Quic contact information

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#3224773 30-Apr-2024 21:34

myfullflavour:
michaelmurfy:

There is no contact. It is entirely self managed as per their website. Sometimes the Quic guys may help out here on Geekzone but that's about it. .

I dunno.. I think the whole Quic experiment has proven there is still value in being able to access support from your ISP.

I've got a Quic connection, I don't think it's ever made two weeks without some sort of outage or degraded service.

48 days and counting on one service, but you take the good with the bad given it's clear it's a self service on the main page and the growth they have seen, with the upgrades ect.....

I'm pretty pumped at the detail on outages, yeah, less than ideal, but you do know why with good reports

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#3224849 1-May-2024 01:44

myfullflavour: I dunno.. I think the whole Quic experiment has proven there is still value in being able to access support from your ISP.

I've got a Quic connection, I don't think it's ever made two weeks without some sort of outage or degraded service.

I'm going to be perfectly honest here and call you out. You're literally an ISP with your own AS and network, you're not posting from a Quic / Vetta IP currently and you've also had a wee history with comments about other providers here too that I've personally seen (and even experienced) over the years.

Yeah, you may be right in your situation but it isn't my personal experience - it's been honestly rock solid for me and others. Instead of posting potential defamation (seeing you've posted a number of times now comparing Quic to "another ISP" also) I recommend you hold off on further comments because to me it does look like a potential competitor conflict of interest type situation. You know who the people are behind Quic so if you notice a problem then perhaps have a chat to them directly.

I also wouldn't say it is an "experiment" given what I know about their growth over a very short time. If you do want support, you could always churn over to Vetta who have the same control panel but with a support line you can call up - they cater for both types of customers but at different prices also to reflect this. The expectations are set from the very beginning with Quic on their website but something I might recommend to them is if they perhaps link to their parent for those who do need support.

They're also very good at updating https://status.quic.nz/ with quite a fair bit of detail when a problem occurs. Many providers can learn from this...

Michael Murphy | https://murfy.nz
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dnwright

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#3224874 1-May-2024 08:01

The "Is Quic right for you?" section on the front page of Quic's website does point to Vetta Online if you don't answer yes to the four questions.

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myfullflavour

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#3224979 1-May-2024 12:38

michaelmurfy:
I'm going to be perfectly honest here and call you out. You're literally an ISP with your own AS and network, you're not posting from a Quic / Vetta IP currently and you've also had a wee history with comments about other providers here too that I've personally seen (and even experienced) over the years.

I use Quic as a second connection at one of my sites (backup out of band purposes).

Happy to send you you my Quic smokeping, it looks quite poor next to the primary connection on the same router.

Shaun can confirm this if you like, I've sent him the smokeping graph's in the past.

I'd love to know how yours is rock solid, when my smokeping and Quic's own status page shows they have regular issues every other week. Maybe you are on a premium plan?

I stand by my comments about support - if a regular "pro" user found out about Quic but was unaware of methods to get help e.g. via channels here on GZ, they'd be pretty stuck trying to resolve any performance issue.

michaelmurfy

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#3224985 1-May-2024 12:48

myfullflavour:

I use Quic as a second connection at one of my sites (backup out of band purposes).

Happy to send you you my Quic smokeping, it looks quite poor next to the primary connection on the same router.

Shaun can confirm this if you like, I've sent him the smokeping graph's in the past.

Feel free to PM it to me and I'll compare it against others I have access to.

I'd love to know how yours is rock solid, when my smokeping and Quic's own status page shows they have regular issues every other week. Maybe you are on a premium plan?

You know yourself that isn't a thing. I'm a regular paying customer like everyone else.

I stand by my comments about support - if a regular "pro" user found out about Quic but was unaware of methods to get help e.g. via channels here on GZ, they'd be pretty stuck trying to resolve any performance issue.

Support - yeah, I somewhat agree but it is covered off on signup. But performance issues and the other comments you've made? Seeing you run your own ISP and have a history around here keep those comments to yourself. You'll note no other provider on here makes those sort of comments and if they do it's not in the public, keep it professional. I have personally not encountered any performance problems this year apart from the widely known problem between Asia and the EU due to fibre cuts in the Red Sea but this is currently affecting everyone.

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#3224991 1-May-2024 12:54

michaelmurfy:

you're not posting from a Quic / Vetta IP currently

This seems like abuse of moderation powers.

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michaelmurfy

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#3224998 1-May-2024 13:02

muppet: This seems like abuse of moderation powers.

Moderators can see this at a glance. I didn't disclose where he was posting from because that would be a privacy breach but as you know all IP addresses are recorded against posts here as per the privacy policy. Moderators can use this information to verify FUG breaches including Wheaton's Law in this case. So, not abuse at all, it's part of the rules on here.

Anyway, back on topic please...

Wara

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#3225173 1-May-2024 18:42

As someone with no association with Quic or myfullflavour, I was surprised by michaelmurphy's strong pushback against comments by myfullflavour, at least as far as this thread goes. The gist of the thread is that consumers of Quic, no matter how technically experienced, will at some stage need more assistance than is currently provided by standard Quic channels.

Myfullflavour, as a user of Quic, made comments supporting others in the thread and noted their own experience with Quic. That seems reasonable.

Michaelmurphy's response to myfullflavour may, unfortuately, have discouraged those who have already posted on this thread or who may have intended doing so. The thread died at that point. I am miles away from the technical capability to use Quic but this discussion was still interesting to a layperson.

3l3m3nt

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#3225188 1-May-2024 19:22

Maybe time for me to chime in. I've been a Quic user for a good few months now. I was even part of their beta tester group when they upgraded their network.

I may be a bit biased (ok definitely biased), but I think trying new things in the industry takes a lot of courage and I was more than willing to support Quic in their endeavours of providing a no-frills geek friendly service. When I initially signed up, I knew what I was in for. It was quite obvious to me what I was signing up for and it was exactly what I wanted!

Sure, I'll admit the service has at times had a few blips but behind the scenes I've seen some very passionate individuals working tirelessly to provide an awesome internet experience. That passion is quite clearly shared by the moderator here too (in case you haven't noticed lol).

If there's ever an issue, I can always log a fault via their portal. That's all I ever need anyway. It certainly beats sitting in a hold queue waiting to talk to a call centre drone who wants to sell me something I never asked for.

Quic is not for everyone, it's for techy geeks. They tell you that, we all know that and I love it for that!

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MaxineN

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#3225196 1-May-2024 19:39

3l3m3nt: Maybe time for me to chime in. I've been a Quic user for a good few months now. I was even part of their beta tester group when they upgraded their network.

I may be a bit biased (ok definitely biased), but I think trying new things in the industry takes a lot of courage and I was more than willing to support Quic in their endeavours of providing a no-frills geek friendly service. When I initially signed up, I knew what I was in for. It was quite obvious to me what I was signing up for and it was exactly what I wanted!

Sure, I'll admit the service has at times had a few blips but behind the scenes I've seen some very passionate individuals working tirelessly to provide an awesome internet experience. That passion is quite clearly shared by the moderator here too (in case you haven't noticed lol).

If there's ever an issue, I can always log a fault via their portal. That's all I ever need anyway. It certainly beats sitting in a hold queue waiting to talk to a call centre drone who wants to sell me something I never asked for.

Quic is not for everyone, it's for techy geeks. They tell you that, we all know that and I love it for that!

I do agree with most points and as someone who is technically minded and has worked for a telco (I'm still free 😁) there are just some things you cannot do even if you are a tech savvy individual and you will need to find a way to contact them.

I'll quote myself:

Let's take my issue where I cannot set my rDNS due to a invalid TLD(but it is valid). How can I inform Quic of this issue if I wasn't a GZer? (this is now fixed, thanks Saf :) the TLD was not added on their side for those who are curious)

How do I inform Quic that there's some extreme scenic routing going on with traffic?

How do I inform Quic if the payment processor fails due to something out of my control?

Again if I wasn't a GZer how would I raise a concern about any of the three(and I am sure there are plenty more edge case questions)?

Not everyone who is in IT or Telco is signed up to GZ. The people who are here, and do post under their work tags are volunteers. They have no obligation.

This also means we shouldn't attack them or throw shade at our peers.

It certainly beats sitting in a hold queue waiting to talk to a call centre drone who wants to sell me something I never asked for.

I do agree. I'll even throw the extreme and say logging bogus faults is a waste of everyone's time. Surely you can setup automation to prevent a user or perhaps immediately reject a ticket if it sees the ONT and the WAN session is active, this would probably kill the majority of them. You can re-direct users to the support articles.

The foundation is already there. Just needs the small human touch every now and then.

The difference is $5 between Vetta themselves and Quic for UFB Max. Maybe that's the difference to not have a help desk of sorts.

As an industry peer. I want to see them grow and provide feedback, good and bad. This is a great ISP for me. But again, there is just that one edge case that needs a helping hand from someone in the business. That source cannot be GZ 24/7.

Kind regards
Maxine

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3l3m3nt

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#3225212 1-May-2024 20:43

Yeah, perhaps a support desk ticketing system would be nice. They'd need to define the parameters around that though. Someone human has to deal with those, so that of course comes down to cost.

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michaelmurfy

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#3225213 1-May-2024 20:50

Or even perhaps a simple feedback form? I think they were looking into doing something like that. Keeps the self service side of things while giving customers the ability to provide feedback or even let them know of things like problem routes etc.

I remember last year they tried live chat but it didn’t last long.

MaxineN

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#3225222 1-May-2024 21:07

michaelmurfy:

Or even perhaps a simple feedback form? I think they were looking into doing something like that. Keeps the self service side of things while giving customers the ability to provide feedback or even let them know of things like problem routes etc.

I remember last year they tried live chat but it didn’t last long.

The problem with that is I know what humans will do as a human.

We're curious.

Humans are curious about pushing boundaries.

It will just eventually turn into a support form.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

alavaliant

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#3225420 2-May-2024 08:43

I feel I should note that the existing 'Lodge Fault' form can be used to lodge tickets for more than your connection being totally down. For example when I moved to quic I selected static ip, but the ipv6 static subnet wasn't setup. So I logged it as fault, and quic quickly fixed it for me. So we effectively do have a way to log tickets with quic on matters.

SirHumphreyAppleby

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#3225425 2-May-2024 09:18

alavaliant:

So we effectively do have a way to log tickets with quic on matters.

The trouble with the ticketing system is it requires an account and creating an account requires you to sign-up.

It doesn't help users who need pre-sales information and want to ensure that particular requirements can be met. A simple contact form (or e-mail address) is all that is required.

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