In response to CNA’s queries, Singtel deputy CEO Anna Yip said that the operator would take the extra time to give “a small number of customers” more time to make the change.
They comprise users on older mobile devices or SIM cards that cannot connect to newer 4G and 5G networks, she added.
The telco has been actively reaching out to customers to assist them with migration over the last two years, Ms Yip said.
“Singtel has undertaken extensive measures to communicate the changes to the 3G network to customers via social media, roadshows as well as print and digital platforms,” she added.
Staff at Singtel stores have also been assisting impacted customers through this change, “providing additional support to the elderly and vulnerable”.
In a statement, a StarHub spokesperson said that the extension will afford its affected customers “ample time” to transition from 3G to 4G/5G networks.
StarHub said that it has made regular outreach efforts to its customers and its frontline teams on their hotline, website and physical shops are available to assist customers.
“We encourage affected customers to upgrade promptly to avoid any service disruption. This initiative also extends to our enterprise customers, with whom we will be actively reaching out to ensure a smooth transition,” StarHub said.
StarHub noted that the migration would also require its customers to have a 4G-compatible phone.
“To facilitate this, we offer various promotions and support options.”
The operator noted that while most 4G devices support emergency calls, some older 4G models may not have this capability. A list of 4G phones available at StarHub that fully support emergency calls is on its website.
