I hear lots of news that ViewQwest customer experience is one of the best out there. Is this really true? Id loved to share my ViewQwest experience and tips for those who are planning to sign up for a new Internet service Provider (ISP).
a) Being a boutique ISP, ViewQwest has little or no queues at the branches to sign up for this service. No waiting of 2 to 4 hours like other commercial ISPs. The 2 ViewQwest branches in Singapore have a clean simple layout.
- Personally I prefer the main Bukit Timah branch as it has a bright & cosy contemporary lounge feel to it.
- The other branch at Sim Lim is tucked at a corner the ground floor of Sim Lim Square. It might only look like a booth but the staffs are always willing to answer any queries that you might have. WiFi and Ethernet LAN cable is provided. So bring along your devices or use the computers provided at the booth to do speed test, torrent test, VPN or anything you want. Test it the next time you drop by SLS! If you are lucky you can find staff dancing for you like the video below. LOL.
b) Alternatively, you can simply sign up via online form and a customer service officer will call you soon. (From what I heard most ISP will call within 3 days)
c) If you are willing to wait till Mar, June, September, & December, ViewQwest offers at IT show will provide same contract with freebies! In the latest IT show, ViewQwest launched the new 2Gbps plan and upgrade all the lower tier speeds with same price.
Signing up to ViewQwest is relatively simple. Basically fill up 1 to 2 pages of forms and you are ready to for a fibernet experience.
Unfortunately, the installation of the nation’s OpenNet service will take 2 to 3 weeks to arrange and install. I understand that the new service providers are given very little control to OpenNet installation. New subscribers might not understand that the delay is caused by OpenNet and NOT ViewQwest. I had wished that someone notified me of this delay earlier.
Once OpenNet has been installed/tested, please call ViewQwest so installation can be arranged within 3-7 working days. A technician will arrive at your house to provide all the necessary modem, router and ViewQwest TV box with installation. The technician who came to my house was chatty and funny despite his old age. Installation ran quite smoothly for me.
I believe that after purchase service is where ViewQwest shines. Here are some instances where I contacted ViewQwest customer service.
1) Resolving Issues with Internet Service
I was having slow connection on one of the weekday nights and called ViewQwest 24/7 customer service support at 7.30pm. The officer patiently guided me through the process to adjust the router settings. Apparently the ASUS Router settings for LAN/DHCP Server— Default Gateway textbox should be emptied out. After I did that everything went to normal.
Technical officer advised to update the router firmware but Im unsure how to do it. So he offered to remotely control my Mac, update the router firmware and changed channels and other settings to optimize WiFi. I allowed total control to the technical officer. Within 15 minutes all systems got updated without me needing to do anything! Sigh of relief.
2) Checking speeds
Last weekend I decided to check my speed via speedtest.com and wasn’t too happy to receive 800Mbps out of 1Gbps. Being a nosy customer, I simply called and ONLY enquire on the minor speed drop. I have prior experience with other telcos who always answer that it is normal to receive 70 to 80% of the theoretical speed and ask to power off and on devices. That is the only extent that major telcos will go.
ViewQwest on the other hand, checked the backend systems on their server and came back to me to test the speed. Indeed it shot up to 924 Mbps. Thanks ViewQwest for listening to my “nitty gritty” requests.
3) Inquiry for upgrade from 1Gbps to 2Gbps
I leave a written message on ViewQwest website at midnight to show my interest to upgrade from 1Gbps to 2Gbps even when my contract haven’t ended. ViewQwest officer called me the next morning to guide me in the process of doing so. There wont be extra charges for upgrading from 1Gbps to 2Gbps. However, the 2 years contract will start from the date that you upgrade. Seems like a good deal for me, don’t you think? Im 1 form away from doubling my speed!
4) Prompt replies in Social Media
I use social media avenue for less critical questions that can benefit others with similar queries. So far the replies in facebook and hardwarezone forum has been quite promising. I was hoping the fibernet forum has been more active and customized for ViewQwest users. Nontheless, its great to have different contact options to resolve queries and issues!
ViewQwest customer service has been great since the day I got signed up. I do hope they continue to do so in the future. Kudos to the technical and customer service officers! Keep it up.