Frequently Asked Questions

We are in this business since 2001. We are very strong in our corporate business, and we count many fortune 500 MNCs and local corporations within our clientele. We started providing our services to residential households in January 2012.

ViewQwest is an innovative Internet Service Provider that pioneered the removal of restrictive industry practices such as internal national bandwidth caps and traffic shaping. We have enhanced the flexibility of Fibre Broadband usage for our subscribers with best practices such as latency-based routing and free static IP address(es) for subscribers.

Our key benefits:

  • Latency-Based Routing (We actively monitor and seek out the fastest routes for popular online destinations on the Internet.)
  • No Traffic Shaping (Other ISPs slow down certain types of traffic while allowing priority to others.)
  • No International Bandwidth Caps (To international sites, such as Facebook, Google and YouTube. Connection speed to the rest of the world is more important than the speed locally.)
  • Dedicated 24/7 Technical Support

With our technical practices, the average download speeds you receive at home will be the fastest in Singapore^. We care very much about the human touch and every one of your queries is important to us – be it a simple question or a more complicated, technical one. Our customer service and 24/7 technical support teams are there for you via phone, email and social media.

^ http://www.speedtest.net/reports/singapore/

ViewQwest offers two kinds of 2Gbps plans. The first would be a 2Gbps – Single Network plan. This setup will give you a single network on a single IP address for easy access to printers and sharing of files, videos and music.

The second type of plan offered is a 2Gbps – Multi-Network plan. This setup offers two separate networks in your household, each running on an independent IP address. To find out more about how each plan works, read here.

ViewQwest does not throttle speeds or limit bandwidth even during peak hours.

LAN Connection :

  • 1Gbps: Download - up to 1Gbps, Upload - up to 1Gbps
  • 2Gbps: Download - up to 2Gbps, Upload - up to 1Gbps

Wi-Fi® Connection (under ideal conditions) :

  • 1Gbps and 2Gbps : Download - 100-200Mbps, Upload - 50-150Mbps

We promise that there are no international bandwidth caps on our Internet service. Also, we do not do traffic shaping.

We own our own Internet infrastructure, and we have a team of engineers who are always improving the infrastructure to better support the increasing customer base.

We’ve got you covered with 4 ways to sign up.

  1. Sign up from the convenience of your home via here.
  2. Drop by any of our retail outlets at the following locations:

Atland House: 200 Bukit Timah Road, Singapore 229862 

Operating Hours: Monday to Friday, 9am - 6pm (excluding Public Holidays)
Tel: 6866 1427

Experiential Booth: Sim Lim Square Level 1 (next to information counter) 

1 Rochor Canal Road, Singapore 188504

Operating Hours: Monday to Sunday, 12pm - 8pm (excluding Chinese New Year)
Tel: 6866 1918

Suntec Flagship Shop:  Suntec City Tower 5, #02-414/415
3 Temasek Boulevard, Singapore 038983

Operating Hours: Monday to Sunday, 10am - 10pm (excluding Chinese New Year)

Tel: 6866 1932

  1. Give our customer service a ring at (+65) 3102 0000 from Monday to Saturday, 9am - 6am, and we can help assist in the sign-up process.
  2. Email us at sales@viewqwest.com. We will gladly assist on any questions.

Check out our current product promotions and offerings !

A bill rebate is used to offset the monthly invoice amount until the total amount is fully redeemed. Currently, bill rebate will start from the 7th month after service date. The bill rebate cannot be used to offset any one-time charges, such as installation or activation fees. Do note that the terms and conditions for bill rebate is subjected to change without prior notification.

Typically, your internet service at your home would be activated within 2-3 weeks.

Within 1 Week: Upon signing up, our Customer Service Officers will process your application, and we will check to ensure your Fibre Termination Point (FTP) is available for use.

Within 2 Weeks: Your equipment – modem and router will be delivered with or without installation (based on the plan selected). Alternatively, you can also arrange for self-collection.

However, there are other factors that may affect your sign-up process :

  1. Your home’s Fibre capabilities: To sign up with ViewQwest’s Fibre Broadband, your home has to be Fibre ready. Should your home not be ready, NetLink Trust would have to send an installer to your home to setup your Fibre Termination Point (FTP).

  2. Fibre Capacity / FTP availability: This usually is evident if you already are subscribed to an ISP. There are 2 ports on the FTP, and one of them would be used by the existing ISP. Therefore, ViewQwest will provision our services using the other available port to ensure that there is no downtime. When this happens, we will arrange for a NetLink Trust FTP testing appointment during application. NetLink Trust will ascertain if there are sufficient Fibre capacity in the port that ViewQwest intends to use.

    Should there be insufficient fibre capacity, NetLink Trust will proceed with a complementary top up and/or rectification works. However, completion time differs from household to household, and we are unable to advise on the exact completion date.

  3. NetLink Trust appointment schedule availability: NetLink Trust handles all Fibre Termination Point installations in Singapore. Their schedule of availability for an installation date would also affect your sign-up process.

See also question 4.6.

 

Typically, the entire sign up process (processing, delivery and installation) takes 2-3 weeks. We would advise that you sign up without cancelling with your current provider just yet. Should there be any unforeseen circumstances, you would not be left without internet service - we know how stressful that can be.

You can check if your home is Fibre ready by checking here. If your home is not Fibre Ready, you can still sign up with us. We will then arrange for you to get a Fibre Termination Point installed before your service is activated.

FTP is a “must-have” in order to have fibre broadband access in your residence. It is installed by NetLink Trust (previously known as OpenNet). FTP has two ports which allows 1 residence to have 2 Fibre broadband connections concurrently. All FTPs in Singapore are also handled and managed by NetLink Trust.

The installation rates are as follows (inclusive of GST): HDB/Condo - $235.40 Landed - $481.50

Yes, you are eligible. If the 2-year contracts are not suitable for you, we have a No Contract plan with details that can be found .

We have a 10Gbps plan.  Are you ready for the blazing speed?

Yes, we do have No Contract plans. They can be found here

Yes, please send all corporate enquiries to corporate@viewqwest.com and our representative will be in touch shortly. You can also view more information at https://corporate.viewqwest.com/

We accept Debit and Credit Card payments from MasterCard, Visa and American Express.

There are three ways to update your credit card details with us:

  1. Update on our Customer Portal.

Link: https://customerportal.viewqwest.com/

Steps:
First time login:

  • Key in the NRIC/PP/FIN that you used when you signed up with us. (An email will then be sent to your registered email address that has been given during the sign up.)
  • Please click on the link in the email and proceed to add a password to your account. 

 Forgot password: 

  • If user forgets his/her password after registration, he/she can request for a password reset. The password reset link will be sent to the registered email address.
  1. Call our Billing department at (+65) 3102 0000. Our billing agent will help update your credit card details.

To ensure accuracy, we advise usage of our customer portal to update credit card details.

Every ViewQwest customer has a different billing cycle. This variation is dependent on your sign-up date as well as your service activation date. Customers would receive two types of bills :

  1. Your first ViewQwest invoice

Your very first ViewQwest invoice depends on your sign-up date. It would include any registration, installation fees and any equipment purchases. For annual payment customers, your first payment will be billed 1 week from date of sign-up. I.e. If I signed up on the 12th of June, I will be charged on 19th of June.

Online Sign Up: Charged immediately

All Other Sign Ups: Depending on the date of sign up, it would be charged on either the 1st, 7th, 14th, 21st day of the month. I.e. If I signed up on the 3rd of March, I will be charged on 7th of March.

  1. Monthly ViewQwest Plan

The invoice for monthly plan subscribers would be based on the service activation date. It would include all monthly service subscription rates.

Example: Your Fibre Broadband was activated on 8th of November. You will receive your monthly ViewQwest invoice on the 8th day of every month.

You will receive your bill 1 month in advance. I.e. You will receive March’s bill in February.

Our billing team will attempt the second deduction 7 days after the invoice date. Please be informed that should the second deduction attempt fail, the next auto deduction will be done on the following Tuesday or Friday. After 3 consecutive failures, the system will stop its auto deduction. If this situation occurs, please call us once you have sufficient funds to reactivate the auto-deduction.

You can do a self-pickup at the following address:

Atland House: 200 Bukit Timah Road, Singapore 229862 

Operating Hours: Monday to Friday, 9am-6pm (excluding Public Holidays)

After receiving your equipment, simply follow the self-installation guide that will be included in the retail box. If you have any difficulties, email to our Tech Support personnel or call (+65) 3102 0000.

Time 1Gbps 2Gbps
Weekdays 9AM – 6PM $80 Free
6PM – 8PM $120 $80
Weekends 9AM – 6PM $120 $80
Public Holidays No installations

*Charges are inclusive of GST

Yes, you can. However, our ViewQwest engineers are trained and best versed in troubleshooting for routers that we recommend. We may not be able to advise for other router brands. Please also note that certain routers may be configured to be locked to a particular Internet Service Provider setups, and may not be compatible.

For the 2Gbps Single Network, the 4-port Fibre modem must act as the primary router. Any other routers you plan to use must be set as an Access Point. If you wish to bridge the modem and use another router as the primary router, you'll need to subscribe to the 2Gbps Multi Network plan.

You are likely facing an Insufficient Capacity issue with your Fibre Termination Points (FTPs). All FTPs come with 2 ports, which would allow for concurrent fibre connections or for the first port to still be live while the second is being activated.

Unfortunately, in some cases, there may be insufficient fibre capacity or equipment in the backend infrastructure which NetLink Trust (NLT) is responsible for. In the event that NLT does not have sufficient capacity in their infrastructure, they will need to install additional infrastructure. This will cause a delay in your service activation date. In our experience, the issue usually takes between 4-8 weeks for NLT to resolve.

You can re-contract upon fulfilment of at least 21 months out of a 24 months contract.

To check on your re-contract eligibility, you can:

  1. Email cs@viewqwest.com stating your re-contract request
  2. Call us at (+65) 3102 0000 to speak with a Customer Service Officer who will assist with your re-contract queries
  3. Drop us a message on Facebook regarding your re-contract request

Your bill will be pro-rated accordingly, based on your chosen date of re-contract.

Yes, you can. You will have to complete a transfer of ownership form. Email cs@viewqwest.com with your request for transfer of ownership and we will send you the relevant form

Re-location charges are at $107 (inclusive of GST). Please email cs@viewqwest.com at least 2 weeks before your requested Re-location date with this form. Our team will then be in touch with you.

 We can do temporary account suspensions for periods of up to 6 months. Please note that there will be an extension to your 24-month contract.

There will be a recurring monthly charge of $16.05 (inclusive GST) during the requested suspension period. There will also be an re-activation fee of $26.75 (inclusive GST) upon re-activation of your suspended line.

Complete this form and email it to cs@viewqwest.com, so that we can process your request. Do note that it will be best to send the form 2 weeks before your requested temporary suspension start date.

Yes, we do allow early upgrades. Please refer to the in the table below, to see what plans you can upgrade to.

  Plans for Upgrade
Your Current Plan 1Gbps (Monthly Payment) 1Gbps (Annual Payment) 2Gbps – Single Network (Monthly Payment) 2Gbps – Single Network (Annual Payment) 2Gbps – Multi-Network (Monthly Payment)
Plans with less than 1Gbps
1Gbps
(Monthly Payment)
x x
1Gbps
(Annual Payment)
x x
2Gbps – Single Network
(Monthly Payment)
x x x x
2Gbps – Single Network
(Annual Payment)
x x x x

*Upgrades are subjected to terms and conditions which are subject to change without prior notice.

Here are 2 ways you can go about to upgrade your plan:

  1. Email cs@viewqwest.com stating your upgrade request
  2. Call us at (+65) 3102 0000 to speak with a Customer Service Officer who will assist with your upgrade request

If you would like to cancel your Fibre Broadband service with ViewQwest, you can proceed to

Please note that if you are still in an existing contract with ViewQwest, charges would apply. The amount charged would be dependent on the remaining months you are in-contract multiplied by the monthly subscription rate.

Upon paying the remaining months of the contract, you will also be required to return the modem to us. However, the router will need not be returned.

Firstly, please check if another device is facing a similar issue. If so, please proceed to turn both your modem and router off. Leave them be for about 2-3 minutes before rebooting both of them back up. Power cycling normally helps customers 90% of the time.

Contact us at (+65) 3102 0000 or email us at residential.support@viewqwest.com if this does not help, and we will get our Tech Support personnel to look into your case.

Firstly, please check if another device is facing a similar issue from the same server. If so, drop us a call at (+65) 3102 0000 or email us at residential.support@viewqwest.com. We will log a trouble ticket with our engineers for them to conduct further investigations to resolve your issue.

The first question to ask is - Am I on a wired or wireless connection?
You can refer here for the typical speeds of wired and wireless connections in Singapore.

If you are not getting 1Gbps speed for your connection, there are many factors to consider.

 

Are you on a wired connection or Wi-Fi®?

  • Placement of router (Is your router too far away from your device? Is it located not at a centralized place?)
  • Devices and their specifications (Older devices are usually more limited in terms of the wireless speed they can achieve.)
  • Specifications of router (Is your router bought a few years ago? With advancement of technology, new routers can have higher wireless throughput.)
  • Are there many walls or obstructions between your device and the router? (Wireless connection is weakened as it passes through walls, and can be affected by other electronics.)

If you are not getting 1Gbps speed on wired connection, try rebooting your modem. If the issue still persists, email our 24/7 Tech Support personnel residential.support@viewqwest.com or call (+65) 3102 0000, and we will assist to troubleshoot further.

Yes, you can proceed to do the switch yourself. However, if there are any difficulties you faced, do call us at (+65) 3102 0000 or email residential.support@viewqwest.com. Please also note that certain routers may be configured to be locked to a particular Internet Service Provider setups, and may not be compatible.

IP is the 'address' of your internet connection. A static IP is tied to your connection with ViewQwest and does not change each time your internet connection reconnects to the network. Static IPs are useful if you are using IP cameras at home or running servers in your home network and you want to connect to them directly from outside your home network.

With our 1Gbps and 2Gbps Single Network plans, ViewQwest will provide you a single Static IP address. We do not have the option to add on a second one. For a 2Gbps Multi-Network plan, 2 Static IP addresses will be provided. There is no option to add a third one.

Our Freedom DNS service is optimized for ViewQwest's Fibre Broadband and therefore you will need to be a ViewQwest Fibre Broadband subscriber to enjoy our Freedom DNS service. Simply connect any of your devices to our fibre broadband, and you will be able to access unlimited entertainment regardless of geographical restrictions.

You can opt for Freedom DNS service during registration, either via the online sign-up portal or indicate your interest on the application form.

Should you choose not to take up Freedom DNS service during registration, but change your mind after the service has been activated, please email cs@viewqwest.com to indicate your interest. Our customer service team will contact you to confirm the registration. Freedom DNS is chargeable at $10.70/month with no contractual period. 

We are always updating and optimizing popular sites for our Freedom DNS. If you would like to request certain sites to be supported by Freedom DNS, do feel free to suggest them in our FiberNet forum.

No. Freedom DNS works differently from traditional VPN service, which masks your IP address and has limited bandwidth.

Freedom DNS makes things simple – it is automatically embedded in your Fibre Broadband service. There is no need for any activation on your end. as above at your convenience and with ease!

No, there is no contract term for Freedom DNS. Sign up anytime and we will pro-rate the monthly charge accordingly.

Email cs@viewqwest.com with your request, and our customer service team will respond with a notification upon completion of your request.

Fibre-Guard is an optional security tool that assists parents in blocking undesirable content, such as pornography or extreme violence. You will be given an option to sign-up for this service upon registration. It will be free for the first 6 months, with a recurring $19.95/month (inclusive of GST) thereafter with no contract period. Please refer here to Infocomm Media Development Authority website for more information.

Currently, it is only possible to use either Freedom DNS or Fibre-Guard only.

ViewQwest TV Media Player (VQTV) is an Android™ based media player that allows you to connect your TV to the internet, unlocking unlimited entertainment for you. Simply connect ViewQwest TV Media Player to your TV via a HDMI cable. You can control the media player using either the remote control or a wireless mouse.

Yes. You can use ViewQwest TV Media Player overseas as long as it is connected to any internet service. However, some of the apps that utilises Freedom DNS in your VQTV might not work when you are not connected on a ViewQwest internet connection.

The latest ViewQwest TV Media Player comes with improved specifications and built-in DVB-T2 receiver. You can now watch local channels as long as you connect an antenna to the ViewQwest TV Media Player. To purchase the ViewQwest TV Media Player and antenna, visit here.

Yes, you can. In fact, there are 2 ways to connect the ViewQwest TV to the internet. You can either use Wi-Fi® or a wired connection with an Ethernet cable.

You can update the firmware of your ViewQwest TV Media Player via the following steps:

  1. Download the latest firmware from http://downloads.viewqwest.com/vqtv5/
  2. Copy the firmware to a USB Flash drive
  3. Navigate to “Mediabox > Update and Backup”
  4. Select the firmware located in the USB Flash Drive and click “Update”

You can try some simple troubleshooting

- Try rebooting your ViewQwest TV Media Player (switching on and off the power adaptor).
- If it is still not booting up, try connecting your media player to another power supply .
- It the media player is not switching on despite changing the power supply, you can do a, 1-to-1 exchange at our Bukit Timah Showroom, as long as your media player is within 12 months warranty period from the date of purchase.

You can opt for OneVoice™ service during registration, either via the online sign-up portal or indicate your interest on the application form.

Should you choose not to take up OneVoice™ during registration, but change your mind after the service has been activated, please email cs@viewqwest.com to indicate your interest. Our customer service team will contact you to confirm the registration.


Do note that OneVoice™ comes with a 12-month contract, and is chargeable at $3.95/month (inclusive of GST). A One Time Charge of $50 (inclusive of GST) is applicable for first time registration of OneVoice™ service.

Our OneVoice™ service is a phone service that works on VoIP, and thus it will only work if you are subscribed to ViewQwest Fibre Broadband service.

VoIP is an acronym for Voice Over Internet Protocol, which means that the phone service is delivered through your internet connection, without having to sign up with a local phone company.

Currently, we do not support porting over of number from another ISP. We are evaluating future options to address this issue.

Yes. You can simply make your OneVoice™ number private by opting for the Number Non-Display service at $5.35/month (inclusive of GST). Please note that this add-on service comes with a 12-month contract.

Yes. OneVoice™ service comes with a 12-month contract. Any termination of the service before the end of the 12-month contract will result in remaining contract value (i.e. $3.95 x remaining months) being charged to subscriber.

Should you wish to make any changes to your OneVoice™ contract, email cs@viewqwest.com with your request. Our customer service team will respond with a notification upon completion of your request.

Yes. OneVoice™ service comes with a 12-month contract. Any termination of the service before the end of the 12-month contract will result in remaining contract value (i.e. $3.95 x remaining months) being charged to subscriber.

No, with OneVoice™, you will be able to receive local outgoing and make incoming calls without any charges.

Yes. OneVoice™ service comes with a 12-month contract. Any termination of the service before the end of the 12-month contract will result in remaining contract value (i.e. $3.95 x remaining months) being charged to subscriber.

Yes, you can. However, do note that IDD rates apply. Click here for the latest rates.

Yes. OneVoice™ service comes with a 12-month contract. Any termination of the service before the end of the 12-month contract will result in remaining contract value (i.e. $3.95 x remaining months) being charged to subscriber.

You will receive an additional hardware called Analog Telephone Adapter (ATA) if you are subscribing to our 1Gbps service. It is an adaptor for your phone if you have subscribed to our OneVoice™ service. All you need to do is to connect the ATA to the modem and your digital phone to use our OneVoice™ service.

Yes. OneVoice™ service comes with a 12-month contract. Any termination of the service before the end of the 12-month contract will result in remaining contract value (i.e. $3.95 x remaining months) being charged to subscriber.

The number for OneVoice™ is given on a random basis.