This topic

DLM Reset

stuckinthemud — Tue, 16 Mar 2021 08:57:46 GMT

I've been referred here from the BT on-line help chat, to request a DLM reset.

Seems strange that I ask this in a community forum, for openreach to do something, but just following their instructions!

Is anyone able to help with this?

Jim

Re: DLM Reset

imjolly — Tue, 16 Mar 2021 09:42:23 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

The DLM should automatically reset your connection give a no drops/resets of your connection for 3/4 weeks maybe longer. A reset is not as easy as it was if you previously had adsl connection

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: DLM Reset

stuckinthemud — Tue, 16 Mar 2021 10:48:30 GMT

Details below.

Quiet line test is OK, no noise.

We're on Fibre 2 so expecing 50-60Mb, speed seems to be pegged at 40Mb ("Data rate" below) and we only get about 33Mb actual. Expected double that.

The "Observed speeds" in the line test are a load of rubbish, never seen anything even close to that (whe we have checked the speed, only one machine connected to the hub, nothing on WiFi etc. so it's a true test of the speed, unaffected by anything else).

Hub details

Product code:Smart Hub 2
Serial number:+091301+2033019399
Firmware version:v0.24.04.11017-BT
Firmware updated:Sat Mar 6 11:09:49 2021
Board version:R01
GUI version:1.71 05_06_2020
DSL uptime:8 days,03 Hours58 Mins22 Secs
Data rate:9.997 Mbps / 39.999 Mbps
Maximum data rate:13.373 Mbps / 73.093 Mbps
Noise margin:7.8 / 17.8
Line attenuation:9.3 / 19.8
Signal attenuation:9.3 / 21.7

Jim

Re: DLM Reset

imjolly — Tue, 16 Mar 2021 11:32:48 GMT

looks like a banded profile. this is normally due to hub dropping internet connection often causing DLM to take action to stabilise your line. have you been having problems previously as connection time only 8 days and you have now solved the problem?

Re: DLM Reset

licquorice — Tue, 16 Mar 2021 11:46:38 GMT

Looks more like the circuit has been mis-provisioned at 40/10.

Re: DLM Reset

stuckinthemud — Tue, 16 Mar 2021 14:23:26 GMT

We were having problems (dropped out at least once a day), had a hub update a few weeks ago (from an old HH4/5) and re-cabled internally, all now stable, but the speed is well below expected.

Hence wanting the DLM reset, so it picks up the improved connection / equipment.

Re: DLM Reset

stuckinthemud — Tue, 16 Mar 2021 14:24:24 GMT

Looks more like the circuit has been mis-provisioned at 40/10.

How would we go about having that checked? Back to the BT chat line?

Re: DLM Reset

licquorice — Tue, 16 Mar 2021 14:38:57 GMT

Afraid so.

Post back here if you don't get any joy with them.

Re: DLM Reset

Gary_C — Tue, 16 Mar 2021 14:56:51 GMT

On the positive side, once its resolved, you will have quite good download speeds of around ~70mbps 🙂

Re: DLM Reset

pippincp — Tue, 16 Mar 2021 16:11:53 GMT

@stuckinthemudwrote:
We were having problems (dropped out at least once a day), had a hub update a few weeks ago (from an old HH4/5) and re-cabled internally, all now stable, but the speed is well below expected.
Hence wanting the DLM reset, so it picks up the improved connection / equipment.

You do realise the HH4 needed an Openreach modem and the HH5 didn't so your (from an old HH4/5) comment is more than confusing plus your posted stats are from a smart hub. To clarify, are you now using the smart hub without the Openreach modem?

Re: DLM Reset

stuckinthemud — Tue, 16 Mar 2021 17:09:58 GMT

It was a HH5, now have a Smart Hub 2. No Openreach modem involved!

Re: DLM Reset

stuckinthemud — Tue, 16 Mar 2021 17:12:13 GMT

Well, had a round with the help chat and confirmed there is no mis-provisioning, it should be up to the full speed.

Will leaving it off overnight cause the exchange to reset or at least try more agressively to get the speed up when it comes back on?

Jim

Re: DLM Reset

licquorice — Tue, 16 Mar 2021 17:19:19 GMT

No, leave the hub connected 24/7. Do not try to force a resync, it will only make matters worse if it is DLM. I'm not convinced about the mis-provisioning, DLM doesn't normally band the upstream path.

I'll see if the mods can take a look. They will post on the thread if they can.

Re: DLM Reset

stuckinthemud — Tue, 16 Mar 2021 22:15:58 GMT

I'll see if the mods can take a look. They will post on the thread if they can.

Many thanks, appreciated.

Jim

Re: DLM Reset

RobbieMac — Wed, 17 Mar 2021 08:19:52 GMT

Hi @stuckinthemud

Thanks for your posts and welcome back.

I'm sorry that you're experiencing slower broadband speeds than what you should be. Things should be faster than what you're currently getting from looking at your Hub stats. I appreciate the time you have taken speaking with my colleagues on live chat.

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

Cheers,

Robbie

Re: DLM Reset

jhorton88 — Wed, 17 Mar 2021 21:51:54 GMT

I was told only Openreach Engineers can perform DLM resets and that they only do them in the event of a fault.

Re: DLM Reset

imjolly — Wed, 17 Mar 2021 22:32:19 GMT

@jhorton88 wrote:

I was told only Openreach Engineers can perform DLM resets and that they only do them in the event of a fault.

That is no longer the case

Re: DLM Reset

pippincp — Wed, 17 Mar 2021 22:44:27 GMT

@jhorton88 Then why are you here?