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Broadband issues since upgrading

Posts: 3
Registered: ‎19-01-2021

Broadband issues since upgrading



I've decided to upgrade to Unlimited Fibre Extra earlier this year, but the broadband speed seems to actually be worse.


Every one of my devices (phone, laptop, TV) loses connection more often. And we see the connection crash overall more often too.


It feels very strange that this happens across every single device, so it must be the broadband itself.


Is this common? Are there any coverage issues i should be aware of? I'm based in the Dartford area, if that helps.

Thank you.



Tags (1)
Seasoned Champion
Posts: 1,042
Thanks: 390
Fixes: 39
Registered: ‎19-11-2008

Re: Broadband issues since upgrading

Hi @estreitinho
Could you please read dvoraks post and post back with the results of the tests?
Community Gaffer
Community Gaffer
Posts: 26,594
Thanks: 10,330
Fixes: 1,602
Registered: ‎21-04-2017

Re: Broadband issues since upgrading

Hi Rob,

I'm sorry for the issues you've had following upgrading your fibre service. I've had a look into this for you and the tests are showing a bridge tap which is generally a wiring issue and I suspect may be more prominent now that the line's trying to push more speed to you so your connection's falling over. 

I'd recommend plugging your router into the test socket explained Here making sure there's no extension cabling between your router and the telephone socket to rule out any issues with internal wiring.

If you're still having issues, please can you raise a fault ticket at so we can arrange an engineer visit to investigate further? If you can post back afterwards we'll make sure that's picked up as soon as we can.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi