ViewQwest Avis 186

Impossible to cancel. I've submit a cancellation request via their online management portal, and was informed that they'd contact me. They then called my personal mobile number and tried to convince me to stay, and I said no.

Then a month goes by and I get another charge to my card. I send them an email via their residential support address asking what's going on. No reply. I've been charged another time since then, with multiple attempts to get in contact with them via different means (except by phone, since I'd prefer not to endure the wait times).

My guess is that this is either extreme incompetence, or they have shady sales/support people who get an incentive if they convince a customer to stay (e.g. a percentage of subsequent revenue or something idk), so after the phone call he marked me down as not having cancelled, so he could get paid.

I guess my next step is either sit on their support phone line for a few hours, or to contact the CCCS and my bank.

I haven’t even started the service, but my customer support line experience was, in my view, hot garbage. I needed help with changing the date of my Netlink Trust Activation Date because the invoice that was generated had the wrong date.
You first have to wait at least 15 mins 1 Residential > 4 Installation help > to even get on the line with someone. That person cannot help with the issue, they have to transfer you to yet another team.

This second person also cannot confirm on the call whether the date can be moved up - mind you we were asking for at least 3 business days from the call. They say their other team needs to handle the request. I leave it at that and hang up. No acknowledgement email - nothing on record showing the email is being processed. I have to call again at the end of the day to follow up - same long drawn out process, same response that the person on the line cannot confirm dates.

Only then do I get an ACKNOWLEDGEMENT EMAIL that the request is being looked at. 5 business days pass and STILL NOTHING - not even an indication of when the next earliest date is. I’ve sent multiple email chasers to no avail.

Now I’m worried they will mess up the (wrong) date that was stated in the initial invoice.

Weaponised incompetence--they struggled to locate our account because the account itself is still linked to our old address (five years ago) in their system, although we've been receiving monthly bills at the correct, new address. Requested 3rd party authorisation for managing the account, weeks ago, and somehow, it's still pending despite several follow-ups. Mindblowing, really.

My biggest mistake was to sign up with Viewquest. Service is down so much. Never had a single problem with Singtel.

Absolutely abysmal customer service. So called 24/7 customer service is a complete lie. They leave you on hold until you give up. Send an email and no answer. The only way to get their attention is to stop paying your bill.

Downtime is unbelievable

everytime i always Dc from my game suddenly. always gave me crap excuses and also do MAINTAINCE without warning. they only think that it always on time is the deduction of bill. 70 per month with crappy network is no joke.

The worst ever! Use them at your own risk. From the connection to the customer service, everything is a fail.

The customer service experience is really bad. I wouldn't recommend it at all.

They essentially can't solve any problems, always putting you on hold and only delay hoping you won't follow up after.

If there are no issues, it's ok. But the problem is the moment you have issues, you realize it is not worth the trouble

Shady promotions! You will end up paying more! DON'T USE THEM

internet is decently fast and customer service is good. however, in the past 1-2 weeks, on a daily basis, the internet would be interrupted and required me to unplug and replug the ethernet cable between modem and router which is increasingly annoying

Very lousy internet connectivity.why this type of company exist. They con people to subscribe to their service.

Poor customer support & technical support.

I was told that i had to pay for a Price increase due to the higher cost of power. fine. I had the option to terminate my datacenter contract, so I did. I migrated out of their DC.

Now comes the hard part. According to their OWN rules, i could not terminate on short notice. Now get this. I had to give them 3 months. So i did not contest that anymore and paid for the 3 months which ends on June 30, 2023.

Here is where it gets worse, so with several back and forth to coordinate the Access pass and loading bay #, i get the email that contained both the Access Pass and Loading bay #1 for June 11, 2023.

I go there with my sons to pack up my heavy servers into large boxes. As we were at the loading bay, we were told by STT Global staff that we could not remove OUR own equipment without Clearance.

What?? why should i need clearance to remove my equipment when i have settled my bills with ViewQwest. To make it short, STT Global required us to return our heavy servers back to the rack. And we had to suffer paying the lorry for doing nothing.

Oh and it gets worse. Now I ask my Account officer for a date as to when I can get the clearance.. The answer: "they are working on it.."

Phone calls to her and her manager are unanswered. A complaint filed with their customer service contact returns with "Case is solved".

I have all the email trails with me. And I am of course venting my frustration here. I am also hoping no one else suffer the same fate I had.

It is really easy to work with this guys, the speed is also good. Sometimes they spend on the phone with me more than 20-30 minutes to solve an issue or just explain something. And I really cant explain why but during the weekends the speed drops a bit but still not pain to die from.

Updated as of 12 April 2023 -
Internet is back ytd at 5.20pm. With no reasons stated why, just an email of apology to avoid answering the WHY to users. Tested my speed earlier on my 1GPS Subscription, Download speed is 81Mbps and Upload speed is 73.8Mbps. Tell me issit normal? I’m starting to really get frustrated.

11 April 2023 -
So today, the wifi was down since morning. Until now- 5.16pm. Help desk line was engaged, or either line wasn’t engaged but not picking up.

Can I file this to CASE singapore? I know that service disruption is not encouraged. Seen cases like starhub or singtel wifi down just for few hours and it’s unacceptable already. This is alrdy down for 8 hours and more.

It’s just bad luck for me to sign up with them for 3 months +

Signed up for 1Gbps in Jan 2023, first day was so good, tested speed was 800-900mbps and that’s fine but after 2 days, it’s always getting 100-300mps. Called in March 2023, Technician called back and said ITS NORMAL. If it’s normal, don’t sell it at 1Gbps, just sell it at 200mbps and user will be happier if they see it reached 300mbps.

Seeing the website home page displaying that they are awarded the FASTEST internet provider for 4 years just made me laughed off.

Let’s go straight to the point, the network is horrible. I signed up for a 2gbps plan, but the download/upload speed I’m getting is 1-2mbps.

Yes you read that correctly and it’s not a typo. I’m only getting 1-2mbps even though my plan is 2gbps. And it’s not even consistently at 1-2mbps. It fluctuates constantly and drops to 10kbps sometimes.

Serious waste of money, time and effort.

Rubbish company, avoid like the plague. Horrible service, promised installation, the person didn't show up. And then we were left without internet for over ONE MONTH. They also trap you into a 2 year minimum contract even if you're only in the country for one year. Horrible customer service. We regret our choice to go with ViewQuest, so to M1 instead.

Unreliable service provider and bad customer service. WiFi signal is poor even though my device is merely 8metres away with no obstruction. Worst still, monthly subscription price charged is different from actual price stated in invoice. Despite corresponding with customer service a few times, they could only admit it as a technical glitch, apologise but refuse to terminate contract. I have taken my case to the Consumer Association of Singapore for assistance. Do not be misled by their promo price stated on website.

I signed up in 2020, and I'm ending my contract with them today. I hope whoever sees this, considering signing up with VQ, NOT to consider it at all. The cheapest service is also the worst. Can watch Youtube, but can't play games as the ping is too horrible.

Also, i have to return the modem + cables to them after contract in order to end it. Ridiculous.