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ViewQwest says broadband service will resume at the end of the week

SINGAPORE — Subscribers to ViewQwest’s broadband service who had problems connecting to the Internet over the past few days will have to wait until the end of this week before services start running again, the company said in a Facebook post on Monday (April 11).

SINGAPORE — Subscribers to ViewQwest’s broadband service who had problems connecting to the Internet over the past few days will have to wait until the end of this week before services start running again, the company said in a Facebook post on Monday. 

This is because the boutique Internet service provider is arranging on-site visits to replace the modems of all affected subscribers, and all replacements are expected to be completed by the end of the week, it said.

The customers who had been experiencing problems since last Thursday morning are under ViewQwest’s Ang Mo Kio Exchange circuit.

The company said that a hardware component had failed earlier that day, resulting “in loss of connectivity for some customers”, and its engineers had to do “a manual migration of all affected connections”. 

Even though it succeeded in the migration process initially, its hardware began “showing signs of stress” on Sunday night, and the stability of the connections were compromised. 

This means it will have to get its customers to use new sets of equipment. 

Subscribers expressed their frustration on ViewQwest’s Facebook page, with online user Walter Koh saying that “it took a whole week” before ViewQwest decided to go public with the situation.

Although the Internet service provider stated that only customers in Ang Mo Kio are affected, those in Punggol are also claiming to be facing technical difficulties. 

Facebook user Azli Ahmat said: “I’m having this problem from past Thursday until now. I’m staying (in) Punggol and (there are) no updates from yesterday until now.”

In response to queries from TODAY, ViewQwest said: “We apologise to our affected customers for the inconvenience and would like to assure them that we are doing everything we can to get them back online as soon as possible. 

“Our staff are working overtime and have been making house-to-house calls since (yesterday) morning to replace the old modems with new ones.”

ViewQwest was established in 2001, but it began its foray into the residential fibre broadband market in 2012. 

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