How do I contact BBnet?

Support:
Technical Support is available from 08.30 to 18.00 Monday to Thursday and 17.30 on Friday
email : support@bbnet.ie
Tel :  061 512000 (Select Option 2)

Sales:
Our sales office is open from 09.00 to 17.30 Monday to Friday
email : sales@bbnet.ie
Tel : 061 512000  (Select Option 1)

Accounts:
Our Accounts team is available from 09.00 to 17.30 daily.
email : accounts@bbnet.ie
Tel : 061 512000 (Select Option 3)

Generally the cables that form your BBnet connection should not be moved, or changed around. We do realise that sometimes this is inevitable but this guide should help you to reconnect your BBnet connection. The picture guide below should help you make sure the set up is correct.

Please note : If your wireless router was not supplied by BBnet, you will need to contact your supplier or the manufacturer for guidelines on how this should be connected as we can not support any devices not supplied by BBnet.

If you cannot get online with your BBnet Fibre connection, you can call us on 061 512000 or email support@bbnet.ie. Alternatively, here are some steps to check that may get you back online.

Go to section – + Where do the cables & what does my equipment look like? to find out more of what these devices look like to make your trouble shooting experience much easier.

Check your connections :

• Check your modem
• Check if  the Ethernet cable coming from the ONT ( white box on the wall with LED lights ) is going into the WAN port
• Check for a red LOS light on the ONT ( white box on the wall with LED lights ) if you see a red LOS light call 061-512000 and press  option 2 for support
• Restart your pc / laptop / smartphone etc

Ensure wifi is on :

Quite a common reason for not getting online is that the wireless connection on your device is switched off. Some laptops have a little switch or key on the keyboard to turn this on and off. All mobile devices have wireless settings which should be checked and switched on.

Power :

Check that there is power going to all devices and router there should be several lights lights on the router when powered on.

Reboot! :

As obvious as it sounds, it can be just the right move to get back online. Fully power off your pc, laptop, tablet, mobile phone etc and restart, then try again.

Please note: turning off and on your screen, monitor, sleep mode or closing your laptop will not reboot your device. The device has to be turned completely off for a couple of seconds and then switched back on. For example if you are powering off your PC / laptop move the pointer over the Start button ( windows symbol ) and right-click. A pop-up menu appears select Shut Down on the pop-up menu to power off your computer.

Restart BBnet equipment:

Power off the router / modem for 15 seconds and take out the Ethernet cable from the socket on the ONT and put it back in. Do the same on the other end of the Ethernet cable going into the  WAN port of the modem / router  and wait up to 5 minutes for the router to fully reboot.

ONT – White box on the wall connected to your router:

If you see a red LOS light on the ONT please call support on 061-512000 as a service call is required to resolve the issue.

Bypass Wifi :

If you are having connection issues with your internet or want to speed test the connection this only way to accurately see what the issue could be or what speed you are getting is to connect directly into the router / modem . To do this you need to acquire another Ethernet cable and plug it into one of the 4 LAN ( Yellow / Orange colour ) ports on the wireless router ( the picture above will help guide to where the LAN ports should be ) . Then connect the other end of the cable into a laptop or PC. If you are unable to get online call support on 061-512000. To test the internet speed you need to google speedtest.net. Before doing a speed test click here for more info about how to run a speed test.

Customers are provided with a standard wireless router. The average range of these routers is max 10-15 meters with a clear line of sight to the router. This is why we cannot guarantee that all premises will have full Wi-Fi coverage / Signal

Wi-Fi coverage can be reduced by mass concrete floors, old stone walls and even some types of insulation,  local interference i.e Bluetooth, baby-monitors etc. If you have a large house, you may need more than one wireless access point or other solutions to give the Wi-Fi coverage you need.

For advice on wireless coverage / Wi-Fi solutions / we can do a wireless survey in your home, talk to our sales team on 061-512000 or email us here for more information

The following charts below will help explain how wireless coverage works and problems you can come across when using a wireless connection:

This is how wireless signal works if the router is located at one side of the house, the signal gets weaker as it travels further which will effect connectivity and speed.

This is how the wireless signal works when the router is placed in the centre of the house the signal is distributed better around the house but still gets weaker the further it goes.

We supply wireless mesh units which can be installed by us or by the customer. This is a very efficient method to improve wireless signal through your home. Contact us on 061 – 512000 to find out more and book a wireless survey with us. Any work will be quoted before it begins. Click here to watch a video explaining how the MESH system works!

Please note: Wifi coverage can still be reduced by size of the house,  mass concrete floors, old stone walls, local interference and even some types of insulation.

The chart above shows the recommend signal strength for different tasks and how stable the connection would at different strengths. The chart is more of a rough guide to the amount of signal needed as even with an excellent signal strength you can get the odd connection drop / buffering when watching high resolution streaming. Click here to watch a video that explains Wi-Fi is a balancing act of both  speed / bandwidth and range.

Difference between wireless MESH system and Signal Repeaters 

The picture above is a graph that explains the difference between a wireless MESH system & signal repeaters also known as – “power-line adaptors” / “Boosters”

1. First part of the graphs shows 3 nodes all in blue, this is showing the wireless MESH system. The wireless MESH systems consist’s of two or more router-like devices that work together in order to blanket your house in Wi-Fi. The MESH works on extending the wireless coverage by creating a separate wireless network to your main wireless router. This is a more effective method then repeating the wireless signal from the main router which can cause issue’s which will be explained in the next bullet point.
2. The second graph on the bottom is showing how signal repeaters work. Signal repeaters can only communicate with your main router. What this means is it can only repeaters the signal from the main router meaning there is going to be drop off in connectivity and speed as shown in the picture above especially if the extender picks up a bad signal. If you set up multiple Wi-Fi extenders you can run into more issues.

Bad apple:

It only takes one device that is connected to your Wi-Fi to make the entire network suffer as your wireless router work much harder to get the signal to that device.

One example of a bad apple scenario are smartphones and tablets that are lying around when charging where the signal strength is poor, while downloading updates for apps or firmware in the background. These are far from the only reasons bad apple situations happen, however.

Multiple factors can cause devices to get poor coverage and become bad apples:

• Being too far away from the nearest wireless access point.
• Old / cheaper hardware and Old firmware that don’t support the latest and fastest standards for wireless communication which will cause a bottleneck.
• Anything that generally blocks, interferes with, or weakens wireless signals. How Building Materials Affect Wi-Fi Signals

Any combination of the above points will of course increase the risk of having poor Wi-Fi signal. In a home where a router in the living room is the only wireless access point, a smartphone charging in a bedroom upstairs still downloading the latest app / device updates in the background can easily become a bad apple.

The speed of your connection will depend on a few factors:

– The package you are subscribed to: For example , on the BBnet FTTH 150 package, users will have a maximum download speed of up to 150Mbs and a maximum upload of  up to 30Mbs . You can check which package you are subscribed to by E-mailing: support@bbnet.ie

– The number of devices: The more devices that are connected to the internet at any one time, the more you are splitting the bandwidth to each device so the less each user will get!

– Time of day: BBnet provides a contended service to its wireless customers. i.e. it is shared. At peak time, there is increased demand from all internet users and as a result services can be slightly slower during these times.  Peak time is generally between 5pm – 11pm.

– Fair usage: All BBnet fibre packages have unlimited usage there is no limit to how much you download or upload.

– Weak WI-FI signal! : BBnet can not guarantee wireless signal coverage in any house but a weak WI-FI signal effects both connectivity and bandwidth received by the wireless device click to find out more as to why this happens click here to find out more about how WI-fi works and WI-FI solutions.

– Your own equipment! : The performance of your pc, laptop or tablet may be slow and this will effect the performance of your browsing experience. We would also advise all customers to have a valid up to date anti-virus program and firmware on all their devices.

– File transfer rate: When downloading data ( Video, Music documents etc )  the file transfer rate doesn’t reflect the quality of the internet connection. The reason for this depends on your own hardware and the server you are downloading from can bottle neck your broadband connection performance. Click here for more info on file transfer rates.

Bottle neck devices: 

For Fibre to the home customers your hardware is a big factor on how much you can attain from your broadband connection. we have listed a couple of factors that will prevent you from reach the full bandwidth of the selected package:

Mobile phones –  The performance / network chip of each device varys. For example a basic smart phone like a Samsung J3 will only peak at Maximum 30Mbs. A higher end device like a Samsung s10 depending on wireless signal and amount of active apps can attain a much higher speed. Price more expensive devices does not reflect the amount of bandwidth it can handle check the specifications of the device you have or planning to buy.

CPU – (  Computers brain ) – The most common factor  for not being able to reach the full speed of the selected package is down to the computers CPU. Most consumer grade CPU’s found in desktop computers or laptops have basic processors which don’t have the processing power to process the amount of speed / data. These CPU’s are more designed for basic tasks like internet browsing file management, playing media etc.

CPU guide: https://www.tomshardware.com/reviews/cpu-buying-guide,5643.html

For WI-FI users to get the maximum bandwidth out of your device you have to be connected to the 5ghz signal this band is designed for better speed performance with less interference especially with newer and higher end devices but the range is much shorter then the 2.4ghz signal. When connected to the 2.4ghz band this is designed for longer range but the speed has to be lowered so it reaches the connected device. The 2.4 ghz signal is much interoperable to interference like i.e Bluetooth, microwave baby monitors etc. Older and cheaper devices may not have access to the 5ghz band.

Click here to watch a video which explains the difference of the two band in more detail.

– Speed testing your connection: The only accurate way to test you internet connection speed is to connect a device directly to one of the 4 LAN ports on the Fritzbox router with a laptop or pc and going to www.speedtest.net. If you speed test from a wireless device ( i.e phone ) or IPTV box or browser this wont give you an accurate result. Make sure the the device you are testing with is the only active device on the network as other devices using the same network or WI-FI will effect the result of the speed test.

– Changing server: Changing the server is important as a lot of the servers can be congested by other users and effect the result we recommend changing the server to one of these options Blacknight – Carlow or Cork Internet eXchange Cork these options can be found below the GO button, once this option has been changed to begin the test press the GO button.

Please note: 

It should also be noted that the bandwidth available on one device ( Smart phone, tablet, desktop, laptop etc. )  is not the maximum bandwidth coming in to the house. This does not mean this level of speed is available to each device. The more devices connected in your home, the less bandwidth that will be available to each device. Click here to find out more about the differences between WI-FI and internet 

When video sites buffer (seen by the user as stuttering, pausing or stalling) it can be frustrating as it interrupts the user experience. Often, rebooting ( turn off and on again ) all of your equipment can help.

We don’t not recommend to stream wireless / cast from a mobile device (chromecast)  if at all possible as this method can be prone to intermittent connection or buffering especially if the signal gets interrupted or the WI-FI  signal is poor.

However you should keep in mind the following:

– How many people are using the same internet connection at the same time? the more people sharing the connection, the less bandwidth each device is going to get.

– The performance of your PC/Laptop/Tablet may be affecting video streaming. Older devices can struggle with new media.

– Ensure that your anti virus program is up to date. If you have picked up some malware on a device it can cause problems with your device and the performance of applications.

We recommend if it is possible to connect the devices you are using to stream i.e Smart tv, Netflix, sky box etc. directly to the router to one of the LAN ports with a Ethernet cable for the best experience. There are solutions / workarounds if this isn’t possible we supply wireless mesh system which improves wireless signal through your home with a built in LAN port to connect your streaming device directly or you can get power line adapters to create a direct connection through the power sockets. Please note when using power line adaptors the devices use the electrical grid of the house to transfer data. Depending on how the electric grid / fuse box is laid out & age could effect the performance / bandwidth reaching the connected device.

Please note:

It should also be noted that the bandwidth available on your internet connection is the maximum bandwidth coming in to the house. This does not mean this level of speed is available to each device.
The more devices connected in your home, the less bandwidth that will be available to each device.

We have created a list of recommended bandwidth / speed to stream for popular platforms / streaming services. The data listed is also listed through these streaming providers FAQ’s aswell. The Figures shown are the minimum requirement for what ever resolution your streaming meaning these figures are not the optimal especially if there are other devices connected and using the connection. There is also some helpful info for gamers who use gaming consoles.

YouTube Video Resolution recommendations

Recommended sustained speed*

4K – 20 Mbps
Full HD 1080p – 5 Mbps
HD 720p – 2.5 Mbps
SD 480p – 1.1 Mbps
SD 360p – 0.7 Mbps

Netflix Video Resolution recommendations

Recommended sustained speed*

4K – 25 Mbps
Full HD 1080p – 10 Mbps
HD 720p – 5 Mbps
SD 480p – 3 Mbps
Recommended broadband connection speed 1.5 Mbps

Apple TV – Video Resolution recommendations

Recommended sustained speed*

Ultra HD 4K – 25 Mbps
Full HD 1080p – 8 Mbps
HD 720p – 6 Mbps
Standard definition 480p – 2.5 Mbps

RTE Player :

RTE Player uses HTTP Adaptive Streaming which allows the video stream to change in quality depending on the speed of your broadband connection.RTE currently offer streams at up to 2 Mbps. Select programming on RTÉ Two live streams at HD quality. If you wish to manually adjust the quality of the video you can do so via the menu which is located at the bottom right of the video player window.

Sky on Demand :

Sky On demand works best with a broadband line speed of more than 2Mbps. The faster your broadband, the faster your downloads.

XBOX:

Xbox recommend the following for gaming or video streaming on Xbox Live.
Keep in mind that these are the minimum requirements in order for a game or an app to have a “Certified” experience.
The higher your connection speed, the better your experience will be.

Online gaming SD video streaming HD video streaming
Download speed 3 megabits
per second 1 megabit
per second 3.5 megabits
per second
Upload speed 0.5 megabits
per second N/A N/A
Ping Less than
150 milliseconds Less than
150 milliseconds Less than
150 milliseconds

Taken from (http://support.xbox.com/en-US/xbox-360/networking/random-disconnect-solution)

Playstation:

Sony recommend a connection speed of at least 3Mbps downlaod and 1 upload game requirements may vary . More information from Sony Support Guide
http://ie.playstation.com/ps4/support/guides/detail/item749710/NP-37668-0/

Please note: These are the minimum requirements meaning the more speed available to your device i.e the less devices that are connected to your network the better your user experience will be when gaming online. Note BBNet will not support port forwarding this has to be done by the customer and will effect the warranty on any equipment provided by BBNet.

We can not support Smart Tv’s, Firesticks IPTV boxs etc or trouble shoot any equipment not supplied by BBnet :

Smart TV’s:

Smart TV’s are like very big smart phones the devices comes preloaded with apps software & services that you may not use but can effect the amount of bandwidth your smart tv takes up especially when the tv updates apps and software. Always make sure the tv is on the latest firmware as this can cause issue with performance. The reason why we recommend a wired connection direct to the smart tv is because wireless unit on most smart tv’s are not the most effective and digital noise from Smart tv doesn’t help with range i.e even if there there is a strong signal getting to the smart tv there is still a chance that the stream could buffer.

Amazon Fire sticks, Chromecasts etc:

If you are using a  chrome cast, firestick etc  these devices do not come with Ethernet ports so these devices will need a strong WI-FI signal to work efficiently. If these devices are picking up anything less then an excellent signal you will most likely run into trouble with these devices. Another thing you need to know is that Wi-Fi extenders can cause interference with these devices resulting in a poor experience. Go to our wireless section of this support page “ Why is my WI-FI signal poor “

IPTV:

IPTV box’s are an “alternative” to traditional tv boxs / tv services and this is a device BBNET can not support. Reason being is IPTV stream program’s, movies, live sport etc from unknown sources through the internet and even if you are connected direct to the router and getting the bandwidth required to stream it can still buffer or loss signal. How much it buffers depends and what server the the IPTV box is connected to i.e if you are watching stream off a European server performance will be better then streaming off a server in the USA which will result in more buffering as the server located further away.

These potential issues listed above with video streaming does not reflect the quality of the BBnet internet service.

As much as you like! all of BBnets fibre packages come with unlimited usage.

If you are using a wireless router provided by BBnet by default, we don’t allow access. We do not give administration passwords for wireless routers to customers. If you want to log into the router contact support on 061-512000. Logging into TP-link / Frtizboxs will void BBnet warranty and support on the device.

For applications where port forwarding or other settings are a concern, you will need a static IP address contact BBnet support for more info on 061-512000
Any router that has been reconfigured, reset or has had settings changed, will not be covered by BBnet warranty and support. There may be a charge for a service call / replace equipment to resolve any issues.

If you are having problems with your router or wish to talk about settings, please contact support or call: 061-512000 and press option 2

We do not issue static IP addresses unless requested. Customers may have a specific requirement for a static address, in which case it will be issued from our office on request. Common reasons for needing a static Ip is for a DVR, CCTV, gaming or applications where port forwarding may be required.

Please note: You will need to apply the static IP to the router yourself and this will void the warranty supplied and support for the wireless router aswell.

There is a charge from €7.50 per month for the static ip address chargeable on issue.
To find out more about static ip addressing, get in touch!

Customers using BBnet need to use our outgoing mail server for outgoing email traffic.
Users should set this in the server settings for your email account on your email program( Outlook, Windows Mail,  Apple Mail etc)
The outgoing email server or smtp server is relay1.bbnet.ie
Outgoing port is : 25
SSL should be disabled for outgoing SMTP

BBNET customers should use the following server address : relay1.bbnet.ie.
Outgoing Port should be set to 25, and SSL should be disabled for outgoing SMTP

As much as possible, BBnet try to inform customers 24 hours in advance of any planned downtime. This is sent via SMS ( text message ) to the primary / valid Irish mobile number of the account holder . If you are not receiving these notifications, it is likely we do not have a valid email address for you and you should send us your new Irish mobile number.