ViewQwest Fiber Broadband Official Thread - Part 5

[mecha_power]

Bad internet reliability

I am posting this on multiple social media services as I have grown frustated at the situation.

I am writing to express my utmost disappointment at the reliability of your company. Your CSOs have been polite and I wish to clarify that I appreciate their service. However I have been experiencing poor internet reliability issues for the past week. I have been on the phone for hours with 4 of your CSOs and even stayed home to swap out the GPON device. Your CSOs have tried mac binding which always fails once the router reboots. They have tried vlan switching as well. I have coorperated every step of the way but still no closer to solving the problem. I have switched between three different routers. All three routers work flawlessly on my backup singtel fiber line. The once reliable service I experienced for the past year is no longer so after last week.

Even now trying to contact your hotline support is a frustrating experience as I have been on hold for over 30 mins, I previously left a voicemail and no one has gotten back to me. I called in earlier in the morning to try to further resolve the situation. Even your CSOs admit as much that the equipment installed in my home has no hardware issues, it seems to be a configuration on your end that's causing problems.

So I wish to enquire how long more do I have to wait to get back the basic internet service reliability that you as a telco is supposed to provide?

 

[SOS9112001]

Saw someone posted the promotion on $888 2 years upfront payment for 1Gbps plan, is it still available? Tks.

 

[tkl23786]

Saw someone posted the promotion on $888 2 years upfront payment for 1Gbps plan, is it still available? Tks.

I just did a check on the Viewqwest website

It is regretful to inform that the offer is no longer being offered.

It has since been removed from the Viewqwest website

However, there is a new offer of SGD200 rebate on either router purchase or offset bills

details:
http://www.viewqwest.com/vqlp/broadband-promo-april2017/index.html

 

[SOS9112001]

I just did a check on the Viewqwest website

It is regretful to inform that the offer is no longer being offered.

It has since been removed from the Viewqwest website

However, there is a new offer of SGD200 rebate on either router purchase or offset bills

details:
http://www.viewqwest.com/vqlp/broadband-promo-april2017/index.html

Thanks will look elsewhere.

 

[viewqwest]

Saw someone posted the promotion on $888 2 years upfront payment for 1Gbps plan, is it still available? Tks.

Unfortunately no - the promotion expired yesterday. The current promo offers $200 that you can choose to either have as a bill rebate (applied straight away on service activation) or towards a selection of router top-ups.

I am posting this on multiple social media services as I have grown frustated at the situation.

I am writing to express my utmost disappointment at the reliability of your company. Your CSOs have been polite and I wish to clarify that I appreciate their service. However I have been experiencing poor internet reliability issues for the past week. I have been on the phone for hours with 4 of your CSOs and even stayed home to swap out the GPON device. Your CSOs have tried mac binding which always fails once the router reboots. They have tried vlan switching as well. I have coorperated every step of the way but still no closer to solving the problem. I have switched between three different routers. All three routers work flawlessly on my backup singtel fiber line. The once reliable service I experienced for the past year is no longer so after last week.

Even now trying to contact your hotline support is a frustrating experience as I have been on hold for over 30 mins, I previously left a voicemail and no one has gotten back to me. I called in earlier in the morning to try to further resolve the situation. Even your CSOs admit as much that the equipment installed in my home has no hardware issues, it seems to be a configuration on your end that's causing problems.

So I wish to enquire how long more do I have to wait to get back the basic internet service reliability that you as a telco is supposed to provide?

Hey mecha,

Can you PM me your NRIC and or VQ customer number? Lets see what we can do to get this fixed ASAP

-Nic

 

[rEe_TaN]

Generally, im definitely not a happy user and waiting for this coming may to terminate this line. So many DCs compare to other ISPs and yet, no compensations was make once.

 

[i-Movies]

So now VQ uses Starhub's route to China? Completely unreachable to pan.baidu.com

~ $ traceroute pan.baidu.com
traceroute to yiyun.n.shifen.com (123.125.112.218), 64 hops max, 52 byte packets
 1  192.168.0.1 (192.168.0.1)  1.990 ms  1.193 ms  1.062 ms
 2  132.147.123.1 (132.147.123.1)  28.590 ms  4.748 ms  3.949 ms
 3  singapore1.vqbn.com (132.147.112.67)  3.939 ms  6.099 ms  3.685 ms
 4  203.116.5.201 (203.116.5.201)  5.361 ms  6.149 ms  5.332 ms
 5  203.118.15.241 (203.118.15.241)  5.105 ms
    203.118.15.237 (203.118.15.237)  7.399 ms
    203.118.15.241 (203.118.15.241)  4.765 ms
 6  an-uts-int13.starhub.net.sg (203.118.15.230)  4.425 ms
    an-uts-int13.starhub.net.sg (203.118.15.234)  6.102 ms
    anutsi12.starhub.net.sg (203.118.15.182)  4.840 ms
 7  * 203.118.15.186 (203.118.15.186)  6.899 ms *
 8  * an-uts-int13.starhub.net.sg (203.118.15.234)  6.040 ms *
 9  * * *
10  * 219.158.24.125 (219.158.24.125)  492.440 ms
    219.158.107.121 (219.158.107.121)  606.605 ms
11  * * *

 

[jackycar]

Is it down now in punggol? Router keeps losing IP

Edit: ok it wasn't down. But VQ told me their dns kept rejecting my mac address of my new router all of a sudden. Whut?

 

[mecha_power]

Jacky car.. that's the exact same problem I have been having the past week. If you reboot your router does your mac address become lost again? Are you using asus rt-ac88u router also?

 

[SaruwatariShun]

They released a new TV box https://e-store.viewqwest.com/collections/mediaplayers/products/viewqwest-tv

Sent from YGO Duel Links: 528-172-493 TOS: 28455850 using GAGT

 

[zer0ne]

So now VQ uses Starhub's route to China? Completely unreachable to pan.baidu.com

~ $ traceroute pan.baidu.com
traceroute to yiyun.n.shifen.com (123.125.112.218), 64 hops max, 52 byte packets
 1  192.168.0.1 (192.168.0.1)  1.990 ms  1.193 ms  1.062 ms
 2  132.147.123.1 (132.147.123.1)  28.590 ms  4.748 ms  3.949 ms
 3  singapore1.vqbn.com (132.147.112.67)  3.939 ms  6.099 ms  3.685 ms
 4  203.116.5.201 (203.116.5.201)  5.361 ms  6.149 ms  5.332 ms
 5  203.118.15.241 (203.118.15.241)  5.105 ms
    203.118.15.237 (203.118.15.237)  7.399 ms
    203.118.15.241 (203.118.15.241)  4.765 ms
 6  an-uts-int13.starhub.net.sg (203.118.15.230)  4.425 ms
    an-uts-int13.starhub.net.sg (203.118.15.234)  6.102 ms
    anutsi12.starhub.net.sg (203.118.15.182)  4.840 ms
 7  * 203.118.15.186 (203.118.15.186)  6.899 ms *
 8  * an-uts-int13.starhub.net.sg (203.118.15.234)  6.040 ms *
 9  * * *
10  * 219.158.24.125 (219.158.24.125)  492.440 ms
    219.158.107.121 (219.158.107.121)  606.605 ms
11  * * *

Cost saving I guess. So slow in accessing sometimes. Nothing to shout about their speed nowadays.

 

[franstam]

Just outta curiosity........are there actually any happy vq users here? LOL

Most times happy user never post anything to complain, only most users come here with issues so thats why its like that.

I happy user for almost 4 years liao, up for recontract again in Sep 2017, most times the connection is stable, fast and latency is really really good to the servers i frequent.

Only issue is sometimes when there is outage occur, router cannot get WAN IP... happen so many times liao its like a given every time after outage must call NOC...

 

[franstam]

I'm ok with VQ too

That's why i recontracted with them after 2 years of service with them, and the price plan VQ is offering now is comparable to what other ISPs are offering. No longer 2 times more expensive than the average of the price plans of the other ISPs.

I'm at Marine Parade, so should be the East Exchange. Not much major issues.

Of course, if you stream contents from China or connect to game servers, there might be issues from time to time (as evidenced from posts here) which may not be completely faulted by VQ

As i do not generally run into issues, i do not usually contact the tech support or cust service or billing department. So i cannot comment too much on how good or crappy they are in handling calls (which i read from posts here that there are improvements to be made)

So in short, there will be people running into issues with VQ and the services provided, but at the same time, there are also people with no issues with VQ (most of the time, that is...)

To be honest, i really rather VQ dont play price war with other provider... quality suffer in the end, i rather pay a bit more for premium service that was before the price war happened, but you know...
price is the main factor when the normal consumer compare provider, how will VQ gain market share and new subscribers... but now i doubtful how VQ can survive playing price war

 

[sqgator]

To be honest, i really rather VQ dont play price war with other provider... quality suffer in the end, i rather pay a bit more for premium service that was before the price war happened, but you know...
price is the main factor when the normal consumer compare provider, how will VQ gain market share and new subscribers... but now i doubtful how VQ can survive playing price war

Agree with you, I am always willing to pay premium for better quality and services.

 

[YouKilledKenny]

They released a new TV box https://e-store.viewqwest.com/collections/mediaplayers/products/viewqwest-tv

Sent from YGO Duel Links: 528-172-493 TOS: 28455850 using GAGT

Dead on arrival for me. I just don't know what to do with the TV boxes, ended up giving them away.

 

[gascon7]

Maybe me? Very few problems so far with the exception of the sole major outage few months back. But I think it's likely due to a combination of exchange (JW) + equipment that makes it less problematic (Zhone 2301 and AC68U).

Ps:Just asked a friend staying in the East whom I recommended VQ to two years ago out of curiosity, apparently no issues there (he literally said very good when I asked for his opinion) and he just recontracted.

It's disconcerting for me to hear others here have issues though; there are probably some discrepancies in reliability across the board that needs to be ironed out.

I just signed up with them and am in the east. One voice is terrible quality. one sounds good when I call them. And sometimes at the 15-20 min mark call gets cut

 

[Qubicfactor]

I just signed up with them and am in the east. One voice is terrible quality. one sounds good when I call them. And sometimes at the 15-20 min mark call gets cut

I personally opted out for one voice, and my friend in the east doesn't use one voice either.

 

[jackycar]

Jacky car.. that's the exact same problem I have been having the past week. If you reboot your router does your mac address become lost again? Are you using asus rt-ac88u router also?

I was using an ac88u which was flawless for the longest time.

Perhaps it's your firmware? Check the ac88u thread, there's only one firmware that is stable for that router without dc.

I changed to a netgear Orbi, but also night suddenly lost mac binding also. Wth man

 

[franstam]

Dead on arrival for me. I just don't know what to do with the TV boxes, ended up giving them away.

DOA can exchange mah, they have 1 year warranty...
You still have the VQTV 5?

 

[omelet]

I was using an ac88u which was flawless for the longest time.

Perhaps it's your firmware? Check the ac88u thread, there's only one firmware that is stable for that router without dc.

I changed to a netgear Orbi, but also night suddenly lost mac binding also. Wth man

Currently on Netgear X4S no such issue. Which ONT did they issue you?
Also, under your orbi, internet setting, was it using router default mac address or use computer mac address?