3BB Tech Support

[Suradit69]

I've been having some major swings in quality of my internet connection speeds so I called 3BB. In recent years when a technician has come out, he's only checked up to their connection on the ground floor of my condo building. This time the young man checked connections and quality of transmission at the ground floor and (15 floors up) at the connection outside my condo and at my router. He changed one connector "box" just outside my condo. Also installed a new router/modem (that I had previously purchased) for me. He was here for nearly 90 minutes. My connection speed is now improved and more consistent.

 

Just posting this because quite often there are complaints, often justified, about service techs not making much effort or just saying that the problem must be inside the building. In this case I found the service to be above and beyond the call of duty. Also got his mobile number and he assured me I could call him if there was any further problems. Kudos to him.

[KittenKong]

Technically outside technicians have no right at all to touch anything in the common areas (corridors, conduits) without specific authorisation of the building management. It may be that your building has decided to let outside technicians do this.

 

In my building 3BB will check lines to the nearest point outside the building, and will check inside my room if necessary. If they find a problem in between the two places (and they can tell this to within a few centimetres) then they get the building technician to look at it.

 

A couple of years ago I got the technician in my building to replace the entire length of cable and since then there has never been an issue with the internal cabling (and only very rarely with the outside cabling).

 

The reason of course is to do with liability in case the outside technician breaks something in the common areas.

[Suradit69]

51 minutes ago, KittenKong said:

Technically outside technicians have no right at all to touch anything in the common areas (corridors, conduits) without specific authorisation of the building management. It may be that your building has decided to let outside technicians do this.

 

In my building 3BB will check lines to the nearest point outside the building, and will check inside my room if necessary. If they find a problem in between the two places (and they can tell this to within a few centimetres) then they get the building technician to look at it.

 

A couple of years ago I got the technician in my building to replace the entire length of cable and since then there has never been an issue with the internal cabling (and only very rarely with the outside cabling).

 

The reason of course is to do with liability in case the outside technician breaks something in the common areas.

 

"It may be that your building has decided to let outside technicians do this."

 

3BB techs always contact our building tech when they visit, even if they only check the line up to the building. He was with our tech the whole time, but it was the 3BB tech who determined the connector box needed changing.

 

"A couple of years ago I got the technician in my building to replace the entire length of cable and since then there has never been an issue with the internal cabling (and only very rarely with the outside cabling)."

 

Yes, I had the cable replaced from ground floor to my condo a couple of years ago too and since then there have been few problems. I suspect in this case that one connection and an old router/modem may have been the problem.

[mtls2005]

Do you have DSL? VDSL? Fiber?

 

A "home-run"  (one single direct cable run from the providers' street-side cab. to your modem) is always preferred, but as noted this is not always feasible. With DSL, VDSL or fiber in your situation you're looking at at least two connections, and using installed copper in the riser, all of which can lead to potential issues. Obviously pulling new copper in the riser, and controlling both connections will lead to a more stable install.

 

I have always been impressed with 3BB's operation, from account management to tech support to installations to follow-on technical support.

[Scotwight]

3bb just re ran the wire from my house to the main street for the 3rd time and re wired my house.  Took them one day to get there.  I use AIS from my phone as a backup.  Good service they know me by name.

[ukrules]

I've always found them to be helpful when I had a problem. That's if I go to the local office and report an issue directly, the call center is usefull for something that can be fixed over the phone but if you want immediate attention pop down to the local office where the engineers are based and they will often send someone very quickly.

 

I've noticed that problems have happened in some houses and not others over the years, my theory is that it's down to the boxes in the street, where they're located and probably how much water they let in when it rains.

 

I've had no problems at all in my current place but where I lived previously the connection would 'go bad' every few months.

[elgordo38]

I like their service as well. I would never switch to save a couple hundred bahts a month. 

[realenglish1]

I have been fighting with 3 BB for about  9 months now I pay for 5-1 and I am at best getting about 0.50 upload Very poor and I am paying a premium for world service but my streaming sucks big time At best herky jerky

 

I keep on complaining and they say they are going to do someone but it never happens  Are the simply lying about the service and cannot improve the upload

 

This is very upsetting at times when I call 3bb and get the usual CS bull

[northernboy]

5 hours ago, KittenKong said:

Technically outside technicians have no right at all to touch anything in the common areas (corridors, conduits) without specific authorisation of the building management. It may be that your building has decided to let outside technicians do this.

 

In my building 3BB will check lines to the nearest point outside the building, and will check inside my room if necessary. If they find a problem in between the two places (and they can tell this to within a few centimetres) then they get the building technician to look at it.

 

A couple of years ago I got the technician in my building to replace the entire length of cable and since then there has never been an issue with the internal cabling (and only very rarely with the outside cabling).

 

The reason of course is to do with liability in case the outside technician breaks something in the common areas.

 

Take your finger out. It is a matter or council bylaws, not government laws. Condemn someone for doing a great service for someone why not. Ooh you did. 

[gandalf12]

4 hours ago, Scotwight said:

3bb just re ran the wire from my house to the main street for the 3rd time and re wired my house.  Took them one day to get there.  I use AIS from my phone as a backup.  Good service they know me by name.

Sounds like you have a lot of contact with them for them to know your name which isn't a bad thing. Question, I assume you must contact them a lot for them to know your name, ifor that is true is it because of problems?

[KittenKong]

7 hours ago, northernboy said:

Take your finger out. It is a matter or council bylaws, not government laws. Condemn someone for doing a great service for someone why not. Ooh you did. 

 

What on earth are you talking about?

[Bob9]

Ditto - 3BB fibre to home and always get good support. Biggest problem was last year when some True cowboys stuffed up the cabling in streets - a 3BB team repaired/replaced some cables a few days later and all good since. Yes it was True - they had a local campaign and caught a few customers.