Openreach DLM Reset

[#1]

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 

[#2]

@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.

[#3]

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

[#4]

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

[#5]

@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/

[#6]

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

[#7]

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

[#8]

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.

[#9]

Hello Team

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

[#10]

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.

[#11]

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 

[#12]

@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?

[#13]

---

@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.

[#14]

---

@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.

[#15]

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

@Kev23 

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