3BB upgrade

[Terry]

This is a celebratory whinge….!!!!!!........with a rant.

We have 3BB internet at the Lodge.
We have been on a 15/4Mb package for THB 900++ for several years and repeated attempts to get ‘upgraded’ by talking to the 3BB office on MV 3rd floor have gone nowhere.
I then got hold of a 3BB flyer that offers:-
100/10Mb on fibre optic at THB 1,200 ++ / month OR
20/4Mb on normal cable feed at THB 590++ OR
50/10Mb on normal cable feed at THB 700++ / month.

Now, I know that the 100/10Mb package is a no goer as we do not have a fibre optic link out our way just yet.
Mrs.T tried talking to the 3rd floor staff and got nowhere. One of my sons who is fluent in Thai also got nowhere with these people - other than yes it could be done – but they did not know how……………….!!!!!!!!
So, yesterday I went to MV myself.

I went up to the counter at the 3BB shop and waited for the two girls to stop squeezing their zits and playing with ‘Line’………..finally got their attention.
I was told that we had a 15/4Mb service at our address and it was established that it could be upgraded to 18/4Mb – but only if I take my router to the 3BB shop near to Soi 94/3 on Petchkasem Rd.

Today I went to this shop and met a nice young Thai Gent who’s English was infinitely better than my Thai.
I placed my router on the counter with my most recent bill that gave him our address. I simply asked if he could get the fastest speed out of this router. He smiled and said that it was only good for 18/4Mb. (I had already been aware of this of course)

I then asked why it was that I had got this flyer claiming that a 50/10Mb service could be provided..??
To my surprise he said – no problem but you will have to upgrade your router to do it. I said ok, how much? He said THB 1,500 and they can come round next week (5 working days from now) and change the set-up.
He then upgraded my existing router from 15 to 18/4 in about 10 minutes as a temporary pleaser.

Now he had a happy but confused customer. So I asked why am I am paying 900++ for a crap 14/4 system when I will be paying 700++ for 50/10 – needless to say he did not know why.
Anyway – back home and reconnected the existing router on to the 18/4 service
Watch this space for this time next week when I might be a very happy bunny.

BUT SERIOUSLY
Why, oh why, oh why, can’t Thai service companies train their staff to know what their organisations actually offer instead of the negative can’t do attitude that we seem to see all of the time, with lazy counter staff who really cannot be bothered to serve folk………

[Big Boy]

Terry, if you had mentioned who you had been talking to when we had our conversation earlier this week, I'd have pointed you to that same guy. He's the one who sorted our mutual friends who live close to you, when their developer said it was impossible. He is good, and delivers what he promises - I hope he doesn't prove me wrong.

[Nothappyjan]

I had our 3BB system upgraded from 10 to 18 within half a day. New router from the same shop.
I had enormous difficulties watching ExpatTV etc, however, the upgraded system has done the trick.
Had the same experience at MV, I think they were trying to be helpful, at least the young guy was, however, the girls were totally disinterested in helping me or anyone else whilst I was there.
Some young techos from 3BB came to the condo and initiated the upgrade.
The difference in performance is remarkable.

[huahin4ever]

Terry,

I guess the pricing when you first get your system installed stays, and they will upgrade the speed if possible to compensate for the price. This is how they do it in my home country. It is very similar to phone subscriptions in Thailand too. When I first got my subscription I paid 500 baht per month with only 400Mb of data included (Don't remember 100% excactly). After a couple of years I discovered that the packages offered were way much better than what I had, so of course I changed subscription. The bottom line is that you (and I) as customers must check ourselves if better offers are available as times go by. I just checked the DTAC website, and I will very soon change my subscription to a better one again. DTAC doesn't contact me telling me that I can get 10Gb more in data for the same price now as I got 1 year ago for only 2Gb (just an example).

[Terry]

Terry,

I guess the pricing when you first get your system installed stays, and they will upgrade the speed if possible to compensate for the price. This is how they do it in my home country. It is very similar to phone subscriptions in Thailand too. When I first got my subscription I paid 500 baht per month with only 400Mb of data included (Don't remember 100% excactly). After a couple of years I discovered that the packages offered were way much better than what I had, so of course I changed subscription. The bottom line is that you (and I) as customers must check ourselves if better offers are available as times go by. I just checked the DTAC website, and I will very soon change my subscription to a better one again. DTAC doesn't contact me telling me that I can get 10Gb more in data for the same price now as I got 1 year ago for only 2Gb (just an example).

Yes - I'm well aware of this practice but it bugs me that for a couple of YEARS we were asking for an improved service only to find out (sort of) - on a flyer - that it CAN be done. I just think that it is morally wrong that a service provider does not inform an existing customer when there is an improvement to be had for LESS money.
I am fully aware that as customers we have to check ourselves as to the availability of a better deal, but when such providers employ android bimbos as customer service personnel it makes it more infuriating to find out that they don't know what they are selling...............

[huahin4ever]

Terry,

I guess the pricing when you first get your system installed stays, and they will upgrade the speed if possible to compensate for the price. This is how they do it in my home country. It is very similar to phone subscriptions in Thailand too. When I first got my subscription I paid 500 baht per month with only 400Mb of data included (Don't remember 100% excactly). After a couple of years I discovered that the packages offered were way much better than what I had, so of course I changed subscription. The bottom line is that you (and I) as customers must check ourselves if better offers are available as times go by. I just checked the DTAC website, and I will very soon change my subscription to a better one again. DTAC doesn't contact me telling me that I can get 10Gb more in data for the same price now as I got 1 year ago for only 2Gb (just an example).

Yes - I'm well aware of this practice but it bugs me that for a couple of YEARS we were asking for an improved service only to find out (sort of) - on a flyer - that it CAN be done. I just think that it is morally wrong that a service provider does not inform an existing customer when there is an improvement to be had for LESS money.
I am fully aware that as customers we have to check ourselves as to the availability of a better deal, but when such providers employ android bimbos as customer service personnel it makes it more infuriating to find out that they don't know what they are selling...............

I fully agree. Said that it has to be this way though.

[Terry]

Update and cause for an almighty rant……
There was I enjoying my new 18Mb upgrade and salivating at the thought of 50Mb later this week.
Early yesterday morning, Mrs. T got a call from 3BB saying that they would be round between 11.30 and 12.00 noon to carry out the upgrade by changing the router.
Great – thinks I…………
It got to 1.00pm and no sign of the techie who was supposed to come. So I asked Mrs.T to give him a call (He’s been here a few times so we know him by now).
He said that it was not worth him coming and adamantly stated that 50Mb was not possible on our connection and that I should go back to the 3BB office on Petkasem road and get my money back,
At precisely 3.30pm yesterday, our internet connection disappeared up its’ own ar5e and we were offline after that. I’m now fuming as I was making several bookings for the lodge and trying to update my website too. Son No 1 was also pissed off as he could not use the net to check out wiki for his homework assignment.
So – I’m now beginning to smell the proverbial and marched down to 3BB this morning.
I see the young gent who helped the other day and he was clearly apologetic and confirmed that we could not get the upgrade that I had paid for.
Miffed – I said ok then let’s have my money back please.
Cannot says he – company policy – all monies despatched to head office at the end of the day, but sign here and the money would be refunded IN A MONTH and to Mrs.T as she is the account holder, not me.
WOT – says I – you take the money off of me but can only return it to Mrs.T in a months’ time. What a crock of 5hite.
He then calls Bangkok head office and passes the phone to me – upon which I get the same message.
Still fuming but realising that Thai logic has got me by the round ones, I reluctantly agreed,
Anyway – says I – can I have my connection restored – it’s been fecked since 3.30pm yesterday and I’m potentially losing business over it.
I’m politely told that the connection would be reset this afternoon
At about 2.30, two techies arrived at the Lodge to restore my 18Mb connection, which took them around 40 minutes…………….
So – there you have it – techies who know better than the local service office, and a Company that has 5hite policies………….I could go on, but I won’t

[B6PTW]

Hello

The higher speeds work on VDSL not ADSL but you have to be within 300m of a junction box to attain those speeds.
I spoke to the same young man and I had a router and the service engineer within 4 days.
But I knew about the box and distance the young man did not.
I am currently in excess of the 20/4 for 590B quoted speeds.
He was infinitely better than the MV 3BB staff.

Regards