DLM Reset

[#1]

Good morning,

I am hoping you may be able to help me.

I have recently noticed that the download speed on my service has reduced down significantly. (7Mb down from the usual 20Mb) I have ongoing issues with this happening and in the past I could phone the customer services team and they would be able to perform this for me (this then resolves the issue and the speed will be fine for the next few months). My last two phone calls (yesterday and this morning) have been unsuccessful with the support team telling me that this is not an option they are able to do. They are recommending an BT Openreach engineer visit, which in the past usually results in them doing the reset, then plugging there tester in and then telling me nothing is wrong with the line. I would prefer to avoid this happenign as I know the reset will resolve my issue.

However looking at the various blogs/posts here it does seem that some people are able to action this.

Can you help me please.

Many thanks

Scott

[#2]

@scott77m48b I am assuming from your lowish maximum speed that you are still on ADSL, or are you on FTTC with a long copper 'last mile'?

Either way, some detail would possibly help to determine if you have a problem. Which router are you using?

[#3]

John,

Thanks for responding.

My service is FTTC, unsure of the exact distance the copper is taking to get to me. The speeds can range as high as 30Mb, but 20 is about average. I am just using the standard Plusnet Hub 2 router.

Hope this helps, but can provide any additional info if needed.

Thanks again

[#4]

@scott77m48b This may be an exercise in futility, but if you ca provide the requested information, maybe Community members can help you - Help Team members seem very thin on the ground at the moment.

For Community members to be able to help, information from these sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Where the phone line is still active, it may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

[#5]

John,

Have attached info as suggested. The advanced diagnostics on the BT Performance test didnt really come through despite trying it a few times, will persist with this in the hope of provided better info.

I appreciate your help with this. This is something which has happened on and off for quite a while and the DLM reset always restores the speeds to what I am used to. The restoration then lasts for some time (usually 3-6 months)

Hopefully there may be something which can be done.to get me back to a decent speed.

Many thanks

Scott

[#6]

Oh meant to say the Quiet line test was fine, not issues there.

[#7]

@scott77m48b Please report a BROADBAND fault via https://www.plus.net/help/report-a-problem/ - looking at that data, you are losing DSL connection - how often, I don't know, but looking at your D/S SNR figures and DSL uptime, I would suspect very often.

You need a proper investigation, not just a reset.

[#8]

Thank John,

Will raise a fault