Request DLM Reset

[#1]

Hi, BT have recently finished some work in my local area to rectify multiple connection issues. Could someone please request a DLM reset on my line to see if my sync speed improves?

[#2]

Hi @wratten85 that's been done for you.

Thanks

Dave

[#3]

Hi,

It seems that the DLM reset was never completed. Can someone please request this again?

Cheers,

Mat

[#4]

Hi @wratten85,

I'm sorry that you're still experiencing poor speeds and for any inconvenience that this has caused. I've tested your line and can confirm that it's no longer banded and is on the correct 80/20 profile. However, it's currently syncing at 59.5mbps which is below your line's estimated speed of 68.7-80mbps.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	59.5 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	310.4
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-12-11T17:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	57.7 Mbps	67.7 Mbps	65.8 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	0.0 Sec	900.0 Sec	895.9 Sec
Retrains	0.0	6.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-12-24T17:05:20Z	2019-12-24T17:20:20Z
Ingress Code Violation	5	4
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

The test hasn't picked up the cause of the poor speed so we'll need to do some troubleshooting to try and narrow down the cause of this. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection speed improves.. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Please let us know if your speed doesn't improve once you've done the troubleshooting.

[#5]

Hi Emily,

Thanks for looking into this. I've had BT out on a number occasions to check my line in the last 12 months. They changed the face plate on the master socket but then couldn't find any other issues.... They just blamed it on contention as i live on a new housing estate that has recently expanded and left it at that.

Turns out that there was an issue with the cabling that was installed to all the houses and that local breakout junction boxes were all full of water. A number of them were replaced recently but not sure if mine was on the list...

I have installed a new router which now allows me to check my actual sync speeds, SNR and line attenuation and it doesnt look like anything has changed recently, but changing the router could have caused my line rate to change.

Here are my stats currently:

Controller VDSL 0/0/0 is UP

Daemon Status: Up

Modem Status: TC Sync (Showtime!)
DSL Config Mode: VDSL2
Trained Mode: G.993.2 (VDSL2) Profile 17a
TC Mode: PTM
Selftest Result: 0x00
DELT configuration: disabled
DELT state: not running
Trellis: ON ON
SRA: disabled disabled
SRA count: 0 0
Bit swap: enabled enabled
Bit swap count: 1833 9240
Line Attenuation: 0.0 dB 0.0 dB
Signal Attenuation: 0.0 dB 0.0 dB
Noise Margin: 6.1 dB 6.7 dB
Attainable Rate: 63664 kbits/s 21225 kbits/s
Actual Power: 14.0 dBm 1.1 dBm
Per Band Status: D1 D2 D3 U0 U1 U2 U3
Line Attenuation(dB): 7.9 17.1 26.2 4.9 15.1 21.7 N/A
Signal Attenuation(dB): 7.9 17.1 26.2 4.9 14.6 21.1 N/A
Noise Margin(dB): 6.1 6.1 6.1 6.8 6.7 6.7 N/A
Total FECC: 0 0
Total ES: 0 1429
Total SES: 0 16
Total LOSS: 0 0
Total UAS: 26 26
Total LPRS: 0 0
Total LOFS: 0 0
Total LOLS: 0 0

Full inits: 1
Failed full inits: 0
Short inits: 0
Failed short inits: 1

DS Channel1 DS Channel0 US Channel1 US Channel0
Speed (kbps): 0 60946 0 19999
SRA Previous Speed: 0 0 0 0
Previous Speed: 0 0 0 0
Reed-Solomon EC: 0 534 0 24848
CRC Errors: 0 0 0 0
Header Errors: 0 0 0 0
Interleave (ms): 3.00 0.00 0.00 0.00
Actual INP: 4.01 49.00 0.00 0.00

Can you check of a DLM reset was requested for my line at all?

[#6]

Hi Mat

I'm sorry to see you're experiencing speed problems.

We can't track any DLM resets carried out on your line, but I can see that you're currently on an open profile with no artificial speed restrictions. As of yesterday this profile is "Downstream: 0.128M-80M with Retransmission (Low). Upstream: 0.128M-20M with no error protection" which indicates your router has room to sync anywhere up to 80mbps.

Our tests aren't showing any cross talk at the cabinet and while I can see the responses you've received from our support team earlier this year, apart from engineers advising they're unable to find the cause for the fault, they don't mention anything about your line not being able to achieve anymore speed.

I'd recommend raising a fault at http://faults.plus.net so we can arrange another engineer and then escalate this with Openreach for a thorough investigation and a definitive conclusion either way, hopefully not that there isn't more we can do.

If you can post back once you've raised the fault we'll be happy get this picked back up as soon as we can.

[#7]

Hi Gandalf,

Thanks for the response. I have raised another ticket so we'll see what happens this time...

Cheers,

Mat

[#8]

Ticket num:  197471596

[#9]

Hi Mat,

No problem thanks for raising the fault, I've just added a reply to your ticket 197471596 now.

I've also escalated the ticket to myself so I'll pick it back up once you've responded.

[#10]

Hi,

We really dont seem to be getting anywhere with this. I'm sure that this is the Cab rather than my line. A number of my neighbours are having the exact same issue as me. Line is coming back as testing fine but low download/sync speeds...

Bt have been out today, disconnected the pair from the DP outside my house and ran the same tests as the internal team. Didnt even bother checking anything at the cab/connecting me up to a different pair etc... Just reported this as 'no fault found' when there clearly is a fault somewhere...

Im seeing multiple Full Inits and Failed Full Inits on my VDSL controller, there are CRC errors building up daily, my attainable rate is still 10-11Mb higher than my actual WP profile and DL speed...

Is there no way we can escalate this higher within BT as from what I can see, they just seem to be skirting round the fact that there is a problem with the cab because they cant be bothered to fix the fault...

Cheers,

Mat

[#11]

Hi Mat

I can escalate this to team manager level within the Openreach escalation team to try to ensure that the next engineer carries out a thorough investigation including the ports at the cabinet.

Currently the fault report is in hand with our suppliers and we've not had an update yet following passing this back earlier this morning. Once we've got an update it's likely to go one of two ways; it's raised to an external engineer or we're advised to book another engineer visit.

I'll let you know as soon as we know more though. Apologies for the hassle this causes.

[#12]

Hi @Gandalf ,

No problem, and no need to apologise, i know its not your (& Plusnets) fault. Just frustrating as there is clearly a fault somewhere at the cab but no-one from BT seems to be bothered to report/fix it.

I can't keep taking time off work to meet a BT engineer at the house for them to tell me that my line is testing fine. Theyve established that from my internal socket that the copper is fine. The issue is either underground or at the Cab. Can we escalate this straight to the underground team for it to be investigated properly this time like it should have been today?

Cheers,

Mat

[#13]

Hi Mat

I agree it's odd and frustrating that the engineer didn't appear to progress the underground work that was raised by a previous engineer. If this doesn't get passed to the underground team I'll see what I can do to avoid a further visit.

[#14]

Hi,

BT have been back out again, not sure what they have done but my router stats have improved:

Daemon Status: Up

XTU-R (DS) XTU-C (US)
Chip Vendor ID: 'BDCM' 'BDCM'
Chip Vendor Specific: 0x0000 0xA4A1
Chip Vendor Country: 0xB500 0xB500
Modem Vendor ID: 'CSCO' ' '
Modem Vendor Specific: 0x4602 0x0000
Modem Vendor Country: 0xB500 0x0000
Serial Number Near: 
Serial Number Far: 
Modem Version Near: 
Modem Version Far: 0xa4a1

Modem Status: TC Sync (Showtime!)
DSL Config Mode: VDSL2
Trained Mode: G.993.2 (VDSL2) Profile 17a
TC Mode: PTM
Selftest Result: 0x00
DELT configuration: disabled
DELT state: not running
Trellis: ON ON
SRA: enabled enabled
SRA count: 0 0
Bit swap: enabled enabled
Bit swap count: 1650 594
Line Attenuation: 0.0 dB 0.0 dB
Signal Attenuation: 0.0 dB 0.0 dB
Noise Margin: 4.1 dB 7.2 dB
Attainable Rate: 70240 kbits/s 22003 kbits/s
Actual Power: 14.2 dBm 1.8 dBm
Per Band Status: D1 D2 D3 U0 U1 U2 U3
Line Attenuation(dB): 7.9 17.0 26.1 4.9 15.1 21.5 N/A
Signal Attenuation(dB): 7.9 17.0 26.1 4.9 14.6 20.9 N/A
Noise Margin(dB): 4.1 4.1 4.1 7.1 7.1 7.2 N/A
Total FECC: 3 333
Total ES: 15 171
Total SES: 15 0
Total LOSS: 15 0
Total UAS: 733 733
Total LPRS: 0 0
Total LOFS: 15 0
Total LOLS: 0 0

Full inits: 4
Failed full inits: 3
Short inits: 0
Failed short inits: 0

Firmware Source File Name (version)
-------- ------ -------------------

DS Channel1 DS Channel0 US Channel1 US Channel0
Speed (kbps): 0 67421 0 19999
SRA Previous Speed: 0 0 0 0
Previous Speed: 0 67002 0 19999
Reed-Solomon EC: 0 32 0 405
CRC Errors: 910 910 0 0
Header Errors: 0 0 0 0
Interleave (ms): 3.00 0.00 0.00 0.00
Actual INP: 4.01 51.00 0.00 0.00

SNR margin is down to 4, attainable rate has gone up but download speed still the same at about 53mb. Am i banded on a WP Profile? Can i please request a DLM reset?

[#15]

I’ve been waiting since the start of the month for a DLM reset. Twice Plusnet say they have put it through to BTWholesale but it never seems to happen.