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High-speed Broadband Guide

A guide to Metronet's high-speed Internet products.

High-speed broadband speeds is available across the UK, and many of our customers are already connected to the higher speeds. Faster broadband speeds are perfect for video, downloading music and connecting more than one computer, however there are some important things you should be aware of.

Please read on to find out more about how moving to faster speed (DSL Max) broadband will affect you.

When will I be upgraded to 'Up to 6Mb'?
Because of the line speed and sync problems some customers have been experiencing after moving to 'Up to 6Mb' speeds, we are carefully managing our programme of automatic upgrades. This means that, if you can receive the service on your telephone line, you will be upgraded in time but we cannot provide provide you with an estimated timescale. We understand that many customers prefer not to wait and we have provided the option to choose to upgrade now for a £5.00 (inc VAT) one-off fee.

If you've already requested an upgrade:
Please bear with us, your upgrade may not happen straightaway due to the volume of requests we have. However, we can assure you that your upgrade will be processed.

Should I expect teething problems when I first get upgraded?
In the first 10 days following your upgrade, you will see your speeds vary, and commonly may experience disconnections and some instability of your connection. This is perfectly normal and if possible you should be prepared for it.

Tests are carried out during this period to see what speed your line can support. It's important that you frequently make new connections to the Internet during this 10 day period so these tests can take place.

It’s a good idea to disconnect your modem or router when doing this – this will force your equipment to reconnect. The simplest way to do this is to switch your equipment off, and then on again. If you’re using a router, make sure you switch the power to your router off and on again. After 10 days, your speeds will stabilise at the fastest speed your line can support.

Will my speeds vary?
With high-speed broadband the performance of your line is regularly adjusted to maintain a stable connection, and your speeds may vary as a result. This is especially noticeable during the first 10 days of your new high-speed service but will occur from time to time after your line has stabilised. This variation in speed is perfectly normal with new high-speed broadband and you should expect some performance differences to your current connection.

We will also configure your speed on our network based on information that is generated dynamically by your connection. This is to ensure that your traffic can be prioritised correctly by our network.

What speeds can I expect?
8Mb is the theoretical maximum speed available on DSL Max. Due to a number of reasons you are unlikely to see actual 8Mb speeds. The average speed during trials of the service was 5.5Mb. The reason why the actual speed you can receive is lower than 8Mb is dependant on factors such as the quality of your phone line and distance to your local telephone exchange.

How to get the best experience with new high-speed broadband?
You can get the best speeds and experience by following these tips:

Microfilters (sometimes called splitters)
Place a microfilter between the telephone socket and your broadband modem or router. You then need to make sure any other telephone sockets in you house have microfilters between them and your other telephone. This includes appliances such as satellite set-top boxes. If experiencing connectivity problems, try using a different filter as a first step.

Make sure that you have the latest modem drivers installed. Visit the website of your modem manufacturer to see if updated drivers are available. Some customers may find they have older modems that simply cannot handle the new faster speeds and would be advised to purchase newer equipment.

Extension leads
If you use telephone extension leads, these could cause disconnections and slowdowns. We recommend that you buy a broadband-specific phone extension lead to get the best performance from high-speed broadband. It is important that you keep the length of the extension lead as short as possible.

Master telephone socket
Try testing your broadband service using the main (master) telephone socket (generally the first socket where the line comes in to your house) with all the other devices unplugged from all other phone sockets. Many instances of slowdowns and disconnections are caused by faulty phone extension leads for example.

Speed test
In the first 10 days of your service you will see changes in speed, such line speed changes should be expected. Only once your line speed has stabilised, can you assess if you have a problem with your speeds.

Interleaving is a technique used to stop interference affecting your data transfer. This is now activated on all lines by default for new orders, and may be present where a fault has previously been reported. Interleaving is used by BT when providing your high-speed broadband on some phone lines, to give you a faster and more stable speed where it has been identified that your line needs it. However this may add a small delay (or added latency) on your line, which may be of concern to gamers. Removing interleaving that has been switched on is likely to result in line instability and is not recommended in most cases. If you do want to have interleaving removed please use Contact Us to raise a New Query.

Please note: some customers may see no increase in speed as a result of being moved over to the new high-speed service. In some cases we will move customers back to IPStream. However, this won’t always be the best solution, so the course of action will be considered on a case-by-case basis. Often the problem is either caused by a lack of capacity from the local exchange, or cross-talk caused by other ISP’s customers also being moved to the high-speed service.

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