12Mbps speed for 65Mbps broadband

[yjiang]

Today I found my broadband download speed decreased to 12Mbps and upload speed to 5Mbps. It seems to be 65Mbps yesterday. Could you please help to fix it. Thanks!

[yjiang]

 

[KeithFrench]

Unless it is a prefiltered master socket, it must have a microfilter. Please could you take a photo of it & include it in your reply?

[yjiang]

I have no idea about microfilter. The router is connected to a socket through a phone line without any filter.  

[KeithFrench]

What about trying what I have just suggested?

[yjiang]

I tried rebooted several time by power buttons or by software reboot in route web GUI. Neither does work. 

[KeithFrench]

Hi @yjiang 

Have you tried temporarily connecting the router to the test socket behind the Master Socket's removable faceplate? Use a new or known good microfilter when you do this.

[yjiang]

Not thorough Fibre and it is copper wires. This was confirmed by engineer visited last time. 

[yjiang]

I do not know. Nobody told me how the issue was resolved.

[Divsec]

Hi @yjiang good advice from @fr8ys and @KeithFrench @ looks like a repeat of your issue back in July, how was that resolved? 

[KeithFrench]

How is your Fibre 65 delivered, via Fibre To The Cabinet (FTTC) and copper wires to your property or Full Fibre?

[fr8ys]

What have you tried yourself so far to try and improve the speed?

For example, rebooting the router? Turning the router off for 30 minutes to establish a new session? Run a line test within My Account?

If you haven't tried these could you do so and advise if any improvement or no change please.

Staff will then pick up tomorrow when they are back.