ViewQwest Fiber Broadband Official Thread - Part 5

[tkl23786]

So the small black box Linkstar is inferior to the Zhone?

Is there any way to get Viewqwest to give me a Zhone instead and take back this Linkstar?

For 1 thing, with only 1 LAN port on this Linkstar I will be limited to using the AC88U I topped up for in the DB box compartment if I want all my bedrooms' LAN points wired. As it is right now I am using a temporary solution of patching the Linkstar to my 3rd bedroom (which is considered the middle of my home) and put my AC88U there for the most central coverage, and even then I don't have 5G coverage in my master bedroom ... if I were to put the AC88U in the DB box I may not even have coverage in my daughter's room i.e. the 2nd bedroom.

LOL....they used Linkstar because Zhone is giving some issues (few months back VQ had to go to affected customer's house to change the Zhone to Linkstar over a period of 1 week iirc because there was some hardware changes in the server and only Linkstar can work) ... VQ only started using Linkstar last year

Because your plan is 1Gbps, you are only given the Linkstar modem. It is not a router, so it has only 1 port. You are supposed to use your own router for wired connection

Do note that 5G has short transmission range and putting the 88u in the DB box will cause interference which will further cut 5G transmission. Note that walls, cabinets, electrical devices, power cables etc all can cause interferences, resulting in weak WIFI signal

Is 2.4G working for you?

It really depends on your home layout and the obstructions to the WIFI transmisson

Worse come to worse, you may like to try out the mesh system. HWZ has several articles about mesh system over the past 2 weeks. You can read on them if you like.

 

[omelet]

Signed up for 1gbps few years back, got a white Zhone 2301

Wow, so VQ actually issuing so many different models... Looks like they issuing 1 port for 1Gbps sub and the 4 port model for 2Gbps sub...

So the small black box Linkstar is inferior to the Zhone?

Is there any way to get Viewqwest to give me a Zhone instead and take back this Linkstar?

For 1 thing, with only 1 LAN port on this Linkstar I will be limited to using the AC88U I topped up for in the DB box compartment if I want all my bedrooms' LAN points wired. As it is right now I am using a temporary solution of patching the Linkstar to my 3rd bedroom (which is considered the middle of my home) and put my AC88U there for the most central coverage, and even then I don't have 5G coverage in my master bedroom ... if I were to put the AC88U in the DB box I may not even have coverage in my daughter's room i.e. the 2nd bedroom.

Can't really comment if the Linkstar is inferior, I have not used it before. Are you having any issue with it? Why do you think it is inferior?

Edit: I understand what you mean, if they swap the Linkstar to a 4-port Zhone ont and use as router mode, your issue can be solved easily...

You could put the AC88U in the DB box and get another AP/Wireless router/Mesh to cover the rest of your house...

 

[tkl23786]

Wow, so VQ actually issuing so many different models... Looks like they issuing 1 port for 1Gbps sub and the 4 port model for 2Gbps sub...

1Gbps and 2Gbps Single and 2Gbps Multi are all different plans which require different set-up based on what is being provided for that plan....so it makes sense to provide different modem/modem-router hybrid based on the plan subscribed

refer to this link for illustration on the differences of the 2Gbps plans
http://www.viewqwest.com/vqlp/2gbps-faq/index.html
Based on how the plan is being provisioned, customers are given the modem-router Zhone

For the 1Gbps plan, customers are given the Linkstar modem. Customers have to use 3rd party routers for wired and wireless connectivity.

There are 2 models of Zhone that VQ is issuing.... one model has wireless antenna and the other model has no wireless antenna. This means, the model with wireless antenna can broadcast WIFI signal and the model without the wireless antenna cannot broadcast WIFI signal. According to the technician who came to install the modem for me, the wireless model is not as stable as the non-wireless model.

Long story short, VQ issues different modems/modem-router hybrid based on the plan subcribed. If customers want to change the modem/moden-router provided, then customers have to discuss with VQ on the options available

 

[omelet]

1Gbps and 2Gbps Single and 2Gbps Multi are all different plans which require different set-up based on what is being provided for that plan....so it makes sense to provide different modem/modem-router hybrid based on the plan subscribed

refer to this link for illustration on the differences of the plans
http://www.viewqwest.com/vqlp/2gbps-faq/index.html

Yes, I am talking about the 1 port model...Seem like have both Linkstar and Zhone as well after Qubicfactor mentioned he got a zhone 2301..

http://www.zhone.com/products/ZNID-GPON-2301/

 

[rEe_TaN]

You'd probably have better luck calling them. Anyway I wish you the best with them. Their billing department seriously CMI and has caused me to puke blood before in the past on several occasions.

Their NOC is still ok, at least their guys know what they are doing. Getting hold of them is another story though, but to be fair its not the staff's fault if mgmt is "clever" enough to use IP phone for customer service hotline and once internet is down so is the phone line.

Thanks i will give them a call tomorrow.. This is really literally bad service.. Anyone know, if i want to carry on for a month (off-contract) due to im planning to sign up for MR, and it takes time to activate 2nd port, does VQ charge a-lot for a month of off-contract?

 

[Qubicfactor]

Yes, I am talking about the 1 port model...Seem like have both Linkstar and Zhone as well after Qubicfactor mentioned he got a zhone 2301..

http://www.zhone.com/products/ZNID-GPON-2301/

Yes, still using the Zhone 2301 now. I think the Linkstar is only given out in areas serviced by exchanges where the VQ OLT there are also Linkstar. VQ didn't swap out all Zhone ONTs during the major outage last time, only in areas affected that necessitate it.

Not really different from other ISPs; Singtel uses a mix of Ericsson/Alcatel Lucent/ZTE.

 

[viewqwest]

Anyone can tell me, if I need to relocate my service from 1 residence to another, how long in advance do I need to notify Viewqwest, and how does it work ... they will go to the new place to activate over there? Or they will go to both old and new places? How much do I need to pay? for this?

Hey custom,

Let us know at least 2 weeks beforehand if you can. How it works is that the relocation will take place on the same day. NLT will deactivate the circuit at your current residence and activate it at your new one (typically there's a few hours of downtime between de-activation and re-activation). The charge for re-location is $107 (incl GST - one-time).

-Nic

 

[maylyn]

Yes, still using the Zhone 2301 now. I think the Linkstar is only given out in areas serviced by exchanges where the VQ OLT there are also Linkstar. VQ didn't swap out all Zhone ONTs during the major outage last time, only in areas affected that necessitate it.

Not really different from other ISPs; Singtel uses a mix of Ericsson/Alcatel Lucent/ZTE.

And HuaWei OLT too for their 10Gbps/1Gbps plans (ONR) as well

10Gbps



1Gbps

 

[Zildjian]

is JW exchange down ? reboot my zhone still no connection

 

[viewqwest]

is JW exchange down ? reboot my zhone still no connection

Hi Zildjian,

No issue with JW network at the moment.

Able to PM me your details so that i can do a check for you?

Thanks
JasonTJ

 

[ramilcv]

Hi,

VQ user here from Punggol. No internet since this morning in my place.
Anyone from punggol area with issue?

trying to call VQ CS for 30 mins, can't get thru.

already did the usual, reboot ONT and Router several times.

thanks

 

[Zildjian]

Hi Zildjian,

No issue with JW network at the moment.

Able to PM me your details so that i can do a check for you?

Thanks
JasonTJ

hi sry for the late reply as i didnt expect anyone to reply already. pls check PM thx

 

[CCCustom]

Hey custom,

Let us know at least 2 weeks beforehand if you can. How it works is that the relocation will take place on the same day. NLT will deactivate the circuit at your current residence and activate it at your new one (typically there's a few hours of downtime between de-activation and re-activation). The charge for re-location is $107 (incl GST - one-time).

-Nic

Boss, sure or not, how come y'all charge so expensive? Your purple competitor charging $58 inclusive of on-site deactivation + activation service Y'all charging almost double

I'm actually terminating their service (contract over long time ago) at the place I'm transferring your service over to, btw.

 

[secureshell]

Hi,

VQ user here from Punggol. No internet since this morning in my place.
Anyone from punggol area with issue?

trying to call VQ CS for 30 mins, can't get thru.

already did the usual, reboot ONT and Router several times.

thanks

I think you should be calling tech support right? Am pretty sure their CS cannot help you with tech issues.

 

[viewqwest]

Boss, sure or not, how come y'all charge so expensive? Your purple competitor charging $58 inclusive of on-site deactivation + activation service Y'all charging almost double

I'm actually terminating their service (contract over long time ago) at the place I'm transferring your service over to, btw.

Hi Custom,

NetLinkTrust (NLT) charges $100 (w/o GST) for all re-location services. As NLT is in charge of all fibre installations in Singapore, this charge applies to all ISPs. Individual ISPs can decide to charge their customers more/less if they wish.

Best,
Nate

 

[^Tripper^]

Quick question, how is freedom DNS with Hulu and Netflix these days? Works?

 

[sg_fragGamer]

2GB Viewqwest for gamers

I am going to recontract with Viewqwest. Not sure whether to take 2GB or 1GB plan. For those who do Gaming and have the 2GB plan can I see some of your pings with screenshot (any game will do). Does the 2GB plan actually help with gaming? Especially connecting to US/EU servers. Thanks!

 

[Trans-Am]

I am going to recontract with Viewqwest. Not sure whether to take 2GB or 1GB plan. For those who do Gaming and have the 2GB plan can I see some of your pings with screenshot (any game will do). Does the 2GB plan actually help with gaming? Especially connecting to US/EU servers. Thanks!

Imo, the route of 1Gb & 2Gb should be the same. Only different is the download speed

Sent from ┬──┬ ノ( ゜-゜ノ) 
(ノಠ益ಠ)ノ彡┻━┻ using GAGT

 

[jjaks]

Hi jjaks,

Can you PM me your details so that i can do a check for you.

Thanks
JasonTJ

My issue finally resolved after 9 days. Turns out the fibre optic cables were damaged somehow probably when someone else on my floor connected their fibre internet, breaking my connection.

But my issue with VQ is not how long it took to resolve the issue. Its the poor CS that have pretty much convinced me to jump ship when my contract is up in Oct.

Calling them in the evening is a hopeless case.. put on hold for at least 30 mins (not toll free somemore).
Msging them on FB - the person answering says "I'll check and get back to you" - they never did. This happened at least 3 times
E-mail - 2 emails with no reply

Better still - today if I didnt call them in the morning and check on the status, [I had to chase them for update instead of they proactively letting me know] I wouldnt even have known NLT is scheduled to come to my place today. so I had to take emergency leave to be at home. No one even bothered to call me to inform me.

The icing on the cake is throughout the whole ordeal, not a single sorry was said! Even if the fault is not theirs, surely ur customer service handbook should tell u to apologize for the inconvenience and/or try to placate your customer?

Hopefully my experience will deter people who are thinking of joining them. The fact that their hotline is so hard to get thru to log a case is already a big warning sign. Once you sign away the next 2 years, gd luck to u if u have any problems.

 

[viewqwest]

My issue finally resolved after 9 days. Turns out the fibre optic cables were damaged somehow probably when someone else on my floor connected their fibre internet, breaking my connection.

But my issue with VQ is not how long it took to resolve the issue. Its the poor CS that have pretty much convinced me to jump ship when my contract is up in Oct.

Calling them in the evening is a hopeless case.. put on hold for at least 30 mins (not toll free somemore).
Msging them on FB - the person answering says "I'll check and get back to you" - they never did. This happened at least 3 times
E-mail - 2 emails with no reply

Better still - today if I didnt call them in the morning and check on the status, [I had to chase them for update instead of they proactively letting me know] I wouldnt even have known NLT is scheduled to come to my place today. so I had to take emergency leave to be at home. No one even bothered to call me to inform me.

The icing on the cake is throughout the whole ordeal, not a single sorry was said! Even if the fault is not theirs, surely ur customer service handbook should tell u to apologize for the inconvenience and/or try to placate your customer?

Hopefully my experience will deter people who are thinking of joining them. The fact that their hotline is so hard to get thru to log a case is already a big warning sign. Once you sign away the next 2 years, gd luck to u if u have any problems.

Hi jjaks,

Glad to hear that the issue is resolved, but i'm very sorry to hear about your trouble with our support staff. Actually i'm part of the social team so please accept my sincere apologies for not ensuring that you got the proper info/updates when you reached out to us on Facebook.

Can you PM me your NRIC and/or VQ account number? Even though the issue is now resolved, would like to investigate the case history to see where the ball(s) was dropped.

-Nic