Upgraded but download speed still the same

[#1]

Just upgraded to the Unlimited Fibre Extra package (43-48 Mb) and told to expect a minimum of 39 Mb.
Had the package for just over a week now, tested it several times, and never managed to exceed 30 Mb.

Any help or pointers appreciated. 

TIA.

[#2]

Hiya @berlinmackem, 

I'm really sorry you are experiencing an issue with your speed, I can imagine how frustrating it can be when you are expecting an improvement that doesn't happen.  

I'm sorry for the delay in getting back to you, we are more chocca than usual and it's taking longer than I would like to get back to you guys. 

I want to get to the bottom of this and get it sorted! 

I can see the speed is defo below what it should be and my tests are not highlighting the cause. 

I just wanted to check if you use the landline? and if so, have you heard any noise on the line?

[#3]

Hi SammyM.

Thanks for the reply.

No, I don't use the line as a landline - so no idea if there's any noise...!

[#4]

Not a problem, I have performed a test on it and its not flagging anything up there either. 

Is the router in the master telephone socket or an extension?

[#5]

It's directly into the master socket.

[#6]

Awesome and what kind of front plate does your master socket have? 

[#7]

Not entirely sure what you mean, but...

[#8]

Awesome, you are a star

Are you able to unscrew the front plate and plug the microfilter in the test socket behind? 

[#9]

I can give it a try, but aside from the aesthetics and not wanting that to be the 'permanent solution', this is a rental property so I also don't want to be messing around too much! 

[#10]

Now done that, but doesn't make any difference to speed.

[#11]

and not wanting that to be the 'permanent solution'

It's not a permanent solution. It's a useful step in testing, it isolates any internal wiring which is not the responsibility of Openreach. So if an engineer is called, then it means that there is no possibility of the fault being due to an internal wiring problem and your being charged for the visit.

[#12]

Hi SammyM.

As per your request last Friday, I did remove the plate and plug it directly into the socket, but still no improvement.

Anything further you can suggest, please?

[#13]

Hi SammyM.

As per your request last Friday, I did remove the plate and plug it directly into the socket, but still no improvement.

Anything further you can suggest, please?

[#14]

Hey @berlinmackem  

You are more likely to catch someone's attention on this forum by putting an @ symbol before their username.

for example  @SammyM 

[#15]

Hi @SammyM 

As per your request last Friday, I did remove the plate and plug it directly into the socket, but still no improvement.

Anything further you can suggest, please?