Is Quic stable enough to move to with two people wfh

Forums › Vetta and Quic › Is Quic stable enough to move to with two people wfh

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#3249541 16-Jun-2024 09:09

ssamjh:

Last nights, outage for example, at 10pm I found that I only lost connection to the Valorant Sydney server but Discord (also Sydney) stayed connected. In my mums case, a website she was looking at stopped working. She called to ask if that website was down because "it's the only one not working". Now, that's an interesting point, because the average user will probably blame the website they're accessing and not the ISP. But because the main amount of Quic users are fairly adept, we're quick to notice the problem and say something about it. This is just the nature of how a brand aimed at nerds (let's be real) works. Small issues are going to be noticed more often and called out. Just last night, I was saying that when I complain about an issue, it's because I truly care about Quic.

I actually thought everything was down at first. The website I was using at the time stopped working all of a sudden, so I tried opening Geekzone and it failed too. Then I grabbed my phone and tried GZ on there, and still nothing. At that point I assumed that nothing was working. I switched to 4G and sent a message to a friend, and was surprised to see it replicate into the messaging app on my laptop.

I've been with Quic for six weeks and this is the fourth issue that I've noticed. There may have been more while I've been asleep or at work (one of the comments above says it went back down at about 11:00) and I'm considering paying a little more and moving back to a more reliable provider.

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#3249558 16-Jun-2024 10:47

@Gurezaemon:

They were cut a lot of slack for down-time that would have been a major deal for any other provider - along with attitudes that made me wonder at times if there was something in the FUG along the lines of "thou shalt not say bad things about Quic".

regarding the quoted bit above. There isn't now, or there wasn't a preference from Geekzone (myself @freitasm) for one ISP or another.

I certainly never put anything in the FUG to benefit one ISP or another.

People support who they want to support. QUIC did a good job of getting people's sympathy. Not since @RalphFromSnap (Snap being the small ISP later acquired by 2degrees to enter the broadband business) have we seen so much support.

This is marketing done well.

And this has absolutely nothing to do with me. I do not have an affiliate code with QUIC, and I do not use QUIC (although my contract with my current ISP is ending this month, so I will evaluate a few ISPs for myself soon).

When saying something about the FUG you are talking about the essence of Geekzone. And I really dislike any implications of favouritism because there is none. You have been here long enough and should know it.

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#3249559 16-Jun-2024 10:49

michaelmurfy:

It’s fine. I find it reliable and work from home. No matter what provider you pick there are problems every now and then. 2degrees, the other night had what appeared to be dodgy routing and a week prior had a major outage just as a single example. The thing is when you’ve got a whole lot of technical users on an ISP designed for technical people those users are also very quick to jump onto issues. Issues happen with all providers but the major providers have users say “oh WiFi is down” instead “there’s dodgy routing from the BNG to this”.

Correct. Using 2degrees and I was disconnected four times, starting at midnight - mid-gaming, which annoyed me very much. Some people in a private chat mentioned still having problems the next morning.

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#3249613 16-Jun-2024 11:21

freitasm:

@Gurezaemon:

They were cut a lot of slack for down-time that would have been a major deal for any other provider - along with attitudes that made me wonder at times if there was something in the FUG along the lines of "thou shalt not say bad things about Quic".

regarding the quoted bit above. There isn't now, or there wasn't a preference from Geekzone (myself @freitasm) for one ISP or another.

<snip>

When saying something about the FUG you are talking about the essence of Geekzone. And I really dislike any implications of favouritism because there is none. You have been here long enough and should know it.

Sorry - my bad. I guess my intended flippant/joking tone didn't come across. There was certainly no intention to make that implication.

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#3249617 16-Jun-2024 11:43

@Taubin: I moved to Quic from Sky broadband, then on to Voyager. The experience with Quic was tainted by their network outages at that point (it was before the new network was available) and the inability to communicate with Quic. I am not an expert on ONT behaviour and found it very frustrating trying to diagnose connection issues that my SamKnows box was reporting. In the end I moved on to Voyager to get a reliable network and access to Support when the ONT showed LEDs that were NOT green.

Voyager is more expensive than Quic, but on the odd occasion I have needed support Voyager have responded quickly via email. They are small and adaptive like Vetta/Quic but full service. I started out with Voyager's rental router but have since moved back to the router I bought to use with Quic (saving $10 per month).

I have a daughter who works fulltime from home with an Australian company. She spends most of her time on the phone, using a laptop with headphones with apps that integrate with an Australian landline and company databases. Because of the audio component in particular (any problem results in a dropped call), network reliability is crucial and Voyager is rock-solid for this (as was Sky broadband).

I therefore consider Voyager to be agile and sensitive to customer needs like Quic - but with full consumer-grade support.

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#3249633 16-Jun-2024 12:12

All ISPs have outages, I am with Sky (2degrees network) and went through a period of 2-3 weeks of intermittent page timeouts, so did other users of orcon/sky/slingshot/2degrees on Geekzone

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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#3249640 16-Jun-2024 12:45

@Taubin I'd say give it 12 months and ask the question again.

At the moment I think it would be a bit risky for two full time WFH users, with no back up connection. It will probably be fine, but the last outage was long enough that if it had happened during work hours and overlapped with an important meeting it could be problematic. Or if you are running work related infrastructure at home (web server etc), then that for me would push it into the higher risk zone.

If you have a mobile plan with plenty of data and a good 5G signal that you can hotspot your computers off and get acceptable performance for work (and no home/work infrastructure) then I'd change my view to it's an acceptable risk currently, but it is a risk.

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#3249648 16-Jun-2024 13:25

Thought I'd chime in here. I WFH pretty much 100% of the time for an Aussie company and use Quic. I also run a 4K livestream of Dunedin city using my Quic connection. It's solid as a rock for the most part.

I had no end of issues with 2degrees connecting to work. Every hour on the hour, i'd lose connectivity to them and 2degrees failed to acknowledge the issue. Never had that issue with Quic.

All ISP's have periodic issues with routing. The internet is literally the wild west. I feel pretty good being with Quic, as I like supporting the little guys and the industry in NZ really needs a good shake up.

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#3249650 16-Jun-2024 13:30

Not sure if us being rural and about 20km from the exchange makes any difference but overall Quic hasn’t really been any worse than our previous provider, except for the big outage.
We had plenty of outages with previous ISP too and not having cell coverage is a pain when it did go down as I’d have to wonder around the property to find some signal so I could check network status or log a fault. 🤪
I work from home so do rely on the internet.
I’ve since got a starlink dish as a backup, in case something happens to the physical fibre, and new job has also provided me with a 2nd fibre connection on port 2 on the ONT, which the UDM SE does failover to if Quic goes down, and I get notifications when that does happen.

Opinions are my own and not the views of my employer.

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#3249878 17-Jun-2024 10:39

I WFH full time, and am one of 3 online gamers in the house and we've been on Quic for just over a year now. Other than the well publicised "growing pain" issues over summer and the major outage the other month, I've not noticed anything worse than any other ISP and generally with MUCH better transparency. I did consider churning over summer, but stuck it out because I love the "geek features" and vision of what they are trying to create and that somewhat balanced out the frustrations.

Quasi related feedback for Quic if/when they read this:

While I understand the "no support" policy, I do think it would be beneficial for you to partially rethink that. IMHO it would be good to have a support ticketing system that's a bit more than the "Log an LFC fault" while still not being a full featured service desk. Even if it was a case of "If you log a ticket and it's not a Quic issue we'll bill you $20 or something". I know it's been suggested on here that you can use the "Log an LFC fault" to log non LFC faults, it could be reworked to make that clearer. Because you have the support staff infrastructure setup for Vetta Online, I'd imagine it's not that hard to achieve something like this.

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup. Opinions are my own and not the views of my employer.

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#3249880 17-Jun-2024 10:49

Back in Feb/March it wasn't stable enough to WFH in addition to an outage that happened during morning work hours, that was the last straw so we moved back to Spark.

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#3249881 17-Jun-2024 10:58

Lias:

..

While I understand the "no support" policy, I do think it would be beneficial for you to partially rethink that. IMHO it would be good to have a support ticketing system that's a bit more than the "Log an LFC fault" while still not being a full featured service desk. Even if it was a case of "If you log a ticket and it's not a Quic issue we'll bill you $20 or something". I know it's been suggested on here that you can use the "Log an LFC fault" to log non LFC faults, it could be reworked to make that clearer. Because you have the support staff infrastructure setup for Vetta Online, I'd imagine it's not that hard to achieve something like this.

If you dig about, you'll see the new(ish) Submit Problem Report section, I'm sure this would likely cover most of those scenarios?

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#3249885 17-Jun-2024 11:07

evilonenz:

If you dig about, you'll see the new(ish) Submit Problem Report section, I'm sure this would likely cover most of those scenarios?

I'd missed that.. that's pretty much bang on the sort of thing I was after.. nice.

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#3249905 17-Jun-2024 12:24

Hi all,

There's a lot to digest in this thread, so I'll do my best to go through as much as possible.

When Quic launched, we did not expect the fantastic uptake and demand of our services - which long story short our "old" network quickly was outpaced by. Since then, the Quic network has undergone a MASSIVE amount of changes and work over the last 12-18 months, including a full rearchitect.
To give some perspective on anticipations and growth, Quic started with two BNG's in active/passive, with a 10G link from both, which we (incorrectly) thought would be enough for our small target user base. Nowadays a 100G link wouldn't be enough to support even our daytime traffic requirements! From January 2023 to January 2024, our customer count increased 10-fold.
Is the new network we're running now more stable, and an improvement on our old network? Absolutely
However, like any growing and living network, not everything is perfect, things change, fibre gets cut, software bugs happen - and that's just the start.
That being said, we have the right team, with the right people, in the right seats, and have extensive monitoring to pickup and detect issues proactively, and where there is a significant service impact, our status page will always be updated.

We do appreciate our post-mortem incident report for our incident on 2nd May. While we usually get these out as soon as possible, this incident was the result of 2 initial simultaneous events, and a further 2 additional events. We engaged both multiple teams internally, and an external review of everything to ensure no stone was unturned. Quite simply, this takes time and did stretch out the length of time required to produce the report.
That being said, this incident report will be available from Wednesday this week, and those who wish to grab a copy hot off the press, please PM me here with your account email and connection address, and I'll reply to you with the report as soon as its available.

Being frank, being a tech-centric ISP who attracts tech users is both a blessing and a curse in some ways. It results in us receiving a huge wealth of feedback for improvements, which is appreciated and we do listen and work through them, ultimately helping the network improve which is our goal. The flip side is this also does mean voices are louder and everything goes noticed. That being said, we do tout ourselves as being transparent, providing updates on everything as available on our status page, providing live (generalised) traffic flows across the network, proving you prior notice of upcoming LFC events, and of course for larger incidents, providing an incident report with technical detail, all on a consumer-grade service.
Our team take a lot of personal pride, passion, and responsibility for the hats they wear to deliver services to our customers, so do know that all feedback we receive does land on people who genuinely want to provide the best service possible.

With that said, ourselves, or any ISP are not immune to factors outside of our direct control, and internet will never be a 100% available service by its very nature.
For example, as some have pointed out here - 11:00pm Saturday, our network was the subject of a fibre cut which would have impacted some connections for a short period while our infrastructure observed the cut, connections timed out and routing tables updated to move traffic to alternate paths.
This isn't ideal of course, however is something which is the nature of a network, and didn't impact all connections as traffic is distributed across multiple paths.

Touching on the point of being quiet on these forums - we have been, and quite simply we've been busy stuck in on a lot of operational upgrades which you'll see maintenance for coming shortly.
As we've grown, our (still) comparatively small team naturally demands more human resources to support our user base, and while the Geekzone community here are amazing and certainly one of our "homes", operational matters will quite honestly always draw focus over posting on a forum - however we are always reading these forums and do digest most messages.
We have however recently onboarded a new team member who's role does include more community outreach, including this forum, and will surely start posting or making an introduction soon once they're up to speed internally and fully onboarded.

For those who've been through our old network and on to new, and all current customers, supporting us throughout, a thousand thank-you's. Quic truly wouldn't be where we are now without you all, who each and every one of you have helped and been instrumental in improving our services.
For those who did jump ship during our "bad times", we still thank you for your support, and hope to see you back soon.
For those who are looking to join us, we'd love to have you on board and welcome you with open arms, and like any ISP, do all we can to give you a reliable connection and constantly improve our network and services to you - however internet is not a faultless service, and I would encourage anyone, using any ISP, with a high requirement for uptime, should have more than one ISP delivering service, ideally over two different connection options (e.g. UFB & LTE).

Finishing off, thanks everyone here for all your support - critical and supportive - it all gets taken on board, and we'll continue take on all feedback to be the ISP you want as a tech-centric audience, and keep on with our constant upgrades, to our network to increase reliability, capacity, and resiliency.

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#3249908 17-Jun-2024 12:31

Thanks for the update. I haven't actually read it all yet, but partway in I realised that I haven't exactly been fair. While I have experienced a couple of outages since the "big one", I failed to appreciate that they were fixed MUCH more quickly than my previous ISP would have managed. In terms of actual downtime hours, rather than number of outages, Quic is probably doing a better job (again, "big one" aside).

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