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Spectacularly slow fibre broadband

markhawkin
Aspiring Pro
Posts: 239
Thanks: 31
Fixes: 5
Registered: 17-07-2016

Spectacularly slow fibre broadband

My "mature" in-laws had dreadful ADSL speeds. After some years the speed of page display got to (even) them and they wanted "the computer speeded up" and I got them to sign up for VDSL fibre. This had a predicted speed of around 40Mb/s and I thought that would do it.

Once installed I went round and did a speed test, 25Mb/s down/2Mb/s up. Not great but better than the 2-3Mb/s down/0.2Mb/s up they had on ADSL.

Two weeks later I visited again and the speed had decreased to 3Mb/s down but 2Mb/s up.

The limited Hub One router logs suggest disconnections and reconnections. Their phone wiring is somewhat suspect having lots of extensions and (I suspect) various stubs and joins. I didn't think of listening for noise.

On my next visit I'll investigate further and I've asked if a more direct wire to the place where the Hub One is can be run so the setup can be improved.

If I provided their username would it be possible to see the disconnection logs for their line ?

 

 

I am the satisfied customer....
5 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Spectacularly slow fibre broadband

Hi there,

 

If you can PM me their username I can put the connection logs on to a ticket on their account where they/you can view it.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
markhawkin
Aspiring Pro
Posts: 239
Thanks: 31
Fixes: 5
Registered: 17-07-2016

Re: Spectacularly slow fibre broadband

Many thanks for the logs. I'll investigate further.

I am the satisfied customer....
Plusnet Help Team
Plusnet Help Team
Posts: 8,965
Thanks: 2,817
Fixes: 441
Registered: 21-04-2017

Re: Spectacularly slow fibre broadband

No problems, let us know if you need anything else.

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
markhawkin
Aspiring Pro
Posts: 239
Thanks: 31
Fixes: 5
Registered: 17-07-2016

Re: Spectacularly slow fibre broadband

Unsurprisingly the problem seems to have been the internal phone wiring at the house.

As with many older houses the phone line enters the call and that is where the BT master socket is.

After fitting a "vDSL Faceplate Filter" and a direct cable from the "Hub One" to the master socket matters have improved considerably.

It's still not achieving the speed estimate but I hope that, given time, it will.

I am the satisfied customer....
Plusnet Help Team
Plusnet Help Team
Posts: 5,623
Thanks: 533
Fixes: 205
Registered: 01-01-2012

Re: Spectacularly slow fibre broadband

Feel free to PM me the username and I'll retest the line.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team