Most reviewers were unhappy with their experience overall. People frequently experienced frustrating network outages, unstable mobile data connections, and unexpected roaming charges that quickly added up to hefty bills without clear explanations. Consumers also struggled to get prompt, helpful assistance when contacting support agents via online chat or phone lines to resolve urgent connection and billing problems.
Some people were satisfied with individual store staff members who provided friendly, polite assistance and professional guidance during in-person visits. Reviewers appreciated when employees showed genuine patience, listened carefully to concerns, and went out of their way to explain complex contract details or resolve ongoing inquiries smoothly.
When I first signed up with M1, the network was great and all that but 20 years later, the quality dropped so is the customer service. The fact that I wasn’t informed of any additional payment needed after porting over to another telecom for that month after waiting for 2 weeks to see if I have to pay anything - radio silence from the company and I thought - that’s it. Months later, I discovered that the company has been chasing me for $$ for what? I have already port over to another telecom and paying that company directly and you didn’t instruct me anything when my line was successfully ported over.
What a shambles of a company! Not recommended at all.
I was enticed to recontract my broadband through the app. There was an error in the installation date selected by the app that I discovered within 24 hours after receiving the email confirmation. The customer service i called refused to change the date without an additional charge of $65 even though the date is over a week in tge future and I wasn't asking for after office hours or weekends.
I bought a $14 tourist SIM. The SIM card worked well in Singapore, but only worked periodically in Malaysia. I was unable to contact their support, as the SIM wasn't working. They offer no online support. I ended up talking to someone from the broadband team online, but they said they can't help and the only solution is to call the number (which I couldn't call). There was no obvious reason why it wasn't working, as it would randomly happen in different locations. The data speed was also much slower in Malaysia.
I would rate zero stars if possible.
Their AI help line is so bad I cannot ever get any help. and when I finally was able to talk to someone I had to go down to M1 shops to verify my account which in the first place I was directed to call the hotline when I went to M1 shop.
I have been a loyal M1 customer for many years, but I am very disappointed with the recent decline in customer service and technical support, which has been unprofessional and irresponsible.
When I signed a contract online, the advertisement clearly showed free bundles included with the device. However, upon delivery, only the device was provided — none of the advertised items. When I called M1 to clarify, I was told these were “while stocks last.” If that is the case, it is both common sense and a matter of basic business ethics to update your website to indicate when such freebies are no longer available.
With the upcoming transition in company ownership, I sincerely hope M1 will take this opportunity to improve the quality of its customer support. Frankly, even AI solutions today often demonstrate more consistency and empathy than some of the agents I’ve recently dealt with. Customers deserve better.
I activated roaming for a trip overseas last month. Before returning, I made sure to deactivate roaming via the M1 app — I clicked the orange “Deactivate” button, it turned grey, and I assumed that meant it was off. I showed this to my partner.
Apparently, that wasn’t enough — you’re supposed to receive an SMS confirmation that roaming has been deactivated. I never got that SMS, which means the roaming was still active without my knowledge.
The next month, I was shocked to see a full roaming charge of $68 on my bill. Before calling M1 customer service, I double‑checked the app again — the button was grey, showing “Deactivated.” I thought this confirmed it was just a glitch.
Unfortunately, my biggest mistake was not taking a screenshot — because during my call, the customer service rep “deactivated” it immediately, erasing any trace of the app’s error.
After a full week of back‑and‑forth, M1 insists the issue wasn't on their end, claiming their app has no issue and offering only a 50% refund — even though their faulty app was the cause.
This was not my fault, and yet I’m being penalized for their system’s failure. I do not recommend M1 — be very wary, always take screenshots, and never trust just the button status in the app.
My phone was lost recently but it was covered under FoneCarePlus.
Yet when I requested a replacement, customer service gave me a runaround. They were extremly rude, and left the chat during conversation and gave conflicting instructions.
I had to:
Reconnect with another agent
File police report for lost phone
Fill out a paper form for my phone's details like color of my phone (M1 had all the details already as its a contract phone)
Before M1 even thinks about sending a new phone.
Regret staying with them for so long…
All about money and only money…
Bought a phone and chose esim… accidentally delete everything in my old phone and was unable to activate the esim…
They charge another fee just to retrieve the email they sent me…
So many telcos around, M1 not special.
Treat us like trash…
I was using M1 prepaid service since few years ago, not much prob. Recently signed a postpaid M1 contract. Staff promised will port my phone number to my new phone on that day mid night. But I was waiting for 1 day, got a message inform me not successfully. Called to service center, only work on weekday working hr. Wait untill weekday & called , service center said the old phone number was terminated......wtf! My original plan only want to get a phone with postpaid contract, at the end of number cannot use. Their Service & system not good, staff not supportive or knowledgeable to tell you what should do on next step to make the port transaction smoother....almost 1 week i cannot use my phone, seriously affect my work & my life.
Encountered slow M1 network and the technical support wanted customer to contact their router vendor on their behalf to resolve the network issue. Excellent job to be in!
Avoid! This company has burned. Upgraded to eSim for which I was charged, then upgrade to 5G just t o get better connectivity. Have no mobile connection and couldn't receive or place calls for 2 days. 5 customer service chat, and 1 visit to store and still issues. Then telling me to wait 3 days so they can check their back end :D lol What world do they live in
Fraud !
I purchase the monthly overseas (about 10gb) which is exhausted within 1 day !
The same phone, not surfing of movie, music, heavy usage and got charge $200++ for excess data usage.
I told them to review my past usage , there has never been once I exceed a 10gb per day , how can it be done for an overseas trip. Something is amiss.
They say data usage is different varies in different country ??? What logic!!
M1 is a clear fraud !
And their customer service says, all feedback MUST goes to their phone line , no on line feedback is available . Which means , I am stuck !!! It’s such an unfair channel !
It just telling u, I see the data , its running , its used so got charge !
Who the hell can used 10gb per day!!!!! When I am not even surfing the internet and it keep running and deducting .
It’s simply Becos I made the payment and they throw my case under the bus.
DO NOT EVER CHOOSE M1 !
They have the worst untrained customer service and system !
Extremely disappointed with M1’s service and customer support. I have been facing continuous network issues, and instead of resolving the problem, M1 chose to escalate matters by charging legal fees, without any consideration for the circumstances.
Despite repeated requests, they showed no willingness or empathy to waive off the legal charges—even when the fault started with poor service on their end. It’s clear that customer care is not a priority for them.
I strongly advise others to think twice before choosing M1. Once you're locked in, there’s little support, and the response is more about penalties than problem-solving. Very unfortunate experience.
We got a queue number at 2.09pm, and it indicate that the wait time is roughly 8mins.
We whole family of six sitted and waited for our turn at the M1 . After about 20mins wait, their customer services came to is asking us whether someone has called us, we said no. We co tinue waiting for more than half an hour. Then a number after us was called. The number called was a queue number after our number. I went to the customer services staff (Hon You, I cannot recall the exact spelling) who called the number that our number is before that and we have not been called. His answer is "your number has been called earlier" and he just walked away. We told him that all of us whole family are seated there and no our number has not been called. He refuse to serve us. We told him we have been sitting here and no one called our number. He couldn't care and serve the number after us. So I approached the front staff who prescribed us the number (the same staff whom had earlier asked whether we have been served) and explained to him that we hear number after us been called but not our number. He is helpful and said he will check. After that he said our number will be next. We are here with no proper explanation. Shitty services staff (Soh Hon Yun) who doesnt admit mistakes made nor proper explanation. Hon You would have just said no issue you will be next or since he has called other number and will serve us after that. None of this, he just couldn't be bothered and walked away refuse to answer us. We were tucked there.
M1 Tampines, really need to train their customer services proper courtesy and response to customer.
It is the attitude of the staff that answered and refuse to admit mistakes.
Staff name is Soh Hon Yun
We were served after 40minutes wait and not the estimated time mentioned in the queue that said 8mins.
We have been with M1 for at least 15 years and I am glad our whole family decided to leave M1 finally.
Complaint About M1 Salesperson – Mel @Compass One (Sengkang)30-06-2025 .
I’ve been a loyal M1 customer for years since 2014, with both home fibre broadband and mobile plans.2014, I recontracted my broadband with M1 Subject: Complaint About M1 Salesperson – Mel @Compass One (Sengkang)30-06-2025 .
I am writing to file a complaint regarding the service I received at your Sengkang outlet on 30/06/2025. The salesperson, she name is Mel, Mel propose and insisted me to sign New contract Wifi broadband Contract instead of re-contract ,She was very rude, gave false information, pressured me unfairly, threaten me if i cannot Signing New Broadband Contract then the i cannot receive the free wifi router 7 TP-Link Archer BE805 .Only can selection free Asus RT-BE92U and even that Installation Schedule ,no schedule must wait so long , etc.].
I believe this was unprofessional and not in line with the customer service standards expected from M1. I would like this matter investigated and a formal response regarding how it will be addressed.
My advice is don't let her (Mel) at Sengkang Branch attend to you in future.
The Old Staff Melody was Great and Attentive ,Good Knowledge regarding her Job.
Thank You !
I’ve been a loyal M1 customer for years, with both home fibre broadband and mobile plans. In October 2022, I moved to a new HDB flat, updated my NRIC, and recontracted my broadband with M1 at the new address. But M1 continued charging me for the old fibre line — silently — for nearly 3 years.
Their monthly email notifications showed only a lump sum, with no service address, no plan name, no indication I was being charged for duplicate plans. It was only in 2025, after manually checking my AXS receipts, that I discovered I had paid over S$2,600 for a second service I didn’t use.
In contrast, SP Group emails clearly show the service address, usage data, and prompt users to review bills — a basic transparency standard M1 completely lacks.
I’ve since:
Filed a formal complaint with IMDA
Raised the issue at a Meet-the-People Session
Switched my mobile line away from M1
And filed a police report due to the scale and duration of the overcharging
M1’s internal systems failed, their emails withheld key billing information, and their staff never flagged the duplication. If you’re with M1 — check your bills closely. Their system won’t protect you.
I’ve been a loyal M1 customer who always paid bills on time, but the way I was treated recently is incredibly disappointing. After my contract ended in May, M1 continued billing me for June without informing me or cutting the line, then demanded I pay $259.22.
I paid it to avoid disruption, only to be told later it was a mistake and I would be refunded. But now I’m being told to wait 4–6 weeks for a refund.
Their customer service keeps giving me generic replies, redirecting me to chat or the app with no real update or accountability. If customers are late in payment, M1 charges late fees and cuts lines immediately. But when they owe customers money, they take their time.
Extremely poor service, slow resolution, and no sense of urgency.
I’ve already warned them, if this isn’t resolved by next week, I will lodge complaints with CASE and IMDA.
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