topic Re: DLM reset if possible in Full Fibre

DLM reset if possible

dc8 — Tue, 21 Dec 2021 18:39:17 GMT

Could someone have a look at my connection which has been playing silly beggars all day today.

I managed to get connected at ~27000 but just checked again and it now dropped to @~21000

Was never this low and I guess that whatever may have caused the issue early tody (I had a warning from a piece of software that it had been inactive around 6 to 7am this morning) has set the DLM very low.

Thinks in advance

Re: DLM reset if possible

dc8 — Tue, 21 Dec 2021 18:42:42 GMT

Sorry guys. This should have been posted to the Fibre forum not the ADSL one.

Re: DLM reset if possible

jab1 — Tue, 21 Dec 2021 19:15:36 GMT

@dc8 It might be an idea to find out what caused the drop. I may be wrong, but I don't believe Plusnet can do DLM resets on FTTC connections anyway.

Re: DLM reset if possible

dvorak — Tue, 21 Dec 2021 20:21:39 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: DLM reset if possible

RealAleMadrid — Tue, 21 Dec 2021 21:14:24 GMT

@jab1 On FTTC lines a DLM reset can be requested by Plusnet, it is actually carried out by Openreach but is only accepted and actioned if the line is banded at a fixed speed and the banding is capping the sync to that speed.

Re: DLM reset if possible

jab1 — Tue, 21 Dec 2021 21:17:42 GMT

Thanks, @RealAleMadrid . You have reminded me of the 'rules' for such action, but I still think the reason for the reduction should be investigated.

Re: DLM reset if possible

dc8 — Tue, 21 Dec 2021 21:24:32 GMT

Hi John,

The copper lines around here are prety bad so I would guess that the cold/damp weather we have had here the last few days could well be playing their part.

A BT engineer said that there were almost certainly micro cracks in the line and the fact that the line runs through trees in parts would also cause issues.

Normally, our fairly regular (at times) power cuts will also cause havoc!! although we haven't had any for a while (fingers crossed)

Not aware of anything that has changed on the router or laptop since I went to bed about 1am and discovering the issues when I had a look at my email and bits and bobs mid morning.

Re: DLM reset if possible

jab1 — Tue, 21 Dec 2021 21:43:00 GMT

@dc8 The weather could be playing a part, but there may be other factors involved. I know some other regular posters on here will probably slate me for this, but sight of (1) the 'Advanced Diagnostics' from BTW Performance Tester and (2) your Hubs Help Desk page - assuming you are using a PN Hub1 - would be useful. I won't be looking until tomorrow morning, though.

Re: DLM reset if possible

Gandalf — Wed, 22 Dec 2021 09:54:44 GMT

Thanks for your post @dc8

I'm sorry to see you're having speed issues.

I've tested your line today and the tests are showing there's banding on your line at 30mbps (full profile is "Downstream: 0.128M-30M with Retransmission (High). Upstream: 0.128M-20M with no error protection") but this isn't restricting your current sync speed, so I agree with the above comments that it'll need a little further investigation.

Would you be able to try plugging your router into the test socket as explained Here? This should rule out an issue with internal wiring. Though based on what you've said we may need to arrange an Openreach engineer to take a closer look.

Let us know how it goes.

Re: DLM reset if possible

dc8 — Wed, 22 Dec 2021 17:58:25 GMT

Thanks for doing some testing and gtting back to me.

I will be able to do the master socket but not until after Xmas as I have to trail wires all over the show in order to connect to the socket!!

This is how things look from my router page at the current time

	Upstream	Downstream
Current Rate(kbps)	11514	25000
Max Rate(kbps)	11465	47258
SNR Margin(dB)	6.6	15.6
Line Attenuation(dB)	0	21.4
Errors(pkts)	20	0

Re: DLM reset if possible

RealAleMadrid — Wed, 22 Dec 2021 18:50:36 GMT

@dc8 I have a feeling that @Gandalf has looked at an out of date profile from a GEA test which is useless to check the current profile. Your router stats show you are banded at 25Mbps so you need to push Plusnet again for a DLM reset.

Re: DLM reset if possible

Anoush — Wed, 22 Dec 2021 18:57:27 GMT

Potentially as our testing rarely shows a DLM profile produced on the same day. If we check this tomorrow I suspect we’ll see today’s profile. If that shows banding of 25mbps and the sync speed remains the same as it is now, we’ll be able to submit the reset.

Re: DLM reset if possible

Gandalf — Thu, 23 Dec 2021 08:44:24 GMT

I can see yesterday's data now. The sync speed's at 25000 and banding's at "Downstream: 0.128M-27.4M with Retransmission (High). Upstream: 0.128M-20M with no error protection"

I admit it's odd the sync speed's at an unusual round figure and it's not banded at that.

I still believe it'll need a little further investigation. Let me know how it goes @dc8

Re: DLM reset if possible

dc8 — Thu, 23 Dec 2021 15:07:51 GMT

Thanks for having a look at things again.

With Xmas and the New Year things are going to be FUBAR anyway with response times so I will just have to keep my fingers crossed and hope that the connection holds at a speed that allows the use of my TV/Sky boxes!!

I would be fairly confident that if an engineer was to visit they WOULD find a fault somewhere!! Everytime I have had these problems I get told that there is nothing wrong on the line and that I will be charged for an engneer visit and everytime the engineer visits they find an issue of one sort or another.

I would also be prepared to wager that when I am able to plug into the master socket, which was changed the last time I had a BT enginner visit BTW, there will be no issues. ALL internal wiring has been disconnected at the box as we do not use wired extensions and another engineer said it might cause problems so they were removed.

Anyway, enough waffle from me - have a great break and lwet's hope that something can be done to get me back to a respectable speed sooner rather than later.

Re: DLM reset if possible

Anoush — Thu, 23 Dec 2021 19:15:41 GMT

Thanks for getting back to me @dc8

No problem, I’m happy to arrange an Openreach engineer visit either way though it may have to wait until next week.

We no longer charge for engineers to visit in any instances, apart from when you place an order with us but that wouldn’t apply here.

Fingers crossed your connection’s good enough over the weekend for you to watch stuff on your TV.

Have a good break too and Merry Christmas.

Re: DLM reset if possible

dc8 — Wed, 12 Jan 2022 18:18:48 GMT

Things still hectic here after Xmas and New Year and trying to set up the master socket is proving to be a real headache for numerous reasons.

However, whenever I have cecked over the last 3 weeks or so, the connection has been stuck at 25000. I was watching a bit of YouTube earlier this afternoon and wondered why all the clips were a bit grainy, well, this might expain things........

	Upstream	Downstream
Current Rate(kbps)	10634	8312
Max Rate(kbps)	11166	28611
SNR Margin(dB)	8.6	25.1
Line Attenuation(dB)	0	22
Errors(pkts)	8	0

it would seem that for whatever reason at some point (I assume today) the connection was reset to the figures above.

The SNR Margin number when I checked at random times was always around 15 and a bit and it has now rocketed to 25!!

Don't know if the cold and sunny weather today has had any affect, but something sure ain't right!!!!

Would appreciate if you could expedite an engineer and DLM reset ASAP as this is now getting to be unsable.

Thanks in advance.

Re: DLM reset if possible

Gandalf — Wed, 12 Jan 2022 22:00:01 GMT

Thanks for getting back to us @dc8

I'm really sorry to see you're still been having a lot of issues.

I've tested your line tonight and the tests are showing the banding is still at 25mbps, and I can see your sync speed has dropped to around 8mbps. Unfortunately we can't request a DLM reset, as the type of reset we request is what's known as a caution counter reset and all this does is lift the banding, if your sync speed is restricted by it.

As there's a lot of room for your modem to negotiate a higher sync speed up to the banding of 25mbps, we can't reset your line remotely, and as your speed is incredibly low, I'd recommend we book an Openreach engineer visit to investigate further. Once the engineer's fixed a fault, they'll be able to themselves arrange for a full DLM reset.

Could you reply to the ticket I've logged on your account Here with when you'll be available for a visit? If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

Re: DLM reset if possible

dc8 — Thu, 13 Jan 2022 10:51:42 GMT

Thanks for getting back to me so quickly.

I will run the tests in a short while as requested and get back to you ASAP.

Just FYI, I thought I would reboot the router and this is what I got just 5 minutes or so ago

	Upstream	Downstream
Current Rate(kbps)	11091	25000
Max Rate(kbps)	11214	46252
SNR Margin(dB)	7.1	15.7
Line Attenuation(dB)	0	21.6
Errors(pkts)	0	0

So at least things are back where they were for the last few weeks at least!!

Re: DLM reset if possible

Gandalf — Thu, 13 Jan 2022 13:29:01 GMT

No problem @dc8, ah it's good to see your speed's climbing, and fingers crossed the engineer can get to the bottom of the issue. I've booked the visit and updated the ticket ref 221079356 with the appointment details.

Let me know how it goes.