topic Re: Minimum Guaranteed Speed and DLM reset in Broadband

Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 13:25:56 GMT

Hi:

I am on "Fibre" and my minimum guranteed speed as detailed in my sign up email is: -

"Minimum Guaranteed Speed: 12.1Mb"

Not for the first time the DLM at the exchange seems hell bent on dropping the sync rate on the line almost every night.

But though the line is fine (I constantly monitor packet loss) and is usually a whopping 24mbps.

Currently our line is as below .... (DSL up time is the result of the DLM re-syncing the line AGAIN last night)

The only thing that is required is a DLM reset. I tried to get this carried out by going through support last time.
It was an extremely laborious task and ended with me speaking with support, support managers and finally <redacted>.
<redacted> was extremely helpful, knew exactly what was needed, and reset the DLM. Problem sorted! (This was on the 18th of September)

Is there any way I can speed up (no pun intended) the process and ask that somebody pass on my request to have the DLM reset on my line?

I would be most grateful.

Thanks.

Moderator's note:
Personal information removed from a public forum (to an area that staff can see) as per Forum rules.

Re: Minimum Guaranteed Speed and DLM reset

jab1 — Mon, 04 Nov 2024 13:25:06 GMT

@zenza (1) You shouldn't get resyncs that often (2) your downstream speed is horrendous. So Community members can advise, can you post the result of this link: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome (obscuring your address?

Also, because I suspect we will be asking more questions, which router do you have?

Re: Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 13:46:08 GMT

Hi:

Thanks for getting back. My router is a TP-Link Archer VR600 v3 - the results are the same on the Plusnet router (and the BT router before that). I know my line is not the best but BT wholesale have previously stated that they cannot replace the line and that I would have to wait for the big rollout. The annoying thing is half of my village has lightning fast speeds and I'm only 600 metres from the fibre cabinet (but on copper).

Personally I think the DLM has a bit of a hair trigger problem.

Here is a grab of the results as requested: -

Re: Minimum Guaranteed Speed and DLM reset

jab1 — Mon, 04 Nov 2024 13:53:32 GMT

Thanks for that. Irrespective of a 'bad' line, you are way below the 'handback threshold', so I would report a fault using https://www.plus.net/help/report-a-problem/ . As I'm not familiar with your current router, is it possible to display similar information from it to the below (screenshot from a Hub2 router)?

Re: Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 14:09:48 GMT

The best equivalent..

Re: Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 14:15:48 GMT

If I report a fault and Openreach get involved they will tell me the same as on the last three occasions - wait until the rollout because they won't carry out the work (replacing the copper pair) because it wouldn't be worth it. I've been through this a few times before. It always just ends up with a DLM reset and that puts me back on track until the DLM starts dropping the speeds gradually over time again. Sometimes its 3 months, sometimes 6 months. If I'm very patient when it finally gets down to about 4mbps it eventually resets itself back to around 24mbps.

Quickline have already dug up my road and keep pestering me for business but quite frankly I would rather use baked been tins and string rather than go with that shower.

Re: Minimum Guaranteed Speed and DLM reset

jab1 — Mon, 04 Nov 2024 14:20:19 GMT

OK, I understand and sympathise with your frustration. Bearing in mind the lousy service you have, would you be prepared to replace the current router with the PN Hub2 for a few days, as that gives access to a wealth of useful information - if you still have one?

Re: Minimum Guaranteed Speed and DLM reset

Dan_the_Van — Mon, 04 Nov 2024 14:23:48 GMT

@zenza

The status page from Advanced Settings is what required

Re: Minimum Guaranteed Speed and DLM reset

jab1 — Mon, 04 Nov 2024 14:24:44 GMT

Thanks @Dan_the_Van

Re: Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 14:25:41 GMT

Fair enough - all I saw on the example was firmware info - thought it was a strange request to be fair.

Re: Minimum Guaranteed Speed and DLM reset

jab1 — Mon, 04 Nov 2024 14:31:02 GMT

Thanks for that @zenza . It proves what I said - you are way below your potential speed and below the Hand-back Threshold, so Openreach need to pull their finger out and make some effort to improve the situation. If I were you, I would be raising Cain and involving my MP/contacting the Openreach CEO.

Re: Minimum Guaranteed Speed and DLM reset

Dan_the_Van — Mon, 04 Nov 2024 14:41:17 GMT

Not a nice situation to be in

Looking the time DSL uptime it was probably due to a DLM reset around 02:00

As well as Johns suggestion have you used plusnet complaints procedure?

https://www.plus.net/help/legal/complaints-code-of-practice/

Dan.

Re: Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 14:42:13 GMT

Hi John:

I've been down this route too many times and to be quite honest I have many bigger problems in my life right now, so much so that I really don't have the energy to waste so much time trying to get my line to the holy grail speed of 11 mbps. (The guaranteed minimum).

Just need a DLM reset. Fttp is supposed to be available before Xmas 2026. Not a long time to wait in the grand scheme of things.

Re: Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 14:45:54 GMT

I did that last time and got a call from a CSC Analyst at plusnet (name was redacted above). Spoke with him for less than 5 minutes. He immediately reset the DLM. Had 20+ mbps ever since. Well until the DLM started knocking down my speed a nudge almost every night for the last couple of weeks.

Re: Minimum Guaranteed Speed and DLM reset

jab1 — Mon, 04 Nov 2024 14:46:44 GMT

Fair enough, @zenza . A 12 month wait for FTTP would have me asking for a better solution than a DLM reset every month, but if that is what you want -ring Customer Support - asking on here will probably mean you wait a month for a response.

Re: Minimum Guaranteed Speed and DLM reset

jab1 — Mon, 04 Nov 2024 14:48:02 GMT

@zenza wrote:

I did that last time and got a call from a CSC Analyst at plusnet (name was redacted above). Spoke with him for less than 5 minutes. He immediately reset the DLM. Had 20+ mbps ever since. Well until the DLM started knocking down my speed a nudge almost every night for the last couple of weeks.

It will do that, in an attempt to maintain a stable connection.

Re: Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 14:50:16 GMT

Coming on here was my way of trying get around customer support - in the hope that somebody at Plusnet might see my post.

My experience last time was enough thanks very much. Having to teach a support person how to type an underscore on a keyboard was the first step in a 50 minute call that got me nowhere.

Thanks for all your help anyway everybody - very very much appreciated.

Re: Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 14:53:41 GMT

My idea of a stable connection is definitely not the same as the DLM. 24mbps with a bit of packet loss is way better than an utterly [-Censored-] sync speed with no packet loss.

I remember many years ago being with an ISP called BeThere (I think that was their name) - they gave you the option to manage your own connection profile. Ahh the good old days. Probably before DLM was invented.

Re: Minimum Guaranteed Speed and DLM reset

zenza — Mon, 04 Nov 2024 15:56:03 GMT

@jab1 wrote:

Fair enough, @zenza . A 12 month wait for FTTP would have me asking for a better solution than a DLM reset every month, but if that is what you want -ring Customer Support - asking on here will probably mean you wait a month for a response.

Xmas 2026, 24 months, not 12 months - but I'm very patient(ish). 😉

Re: Minimum Guaranteed Speed and DLM reset

jab1 — Mon, 04 Nov 2024 15:59:09 GMT

You have the patience of all the saints combined - If I has to wait until then, I'd be exploding, never mind fuming, @zenza .