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GlennObrien
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Message 1 of 19

Superfast Fibre Unlimited Speed Issue

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Hello, I moved in to a new house beginning of November and upgraded to Superfast Fibre. For first month had average speeds of 32-34MB (guaranteed speed is 27 so was very happy).

Had a phone line fault (no dial tone) mid December, broadband still worked but speed had dropped to 5-7MB. Engineer found broken cable at exchange and repaired. Advised me broadband speed would pick up again within 10 days, unfortunately it never has.

Did troubleshooting on telephone with support, tested speed using filter in to test port on master socket and speed came back fine, reconnected face plate and tested speed on master socket, it fell again. I was advised to change face plate, which I have now done but still no change.

I will post technical log and speed check results tomorrow when I can reconnect hub to master socket again. Just wondered if any ideas?

I am cabinet 7 and exchange is Downland.

Thanks!
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Message 2 of 19

Re: Superfast Fibre Unlimited Speed Issue

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Can you post the stats when using test socket with filter. Check there is no dial tone at any extension socket when in test socket

enter phone number and post results remember delete number.  https://www.btwholesale.com/includes/adsl/main.html



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GlennObrien
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Message 3 of 19

Re: Superfast Fibre Unlimited Speed Issue

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Unfortunately I have to rearrange the front room furniture to disconnect the hub and phone line so I will do it in the morning. Thanks for the reply though.
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GlennObrien
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Message 4 of 19

Re: Superfast Fibre Unlimited Speed Issue

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1.png2.png3.png

 

Checks done using filter in test socket on master box. Chrome speedtest results varied from 20mbps to 95mbps so results shown are using Edge which seemed more stable.

Will now do a test on master box with face plate re installed.

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GlennObrien
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Message 5 of 19

Re: Superfast Fibre Unlimited Speed Issue

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These are results testing on master box with face plate reinstalled. Face plate has been replaced as advised by telephone support but results ares till the same.

4.png5.png

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Message 6 of 19

Re: Superfast Fibre Unlimited Speed Issue

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There is a problem with your faceplate, or there is something connected to it, perhaps its an unfiltered faceplate, and you have extension wiring connected to the bottom section?

What does your master socket look like?

Master socket with one socket

Or

Master socket with two sockets

Do you have any extension sockets?

 

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GlennObrien
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Message 7 of 19

Re: Superfast Fibre Unlimited Speed Issue

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Looks like top left one. Master box is in a cupboard in the hallway, have a socket in the front room where HH is located and a socket in bedroom with another phone on that too.

Sockets in front room and bedroom look nothing like any on your diagram though
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Message 8 of 19

Re: Superfast Fibre Unlimited Speed Issue

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@GlennObrien wrote:
Looks like top left one. Master box is in a cupboard in the hallway, have a socket in the front room where HH is located and a socket in bedroom with another phone on that too.

Sockets in front room and bedroom look nothing like any on your diagram though

Then that is an unfiltered faceplate, which is letting all the broadband signal go down the extension wiring.

When the bottom section was removed, could you see the extension wiring connected to it like this?

back_master_ext.jpg

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GlennObrien
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Message 9 of 19

Re: Superfast Fibre Unlimited Speed Issue

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Yep, exactly like that behind the faceplate.
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Message 10 of 19

Re: Superfast Fibre Unlimited Speed Issue

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@GlennObrien wrote:
Yep, exactly like that behind the faceplate.

There is no easy fix for this, as you are not using the master socket for your broadband, so you cannot fit a filtered socket. Is there any chance you could either put the hub in the cupboard, or run a separate RJ11 extension cable from the master socket to the home hub?

I assume the bedroom socket is in use, and has a filter in it?

You could try removing the bell wires to see if it helps, otherwise its a major rewiring job.

https://www.filesaveas.com/jarviser/bellwirenutshell.html

Its all that extra extension wiring that is causing the loss of speed.

 

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