ViewQwest Fiber Broadband Official Thread - Part 4

[chaicka]

Bedok Reservoir maybe from Paya Lebar exchange.

Btw, Bedok South is still down!

Bro, reboot ONT and see if that does not help. Else, will need to contact NOC for manual intervention if your connection is same state as mine.

 

[chaicka]

We will be definetely looking at how to not let this happen again once we find out the cause. Our priority right now is to restore all connections.

If anyone is still having an issue. Please drop an email to noc@viewqwest.com - we will get to each one of you.

I am sure VQ will. The last time it happens, a significant improvement got implemented.

 

[visuallin]

For those who are considering signing up with Viewqwest, please clear all doubts. I have been with VQ for more then a year and this is my first unplanned outage under them. Considering I have been with Singnet for nearly 10 years, MyRepublic for nearly 3 years before. I have had my share of horror experiences with both. In fact, I just got a lawyer letter from MyRepublic regarding my old account which I will choose to ignore since they chose to ignore my request as a subscriber back when they first rolled out their 1gb plan and and went on to aggresively expand their customer base while forsaking their current ones. This situation was publicly talked about on one of the older fibre broadband threads, do a search.

Anyway I'm in no way affiliatd to VQ, I'm just a Singaporean who like many others choose to support the underdog in any way we can. But even underdogs sometimes try to bite the hand that feeds them when they get too big-headed.

But so far VQ is the best doggy i ever had =)

 

[chaicka]

omg... i juz sign up for viewquest during the show... does it happen all the time ?

Outage of this scale? Probably 2nd time in the 4-5 years I have been with VQ. The last one that happened, significant improvement in the backend was implemented after determination of root cause and re-evalution of core back haul design.

Oh, in case you mistaken me as VQ staff, I am not. Just a long time pioneer customer who happens to know a little more.

 

[chaicka]

Problem seems resolved. Connection in Bedok stable.

Just to add, breakdowns and disruptions are bound to happen, it's how they're handled that makes the difference.

Wondering thou, what happened to the tech support line? Overload? Meltdown? I kept getting a "call failed" error. Or did someone just decide to turn off the switch?

Let me guess. The line that is on VoIP got hit bad by the network outage.

 

[Fronsac]

I also feel that this outage is seriously blown out of proportion.
I been with viewqwest for 2 years, both for company and personal. I only seen 2 outage in total for 2 years and both are on my personal line. Although this time round it affect way more users.
On the flip side I was with Red traffic light, I have outage almost once every 3 months or so and a lot of them are due to human error like forgot to submit paper work, flip the wrong switch and etc. The worse thing is to fix it I have to make multiple call to chase them to do something about it and have a down time up to 3 days. For viewqwest, I just get on my mobile and look at how everyone break down due to internet outage and laugh it off and it is fixed in 3 hours.
Yeah, so just hope you guys cut them some slack no one is perfect.

 

[Fronsac]

Lol I am not surprised that it happen. First reaction to internet failure is to do a reboot, if it does not work call the NOC. I am quite sure viewqwest did not prepare their NOC to get hit by 100 calls per second and even if they do there is no one to pick it up anyway.
But perhaps viewqwest can play a prerecorded message when they recognise a problem with their system or provide us with somewhere to look at the status instead of having to deal with the massive flood of call. HWZ should really not be a status check page.

Let me guess. The line that is on VoIP got hit bad by the network outage.

 

[^Tripper^]

Let me guess. The line that is on VoIP got hit bad by the network outage.

It would seem so!

 

[tinkerbot]

Ah i see. A group personal attack to prevent facts from coming out.
I dare you those who replied to dig the forum and look at the Fb's review to count the number of outages for the last year. Then we start to flame shall we?

 

[^Tripper^]

Lol I am not surprised that it happen. First reaction to internet failure is to do a reboot, if it does not work call the NOC. I am quite sure viewqwest did not prepare their NOC to get hit by 100 calls per second and even if they do there is no one to pick it up anyway.

At least a prerecorded message stating that they are either (1)aware of the issue and resolving it or (2) due to the high volume of calls etc etc.

I mean I was getting a 'call failed' error and this forum was filling up with reports of outages all over the island. Johor too! Seemed like the whole of VQ went down.

Oh well, just something for VQ to take note of.

 

[chaicka]

Just to chip in my effort to help out now that the network should stablise.

Quick Troubleshoot/Recovery Steps (if your connection is still down with a RED ALARM light up on Zhone ONT)
1. Press the power button to power cycle the ONT,
2. Wait for ONT to cycle up (approx 1-2 minutes),
3. If RED ALARM light persist after cycle completes or after 5 minutes, repeat the same steps above,
4. If RED ALARM light persist after repeating steps 1 to 3 twice, get in touch with VQ NOC via any possible channels - email, phone call, Facebook PM. Manual intervention is probably required and should normally be quick.

Most connections should auto-recover. Some does require manual intervention due to behaviour of equipment on our end such as our 3rd party router, switch, NAS, etc and affecting the auto-recovery. One of my two connections (at two different parts of Singapore) encountered above and required manual intervention to restore connectivity.

 

[JeNoVa-IcHiGo]

Just to chip in my effort to help out now that the network should stablise.

Quick Troubleshoot/Recovery Steps (if your connection is still down with a RED ALARM light up on Zhone ONT)
1. Press the power button to power cycle the ONT,
2. Wait for ONT to cycle up (approx 1-2 minutes),
3. If RED ALARM light persist, repeat the same steps above,
4. If RED ALARM light persist after repeating steps 1 to 3 twice, get in touch with VQ NOC via any possible channels - email, phone call, Facebook PM. Manual intervention is probably required and should normally be quick.

Most connections should auto-recover. Some does require manual intervention due to behaviour of equipment on our end such as our 3rd party router, switch, NAS, etc and affecting the auto-recovery. One of my two connections (at two different parts of Singapore) encountered above and required manual intervention to restore connectivity.

Quick note to add, if it's point 4, just drop me a PM. It should all have been cleared already via my manual scan through, but in case it got left out let me know.

 

[chaicka]

Quick note to add, if it's point 4, just drop me a PM. It should all have been cleared already via my manual scan through, but in case it got left out let me know.

You power la... Another monkey in the making?

Next time I drop by, I shall take you out for lunch.

 

[fibernet]

We do have a recorded announce on the hotline. But all the circuits are full. Thats why the call is not getting through.

 

[^Tripper^]

HWZ should really not be a status check page.

Agree. Nor should it be a customer service portal. This is the second time in my short VQ plan lifetime I've had to use HWZ to get assistance with issues with VQ.

 

[^Tripper^]

We do have a recorded announce on the hotline. But all the circuits are full. Thats why the call is not getting through.

Noted. I guessed something along those lines. Guess you guys never expected to be swamped with that many phone calls at one go eh?

Love the confidence!

 

[JeNoVa-IcHiGo]

Just did a speedtest. Speeds should be back to normal now.

Do.... uh.. space out your speedtests.. since the massive influx of speedtest-ing would cause inaccurate results as well.

 

[XDeathLoRdz]

Ah i see. A group personal attack to prevent facts from coming out.
I dare you those who replied to dig the forum and look at the Fb's review to count the number of outages for the last year. Then we start to flame shall we?

I don't think we got the time to go dig. Why not you post your facts and we compare.
First time outrage in my exchange during my 2 year contract for me.

 

[tkl23786]

Ah i see. A group personal attack to prevent facts from coming out.
I dare you those who replied to dig the forum and look at the Fb's review to count the number of outages for the last year. Then we start to flame shall we?

Says someone who registered on June 2015 and has 2 posts, all posted here and are all negative coments...

 

[tinkerbot]

Says someone who registered on June 2015 and has 2 posts, all posted here and are all negative coments...

i supposed you are accepting the challenge of listing all the outages that affected us for the past year, user with 75 posts? doesn't even matter on the post count after we list out the facts. btw i'm a current user of VQ that had been affected alot of times.

i sense a lot defensive pple here, probably paying higher premium causes the need to justify your spending.. or is it blind loyalty.. i can't tell. do you seriously feel ITS OKAY to have these outages so frequently? really?