220 because NetLink Trust claimed they did a jointing outside of my home which nobody signed nor acknowledged nor was informed of before the charge.”

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Vanessa says she is sorely disappointed with M1, and is concerned about possible “unauthorised” charges that others could have been made to pay.

“This has been such a painful process and it is still not resolved yet. They are still hounding me for that S$220 fee even though they cannot really explain what is it for after changing their story 6 times and lacking the paperwork.

It is no longer a matter of money, it is a matter of integrity.

If M1 can do this to me, a new customer, what have they been billing you for in YOUR monthly bill? Or worse – your mum and dad’s M1 bills? Have they been charging you for things which you did not sign up or agree for? Especially the elderly and those unclear about IT stuff.”

Ms Tan has previously been engaged by M1 for ad hoc promotions, and up until April, was seen promoting the company’s 18th birthday celebrations.

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This is Vanessa’s tale in full:

How could M1 be so ridiculous!?

Trying to smoke me with different stories and vague “technical” terms hoping that I would give in and believe them.

To be honest, I’m quite a blur person when come to IT stuff but this time, an M1 staff told me not 1 nor 2, but SIX (6) of the most inconsistent “explanations” I’ve ever heard. Each time when I reply them with facts contrary to their explanation, they change their stories over and over again.

It all started when I signed up for my 1Gbps Home Fiber Broadband and received my first bill – together with a shocker:

A $220 charge for the fiber point (TP) which I’ve already had in my home since 2011.

1) “We installed that fiber point”

I called up their 1627 hotline and the very first thing the CSO (Camille) said was that “we installed that fiber point for you”. I clarified that this was untrue, the point had been there since 2011 and no installation was done.

2) “..but we came down for the appointment so we need to charge you.”

M1 CSO then said that “as long as NetLink Trust’s technicians came down, there is a charge of S$220 incurred” and questioned me as to “why (I) made an appointment if (I) didn’t need a fiber point installed”.

I replied that M1’s website didn’t let me continue the signup process if I didn’t choose an appointment date. I also said that I called up *before* the appointment to M1 to make sure that the right choice was selected, and was reassured by a CSO that it’s just “standard procedure” and that I would only be charged if any installation for a new TP was actually carried out.

The CSO, Camille, was speechless.

3) “It’s an activation charge, the $220.”
M1’s CSO, Camille, then said she needed to “check”. And all of a sudden, the story changed to the $220 charge being for “activating” 1 of the 2 ports in the fiber. I checked the contract documents, and no-where did there mention any activation charge of $220. The contract says that $220 is strictly for installation or replacement of a new TP.

Where was my new TP?

4) “…but we did install that fiber point..”

A few days later, M1’s Camille called back to say (again) that they *did* install a new fiber TP. When I asked them for proof (because usually they would take photos of the before/after area for TP installation), they couldn’t produce it. I went to dig up some e-mails which OpenNet sent in 2011, and the e-mails showed that the TP was already installed by them back a few years.

M1 was baffled and brought in NetLink Trust’s contractor.. which then SMS’ed me and after some checks, did confirm that they did NOT install the termination point.

5) “It doesn’t matter if the technician contractor filled up the form wrongly”

I then realized that the NetLink Trust form which the contractor made my dad sign during the supposed installation wasn’t even ticked properly, and brought it up with M1’s CSO. The “installation” option/checkbox on the form wasn’t even ticked, and as for most items, the ticks or checks were completely outside the designated areas.

Essentially this makes it a “blank cheque” for the homeowner to sign. The homeowner acknowledges that NOTHING is carried out, but yet somehow, the contractor processes it by submitting it to NetLink Trust or M1 to say that some work was carried out.

6) “It’s a jointing fee. You won’t see us do the work but you still have to pay.”

A week later, M1 said I needed to pay the $220 because NetLink Trust claimed they did a jointing outside of my home which nobody signed nor acknowledged nor was informed of before the charge.

I took a look at the contract again, but suspiciously, there is no jointing fee for that price of $220.

This has been such a painful process and it is still not resolved yet. They are still hounding me for that $220 fee even though they cannot really explain what is it for after changing their story 6 times and lacking the paperwork.

It is no longer a matter of money, it is a matter of integrity.

If M1 can do this to me, a new customer, what have they been billing you for in YOUR monthly bill? Or worse – your mum and dad’s M1 bills? Have they been charging you for things which you did not sign up or agree for? Especially the elderly and those unclear about IT stuff.

How many $220’s have M1 managed to “convince” it’s the customers that it was their “problem” when there was nothing wrong in the first place?

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