ViewQwest Fiber Broadband Official Thread

[Kazzi]

So..the conclusion is Netflix on PC still lousy with viewquest?

No, the conclusion is Microsoft Silverlight sucks.

 

[shadey]

So..the conclusion is Netflix on PC still lousy with viewquest?

Netflix on PC is lousy, period. Provider doesn't matter if Netflix codes for shiat.

 

[chech01]

Wow lively thread here

Guess this is the place for all things viewqwest and not their forum.

I have it installed a week back but as house is still under renovation, I could not see it in action.

Have always been with Singtel on their 10MBPS plan. I hope this fibre 150 plan is an improvement for me.

Although did not have any usage experience yet but so far my concerns are:

- No info on login information to the modem
- No info on login for the 3 months free something thingy. Suppose to be able to watch some TV or shows
- No info on the static IP
- No info on the phone - OK I chatted with the person online and got it from him. That sounds kind of unprofessional. Also, I thought I was given the impression that the IP phone number will end in one of the choices I gave but found that once I signed on the dotted line, they threw that instruction to the nearest dustbin. Now I am stuck with some horrible number.
- No manuals
- No welcome pack to say what I should do if I hit an issue. I hope this forum is not their preferred place for help

with the number of performance report here, I hope it was not a mistake to pay premium for lousy connection. Please prove me wrong.

Guess their VQTV is going to be a bug-bear. Hope do not have to end up spending more for an ATV. Wife will surely make noise as she was already not happy that I am switching to a more expensive plan and away from Singtel.

If VQ want to contact me please PM me and I am more than glad to provide my account info.

Thanks

 

[Technobagus]

Not only was Netflix bad, Crunchyroll was horrid too on Freedom VPN 2.0. I went back to UnoTelly DNS and poof, no more buffering..... Viewqwest needs to provide more bandwidth to their re-direction IP gateways.

 

[Integra.TypeR]

Recently encountering bad latency in SC2 HOTS. It has been happening for the past 3 days already. Already log a case with NOC but till now no answer from them.

The case ID is TT-00007571. Can someone please check and revert? It's really frustrating because i do not expect this from VQ especially the premium price i am paying. When i was on SH Cable 10Mpbs i never encounter such issue.

I also encountered very slow download speed when download from 33MD...

The latency is almost 400ms to SC2 Bnet servers..

Tracing route to 63.240.104.93 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.0.1
2 2 ms 2 ms 2 ms fnet1-f80-access.vqbn.com.sg [132.147.80.1]
3 2 ms 2 ms 2 ms 202.73.37.254
4 17 ms 5 ms 3 ms tsystems.equinix.transit.vqbn.com [202.73.47.66]

5 177 ms 179 ms 180 ms 217.239.40.213
6 181 ms 238 ms 190 ms 193.158.5.10
7 255 ms 255 ms 254 ms cr2.la2ca.ip.att.net [12.123.30.190]
8 253 ms 255 ms 255 ms cr1.slkut.ip.att.net [12.122.30.29]
9 260 ms 259 ms 258 ms cr2.dvmco.ip.att.net [12.122.30.26]
10 359 ms 360 ms 360 ms cr1.cgcil.ip.att.net [12.122.31.86]
11 360 ms 357 ms 358 ms cr1.cl2oh.ip.att.net [12.122.2.206]
12 394 ms 356 ms 358 ms cr2.cl2oh.ip.att.net [12.122.2.126]
13 360 ms 358 ms 360 ms cr2.phlpa.ip.att.net [12.122.2.210]
14 256 ms 336 ms 256 ms gar1.pitpa.ip.att.net [12.122.107.85]
15 257 ms 261 ms 257 ms 12.122.251.2
16 265 ms 265 ms 262 ms mdf001c7613r0004-gig-12-1.nyc3.attens.net [63.24
0.65.14]
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.

Lastly, VQ has yet to get back to me on my free trial of freedom VPN. Was promised by VQ CSO that they will get back to me on working weeks but till now still no answer.

Activation was fast but expectation from premium service was slow and bad.. you still have less than a month to convince me before i start dropping you..

 

[rescapind]

Not only was Netflix bad, Crunchyroll was horrid too on Freedom VPN 2.0. I went back to UnoTelly DNS and poof, no more buffering..... Viewqwest needs to provide more bandwidth to their re-direction IP gateways.

Same for BBC iPlayer. FredomVPN 2.0 --> buffering a lot. Unotelly --> much better.

 

[chaicka]

There are several urgent/emergency marine cables maintenance/cuts these few days. Maybe VQ can share more details on them for awareness.

 

[stiwipl]

I joined today VQ community. Applied at their Bukit Timah office which is modern, clean and allows you to test their services. I run few ping and traceroute tests to overseas locations and was rather positively surprised after having close to twice higher latency with SH cable on the same routes (200ms vs 380ms).

I have also requested AppleTV instead of VQTV and there was no problem with that. Installation date was confirmed same day and in my case it takes just one week which is great as I thought all have to wait 3-4 weeks.

The only caveats are:
- $400 deposit for foreigners which I find strange considering all charges are debited directly from credit card and I am sure monthly payments are taken upfront. This deposit remains frozen for as long as you use their services unless you become PR. This is quite strange, I believe the deposit could be held for some initial period of e.g. 12 months.
- lowest plan doesn't come with non contract option.

I chose VQ mainly based on users reviews here on HWZ, also on how VQ staff is active here responding to all questions and their willingness to optimise certain routes if required.

 

[NicBlais]

Recently encountering bad latency in SC2 HOTS. It has been happening for the past 3 days already. Already log a case with NOC but till now no answer from them.

The case ID is TT-00007571. Can someone please check and revert? It's really frustrating because i do not expect this from VQ especially the premium price i am paying. When i was on SH Cable 10Mpbs i never encounter such issue.

I also encountered very slow download speed when download from 33MD...

The latency is almost 400ms to SC2 Bnet servers..

Tracing route to 63.240.104.93 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.0.1
2 2 ms 2 ms 2 ms fnet1-f80-access.vqbn.com.sg [132.147.80.1]
3 2 ms 2 ms 2 ms 202.73.37.254
4 17 ms 5 ms 3 ms tsystems.equinix.transit.vqbn.com [202.73.47.66]

5 177 ms 179 ms 180 ms 217.239.40.213
6 181 ms 238 ms 190 ms 193.158.5.10
7 255 ms 255 ms 254 ms cr2.la2ca.ip.att.net [12.123.30.190]
8 253 ms 255 ms 255 ms cr1.slkut.ip.att.net [12.122.30.29]
9 260 ms 259 ms 258 ms cr2.dvmco.ip.att.net [12.122.30.26]
10 359 ms 360 ms 360 ms cr1.cgcil.ip.att.net [12.122.31.86]
11 360 ms 357 ms 358 ms cr1.cl2oh.ip.att.net [12.122.2.206]
12 394 ms 356 ms 358 ms cr2.cl2oh.ip.att.net [12.122.2.126]
13 360 ms 358 ms 360 ms cr2.phlpa.ip.att.net [12.122.2.210]
14 256 ms 336 ms 256 ms gar1.pitpa.ip.att.net [12.122.107.85]
15 257 ms 261 ms 257 ms 12.122.251.2
16 265 ms 265 ms 262 ms mdf001c7613r0004-gig-12-1.nyc3.attens.net [63.24
0.65.14]
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.

Lastly, VQ has yet to get back to me on my free trial of freedom VPN. Was promised by VQ CSO that they will get back to me on working weeks but till now still no answer.

Activation was fast but expectation from premium service was slow and bad.. you still have less than a month to convince me before i start dropping you..

Hello!

Thanks for providing a detailed traceroute - will let our engineers know about it so they can check what's going on with the route and get back to you regarding your case.

Will also check with our customer service with regards to your Freedom VPN trial.

Same for BBC iPlayer. FredomVPN 2.0 --> buffering a lot. Unotelly --> much better.

Not only was Netflix bad, Crunchyroll was horrid too on Freedom VPN 2.0. I went back to UnoTelly DNS and poof, no more buffering..... Viewqwest needs to provide more bandwidth to their re-direction IP gateways.

If you're encountering buffering/streaming issues with Freedom VPN, please make a post in the fibernet forums (forum.fibernet.sg) under the "Freedom VPN" section. The engineers in charge of Freedom VPN don't monitor hardware zone but they do monitor our forums so they'll be able to investigate and help you out

 

[chaicka]

I joined today VQ community. Applied at their Bukit Timah office which is modern, clean and allows you to test their services. I run few ping and traceroute tests to overseas locations and was rather positively surprised after having close to twice higher latency with SH cable on the same routes (200ms vs 380ms).

I have also requested AppleTV instead of VQTV and there was no problem with that. Installation date was confirmed same day and in my case it takes just one week which is great as I thought all have to wait 3-4 weeks.

The only caveats are:
- $400 deposit for foreigners which I find strange considering all charges are debited directly from credit card and I am sure monthly payments are taken upfront. This deposit remains frozen for as long as you use their services unless you become PR. This is quite strange, I believe the deposit could be held for some initial period of e.g. 12 months.
- lowest plan doesn't come with non contract option.

I chose VQ mainly based on users reviews here on HWZ, also on how VQ staff is active here responding to all questions and their willingness to optimise certain routes if required.

SingPower also hold deposit, even for Citizens. SingTel, M1, StarHub all have encountered foreigners chalking up high bill amounts and disappear into thin air without any revenue to collect the "debt".

OpenNet charges RSP on minimum 12 months of fiber connection.

Example: Foreigner A decides to "disappear" on the 4th month, that means VQ still have to bear all related "expenses" for the next 9th months. Lowest plan is $59.95/mth, multiply that by 9 will amount to $539.55. That's higher than the $400 deposit.

 

[edwin21]

There are several urgent/emergency marine cables maintenance/cuts these few days. Maybe VQ can share more details on them for awareness.

either VQ are unaware or just simply not monitoring the network load.

my download today hovers ard 100mbps to 140mbps from the usual 200mbps to 260mbps. some files download as slow as 600KB/s even with 16 connections!?

but as soon as i switch over to my starhub 150mbps fiber connection, all my download saturated starhub connection at 150mbps constant!

What happen to the fastest downloads speed for Viewqwest?

 

[magix]

There are several urgent/emergency marine cables maintenance/cuts these few days. Maybe VQ can share more details on them for awareness.

Wow if this is true, that explain why the internet speed is slow since friday.

 

[wolfgang13]

The only caveats are:
- $400 deposit for foreigners which I find strange considering all charges are debited directly from credit card and I am sure monthly payments are taken upfront. This deposit remains frozen for as long as you use their services unless you become PR. This is quite strange, I believe the deposit could be held for some initial period of e.g. 12 months.
- lowest plan doesn't come with non contract option.

This is something I also felt was strange.

I chose the 12month contract option.

I emailed VQ CS 5 days ago, asked if the $400 would be refunded at the end of the contract period- to which I havent had a reply yet.

If I am out of contract, and being billed in advance per month, on what basis does VQ claim to need a $400 deposit from me?

 

[viewqwest]

This is something I also felt was strange.

I chose the 12month contract option.

I emailed VQ CS 5 days ago, asked if the $400 would be refunded at the end of the contract period- to which I havent had a reply yet.

If I am out of contract, and being billed in advance per month, on what basis does VQ claim to need a $400 deposit from me?

The deposit amount will only be refunded upon termination of the service. The deposit still applies on our no contract plans.

 

[NicBlais]

either VQ are unaware or just simply not monitoring the network load.

my download today hovers ard 100mbps to 140mbps from the usual 200mbps to 260mbps. some files download as slow as 600KB/s even with 16 connections!?

but as soon as i switch over to my starhub 150mbps fiber connection, all my download saturated starhub connection at 150mbps constant!

What happen to the fastest downloads speed for Viewqwest?

I believe the undersea cable problems that Chaicka was referring to have to do with the Unity undersea cable http://en.wikipedia.org/wiki/Unity_(cable_system)

Not too sure what happened exactly, and unfortunately can't seem to find any articles/links about it online. Just heard from our engineers that they had received notice that something was wrong with the cable but it should be fixed and back to normal by the 14th.

Our engineers have rerouted traffic for now. Since we have more than enough bandwidth to spare, the impact on you guys should be very minimal. If you're experiencing very low speeds or high latency please do contact NOC so they can help troubleshoot - it's definitely not normal and we can help

On a side note - we've got some pretty exciting news coming up soon that should make you guys pretty happy! For now all i can say is that it has to do with the network and keeping the promises we've made to you all

 

[wolfgang13]

The deposit amount will only be refunded upon termination of the service. The deposit still applies on our no contract plans.

Understand it will only be refunded upon termination of the service.

However, it still doesn't answer my question..

All other services I have asked this question to (SP Services etc), have been able to provide a valid reason. I would expect the same from VQ if they're taking my money..

So I ask again..

"If I'm out of contract- on what basis does VQ claim to need a $400 deposit from me?"

 

[Dr_ARCHer]

"If I'm out of contract- on what basis does VQ claim to need a $400 deposit from me?"

Could it be that

A) you need to return VQ the equipment when you no longer use their services, and there is a chance that the equipment may be out of order?
B) The service is a postpaid service, and you might not settle the last bill when you inform them you want to terminate the service?
C) You move out of the premises and did not inform them you want to terminate the services, and you did not settle the bill for a few months.

Generally, deposits are meant to offset the costs such as spoilt equipment, unpaid bills etc. of course the amount of deposit should be reflective of the likely cost. For example, if the equipment costs only $50 but a $500 deposit is needed, then the deposit amount is not reasonable.

 

[wolfgang13]

Could it be that

A) you need to return VQ the equipment when you no longer use their services, and there is a chance that the equipment may be out of order?
B) The service is a postpaid service, and you might not settle the last bill when you inform them you want to terminate the service?
C) You move out of the premises and did not inform them you want to terminate the services, and you did not settle the bill for a few months.

Generally, deposits are meant to offset the costs such as spoilt equipment, unpaid bills etc. of course the amount of deposit should be reflective of the likely cost. For example, if the equipment costs only $50 but a $500 deposit is needed, then the deposit amount is not reasonable.

I think most of these are reasonable. Just wanted some clarification from VQ.

RE: Point A. I think this is the most valid. But interested if the deposit is still required if you're using your own equipment?

RE: Point B. Given that you pay a month in advance, I assume that the service is just cut off if you don't pay?

RE: Point C. As above. You pay your monthly fee in advance, so they can cut the service off if you leave without informing them.

RE: Point B and C, I assume VQ wouldn't let the account get more than 1 month in arrears before terminating the service..
Which means the most they are exposed to is a full months fee..

I'd really like a response from VQ about this.

Understand the need for a deposit for foreigners if you're inside a contract..
However, a $400 deposit (that's held indefinitely) if you are paying month to month and not in contract seems excessive and to be completely honest, quite un-warranted.

Look forward to VQ's response. Coming up to 6 days now.

 

[viewqwest]

I think most of these are reasonable. Just wanted some clarification from VQ.

RE: Point A. I think this is the most valid. But interested if the deposit is still required if you're using your own equipment?

RE: Point B. Given that you pay a month in advance, I assume that the service is just cut off if you don't pay?

RE: Point C. As above. You pay your monthly fee in advance, so they can cut the service off if you leave without informing them.

RE: Point B and C, I assume VQ wouldn't let the account get more than 1 month in arrears before terminating the service..
Which means the most they are exposed to is a full months fee..

I'd really like a response from VQ about this.

Understand the need for a deposit for foreigners if you're inside a contract..
However, a $400 deposit (that's held indefinitely) if you are paying month to month and not in contract seems excessive and to be completely honest, quite un-warranted.

Look forward to VQ's response. Coming up to 6 days now.

First and foremost it is stipulated in our terms and conditions that we require a deposit from foreigners. Should you wish to commit into an agreement with Viewqwest then you need to agree to be bound by our terms and conditions.

That being said, in most cases the Zhone ONT is provided on a rental basis to customers. Should the customer not return this equipment Viewqwest will be left out of pocket.

We also do not practice the suspension of customers upon failed deductions, as we would like to believe most people would like to pay their bills and the reasons for failed deduction are purely coincidental.

 

[wolfgang13]

First and foremost it is stipulated in our terms and conditions that we require a deposit from foreigners. Should you wish to commit into an agreement with Viewqwest then you need to agree to be bound by our terms and conditions.

Understand that..
Are customers not allowed to ask questions about the T&C's?
You seem slightly on the defensive.
I got a more reasonable (and polite) response from someone on this forum that doesn't even work for VQ.

That being said, in most cases the Zhone ONT is provided on a rental basis to customers. Should the customer not return this equipment Viewqwest will be left out of pocket.

What if the customer is not using VQ's equipment?
That is my question.

We also do not practice the suspension of customers upon failed deductions, as we would like to believe most people would like to pay their bills and the reasons for failed deduction are purely coincidental.

Are you saying you allow customers to not pay their bill, and leave the services running?
I find this hard to believe, and slightly misleading.
Surely there is a standard practice to suspend services if there's non payment for a period of time??