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Broadband VI overselling their broadband performance?

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Mixie
(@Mixie)
Advanced Member

As a prologue, let's just say I've been in networking since Corvus and Novell, for those among us old enough to remember those company names.

I signed up for BBVI Basic ($50/month) and saw performance floating below 2MBits (down) and 0.5 (up). Called and upped to the Plus plan ($100 for 5 down/2 up). Now in the middle of the day (when some of the members in other threads have taken Speedtest.net screenshots), performance is good: Up to 9.5 down 6 up.

But in the evening Netflix is not working. When it stops, I run over to my laptop and unavoidably measure below 1.5 down.

BBVI tech support has suggested (it is their job, I am not contesting their competency) that the problem is in my router, wiring or computer. Not so, because running the same test at various times, with all other conditions identical, yields different numbers. Further, plugging directly into their line yields roughly the same numbers.

As anyone else noticed drops in performance on STX at "peak" times? If your BBVI antenna is pointing at Hovensa, please send me a PM.

Now my point: it looks to me like their towers are undersized to handle the bandwidth required at peak time. Has anyone else come to the same conclusion?

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Topic starter Posted : December 30, 2013 9:27 pm
CruzanIron
(@cruzaniron)
Expert

I pay for the 2M package and have not seen drops below that during peak times.

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Posted : December 30, 2013 9:49 pm
Beeski
(@beeski)
Trusted Member

No, BBVI pays for 4Gig off island....peak usage is around 1Gig.
What is your name Mixie?
The towers at Hovensa are first on the list for our new technology....so you'll be getting new equipment in January regardless.

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Posted : December 30, 2013 10:58 pm
divinggirl
(@divinggirl)
Trusted Member

We frequently have issues in the evening hours and have been told it's our issue (even after they came out & replaced faulty equipment). I do believe they can't support peak usage and provide the advertised (& paid for) speeds. Happens almost every night after 7pm - I've given up on watching anything that streams in the evening. I'm in the states right now and will really miss good internet speeds when I get back.

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Posted : December 31, 2013 5:09 am
dxphy
(@dxphy)
Advanced Member

I am paying for the 5Mb/s Plan The month of December has not been good. The tech guy recommended that I trim a tree that was blocking the LOS.

I did this at my own expense and still. Speeds are not good or I can't connect to the access point

Sample Speed Test are shown below: I can't believe these are the speeds I get at 5am.( Princess Tower)

www.speedtest.net/my-result/3198638536

http://www.speedtest.net/my-result/3198586932

http://www.speedtest.net/my-result/3198585924

http://www.speedtest.net/my-result/3198563097

http://www.speedtest.net/my-result/3198560312

http://www.speedtest.net/my-result/3198118900

http://www.speedtest.net/my-result/3198108449

http://www.speedtest.net/my-result/3112896624

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Posted : December 31, 2013 12:06 pm
Beeski
(@beeski)
Trusted Member

Customers, please call 719-2943 on STX or 774-5780 on STT and work with our Techs to resolve these problems.
Bitching on this board will no resolve any problems.

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Posted : December 31, 2013 1:27 pm
divinggirl
(@divinggirl)
Trusted Member

Beeski - each person has stated their issue as a point of fact. That is not bi@*#ing it is responding to the OP's question. I have called (as I stated) and not received assistance. I was told it was my problem. dxphy called, did as instructed and still no results. You can be pissed off that people are having issues or your organization could provide better service. It's your choice. Personally I see your response (criticizing people with legitimate service problems) as an indication of some of the issues at the organization.

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Posted : December 31, 2013 3:32 pm
bathiel
(@bathiel)
Trusted Member

I'm paying for the top-of-the-line speeds and I'm consistently getting 20+ down and 10+up, with really fast ping (10-15). It's definitely way faster than what I was getting last year at this time. I'm sure it has something to do with my location--we're using the Princesse towers. We do see some occasional slowdowns in the evenings, but nothing like we've seen in the past, when streaming was sometimes impossible.

Regardless, we've been extremely pleased with not only the huge increase in speeds (and no accompanying cost increase) as well as the customer service we get from BBVI.

http://www.speedtest.net/my-result/3199159009

Bernie

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Posted : December 31, 2013 4:26 pm
Beeski
(@beeski)
Trusted Member

anonymous posts on a message board is bitching.
calling and working with Tech support is how a problem is solved.
719-2943 until 8pm most evenings

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Posted : December 31, 2013 5:14 pm
JulieKay
(@JulieKay)
Trusted Member

I am curious Beeski, how do you want your customers to let you know if they're not having a good experience with tech support?

In general, we've received great service from BBVI (we are still customers) - but the one (and only) time I called for tech support was a terrible experience. The tech I spoke with, she acted put out that I had even called in the first place (I called because our service was slow) and refused to even look up our account until I pressed her to do so. When I told her that we were not receiving the speed we were paying for, she just said, "that's the account you have" - we have the $99 package and we were receiving less than 1 Mbps download speeds. I finally just said thank you and hung up and we lived with the slow speeds for a few days. Fortunately it did improve and I didn't have to call back.

So - how do you want to hear about these experiences? It seems as if the people who have spoken up here are saying that they are not having a resolution via tech support. Is there an escalation process?

ReplyQuote
Posted : December 31, 2013 5:44 pm
Beeski
(@beeski)
Trusted Member

email mike@broadband.vi if you are having issues with Tech support

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Posted : December 31, 2013 5:50 pm
JulieKay
(@JulieKay)
Trusted Member

email mike@broadband.vi if you are having issues with Tech support

Thank you!

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Posted : December 31, 2013 6:00 pm
SkysTheLimit
(@SkysTheLimit)
Trusted Member

We have had nothing but great service from BBVI.....Knock on wood The one time we had an issue it was fixed promptly.
St Croix pointed at Clairmont.

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Posted : December 31, 2013 6:32 pm
Mixie
(@Mixie)
Advanced Member

@beeski -- I assume you work for BBVI. You said: "anonymous posts on a message board is @#$%&". I would agree with you but for two reasons:
1- The thread I started and the responses from divingirl and dxphy were entirely factual, backed by numbers. Cruzaniron confirmed, although without details.
2- You should see customer feedback as an opportunity to improve your business. Positive and well as negative information will come out, one way or another.

Trimming the trees could be the answer, but it is unlikely (the wind only blows the branches in front of the dish at peak time?!). @dxphy proved it wasn't the problem, at least for him/her.

So back to the facts. @beeski said that BBVI pays for 4Gig off island and 1Gig is peak. If you say so, I believe you. There is apparently massive bandwidth coming on/off STX.

So then the problem is elsewhere. Most likely in or out of the towers. Two separate issues: bandwidth and latency.
1) Bandwidth: Netflix recommends 5Mbps for best video experience. What bandwidth do you have between the Hovensa tower and your central office? And how approximately customers are assigned to that tower?
2) Latency: I noticed a correlation between slow bandwidth and slow latency. Is that perhaps a technical aspect that would help you, BBVI, resolve the problem?

ReplyQuote
Topic starter Posted : December 31, 2013 6:56 pm
Beeski
(@beeski)
Trusted Member

Mixie, there are 15 AP's in the Hovensa area serving hundreds of customers.
We have a Gig available at Cottage / Pearl / HovensaW.
Maybe your AP is having an issue....maybe its just your connection.
We don't always get it fixed the first time, but we eventually get it fixed.
We are upgrading Pearl in January.

I need to know who you are....or better yet, Erik needs to know, he is working until 9pm and focusing on after hours bandwidth issues.
So call him at 719-2943

@beeski -- I assume you work for BBVI. You said: "anonymous posts on a message board is @#$%&". I would agree with you but for two reasons:
1- The thread I started and the responses from divingirl and dxphy were entirely factual, backed by numbers. Cruzaniron confirmed, although without details.
2- You should see customer feedback as an opportunity to improve your business. Positive and well as negative information will come out, one way or another.

Trimming the trees could be the answer, but it is unlikely (the wind only blows the branches in front of the dish at peak time?!). @dxphy proved it wasn't the problem, at least for him/her.

So back to the facts. @beeski said that BBVI pays for 4Gig off island and 1Gig is peak. If you say so, I believe you. There is apparently massive bandwidth coming on/off STX.

So then the problem is elsewhere. Most likely in or out of the towers. Two separate issues: bandwidth and latency.
1) Bandwidth: Netflix recommends 5Mbps for best video experience. What bandwidth do you have between the Hovensa tower and your central office? And how approximately customers are assigned to that tower?
2) Latency: I noticed a correlation between slow bandwidth and slow latency. Is that perhaps a technical aspect that would help you, BBVI, resolve the problem?

ReplyQuote
Posted : December 31, 2013 10:03 pm
STXjill
(@stxjill)
Advanced Member

We have our service thru BBVI, and it's been good. Some hiccups here and there, but nothing I'd complain about on a message board ... Knock on wood here. When I've had a problem I call them and they've always resolved the issue.

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Posted : January 1, 2014 1:10 am
stt007
(@stt007)
Advanced Member

Agreed. BBVI and Paradise Satellite are stellar technology providers. I should have such great service in the states.

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Posted : January 1, 2014 2:33 am
vicanuck
(@vicanuck)
Expert

My BBVI service has it ups and downs both at home and at the office, but overall I'm a very satisfied customer. The alternatives are simple not worth the struggle. I will never sit in an Innovative office ever again unless its to cancel my business line when I switch to VoIP.

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Posted : January 3, 2014 8:27 pm
speee1dy
(@speee1dy)
Expert

a friend has internet through innovative, she is always without service for one reason or another-usually copper theft. we keep telling her to switch to broadband

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Posted : January 4, 2014 12:41 am
stt007
(@stt007)
Advanced Member

If my only choice for internet service was innovative, I'd rather send smoke signals. It's what I used to do in stt. Awful reliability. Blame it on salt, heat or the moon, BBVI is light years ahead of innovative.

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Posted : January 4, 2014 1:22 am
Ms Information
(@Ms_Information)
Advanced Member

Jeeez...Time to get real. I admire Beeski for even coming on line and defending his product. He has done a great job of helping to improve the internet speeds in the VI. You and I know that there will always be users who are not happy. That is what customer service is for.

..I still remember when I had slow dial up speeds that would be a joke today.

The internet situation is so much better than just a few years ago...If you have individual problems,... call your customer service and ask for help don't bore us with your mundane problems.

Thanks... Beeski for all you have done....

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Posted : January 4, 2014 3:18 am
Mixie
(@Mixie)
Advanced Member

That BBVI is better than "dial-up", "smoke signals", most state-side ISPs or its local competitors doesn't alter the fact that bandwidth fluctuates at peak times below minimum advertised thresholds.
Many replying to this forum simply assumed I did not call customer service or have a negative opinion of the personnel of BBVI. Incorrect on all points. BBVI built a great infrastructure with very competent personnel. And @Ms Information, it is not a "mundane problem" when video calls don't work or you can't do the work you need to in the evenings.
If the USVI wants to rely on its "second to few" internet bandwidth as an engine for economic development (64 West, RT Park, etc.), then the last mile must work flawlessly.

ReplyQuote
Topic starter Posted : January 4, 2014 11:54 am
Exit Zero
(@exit-zero)
Trusted Member Registered

Some how I guess I have lived in the USVI too long to read the words " works flawlessly" and imagine that someone is talking about any service here.
I seriously doubt any form of our infrastructure in the USVI will ever be considered "an engine of economic Development" in our lifetime either.

ReplyQuote
Posted : January 4, 2014 2:25 pm
SkysTheLimit
(@SkysTheLimit)
Trusted Member

Some how I guess I have lived in the USVI too long to read the words " works flawlessly" and imagine that someone is talking about any service here.
I seriously doubt any form of our infrastructure in the USVI will ever be considered "an engine of economic Development" in our lifetime either.

My BBVI internet, Dish TV, security cameras, solar panels, solar water heater...........................All work flawlessly!!!

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Posted : January 4, 2014 2:54 pm
STXBob
(@STXBob)
Trusted Member

Some how I guess I have lived in the USVI too long to read the words " works flawlessly" and imagine that someone is talking about any service here.
I seriously doubt any form of our infrastructure in the USVI will ever be considered "an engine of economic Development" in our lifetime either.

The Hovensa refinery was a great economic engine.

ReplyQuote
Posted : January 4, 2014 4:09 pm
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