ViewQwest Fiber Broadband Official Thread - Part 4

[ahlee83]

Hi guys - update:

The issue was caused by a loop caused by one of our customers - this triggered our loop protection to kick in which affected connectivity for some of the exchanges. We've fixed the original issue by isolating the customer but now we need to access the exchanges in order to restore connectivity to everyone affected - as per NLTs policy we need to wait 1H before we can access.

Estimated ETA is 11:30pm.

Let me get this right.

A massive Internet and telephone happened because one customer triggered your loop protection, and the poor engineers had to be activated to physically enter the exchanges to restore service?

Why this type of thing only happen to VQ ah?

 

[Integra.TypeR]

- Cut cost for hardware
- Engaged in ISP price wars
- Avoids customers during downtime deliberately

Contract over, go back to stinktel liao. Why?

- If got exchange issue, ST own NLT so no need wait 1 hour
- Still pay same price as VQ (and I'm on chop carrot $65 1Gb VQ)
- Even if got downtime, I can still kpkb at an **** over 1688 24/7/365 hotline
- It doesn't seem that bad if you choose their Unlimited plan which has less/little/no throttling

The heavily engaging marketing strategy to lure more customers but failed so badly on their back end. Their technical lead or infrastructure head should overhaul immediately.

And yes, I'm moving everything to singtel once I'm out of VQ.

And one last time, till date, they do not have any giro deduction method which frustrate me during the past.

 

[Untamed]

The loop protection is as good as no protection.
Protect also down anyway so what's the difference?

Protect them against complaint so that they can blame others conveniently.

Unless someone start a collective action against them and send it to CASE and IDA , history will repeat itself.

 

[shadow84]

So which isp is decent? M1 $39/mth for 1gbps?

 

[viewqwest]

Yea, they are on ip phone. No point calling.. I have learned my lesson on past experience with VQ.

Hahaha their fb a lot of Kpkb

The hotline is pretty swamped right now - the issue will be resolved soon - will continue to update you guys as we hear more.

 

[Bright]

So all the exchanges affected and not some WTF happen to this premium service man

Think something clearly went wrong here - can promise you that we'll absolutely be looking into how this could have happened and make sure it doesn't happen again.

Update on situation: Orchard & East exchanges are back up. Bedok, Tampines & AMK exchanges still affected.

 

[melv96]

FYI north side down as well.

 

[Untamed]

The heavily engaging marketing strategy to lure more customers but failed so badly on their back end. Their technical lead or infrastructure head should overhaul immediately.

And yes, I'm moving everything to singtel once I'm out of VQ.

This is singapore. NOthing will happen else Desmond Kuek will no longer be the CEO of SMRT

 

[JivBunny]

I don't know why do you need to wait for 1 hr before accessing NLT due to some security issues?

Doesn't make sense at all? You mean there isn't any card or identity given to VQ Engineers to access that place for urgent maintenance or something?

 

[HWZ1973]

VQ needs to compensate 1month fee waiver!

 

[dirtysock]

Oh btw don't even call their tech support la.

Their tech support seriously need to buckle up.

Once called them, the guy on the line was useless, couldn't help me and even got impatient with me (my tone with them was nice, didn't even raise my voice). In the end, I solve the problem myself after I hanged up the call.

So much for tech support

 

[lockweld]

i was thinking why nlt, the exchange, subscribers who caused the loop is out to cause harm to vq... is it because they offer premium Internet? ffs... /s

 

[derrickgoh]

It is very obvious from this incident & others that VQ hotline is on IP line. So network down means hotline doesnt work. I and many others had previously questioned the logic of having a hotline on an IP line only for VQ to claim that their hotline is not on IP. When i asked then why was their hotline down, there was no explanation.

Pls be transparent VQ. Is your hotline on IP or not? If yes, do u think it makes sense? If no, why is it such a coincidence then when your network is down your hotline is also down?

I didnt call in this time but during the last fiasco i tried calling several times & the line was simply dead. Is the reason going to be too many calls crashed your phone line?

 

[jackycar]

Fantastic. Well done VQ. One customer can trigger your system to go down.

So this is your so called resilant network?

For the next outage, maybe you can tell us that someone reset their modem and trigger a reset for your servers and cause islandwide outage?

This kind of excuse you also dare tell us? Shame on you

At least they're honest. U want them to be like ST? Keep telling u to restart router as if it's your fault?


But on another note, VQ, the frequency of outages is really too much. U should compensate your customers already.

The previous one was a few days long, for some up to a week, yet nothing was done to compensate.

U should give back at least 1 week of free usage for next mth as a make good.

If not, maybe those unhappy customers here can raise this to IDA.

 

[efini81]

Im paying 65 a month more expensive than those new customers..nothing is being offered to your old customers at all.I think viewqwest are only lookin at getting new customers than giving good n stable service..im out too

 

[ceecookie]

Lol wanna ask for discount, wait long long.

Viewqwest is out to suck your blood dry la.

The previous 1 week downtime, they didn't even offer any kind of compensation for their affected customers.

The 1 week downtime was for AMK exchange is it?

 

[thelostgeek]

VQ - well, I do appreciate the updates and mention of you guys will be looking into this issue but the damage is already done. And this isn't the first time. we are seeing frequent downtime off late. We are all losing hope. The premium we pay is to keep your network uptodate n stable but if that isn't happening then I don't think the premium we pay make sense any more !!!
I would happily pay less n get the same crappy service from others.

 

[Integra.TypeR]

From my understanding, end users can consolidate feedbacks and submit to IDA for review.

 

[AC2]

Network in Sengkang is back

 

[leaving_footsteps]

Seems up finally.