ViewQwest Fiber Broadband Official Thread - Part 4

[Carnage]

Just a suggestion to VQ admin, maybe a message on your website would be good or even better a sms to all subscribers if it is a country wide service disruption.

I experienced disruption yesterday from 1030 to 1130, with intermittent connections via wifi in the last half hour.

But I only knew it was island wide when I came across it on my facebook feed. Not that it mattered, because I was preparing to sleep anyway. More for those who need it in the wee hours.

 

[Apex]

Just a suggestion to VQ admin, maybe a message on your website would be good or even better a sms to all subscribers if it is a country wide service disruption.

I experienced disruption yesterday from 1030 to 1130, with intermittent connections via wifi in the last half hour.

But I only knew it was island wide when I came across it on my facebook feed. Not that it mattered, because I was preparing to sleep anyway. More for those who need it in the wee hours.

I think if they can have a VQ APPS for IPhone and Android and sent push notification when there is an outage would be better.

 

[Bright]

Thanks,

It has not shaken or reduce my confidence for Viewqwest. I am a happy subscriber for the last 3 years and have just recontracted last week.

Dear Customers

At approximately 10:30pm last night we detected that there was widespread loss of connectivity across the network affecting most customers. The cause of this was due to 2 critical routers which act in tandem to backup each other had become unresponsive. We are still investigating the cause of this and will provide an update.

Our primary concern during this and any outage is always to restore services as the highest priority. As minimal staff were on duty during that time, it took us some time to activate additional support staff to respond to customers.

The affected routers were returned to normal operations at approximately 11:00pm and customer connections returned to normal although some customer may have needed to power cycle their equipment at home.

We do not take events like this lightly nor will we ignore customer feedback. Our responses may be a bit slow and this is due to us trying to determine facts before making any statements. We appreciate your patience during this event and I would like to apologise to each of you for the disruption caused. I will personally be ensuring that we determine the cause and take corrective action to prevent this from happening.

yours sincerely
Vignesa Moorthy
Chief Executive Officer

 

[Slammer]

honestly, why is tinkerbot complaining? if you are unhappy, there are 3 other options out there for you. honestly im on the green line and i can tell u it sucks. been with them for like 2/3 years and no outrage but the speed is amazingly sluggish. even the router that they give for free sucks... u get signal 10m away from router but the ping is like 50ms.

i just recontracted to the 2gbps plan, and thought the downtime was due to VQ upgrading my speed... rebooted my zhone, and still down... imagine the "praise" words coming from my mouth when I found out about the island-wide outage, haha.

objectively, one outage is one too many, and i expected more from VQ after more than a few downtime incidents that I can reluctantly forget, considering VQ users pay a premium price for a premium service. i am complaining, so i can understand why tinkerbot is.

aside, it is interesting to note how people are aligned to the defense or prosecution camps by their respective emphasis on the mitigating factors or the crime... and how victims themselves somehow end up aligning with the defense

 

[llmarachll]

My first encounter of downtime since i join VQ 8 months ago ...

Luckily I finished my game then the downtime kicks in ...

I totally agreed that at least the website should have the information to inform all ppl instead of FB post or email as it is where most guys will go if the downtime kicks in ...

I also tried to call the CS but the phone call ended without a ring .

 

[sigur_ros]

disappointed

the timing of this outage was terrible and the family was really frustrated.

I explained to them that this is to my knowledge the most premium isp in Singapore, and that it could happen to anyone. of course they had their reservations.

the explanations/apologies are of little value to me (I am not technical). the fact is that I cannot find another isp that can guarantee seamless connectivity.

but what can we as consumers do? except to acquiesce.
just please try not to let this happen again. thanks.

 

[tungsten2]

Moral of the story : Do expect down time even when paying premium. Haha....

 

[evo171]

Newbie question:
I have signed up for 2Gbps plan but seriously I dun think I will exceed 1 gbps for my usage (occasional gaming, video streaming). Should i just put zhone 2426 on bridge and use asus ac3200 as main router (just use 1gbps)?

Or zhone 2426 as router and ac3200 as AP?

TBH, I do not know what ac3200 has over Zphone 2426 in terms of router function. Hoot it as part of reno cost (wife can't see, ha).

 

[zer0ne]

Outages list:
1st November 2014 (SATURDAY) 6.40pm - 7.30pm
14th November 2014 (FRIDAY) 7pm - 8pm
17th November 2014 (MONDAY) 3am - 4am
16th March 2015 (MONDAY) forgot what time exactly
2nd April 2015 (THURSDAY) 7-8pm
9th June 2015 (TUESDAY) 10.15pm - 11.30pm

These are personal encounters, haven't even dig those that happened when i'm not using the internet.

Don't take my words for it, check the dates with the thread to see if there are any others who complained outages.

Let VQ staff challenge these claims. I do remember there is one somewhere in March this year.

 

[AndyShin]

Moral of the story : Do expect down time even when paying premium. Haha....

VQ is still the best despite the downtime, u go see other isp forum and facebook page some admin dun even respond or reply to u

I willing to pay vq premium price if they got higher plan

 

[Qubicfactor]

Before I forget, do consider setting up sth like http://heartbeat.skype.com/, and ensure that NOC side can still update it even in worst case scenarios. (NOC being unable to post status updates coz they got knocked off themselves would be tragically funny )

Better still if VQ can place "probes" at all exchanges and allow the site to see live probe statuses.

 

[CoolRock]

VQ is still the best despite the downtime, u go see other isp forum and facebook page some admin dun even respond or reply to u

I willing to pay vq premium price if they got higher plan

2Gbps still not high enough for you? :/

 

[andr3wyong]

Let VQ staff challenge these claims. I do remember there is one somewhere in March this year.

As chaicka has mentioned, these are all localized outages at worst (or could even just be NLT maintenance).

I believe for globalized VQ network outages, the unplanned ones should be around once every 2 years or less (the Fibernet network is only about 5 years old)

 

[AndyShin]

2Gbps still not high enough for you? :/

waiting for VQ 10gbps future plan

 

[doki81]

As chaicka has mentioned, these are all localized outages at worst (or could even just be NLT maintenance).

I believe for globalized VQ network outages, the unplanned ones should be around once every 2 years or less (the Fibernet network is only about 5 years old)

any compensation for ytday outage? maybe $3 rebate?

 

[Xtreme_Funktions]

waiting for VQ 10gbps future plan

sounds like it will be around the era for 4K streaming content? haha..

 

[AndyShin]

sounds like it will be around the era for 4K streaming content? haha..

will VQ Fight Singtel 10Gbps next year?

http://www.techgoondu.com/2015/05/1...echnology-preps-10gbps-services/#.VXfgoVLSNVY

 

[evildan]

hey guys i bought the VQTV 2.0 a few months back but seldom use.
But i just realize today that there is no volume control.
Anyone knows how to get the volume control please? Also why the first button opens the file explorer which is vv irritating.. Is there any patch/updates that can help?

I still prefer the VQTV 1.0's interface..

 

[xRenol]

the timing of this outage was terrible and the family was really frustrated.

I explained to them that this is to my knowledge the most premium isp in Singapore, and that it could happen to anyone. of course they had their reservations.

the explanations/apologies are of little value to me (I am not technical). the fact is that I cannot find another isp that can guarantee seamless connectivity.

but what can we as consumers do? except to acquiesce.
just please try not to let this happen again. thanks.

To be fair, I doubt any RSP/ISP can guarantee zero downtime.

 

[Fronsac]

I am quite sure given enough money, they can guarantee that. Triple or more point to point. But which consumer will pay for that, probably none. For the "premium" we are paying, we cannot really expect data centre level of performance can we? 99.999% SLA.

To be fair, I doubt any RSP/ISP can guarantee zero downtime.