Quic contact information

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SirHumphreyAppleby

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#312598 30-Apr-2024 15:11

The Quic site seems to lack contact details. What is the best way to get hold of them?

I tried private messaging @quic a couple of weeks ago, but that message hasn't been read. Reading that Voyager has outsourced some of their support team, they've lost the main advantage they had. I also have a few weeks without people working from home, so I'm free to make changes.

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#3224607 30-Apr-2024 15:13

Hey @SirHumphreyAppleby - feel free to fire me a PM and I can see if I can help. 😊

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michaelmurfy

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#3224609 30-Apr-2024 15:16

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. The only contact you're given is for billing but even that is really solid and fully automated / easy to understand.

They provide you access to basically determine if a fault needs to be logged which can be done via their site. You get access to a control panel that allows you to do diagnosis, allows you to order a Static IP address or even IP Subnets, set your RDNS and view connection logs then if things go really wrong you can log a fault where they'll investigate and even contact you if required.

I do however really rate them. Really, as technical users how often do you need to contact your ISP? I've got the tools to investigate my own connection and make a call if I need to log a fault. Simple.

Michael Murphy | https://murfy.nz
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SirHumphreyAppleby

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#3224611 30-Apr-2024 15:21

michaelmurfy:

I do however really rate them. Really, as technical users how often do you need to contact your ISP? I've got the tools to investigate my own connection and make a call if I need to log a fault. Simple.

Ideally, never. That's been the case with Voyager. The only contact has been to change configurations (rDNS, PTRs etc., which Quic allow you to do yourself). Some information isn't available online, however, such as subnet costs. I also have an unusual setup with multiple ONTs, so I need to make sure the correct one is connected.

michaelmurfy

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#3224615 30-Apr-2024 15:26

Yeah you're right. Here's a snapshot of the addon page as from right now :):

Feel free to let us know if there is anything you want to see :) Static IP addresses are automated, Subnets I think get manually provisioned.

The multiple ONT one I think you're best to list the ONT serial number in the comments as you sign up then their provisioning team will see and verify.

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#3224616 30-Apr-2024 15:27

Very rare I need to contact my ISP. And hence why Quic prices are slightly lower than others, they don't need to pay for helpdesk staff.

Sinesurf back in the day ran the same way back in dial up days :D

Sinesurf $35 vs IHUG $45

XPD / Gavin

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SirHumphreyAppleby

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#3224621 30-Apr-2024 15:30

michaelmurfy:

Yeah you're right. Here's a snapshot of the addon page as from right now :):

Thanks for that. That's answered the main question I had, which was subnet cost.

More expensive than Voyager unfortunately (assuming they haven't changed their pricing recently).

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michaelmurfy

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#3224624 30-Apr-2024 15:35

Historically I had a /29 via 2degrees. I actually decreased this to a /30 with Quic.

How I did that was use Cloudflare Zero Trust tunnels where possible and found it works really well. You get a /56 IPv6 subnet to use also. So reduced my exposure to the internet while decreasing the IP space I "need" for my homelab stuff.

If you do need managed stuff then their parent (Vetta Online) have the same control panel however provide full support. A bit more expensive, but if the support requirement is there especially for business can be a good option for you also.

nztim

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#3224630 30-Apr-2024 16:00

SirHumphreyAppleby:

I also have an unusual setup with multiple ONTs, so I need to make sure the correct one is connected.

ONTs with their serial numbers could be automated in the sign-up process, it all requires development though

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

nztim

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#3224633 30-Apr-2024 16:04

xpd:

Sinesurf back in the day ran the same way back in dial up days :D

Sinesurf! that brings back memories run by Julie and Craig (from memory)

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MaxineN

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#3224649 30-Apr-2024 16:29

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. The only contact you're given is for billing but even that is really solid and fully automated / easy to understand.

They provide you access to basically determine if a fault needs to be logged which can be done via their site. You get access to a control panel that allows you to do diagnosis, allows you to order a Static IP address or even IP Subnets, set your RDNS and view connection logs then if things go really wrong you can log a fault where they'll investigate and even contact you if required.

I do however really rate them. Really, as technical users how often do you need to contact your ISP? I've got the tools to investigate my own connection and make a call if I need to log a fault. Simple.

Funnily enough I'm trying to setup rdns now but it's failing due to my TLD.

Completely understand and know that their presence here is voluntary. Absolutely appreciate everything they do here but in my case this is the one time where I wish they had support tickets enabled.

Knowing what TLDs are accepted and not accepted would be good.

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

michaelmurfy

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#3224651 30-Apr-2024 16:34

@MaxineN Flick a PM to @saf and I'm sure he'll sort it.

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myfullflavour

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#3224718 30-Apr-2024 17:26

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.

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#3224749 30-Apr-2024 18:56

nztim:

xpd:

Sinesurf back in the day ran the same way back in dial up days :D

Sinesurf! that brings back memories run by Julie and Craig (from memory)

Correct. Julie had one hell of a temper and would quite happily abuse customers on the phone :D

Their "DC" was their office, with a small room full of modems and a couple of servers :D

XPD / Gavin

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nztim

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#3224751 30-Apr-2024 19:05

xpd:

Correct. Julie had one hell of a temper and would quite happily abuse customers on the phone :D

Their "DC" was their office, with a small room full of modems and a couple of servers :D

And used to chain smoke at her desk, things you could do in the 90s

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MaxineN

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#3224758 30-Apr-2024 19:37

Back on topic however...

There will almost be a point to having some level of customer support base.

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?

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?

This is not to crap on Quic. So far I'm happy apart from the blip on the 29th due to a third party and this is cheaper than my One NZ connection.

There are a lot of things you can do as a self service. Then there's some things you cannot do without some help.

With the correct expectations you could have a working support that already has a solid foundation(E.G the fact that a customer can see an ONT status and has the power to log their own fault with their ONT is great, half the issues I would see were RED LOS and this was not just level 1 but also level 2).

I'm definitely front facing but from a diverse technical background I know when there's just some things you cannot do yourself.

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

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