Any folks on Viewqwest fibre?

[viewqwest]

Very disappointed with viewqwest lately. Our company has been a supporter of viewqwest business connectivity from dynamic 1.5mbps adsl then upgrading to 10mbps fibre with 5 static IPs.

Firstly, when they came to install the fibre in 2012, they told us that we cannot use our own firewall and must use their Netscreen 5gt. Any changes to the Static IPs or any changes to the firewall we have to contact viewqwest to change. Gave up and used our own firewall.

Secondly, around march 2012, during office hours, the route to our email provider was in a routing loop. Technical support was not very helpful, saying that we are using our own firewall and they could not do anything. We hecked on our equipment again and emphasized many times to technical support that it was not our firewall causing the issue.
After they did a check with their senior team and found out that there was a problem, then they decided to do something. We requested for an answer from the technical dept, till now there is no reply from the technical support.

Thirdly yesterday, there was no notice and viewqwest decided to suspend our account.
Checked through our equipment and there was nothing wrong, called up technical support and was instructed to call the billing dept to check because of late payment.
Called up the billing dept, Joey from accounts dept told me the billing cycle and said dec and jan was late. She kept emphasizing on the billing cycle of viewqwest and did not do a check on the reason why the account was suspended. We check our bank statement and was deducted on dec 17.

Called back the billing dept and another colleague answered and told them the situation. They said they will check and was promised a call back within 5 mins. After a good wait, we decided to called back.
After discovering that there was an error to the billing, they said that they will get the technical dept to restore the account.

When we asked the billing dept manager what they could do to compensate the downtime, the account manger only could say they can restore our account.

Waiting for the reply later today from the billing dept to answer to my boss on the 4 hour downtime.

Hi,

If you can PM me your company details, I can check on the billing issue.

I do apologies if we have suspended your account in error.

I will have someone look into your case as soon as I get your details.

Regards

 

[xerxes]

I am equally saddened by the whole experience, and now disturbed and distressed by the way VQ is handling the post termination matters. I have no wish to email my feedback to a general email address. Instead I would like to speak to or meet with the supervisor of your head of customer service to have a proper closure to all the issues I have faced. Please kindly arrange. Thanks.

Viewqwest : Pls advise.

 

[darkmatt]

billing issues are getting out of hand...

short handed?

or plain blur?

 

[derrickgoh]

billing issues are getting out of hand...

short handed?

or plain blur?

As i've said before, their SOP or billing process needs a major revamp. The fact that their staff forgot to bill me for certain items & when they remembered they did it asap & it triggered off the "u have outstanding payment" alarm is one good e.g. of flawed system.

 

[xerxes]

Xerves,

I am a VQ satisfied customer and I have been reading your posts with great disbelief. You have made it sounds like VQ has done something really bad to you and now you are disturbed and distressed as you posted.

It is just an internet connection - if you could posts the things which VQ made you disturbed or distressed ... I am sure all of us would like to know.

If your grievances is nothing but true I am pretty sure the middle or upper management of VQ would get in contact with you.

Take it east ok?

I have made postings about wifi connectivity but that is by no means the main issues I have faced. While it is great that you guys have helpfully chipped in in attempting to sketch out the issues I have faced, I have tried to refrain from raising the issues to the discredit of no one. It is more than wifi connectivity.

Suffice to say - there were misrepresentation, misinformation and misquoting of facts by the VQ staff. Promises to look into the issues fell on deaf ears. If this is the approach a firm will take to attend to customers who have terminated their services, I have indeed made a right decision to terminate my contract.

And to answer your post directly as it is loaded with hidden "messages" - my grievances are indeed true and the management of VQ has promised to raise this to senior level and come back to me for a resolution. So this answers the last para of your post. I hope they stay true to their latest promise and have someone (apart from the head of customer service) return my call or have a meeting with me.

I can understand VQ supporters chiming in to support their case. This is a forum and just as if you are free to air your pleasures with regards to your service experiences, I am free to voice my displeasure as well. And as I mentioned in my earlier post, I raise this on the thread only as a last resort as nothing is forthcoming from those who promised to look into the issues. And this has been the experiences of some others on this forum as well. Be objective while you are on their side. If the numerous endorsements by their staff here for feedback is indeed their heartbeat, be true to that claim and have someone who is objective look into my issues and resolve them amicably, certainly not in asking me to send my feedback to a general mailbox address.

 

[kellogs]

Hi Xerxes,

Good Morning

I have made postings about wifi connectivity but that is by no means the main issues I have faced.

May I know what is the real issue? I am very curious to know

 

[xerxes]

Hi Xerxes,

Good Morning



May I know what is the real issue? I am very curious to know

As mentioned previously, please allow me to resolve this with VQ directly. Thanks for your comments.

 

[kellogs]

As mentioned previously, please allow me to resolve this with VQ directly. Thanks for your comments.

Well you keep writing and repeating long essay posts without posting the real issue that does not help us to understand what is the main issue ...

I am not sure what is the purpose for you to keep repeating over and over again ...

If you want to look at a good example of post ... Shadow3 did very well. Straight forward with the problem description which listed out all his issues.

Also for the record ... I do not wish to reply to you till this morning you quoted my post on reply and that sparked my interest.

 

[xerxes]

Well you keep writing and repeating long essay posts without posting the real issue that does not help us to understand what is the main issue ...

I am not sure what is the purpose for you to keep repeating over and over again ...

If you want to look at a good example of post ... Shadow3 did very well. Straight forward with the problem description which listed out all his issues.

Thanks for your comments.

The only thing I am repeating is for someone responsible from VQ to call me or meet me to resolve the issues. I raised it as I am not getting any headway with regards to calls with more junior level staff.

I do not need to model my postings with reference to anyone. There is no need to make comparison. I do not want to go into the details (and I have mentioned this a few times) as it does not benefit VQ or myself. I want to resolve issues, not raise detailed issues about my grievances here.

 

[derrickgoh]

If u demanded to speak to a top dog at Singtel or Starhub, u would probably hit a wall as well. To be fair, the top guy will NOT speak to any customer for any reason. U may feel its a massive problem but the top dog prob feels his deputy or some HOD will suffice.

Having said that, u should understand that this forum is not owned by VQ so their staff do not monitor posts. So i dont know how effective it is posting long & vague comments here.

For the record, i may be a VQ customer but i've had my fai share of frustrations with billing & CS so im not defending them blindly.

 

[darkmatt]

If u demanded to speak to a top dog at Singtel or Starhub, u would probably hit a wall as well. To be fair, the top guy will NOT speak to any customer for any reason. U may feel its a massive problem but the top dog prob feels his deputy or some HOD will suffice.

Having said that, u should understand that this forum is not owned by VQ so their staff do not monitor posts. So i dont know how effective it is posting long & vague comments here.

For the record, i may be a VQ customer but i've had my fai share of frustrations with billing & CS so im not defending them blindly.

this i agree..

why not just post the problem here so we can be informed as well

 

[Kapish]

If you feel the problems you faced warrant the attention of the top management and the members of this forum, for the sake of transparency its better for you to reveal the details. You cite misinterpretion and misinformation by VQ and that concerns me as a customer. If you do not wish to do so, maybe viewquest should let us in on the whole matter then.

 

[derrickgoh]

If you feel the problems you faced warrant the attention of the top management and the members of this forum, for the sake of transparency its better for you to reveal the details. You cite misinterpretion and misinformation by VQ and that concerns me as a customer. If you do not wish to do so, maybe viewquest should let us in on the whole matter then.

In short, if u r going to open a can of worms, open the whole can. Pointless to open quarter of a can.

 

[xerxes]

If u demanded to speak to a top dog at Singtel or Starhub, u would probably hit a wall as well. To be fair, the top guy will NOT speak to any customer for any reason. U may feel its a massive problem but the top dog prob feels his deputy or some HOD will suffice.

Having said that, u should understand that this forum is not owned by VQ so their staff do not monitor posts. So i dont know how effective it is posting long & vague comments here.

For the record, i may be a VQ customer but i've had my fai share of frustrations with billing & CS so im not defending them blindly.

I just spent an hour speaking to a member of VQ senior management. Finally, someone responsible and kind enough to find out what happened. I appreciated the call and have provided my thorough feedback. He has promised to look into the issues for the better of the organisation. Thanks for all your comments.

For those who want to know the issues, please pm me your contact details and I will contact you when I am free. I can mention them to you but it will be on a broad and objective basis.

 

[viewqwest]

I just spent an hour speaking to a member of VQ senior management. Finally, someone responsible and kind enough to find out what happened. I appreciated the call and have provided my thorough feedback. He has promised to look into the issues for the better of the organisation. Thanks for all your comments.

For those who want to know the issues, please pm me your contact details and I will contact you when I am free. I can mention them to you but it will be on a broad and objective basis.

Dear Xerxes,

We wish to apologise for the posting querying if the retention of the Apple TV and not being charged for it was the only remaining issue.

After having an in-depth conversation, it is apparent that you have genuine concerns about your experience, and the issue was not the retention of the Apple TV. We thank you for taking the time to share your feedback and how we can improve the experience for our customers.

We do endeavour to listen to our customers, and use their feedback to improve the user experience we offer.

We wish you well for the future.

Regards

 

[PANGLIMA]

my apology.its the OneVoice number that is TBA.I phoned VQ and was informed that VQ is running out of the numbers and should be ok after the 1st week of Jan 2013.But till now still no news.

hi Nic

sent email and got a prompt reply/action. OneVoice number will be delayed till end Jan 2013.On my suggestion, the VAS tied-up to OneVoice should be waived for this delay, VQ billing has issued me a credit note.

 

[lifeisaplay]

My torrent seem to be too slow on my vq connection. Guys, do you mind share your configuration you have in utorrent?

 

[chaicka]

My torrent seem to be too slow on my vq connection. Guys, do you mind share your configuration you have in utorrent?

May be you can share your configuration and the audience can contribute on what settings that may be affecting performance? Do mention the plan you are on as well.

 

[NicBlais]

My torrent seem to be too slow on my vq connection. Guys, do you mind share your configuration you have in utorrent?

Torrents will also depend a lot on the number of seeds/peers and their locations. How many seeds does yours have?

 

[chaicka]

Torrents will also depend a lot on the number of seeds/peers and their locations. How many seeds does yours have?

No longer solely dependent on numbers. Nowadays, it's dependent on how many "high-speed" or "ultra-high-speed" peers and seeds.