Advice?

[kurtmartens]

Okay.  So here is a new one - and if I am wrong, then okay ... but so tired of arguing with the ISP.

 

We pay for 300mpbs service for our company.  New service with 3BB.  It was installed 3 days ago and the speed test clearly shows anywhere between 20 - 37mbps.  I accept that you loose some speed with wifi, but certainly not from 300 to 37mbps.  Every time I complain they send someone out and say this is normal, which I have a hard time accepting since I have 3BB at our home and its faster than this.  

 

Business is in Phuket, our home is in Chiangmai.  Although can't imagine that matters for 3BB?  Is there a better provider down in Phuket?  True's customer service was bad enough they didn't return calls or come to the site, so we had to go with 3BB.  Is CAT or TOT better?  Is loosing 270 mpbs normal?

[userabcd]

How are you checking your speed and did the installers demonstrate the network up and down speed to you just after they installed the service?

• with 3BB speed test or ookla?
• To which servers using LAN or wifi 2.4G or wifi 5G and how many people are connnected during the test?

Generally the speeds the ISP quote are in country to their servers, there are variations in speed with wifi and LAN.

 

If you are getting less suggest 3BB should adjust something in their settings.

Edited November 28, 2017 by userabcd

[kurtmartens]

4 hours ago, userabcd said:

How are you checking your speed and did the installers demonstrate the network up and down speed to you just after they installed the service?

• with 3BB speed test or ookla?
• To which servers using LAN or wifi 2.4G or wifi 5G and how many people are connnected during the test?

Generally the speeds the ISP quote are in country to their servers, there are variations in speed with wifi and LAN.

 

If you are getting less suggest 3BB should adjust something in their settings.

Hi.

 

- Was using 3BB's speed test.  Should I use a different one?  I can tell just from not being able to stream its not the 300mbps that I am paying for (LOL).

- I'd have to look to see which wifi, but when I am testing I am the only one connected and maybe 50 feet from the router they installed.  I wonder if its just a shit router?

- Yes he demonstrated it, but only from connecting with an ethernet cable to the router .. not on wifi.  They just look at me and say lower speed is routine with wifi.  When I say lower is fine but not from 300mbps to 30mbps they just look at me like I don't have a clue. 

 

Even my own IT contractor told them they are are wrong.  3BB just doesn't seem to care.

 

 

 

[RichCor]

Most ISPs will only support measurement of your 'contracted' speeds when testing directly connected to the router's Ethernet Port. What are you getting from the directly wired connection.

 

Once you've measured the speed at the router, the rest is on YOU, especially if you want to rely on WiFi.

 

WiFi can and does give weird results based on prevailing conditions.

Is your WiFi connection 802.11 AC or better on both ends, using bonded 5 GHz channels?  Trying to break above 50mbps on 2.4 GHz will be a struggle unless you have the only access point nearby, as the higher speeds require hogging all the possible available channels.

 

 

[tweedledee2]

  Have you contacted 3BB in Bangkok? If not, you should. Dial 1530 and follow the prompts. Explain the problem you are having and ask to speak to a technician. The technician can test your connection and can read from the screen what your actual speeds are. It could be that your connection was not set-up correctly and just needs updating.                                                                         When I first subscribed to 3BB, I had the 20/4 package for 590 baht. About 6 months later, they offered a 30/10 package for the same price. I called Bangkok, spoke with a technician, he changed the settings of my connection and I had the 30/10 speeds immediately.  (actually 31.6/6.7)                     I live in Surin and know from experience that local 3BB techs are limited in their ability to diagnose connection issues. Last April, I started having dropped connections occasionally, which progressively became more frequent. The locals would come out, check the wiring, do a speed-test and then tell me everything working ok. The issue continued to occur and over time they would return. The first thing they did was replace my PS4 lan cable, because it could be bad, but they could not comprehend that it also happened with my wireless laptop.  Next, they tried to blame it on having too many connected devices, when normally only one was in use.at one time. All along, I suspected there was a problem with either the router or the main cable, that makes its connection in the village about 1 km away. So over the next 2 months, every time the connection would drop, I would record the times and weekly called 1530. The young lady I spoke with most of the time I called was always very apologetic. The first thing she did was put in a requisition for a new router and have the cable tested. The new router seemed to be the fix but within a week the connections started dropping again. After several more calls to 1530 and tech visits they finally in mid-Oct. restrung a new cable from the village to my home. This has fixed the problem and I now have 33.9/13.3 speeds.                                                                                                                                                      My advice is to be persistent in asking for resolution and don't accept excuses. It could be something as simple as the wrong type of cable installed.