Trying to move router downstairs - will not work

[#1]

Hi all. I am in need of some advice on behalf of my mum.

Now, I am in no means tech savvy so any help given its probably best to explain in laymen's terms (sorry!). Years and years ago when they had their router fitted with TalkTalk, for some reason the engineers ran a cable right through the house to the office so the router was next to the desktop computer. fast forward to 2025 this wire is now under the carpets for tidiness, however the Wi-Fi speed they are getting downstairs is averaging at 6.6mbps. They no longer use the desktop computer, so I tried to move the router back downstairs for them so they don't have issues watching catchup TV or using their iPad, mobile phones etc (currently Catchup TV is impossible to watch, and Wi-Fi signal to their phones or iPad is incredibly slow, even disconnecting multiple devices from the Wi-Fi for 1 to try and work stronger. 

Now, when I've moved the router downstairs, to the master socket, the router does not establish a connection. I've tried  various cables and none work, including one recommended by PlusNet from Amazon. When I've spoken to Plusnet about this issue, they have said they wont send out an engineer to fix as there is no fault on the line. The only thing I can think is; is it possible that when talktalk initially set the router upstairs, did they change the master socket to being upstairs and that's why the router isn't working at the socket downstairs (that was the original master, but surely it should still work despite not being the more beneficial socket to be connected to?) I just feel at a complete loss over what to do when Plusnet will not send out an engineer to look at the set up and fix it for them, when none of us really know what to do. The only advice Plusnet would give was to try another cable (I've tried 3 or 4 already).

If you've made it this far, thank you so much for taking the time to read, any help would be hugely appreciated. I'm happy to try any fixes so they can live with decent working wifi, as would be expected in 2025. Any further information needed I will do my best to provide. Many thanks, Cherry

[#2]

@cherrybee A long post 😁 , but I'll start at the easy bit - have you tried a phone in what you think may be the original master socket - providing of course that your mum still uses a landline, or is she on SoGEA -broadband without  a phone?

[#3]

Hi John, 

Thank you for reading and responding. I haven't tried a phone in that socket no. There used to be one always plugged into that one, the only reason for disconnecting was because they favoured using the cordless ones they also have (1 plugged in upstairs in the other socket, the other handset just plugged into mains in the living room). By all means I can try plugging the phone into the original socket. Would this be to check the line is still working?

many thanks

Cherry

[#4]

More to check that the socket is still live. If it isn't, you have problem of some sort. Dunno what yet, though.

[#5]

Cherry,

Does the downstairs socket say something like "Master Socket" or similar on it?

Can you see the line incoming to the downstairs socket?

The line run through the house was probably at the request at the time so that the computer (probably without WiFi) would work with the Internet.

I'm wondering about filters.

A modern installation will have a master socket where the line comes in and filtered extensions for phones. This can't be like that unless the upstairs socket is the master.

It may also be that the incoming service isn't that fast. What does a wired speedtest on the desktop computer give (assuming it's still available) or any other wired device?

Also, with a phone or iPad by the router upstairs what speed do you measure?

[#6]

@cherrybee  Are any of your phone faceplates already filtered (i.e. do they have separate phone & router sockets), or do you use microfilters?

[#7]

Hi John apologies for my delay in response, yes its really taken all this time just to get my mum to plug the phone into the original socket. They have now done this and the phone does work when connected at this original main socket

[#8]

Is a microfilter the small grey box that often comes with a new router? If so then no, they aren't using that for the set up

[#9]

Hi Mark
Thanks for your message. Please excuse me for things im unaware of, im extremely limited on what knowledge is have around all this set up, and mum & dsd even more so. It doesnt help that i dont live with them.
The phone socket downstairs is the main, original phone socket I believe, with the test socket under the face plate. The desktop computer is no longer in use, but what you say about the computer connection before wifi does sound right. The connection speed next to the router i received from my phone was 37mbps. Downstairs it averages at around 6.6mbps. The phone socket downstairs is still working, they've finally moved the phone from the upstairs newer set up to be sure this original socket im trying to plug the router into does infact still work, and it does.

[#10]

@cherrybee 

Reading between the lines and what's been said earlier

Years and years ago when they had their router fitted with TalkTalk, for some reason the engineers ran a cable right through the house to the office so the router was next to the desktop computer.

and 

Is a microfilter the small grey box that often comes with a new router? If so then no, they aren't using that for the set up

My guess (and its just a guess!) is that the wiring was altered to fit a filtered socket next to the desktop computer and the downstairs socket a filtered extension. If I'm correct, then being a filtered socket, a phone will work in the downstairs socket but the filtering will remove the DSL signal and so a router will not work. To use the downstairs socket for a router, will need the wiring altered.

[#11]

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@cherrybee wrote:
The phone socket downstairs is the main, original phone socket I believe, with the test socket under the face plate. 

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To test out the filter theory, remove the Master socket faceplate (you may need to remove two screws) to expose the test socket. Plug a filter in the Test socket and connect your router to that.

[#12]

@cherrybee  Yes. One or 2 microfilters are normally supplied with the router. If you have a non-filtered faceplate, then you need a filter for each phone that you use.

If you have a filtered faceplate, as shown in attachment, then you don't need the filters. Instead, the router is plugged into one socket & a phone in the other. However, any extension sockets attached to this filtered faceplate will also be filtered & suitable for phone use only. You cannot use any extensions for broadband. Some filtered faceplates have the sockets next to each other.

So, I tend to agree with MisterW.