topic Re: Openreach DLM Reset in Broadband

Openreach DLM Reset

Kev23 — Sat, 22 Aug 2026 14:19:26 GMT

Dear Team

I am struggling to find a Plusnet email to send this requet to technical support

I am requesting an Openreach DLM reset on my FTTC line. My line is currently banded at 35 Mbps, which is preventing me from achieving my contracted and guaranteed speeds.

My contract is for 66 Download and 18 Upload with a minimum of 50 MBS

Here are the confirmed DSL statistics from my Plusnet Hub Two:

Downstream sync: 34.999 Mbps
Upstream sync: 7.737 Mbps
Maximum attainable downstream: 39.441 Mbps
Maximum attainable upstream: 7.737 Mbps

Noise margin (SNR): 7.8 dB downstream / 6.1 dB upstream
Line attenuation: 21.2 dB downstream / 10.2 dB upstream
DSL uptime: 21 hours 55 minutes

These values clearly show that the line is banded at the 35 Mbps profile, which is one of the standard Openreach FTTC banding levels.

This banding is preventing me from reaching the minimum guaranteed 50 Mbps on my 66 Mbps package. I have already:

Removed internal wiring variables
Tested via Ethernet
Disconnected BT Whole Home hubs
Restarted the router
Confirmed the sync rate directly from the Hub Manager

The issue is not inside the premises. It is a DLM banding issue on the Openreach side.

Please escalate this to Openreach and request a full DLM reset so the line can retrain at its proper rate.

Please let me know if you need any more information and or pass this message to Plusnet Support. I have only a text number and unable to get this information to that text. Yesterday Plusnet refreshed the line, but this has made no difference.

Thank you in advance

Kevin

Re: Openreach DLM Reset

jab1 — Sat, 22 Aug 2026 14:30:45 GMT

@Kev23 There must have been a reason this drop. Is it possible to export the event log and attach it to a post? If there is an unresolved fault, a DLM reset will be a waste of time.

Re: Openreach DLM Reset

Kev23 — Sat, 22 Aug 2026 15:00:28 GMT

Hello I presume you mean the information on the event log rather than the information section that talks about serial number/ firmware/ noise margin/ data rate. The tab across from information titled Event log.

Thanks

kev

Re: Openreach DLM Reset

jab1 — Sat, 22 Aug 2026 15:05:12 GMT

I mean the csv file you get by clicking the 'Export' tab in the attached screenshot.

Re: Openreach DLM Reset

ExForce9 — Sat, 22 Aug 2026 15:14:59 GMT

@Kev23

As it is Saturday afternoon, if I were you, try texting HELP to the number below, to run the Plusnet fault finding bot.

If it finds a problem with your line then it will direct you to booking an engineer visit, however in the more likely case that it doesn't find any issues with your connection, keep replying to the text responses to say that the problem isn't fixed, and eventually you get to ask for a support member to phone you back. Take that call, and ask for the DLM reset - which they either do within minutes, or sometimes schedule to occur early on the next weekday morning.

Plusnet Report A Problem Help.png

https://www.plus.net/help/report-a-problem/

Re: Openreach DLM Reset

jab1 — Sat, 22 Aug 2026 15:11:57 GMT

And if it doesn't find a problem - which is likely, the OP will be no further forward.

Re: Openreach DLM Reset

ExForce9 — Sat, 22 Aug 2026 15:16:20 GMT

@jab1 I've just edited my post to highlight in red the part that you didn't read !

Re: Openreach DLM Reset

jab1 — Sat, 22 Aug 2026 15:20:14 GMT

I read it, but if there is an unresolved issue, a reset will either fail, or the reset will be over-ridden. If the fault has been cleared, then yes the reset will work.

Re: Openreach DLM Reset

Kev23 — Sat, 22 Aug 2026 15:51:33 GMT

Hello Team

I have had a conversation with PlusNet situation explained and resolved No further action thank you

Re: Openreach DLM Reset

Kev23 — Sat, 22 Aug 2026 16:07:17 GMT

The plusnet team informed me that my contract was set at a lower speed than than terms and conditions that I signed. Within an email it confirmed a guaranteed speed of 25 Mbs, however there was a contract which I printed off 8 months ago confirming a minimum speed of 50 Mbs.

It sounds like my part fibre cable will not support those speeds and getting 32Mbs is reasonable for my connection to the cabinet. I will have to install full fibre in the next 3 months re digital switchover etc and not stay any the part fibre network I have attached the event log as you asked.

Re: Openreach DLM Reset

Kev23 — Sat, 22 Aug 2026 16:12:21 GMT

Hi Team

I mentioned the DLM reset to the Plus call agent and they mentioned it was not something they would arrange and i would need to talk to Open reach. If my connection to the cabinet will not support those speeds, is this really necessary.

Please do not do too much work on my behalf i am resolved to the current situation. I have a reasonable connection at 32Mbs and it works.

Best wishes and thanks for your responses to assist me

Kev

Re: Openreach DLM Reset

Dan_the_Van — Sat, 22 Aug 2026 16:23:10 GMT

@Kev23

Looking at the event log

15:22:31, 10 Sep. DSL Link Up: Down Rate=32400kbps, Up Rate=6957kbps; SNR Margin Down=9.1dB, Up=6.3dB,
15:22:24, 10 Sep. WAN Auto-sensing detected port DSL WAN,,,
15:22:02, 10 Sep. Booting firmware v0.06.00.12134-PN (Tue Dec 14 10:24:54 2021)

It's been around this

DSL Link Up: Down Rate=32400kbps, Up Rate=6957kbps; SNR Margin Down=9.1dB, Up=6.3dB,

DSL Link Up: Down Rate=34999kbps, Up Rate=7034kbps; SNR Margin Down=9.0dB, Up=6.3dB
for many years

Which AI did you use for your first post?

Re: Openreach DLM Reset

jab1 — Sat, 22 Aug 2026 16:30:40 GMT

@Kev23 wrote:

The plusnet team informed me that my contract was set at a lower speed than than terms and conditions that I signed. Within an email it confirmed a guaranteed speed of 25 Mbs, however there was a contract which I printed off 8 months ago confirming a minimum speed of 50 Mbs.

It sounds like my part fibre cable will not support those speeds and getting 32Mbs is reasonable for my connection to the cabinet. I will have to install full fibre in the next 3 months re digital switchover etc and not stay any the part fibre network I have attached the event log as you asked.

Without seeing what the BTW checker says for your connection, it is difficult to comment, but the attenuation figures you quote in your original post make me question the assertion by support that you can't do better than what you are.

However, as you are 'satisfied', we will leave it there.

Re: Openreach DLM Reset

jab1 — Sat, 22 Aug 2026 16:33:15 GMT

@Kev23 wrote:

Hi Team

I mentioned the DLM reset to the Plus call agent and they mentioned it was not something they would arrange and i would need to talk to Open reach. If my connection to the cabinet will not support those speeds, is this really necessary.

Please do not do too much work on my behalf i am resolved to the current situation. I have a reasonable connection at 32Mbs and it works.

Best wishes and thanks for your responses to assist me

Kev

Some of these agents are clearly badly trained - you, as an end-user cannot talk to OR, and they should know this.

Re: Openreach DLM Reset

ExForce9 — Sat, 22 Aug 2026 16:36:28 GMT

Every part of that support call sounds like BS from some untrained phone handler with no technical knowledge.

@Kev23

How many months do you have remaining on your Plusnet contract ?
If full fibre is already available to you, why haven't you upgraded already ?
What is your postcode so we can check to see what options are available to you ?
Are you still using an analogue landline phone ?

Re: Openreach DLM Reset

jab1 — Sat, 22 Aug 2026 16:39:44 GMT

@ExForce9 wrote:

Every part of that support call sounds like BS from some untrained phone handler with no technical knowledge.

Perfectly normal these days, @ExForce9 , especially when you get the untrained weekend crew.

Re: Openreach DLM Reset

ExForce9 — Sat, 22 Aug 2026 16:50:33 GMT

@jab1 how do you explain this ? - https://www.plus.net/about-us/awards/

and this -

Here are the most recent awards Plusnet has received specifically (or primarily) for customer service/support, based on publicly available information from their site and award organisers (as of August 2026). Exact “last ten” chronological lists are not fully detailed in one place, but these are the clearest recent ones focused on customer service:

Recent customer service/support awards

Uswitch Telecoms Awards 2026 – Best Broadband Provider for Customer Service Public-choice award (third consecutive year; Plusnet notes this is the 11th time overall for the category).
Expert Reviews Broadband Awards 2026 – Best for Customer Service Based on their customer survey (90% of Plusnet respondents satisfied/very satisfied).
The Telegraph Readers’ Survey 2025 – Best Broadband for Customer Support Plusnet also topped related categories (Best Buy Broadband and Best Value).
Uswitch Telecoms Awards 2025 – Best Broadband Provider for Customer Service Public-choice award (one of three Uswitch wins that year, alongside National Broadband Provider of the Year and Best Value).
Uswitch Telecoms Awards 2024 – Customer Service Award (Best Broadband Provider for Customer Service) Public-choice; Plusnet describes this as the ninth time for the award.
Choose Broadband Awards 2023 – Best Customer Service (silver/runner-up) Alongside gold for Most Reliable Broadband Provider and silver for Best Overall.
Choose Broadband Awards 2022 – Best Customer Service (silver/runner-up) Alongside gold for Most Reliable.
Expert Reviews Awards 2022 – Best Customer Service Also won Overall Winner and Best Value that year.
Uswitch Awards 2021 – Best Provider for Customer Service Part of four Uswitch wins (including Provider of the Year); Plusnet notes an eight-year consecutive run in the category around this period.
Earlier Broadband Genie recognition for customer care (referenced on Plusnet’s awards page as one of their historical wins in the category, alongside top places for broadband and value).

Notes

Plusnet states it has won 35 customer service awards since 1997 (figures on their awards page vary slightly between 32–36 in different sections).
Many of their other recent awards (e.g., Broadband Genie Best Provider / Most Reliable / Most User Friendly 2025, Which? Recommended Provider 2025–2026, Uswitch National Broadband Provider of the Year in prior years) are broader and not exclusively customer-service focused, so they are excluded from the list above.
Rankings from Ofcom (low complaint rates, high satisfaction) and other surveys frequently praise their UK-based support but are not formal “awards.”

Re: Openreach DLM Reset

jab1 — Sat, 22 Aug 2026 16:55:12 GMT

I can't, @ExForce9 , because they have been dropping down in my estimation for many years - one of a number of reasons for me going elsewhere in 2021.

Re: Openreach DLM Reset

ExForce9 — Sat, 22 Aug 2026 17:05:27 GMT

@jab1

I was thinking about your 'many years', and realised that this decline started September 2007 when BT took over,

it is hard to believe this decline has been going on for 19 years, and it is still getting worse.

Re: Openreach DLM Reset

jab1 — Sat, 22 Aug 2026 17:12:15 GMT

I joined (from TalkTalk, after a forced move from Tiscali) in 2012, and found the service to be acceptable, sometimes very good, until the old support staff on here (and on the phones), were 'retrained' into the BT ways late 2020. After that, it was and is downhill all the way.