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MJ1777
Beginner
889 Views
Message 1 of 10

Upgraded to Fibre and way slower than before - Help?!

Hi, 

We're based in Cornwall and were getting a max of 14 Mbps on Broadband.

We were called with the offer of a free upgrade to Superfast Fibre, and we went with Superfast Fibre Plus, with expected speeds of 14 to 24 MBps

The upgrade happened on the weekend - and frustratingly we've dropped to a max of 8 Mbps, averaging about 5 Mbps. There is a guarantee, and that is for 10 Mbps. 

We're in the sticks in Cornwall, but we've always done quite well compared to other villages because we're closer to the cabinet as I understand it. So on Friday we were on 13 Mbps and by the end of Saturday we were stuck on 5 to 8 Mbps. 

Please can someone help me identify what is going on?

Thankyou

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9 REPLIES 9
MJ1777
Beginner
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Message 2 of 10

Re: Upgraded to Fibre and way slower than before - Help?!

Here's a screenshot of the results from dsl checker, hope it helps:

clipboard_image_0.png

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pippincp
Distinguished Sage
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Message 3 of 10

Re: Upgraded to Fibre and way slower than before - Help?!

Please remove your phone number as this is a public forum.

Is there any noise on your line? 17070 option 2, best with corded phone.

Could you post the connection stats from the hub.

HH6 Advanced settings/technical log/information.

HH5 Troubleshooting/helpdesk.

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MJ1777
Beginner
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Message 4 of 10

Re: Upgraded to Fibre and way slower than before - Help?!

Thanks for the response. Phone number removed. 

Yes there is noise on the line - not crazy, but it certainly wasn't a 'quiet line', bit of hiss in background??

I will figure out how to post the connections stats from the hub and post them up

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pippincp
Distinguished Sage
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Message 5 of 10

Re: Upgraded to Fibre and way slower than before - Help?!

If you have any noise with a corded phone then report it. Unlike ADSL, line noise will have an adverse effect on VDSL lines.

DavidM
Moderator
Moderator
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Message 6 of 10

Re: Upgraded to Fibre and way slower than before - Help?!

Hi @MJ1777 and thanks for posting.

@pippincp is right. If you have noise on the line report it to 0800800151. Once that's sorted you'll see an improvement in the connection.

Cheers

David

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MJ1777
Beginner
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Message 7 of 10

Re: Upgraded to Fibre and way slower than before - Help?!

Thankyou for the information on line noise. I redid the quiet line test using just the test socket with everything else unplugged - it was quiet. Internal wiring / extension socket seems cause of noise. So:

I've now plugged the router into the main socket and disconnected everything else, - line seems quiet but still the same speeds.

I have run the technical log/ information and this is what I've got. If you could please have a look and advise further be much appreciated. Thanks.

clipboard_image_0.png
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licquorice
Distinguished Sage
Distinguished Sage
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Message 8 of 10

Re: Upgraded to Fibre and way slower than before - Help?!

You are now getting 16M with a possibility of further speed increase to 21M when DLM decides your line is stable enough for 3dB noise margin. Just leave everything stable and you speed should increase.

DavidM
Moderator
Moderator
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Message 9 of 10

Re: Upgraded to Fibre and way slower than before - Help?!

Thanks for getting back @MJ1777

The test socket seems to be the way forward so follow @licquorice advice. Get back to us in a few days and let us know if theres any change.

Cheers

David

MJ1777
Beginner
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Message 10 of 10

Re: Upgraded to Fibre and way slower than before - Help?!

Thanks @DavidM @licquorice @pippincp  for such quick replies, a great help. 

I will see what happens in next few days 

Cheers

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