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Re-optimize my broadband connection?

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25 REPLIES 25
Team Player

Over the past year my broadband speed has slowly dropped from 33.2 Mbps to currently 10.9 Mbps. I have had a chat with an Openreach engineer and he has advised me that it's probably due to the resistance in my internal phone lines as the router is a very long way away from the master socket. I have plugged the router into the master socket now for about a day but my speed hasn't increased. Do I need to request an exchange reset to re-optimize my broadband connection?
If so how do I go about it?

I have tried talk via chat but they just wanted to send me a new router.

Best regards,
Jon.

Community Star

If your speeds were over 30 meg at the outset then I presume you have a fibre service. In which case the line is automatically controlled by Openreach DLM and cannot be reset. Connecting at the master socket is good, connecting at the test socket would be even better as that will disable your internal wiring, try that and see if there is any improvement over the weekend.

Team Player

Cheers Ferguson. I will give it a try over the weekend.

Community Team - TT Staff

Hi Jon1234,

 

How have you found the connection and speed since your last post?

 

Thanks

 

Team Player
Hi OCE_Michelle,
I've just had someone at home check (I'm currently in work) and it's still around the 10 Mbps so it hasn't got any quicker.
Regards,
Jon.
Community Team - TT Staff

Hi Jon

 

Thanks for your reply.

 

Would it be possible to connect the router directly at the test socket for 48hrs without rebooting the router? We can then check the connection stats to see if DLM starts to increase the speed in this set up.

 

Thanks

 

Debbie

Team Player
Hi Debbie,

The router has been directly connected to the test socket and left switched on since friday, after ferguson the Community Star's advise (See post 2 of 6).

Regards,
Jon.
Team Player

Hi Debbie,
I forgot to mention that I have taken several screen grabs of the "Broadband Information" from the router over the last 3 days, if it will help?

Regards,

Jon.

 

Community Team - TT Staff

Hi Jon1234,

 

Thanks for confirming this. The line test hasn't detected a fault. Is the voice service ok with no noise on the line? Do you have an alternative router that you can test with?

 

Thanks

 

Team Player

Hi Michelle,

 

Voice service ok and I don't have an alternative router to test with.

 

Regards,

Jon.

Community Team - TT Staff

Hi

 

I've a router on the way to you so a hardware issue can be ruled out.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

Team Player

Thanks Karl,

 

I will post again once the router has arrived.

 

Regards,

Jon.

Community Team - TT Staff
Team Player

Hi,

New router plugged into test socket and switched on.

Router shows the following...

Current speed - Download 11.4 Mbps - Upload 10.0 Mbps

Hardware Version - FAST5364 3.00

Software Version - SG4K10001400t

Standard - VDSL2 (G_993_2_ANNEX_ B)

Line Encoding - DMT

Link encapsulation - ATM (G_992_3_ANNEX_ K_ATM)

                                                Downstream      Upstream

Actual Rate [Kbps]11397                    9996

Maximum Rate [Kbps]   65522                    9996

Noise Margin [dB]           0.00                        6.00

Attenuation [dB]              18.40                     0.00

Power [dBm]                     11.10                     5.90

 

 

 

Community Team - TT Staff

Hi

 

I'm also detecting a bridgetap on the line, so this will need an engineer.

 

I'll drop you a PM with the info required.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

Community Team - TT Staff

Hi Jon1234

 

Thanks for the Private Message.

 

Please can you also provide your availability for an engineer visit AM and PM?

 

Debbie

Team Player

Hi OCE_Debbie,

 

The availability regarding AM or PM depends on the date that the engineer would be visiting as I will have to arrange time off work.

 

Regards,

Jon.

Community Team - TT Staff

Hi Jon

 

If you could provide a couple of dates that would work for you then I can ask our Network Team if they are available and then post to confirm once the visit has been arranged.

 

Thanks

 

Debbie

Team Player

Hi Debbie,

 

Please just book me the next available visit and I will sort something out.

The only thing is I am away between the 24/08/19 to the 01/09/19.

 

Regards,

Jon.

Community Team - TT Staff

Hi Jon

 

I've passed your availability for an engineer visit over to our Network Team and I will post back on this thread to confirm the date and time of this visit.

 

Thanks

 

Debbie