ViewQwest Fiber Broadband Official Thread - Part 4

[crewcutboy]

None of those two sound life threatening to me...

It's not like lack of internet caused you any financial harm.

The internet is today considered to be essential, a basic right. Just as you wouldn't tolerate an electricity blackout or water supply disruption, why should the internet be any different?

Incidentally, just because you were lucky to have escaped the major breakdowns unscathed doesn't mean all's well and dandy.

I was one of those in the east exchange who had to go without internet for several days. VQ kept saying it was only a "small number" of customers who were affected. Calls for compensation went unheeded. Ditto for the more recent AMK exchange incident.

Surely you'd sing a different tune if it happened to you.

 

[Untamed]

If you guys really want a small list of all the downtimes and problems VQ has had. Just search for the phrase "We sincerely apologize for any inconvenience". It's the standard cut and paste answer for the user id viewqwest.

Of course this list is not exhaustive as he might have used different phrases through out the years, and you might also need to include the other messages posted by the other VQ account holders like NicBlais, JeNoVa-IcHiGo, fibernet, AntonS, and posts by andr3wyong when he was still with VQ.

You can also refer to this post by tinkerbot where he compiled a list of all downtimes from November 2014 to June 2015, but JeNoVa-IcHiGo replied

So I guess THIS event WOULD COUNT as an outage by VQ's definition since it doesn't seem that much localized like the AMK exchange. "LOL sorry, that one no count because didn't happen for everyone ah"

Poor tinkerbot was then flamed by various fanatic VQ fanboys like Qubicfactor, shadow84, Lordzephyr9, RenZero and even by VQ's once andr3wyong himself.

So similar to opposition support being bashed by pappy IBs

 

[xeRiCo]

You guys should stop tagging premium with VQ. There's nothing premium here except the price.
They are the just another typical "you poke they move" company. I would rather pay M1 $29/mth and get ****, than $65/month in VQ AND STILL GET ****.

I am still seeing people from other threads saying they want to jump over here cos of the good service and uptime etc. from VQ. They don't know what they are in for man.

This is MY EXPERIENCE as an existing VQ customer.

 

[viewqwest]

Yup. Just ignoring and not addressing at all? Because it's a minefield? Please don't sweep it under the rug

Can assure you that we've heard you guys loud and clear - can't make a call on this though but management is already very much aware. Will update you guys.

 

[jackycar]

Can assure you that we've heard you guys loud and clear - can't make a call on this though but management is already very much aware. Will update you guys.

Thank u. I think everyone has had enough so the ball is in your court now. Let's hope for something good to come out of this

 

[junk]

Since the amk exchange outage, 10 April, till now my OneVoice (digital phone line) service still not restored.

Almost 1 month already. Every week have to send email to helpdesk but now no reply already.

Is it after changing ONT to this new model, OneVoice cannot be supported?

Anyone customers facing this issue as me?

Best is ... still auto-bill OneVoice charges, no one bothered to waive it.

VQ customer service quality really going down ... last time not like that. Too many subscribers recent yrs, support staff overloaded is it?

 

[Groudon]

East (Bedok) online again as of a few minutes ago.

Considering all we lost was 1 hour of internet access, I don't understand the outcry.

Sure, if you couple that with the past year of outages, it adds up, but at any given time we weren't without internet for days on end.

I do agree however that considering all that's happened, VQ should do something to appease its existing client base, either offer those of us on the more expensive older plan, a price cut, or some compensation.

Just my $0.02

I think it's the fact that they put the blame on one of their customers. Hello? A customer's problem managed to adversely affect your network to this extent? It's a little unbelievable.

The good news is - hopefully after tonight, they realise the mistake here and that it won't happen again. The fact that this managed to take place in the first place though - is a little unsettling.

 

[viewqwest]

Since the amk exchange outage, 10 April, till now my OneVoice (digital phone line) service still not restored.

Almost 1 month already. Every week have to send email to helpdesk but now no reply already.

Is it after changing ONT to this new model, OneVoice cannot be supported?

Anyone customers facing this issue as me?

Best is ... still auto-bill OneVoice charges, no one bothered to waive it.

VQ customer service quality really going down ... last time not like that. Too many subscribers recent yrs, support staff overloaded is it?

Can you PM me your NRIC/VQ acc number? Will help to check on this for you

I think it's the fact that they put the blame on one of their customers. Hello? A customer's problem managed to adversely affect your network to this extent? It's a little unbelievable.

The good news is - hopefully after tonight, they realise the mistake here and that it won't happen again. The fact that this managed to take place in the first place though - is a little unsettling.

Not putting the blame on anyone, just trying to be transparent about what happened. Will make sure that we understood the issue correctly from the engineers (and update if what I posted was wrong) but the blame for this is on us.

 

[junk]

PM-ed. First, I appreciate you helping here. Not blaming you as a person and is feedback to VQ as an organisation.

Customers shouldn't be need to come into public space to make noise then VQ look at their service tickets more seriously.

Can pls change to another NOC engineer for my service ticket?

Can you PM me your NRIC/VQ acc number? Will help to check on this for you

 

[Ark Law]

None of those two sound life threatening to me...

It's not like lack of internet caused you any financial harm.

I'm sure everyone was disrupted in that they were not able to do the activity they wanted to, be it play online, watch Netflix, talk to their family abroad through Skype...

If I were to have watched it via a TV box instead of the Internet, it would've hit the pockets of VQ instead. An hour of outage is half a football match, 3/4 an F1 race, and 1/6 the race I was watching.

Wait till you're needing the Internet at that point of time when it goes down and you'll feel the pinch.

http://www.straitstimes.com/singapore/singtel-slapped-with-record-fine-of-180000-for-epl-disruption-on-mio-tv

 

[TechZSG]

What if it happens during peak trading hours and affect your financial position? Many of us trade from home at this hour and we are lucky that the outage happen today (saturday) which is a non trading day.

While customer can understand that there will definitely be outage but these days they are getting out of hand.

I would personally never get a 'consumer' line to do such things as trading from home. Anyone who considers that their living or makes any meaningful money from it ideally would invest in a proper business line.

Consumer services are at the end of the day just that, consumer grade quality.

And I do agree it's happened more frequently recently than before.

The internet is today considered to be essential, a basic right. Just as you wouldn't tolerate an electricity blackout or water supply disruption, why should the internet be any different?

Incidentally, just because you were lucky to have escaped the major breakdowns unscathed doesn't mean all's well and dandy.

I was one of those in the east exchange who had to go without internet for several days. VQ kept saying it was only a "small number" of customers who were affected. Calls for compensation went unheeded. Ditto for the more recent AMK exchange incident.

Surely you'd sing a different tune if it happened to you.

It's not about tolerating it, black-outs do happen, right? They may be way less frequent, but they do exist.

I'm also in the East (Bedok) and I didn't face any long outage (an hour at most). I am sure I wouldn't be happy if I went without internet for a few days, it's happened to me elsewhere and it was not at all pleasant. But such long downtimes aren't happening that much, are they?

VQ's policy on no compensation is rather poor, there's no doubt about it.

If I were to have watched it via a TV box instead of the Internet, it would've hit the pockets of VQ instead. An hour of outage is half a football match, 3/4 an F1 race, and 1/6 the race I was watching.

Wait till you're needing the Internet at that point of time when it goes down and you'll feel the pinch.

http://www.straitstimes.com/singapo...d-fine-of-180000-for-epl-disruption-on-mio-tv

I in fact did need the internet today and so did my wife...we just used our phones instead.

Again, it's regrettable that this event occurred, but we make it out to seem like it's bigger than it really is.

And the internet always goes down at the worst possible time, that's for damn sure.

A country like SG needs more competition and ISPs need to have more than a no-contract or 2-year contract option...

 

[UBSCSSNB]

anyone got this issue can't access to taobao cart @_@

https://drive.google.com/file/d/0Byx3TXK3cZJ6VEMyMVcyR0RjV1k/view?usp=sharing

 

[toshiro_sg]

Since the amk exchange outage, 10 April, till now my OneVoice (digital phone line) service still not restored.

Almost 1 month already. Every week have to send email to helpdesk but now no reply already.

Is it after changing ONT to this new model, OneVoice cannot be supported?

Anyone customers facing this issue as me?

Best is ... still auto-bill OneVoice charges, no one bothered to waive it.

VQ customer service quality really going down ... last time not like that. Too many subscribers recent yrs, support staff overloaded is it?

Mine still on old ont but my onevoice already down more than a day, sending NOC only gets you a support ticket but no one seems to pick up the ticket ,really very frustrated. You wait and wait but nothing is fix or no one even bother to call back. They want to change my ONT this Wed, I really hope it is not going to act up like yours.

 

[Takechan]

You guys should stop tagging premium with VQ. There's nothing premium here except the price.
They are the just another typical "you poke they move" company. I would rather pay M1 $29/mth and get ****, than $65/month in VQ AND STILL GET ****.

I am still seeing people from other threads saying they want to jump over here cos of the good service and uptime etc. from VQ. They don't know what they are in for man.

This is MY EXPERIENCE as an existing VQ customer.

I changed from M1 to VQ just to try a different experience. Frankly I've had better uptime during my M1 days. Probably had as much downtime thus far within 1 year with VQ as compared to about 5 years with M1.

My VQ contract is far from over but the experience thus far has given me plenty to think about.

 

[abstrax]

Well well.......internet has become a part of our life....

it is so convenient to use internet for many things.....

So VQ should buck up their internet up-time issues.... especially for those home users that use internet for essential purposes : IP cam, web hosting, online gaming, watching online TV...etc

 

[habsters]

anyone got this issue can't access to taobao cart @_@

https://drive.google.com/file/d/0Byx3TXK3cZJ6VEMyMVcyR0RjV1k/view?usp=sharing

Me too. Tmall web objects couldnt load normally too.

 

[watzup_ken]

Final update:

Connectivity has been restored for all exchanges - engineers are monitoring the network closely.

We sincerely apologize for any inconvenience caused by this incident. As mentioned we will be investigating what happened and put in measures to ensure it cannot happen again.

I take your word on this. Personally, I think it leaves a bad taste to all the users when internet goes down during peak usage time. Considering that the user base at SingTel and M1 is likely bigger, they don't seem to have outages this frequent. I feel how one person uses the network shld not bring down the entire network. It may be a fail safe measure, but I believe the measure could be improved or done better.

 

[happychai]

punggol still down
Show no internet access on my computer.
Cant go to any website eg google
Anyone in punggol having the same problem?

 

[JivBunny]

punggol still down
Show no internet access on my computer.
Cant go to any website eg google
Anyone in punggol having the same problem?

Try reboot your modem/router?

 

[JivBunny]

Final update:

Connectivity has been restored for all exchanges - engineers are monitoring the network closely.

We sincerely apologize for any inconvenience caused by this incident. As mentioned we will be investigating what happened and put in measures to ensure it cannot happen again.

To Ensure it cannot happen again, I think changing my isp seems like the best option