Viewqwest apologises for service outage days after being named S'pore's Broadband Telco of the Year

Submitted by Stomper David, Yanz, Wong, Teo, Derrick

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Internet service provider Viewqwest has apologised after a service outage on Tuesday (April 11).

The outage was reported by Stompers David, Yanz and Wong.

Stomper Derrick said it happened at 1pm.

"The whole island was affected. By 5.20pm, service in some areas was restored. By 9pm, most were restored. But mine, still not yet." said the Stomper, who lives in Hougang.

"The hotline was unreachable. On Wednesday at 10am, I called for a case ticket. Till now, no one called me."

Viewqwest first acknowledged the outage at 2.14pm on Tuesday.

At 6pm, the company posted on social media: "As of 5:20pm, we have fully restored the reported outage affecting some customers across several areas."

But at noon the next day, Stomper Teo said there was still no service in Hougang.

"After almost 24 hours, the issue was still not resolved by Viewqwest," he said.

In its latest update, Viewqwest said: "Even though our network monitoring systems are showing that all services are restored, we assure you that we are closely monitoring and investigating your feedback and specific areas of concern."

A few days earlier, on April 7, the company announced on social media that it was named Singapore's Broadband Telecom Company of the Year at the 2023 Asian Telecom Excellence Awards.

"The award recognised our unprecedented 5-year run as Fastest Fixed Network in Singapore (Ookla Speedtest Awards) together with our highly successful SecureNet service, Singapore's first built-in broadband network security," said the announcement.

One customer commented during the outage: "You mean fastest to disconnect in Singapore and leave us with no Internet and no updates?

"And fastest to shut down your customer service hotline when faced with islandwide no connectivity? Fearless don't shut down your CS hotline la."