This topic

DLM reset please

w4481 — Wed, 17 Mar 2021 10:54:09 GMT

Hi all,

After a week of constant restarts , I finally sourced the problem as a faulty HH4 and have now replaced it with another one and all has been well since.

however, the dlm has decided predictably to increase my SNR to 10.

would appreciate if a mod could arrange a reset of the line to get things back to normal. Cheers.

Product Name:HomeHub42.Serial number:+076281+17410021913.

Firmware version:v0.07.06.25060-BT (Type B) Last updated [Unknown]4.

Board version:01B5.

DSL uptime:6 days, 00:00:456.

Data Rate:896 / 2720.Maximum Data Rate:1116 / 3704

Noise Margin: 11.0 / 9.79.

Line Attenuation:31.5 / 48.5.

Signal Attenuation:0.0 / 48.511.

Re: DLM reset please

RobbieMac — Wed, 17 Mar 2021 11:25:56 GMT

Hi @w4481

Thanks for your post and welcome back!

Sorry to see your broadband speed is slower than what it should be. I'm pleased that you've found the source of the problem you were having.

Can you give my colleagues in the helpdesk a shout first of all? You can reach them on 0800 111 4567. Just explain the situation and ask them to perform the reset. The reason I'm suggesting this is that we are such a small team and it would take us a few days to get round to picking up your case. If the reset was done today you'd get the full speed back sooner than that.

Post back and let me know how you get on.

Cheers,

Robbie

Re: DLM reset please

imjolly — Wed, 17 Mar 2021 11:40:37 GMT

as you have an adsl connection not vdsl your line should correct itself in 7/10 stable connection - just needs a noise margin reset nothing to do with DLM

Re: DLM reset please

w4481 — Wed, 17 Mar 2021 12:06:43 GMT

Hi Robbie,

I rang the number above, explained the situation, told her hub has been replaced , she then asked was I an engineer, I said ‘no’ and she just hung up! 😂

Re: DLM reset please

RobbieMac — Wed, 17 Mar 2021 12:35:12 GMT

Hi @w4481

Thanks for posting back.

I'm sorry that happened. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Please bear in mind that as we are a small team it will take us a few days to get round to picking up your case. We'll give you a shout as soon as we possibly can.

Cheers,

Robbie

Re: DLM reset please

w4481 — Wed, 17 Mar 2021 12:45:54 GMT

Hi Robbie,

Tried again and got a much nicer chap this time.

He wants me to use a new hub they are sending out, should be here tomorrow, I amssuming it is a newer Broadcom based one to see how it goes. Then he’s going to ring me back on Saturday and if no improvement take it from there.

so I’ll let the tec team do their thing to save you guys any hassle as you’s are busy and if the line doesn’t return up to normal speed after a week or so I’ll message you then 👍

Re: DLM reset please

RobbieMac — Wed, 17 Mar 2021 13:04:10 GMT

@w4481 wrote:

Hi Robbie,

Tried again and got a much nicer chap this time.

He wants me to use a new hub they are sending out, should be here tomorrow, I amssuming it is a newer Broadcom based one to see how it goes. Then he’s going to ring me back on Saturday and if no improvement take it from there.

so I’ll let the tec team do their thing to save you guys any hassle as you’s are busy and if the line doesn’t return up to normal speed after a week or so I’ll message you then 👍

Nice one @w4481

Grand job!

If you do need our help you know where we are.

All the best,

Robbie

Re: DLM reset please

w4481 — Mon, 22 Mar 2021 09:38:07 GMT

Sent a private message to John there, but of o W of the mods have time, would you mind having a look to see what is happening? Told today reset was done on Saturday, but this hasn’t taken place as nothing has changed.

Cheers

Re: DLM reset please

RobbieMac — Mon, 22 Mar 2021 09:48:16 GMT

@w4481 wrote:

Sent a private message to John there, but of o W of the mods have time, would you mind having a look to see what is happening? Told today reset was done on Saturday, but this hasn’t taken place as nothing has changed.

Cheers

Hey @w4481

Thanks for posting back!

I know from previous experience that it can take 48-72 hours for the reset to kick in. Can you hold off until after that time as it may being processed?

Post back if you're still having the same problem after that time and we'll be happy to pick up.

Cheers,

Robbie

Re: DLM reset please

imjolly — Mon, 22 Mar 2021 09:48:37 GMT

the only reset CS are likely to do is just rest your router and probably not make any change to your connection. is your connection time in hub stats 6 days plus or has it dropped/reset

you need your noise margin reset to 6db which will bring speed up to attainable

Re: DLM reset please

w4481 — Mon, 22 Mar 2021 10:31:00 GMT

Hi,

yeah it is the technical help desk requested a profile reset, they sent out a new hub which was put in on Friday, they said the reset was done on Saturday but nothing has changed my end.
Was chatting with JohnC2 via pm,he didn’t put through the reset because it was showing up as requested already.

done a reboot this morning just to see if it would pick up, but no avail, still high snr.

On the bright side, the new hub has cured the drop out problem.

Re: DLM reset please

w4481 — Mon, 22 Mar 2021 10:38:12 GMT

Cheers Robbie,

I’ll give it a bit more time and see if it kicks in 👍

Re: DLM reset please

w4481 — Mon, 22 Mar 2021 14:39:07 GMT

Just for update, reset seems to have completed.

sitting at 3.1 sync and 3.1 attainable @ 6snr.

Hopefully with a bit of time it will get back to where it was at 3.5 sync with 3.8 attainable @ 6snr.

Thanks for all inputs and all involved, much appreciated.

0.5 mb speed might not sound much to most, but when you have slow speeds to start , it’s the difference between Netflix lagging or not 😊

Thanks again

Re: DLM reset please

w4481 — Mon, 22 Mar 2021 15:56:48 GMT

Just a quick question to any experts out there, before I close this thread.

Is there any benefit to using a newer smart hub/smart hub2 in my case? Would the Broadcom chipset be of benefit?

I’m aware the WiFi capabilities won’t really benefit much on my lower speeds, was just wondering if the chipsets are better, or is the hun 4 which is adsl specific better , possibly less interference than a newer Vdsl capable chipset?

Re: DLM reset please

JohnC2 — Wed, 24 Mar 2021 11:53:09 GMT

Hi @w4481, the social media team has contacted me to say that you are still not seeing the speeds you had hoped for after the SNR reset. I'll look into this further for you and get back to you. I would ask that you do not complete any resets in the meantime to allow your connection to stabilise and see if the speed improves.

cheers
John

Re: DLM reset please

w4481 — Wed, 24 Mar 2021 11:57:41 GMT

Sent a PM there John, I’ll leave hub all alone