ViewQwest,
What is happening to my subsription!!??
This is very very disappointing and fustrating!
Residential FiberNet Installation 00033021
I subscribe to ViewQwest for fibre internet on 26th Dec 2014. And my Netlink Trust Installation (Opennet) was scheduled on 3rd Feb 2015, with VQ installation scheduled on 5th Feb 2015.
I had a current fibre subscription on my 1st fibre optics TP port and thus will need to use the 2nd port. I had heard of issues with activating the 2nd port on the TP and thus, before I decide to subscribe, I check with few VQ sales (during IT Fairs, and at the booth in Sim Lim Sq). Everyone in VQ told me there shouldn't be any issues. Furthermore, there is ample time from my subscription date to the installation date, if there is any issues, it can resolve fast before the installation date. So I decide to subscribe to VQ for their 600mbps bundle which is at $65. This is higher than what other ISP is providing, but because of the reviews that VQ provide good services, I do not mind paying that extra. Upon my subscription, VQ billed me for the setup fee of $79.25 on 1st Jan 2015 and the money was deducted form my credit card promptly.
I was overseas working and came back at end of Jan. Then on the 2nd Feb, 1 day before the Netlink installation on the 3rd Feb, I received a call from a contractor for Netlink to inform me that they can't proceed with the installation of the as there are some back-end technical issues and Netlink would need to rectify it before they can carry out the installation. I questioned why do they only informed me now? The contractor told me that they only received the order to do the check on the 2nd Feb 2015 itself!
I was disappointed and angry. Why do they only find out about this on the day before the installation date. from 26th Dec 2014 to 3rd Feb 2015, there is 1 whole month to find out the problem and rectify it, yet, they only do the check on the day before installation!! WTF!!
Next came the even more disappointing part!! I called VQ to find out what happened! I told them what about what the Netlink contractor told me. VQ say they need to confirm as they had not heard from Netlink itself. After some verification, they told me the same story as what the Netlink contractor told me. I questioned them on why nothing was done from the date of subscription and netlink only did the check on the day before installation. VQ told me that once they submit the request to Netlink, they will only wait for Netlink to feedback! Why VQ can't be pro-active to check constantly?? I am sure they had heard and know all the issues with Netlink and should be constantly pushing for verification from Netlink instead of just sitting there and waiting for feedback!
Then the VQ Service guy told me that he will check and call me back at a later time that day, before 7pm! And guess what happened! 7pm passed by and no phone call back! I call VQ Technical line and talk to the technical guy who told me the Service guy had knock off! WTF!! I told the technical guy the same story all over again and told him I want and answer and solution by the next day 12noon. The technical guy replied that he will pass the message to the Service Team.
Next day, 12pm passed and no one called me again! At 12.30pm, someone from VQ called me, but it is not regarding my issue. Instead, the guy asked me if Netlink had went to my house to carry out the installation. I told the guy, if he had check his system notes before calling me, because in their system, it had reflected my installation issue. The guy check and verified about the installation issue. I asked him why no one called me at 12noon. He replied he is not sure. And then I have to repeat my whole story again! He said he will check and get back to me. Later, the same service guy, who went home and didn't call me the previous day, called me and told the same stories and it is Netlink issues and VQ can't do anything and they are expediting. And to make thing worst, the english spoken by the service guy is very very hard to understand as he speak in a strong slang. I told him, my contract is with VQ and not Netlink, VQ have to give me a solution and stop telling me it is Netlink issue.
As my work require me to travel overseas often, there are limited days that I can be in Singapore for the installation of the fibre internet from VQ. There are no one at my home who knows about such fibre installation and what to do. Furthermore, I was planning a holiday vacation the following week after the installation and because VQ doesn't know when the installation dates will be, I have to cancel that planned holiday and wait in Singapore for the installation date. After which there is Chinese New Year (Public Holidays) and then I am travelling overseas for work. I waited and waited and no installation date.
Fast forward to today, I still have not get my fibre internet set up! I sent emails to VQ asking what is going on and asking for a solutions. Everytime the email came back from VQ Service is, 'Thank you for your patience', 'Netlink is still having technical issue and can't proceed with installation', 'VQ is pushing Netlink for early resolution', 'we will keep you posted'... etc.
It is coming to 4 months from the date of my subscription!! Imagine, 4 months and i am not being hook up by VQ yet!! My friend who stayed in the same area as me (Woodlands) and having fibre internet from another ISP, already got his 2nd port activated by Netlink and had his installation done by another ISP, without any issue. Futhermore, he applied for the 2nd port internet during the PC Show in March. So, why is VQ taking so freaking long??!!! VQ is prompt in deducting the money for my the setup fee for my subscription in Jan 2015, and yet, VQ can't give me any solutions!!
My current contract for fibre internet subscription with my current ISP had ended and I am paying the full price for it because I can't terminate it as VQ had not hook me up yet! Each month passed by and I am paying all these extras!
I can't terminate my land line again because VQ had not hook me up!
I emailed VQ last week asking for a solution, and no reply from them!
I went down to Sim Lim Sq VQ booth last monday and talk to the guy there and he told me he will check with VQ HQ and get someone to call me and resolve my issue. Yet, no one call me or email me!
Also, no one from VQ tell me how VQ is going to compensate me for all these inconveinece that I have to go through!
Thoroughly disapppointed at how VQ handle my subscription! Right now, I am travelling overseas for work and won't be in Singapore to handle any installation! And so my internet installation will be delayed further till unknown date!
ViewQwest! When do you want to do my installation!!!?? I am getting ready disappointed with your service and my patience is runnning out. You price your subscription higher than others and boast about your good service! All I am getting is **** service from you!! Please do not keep telling me it is Netlink issue and you can't do anything! My subscription contract is with VQ!! Not Netlink!! What happened between VQ and Netlink, I do not want to know, I only want my Internet Connection!!! I am paying to you! Not Netlink!!
I WANT A SOLUTION!! I DO NOT WANT TO WAIT FOR ANOTHER 4 MONTHS TO GET MY INTERNET INSTALLATION!!!
Can drop them an email.
