This topic

DLM reset required

cmoss296 — Tue, 07 Feb 2023 07:02:20 GMT

Hello

We've have broadband connection problems for sometime now, the source of the problem was located and is now fully fixed.

The problem was a great deal of EMI being emitted by our old central heating boiler installation, it has now been completely replaced with a new system. It was causing the BT modem to keep going off-line.

Can we please have a full DLM reset to now restore proper speeds ?

Re: DLM reset required

gg30340 — Tue, 07 Feb 2023 09:20:01 GMT

DLM is an automated process. If your line is now stable DLM will slowly increase your speeds.. this can but not necessarily will take a couple of weeks.

Re: DLM reset required

cmoss296 — Tue, 07 Feb 2023 11:43:49 GMT

OK thank you for replying. Will see how it goes.

Re: DLM reset required

cmoss296 — Mon, 13 Feb 2023 10:00:33 GMT

Well, the connection has been rock solid for at least 2 weeks, but the modem speed is still set to a fixed (and exactly) 20.00 Mbps 😞

Re: DLM reset required

imjolly — Mon, 13 Feb 2023 10:03:41 GMT

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 .

Re: DLM reset required

cmoss296 — Mon, 13 Feb 2023 10:50:41 GMT

Yes I can post anything you need.

This is just the status page of the modem, the event log is 383 pages long !

The status is now saying 3 mins because the modem has been reset (it was 14 days it was saying for up and connection time) in order to try and get it to re-init it's speeds - with no luck.

Re: DLM reset required

cmoss296 — Mon, 13 Feb 2023 10:55:14 GMT

This is the technical log page ..

Re: DLM reset required

imjolly — Mon, 13 Feb 2023 11:04:34 GMT

I see a business hub so are you a business user? if so need to post here https://business.forums.bt.com/

you internet connection time is only minutes so is line still dropping stable period is internet connection time not length time hub powered up which is totally different

Re: DLM reset required

cmoss296 — Mon, 13 Feb 2023 11:09:23 GMT

We have two modems, one home and business, we tried the business hub to see if it would help but no change. We are a home user with a home land line, we bought the business modem our self just to try.

We reset the modem after two full weeks of solid connection to see if it would help return connection speed back to normal (>= 30Mbps), but it's still the same.

Re: DLM reset required

cmoss296 — Mon, 13 Feb 2023 11:10:55 GMT

But no, the line no longer drops at all after the central heating boiler was changed for a new one (a couple of weeks ago). Before that the modem was going off line every time the boiler fired up.

Re: DLM reset required

cmoss296 — Mon, 13 Feb 2023 21:10:44 GMT

Here's the log from the hub 6 modem the BT director office sent us, it's still exactly (and fixed at) 20.00 Mbps no matter what ..

Re: DLM reset required

pippincp — Mon, 13 Feb 2023 22:25:48 GMT

You appear to be a business customer, if so no-one on this retail forum can help you.

You should seek help on the BTBusiness Forum.

Re: DLM reset required

gg30340 — Mon, 13 Feb 2023 22:51:24 GMT

@pippincp wrote:

You appear to be a business customer, if so no-one on this retail forum can help you.

You should seek help on the BTBusiness Forum.

See message 9.

Re: DLM reset required

pippincp — Tue, 14 Feb 2023 08:27:33 GMT

Thanks @gg30340 I stand corrected but why anyone would buy an ISP supplied router is beyond me. Any third party one would be far superior.

Re: DLM reset required

gg30340 — Tue, 14 Feb 2023 10:37:14 GMT

Fully agree!

Re: DLM reset required

cmoss296 — Tue, 14 Feb 2023 11:24:56 GMT

oh right, interesting ! 🙂
The business modem was VERY cheap, so we thought we'd try it is all.

Re: DLM reset required

cmoss296 — Tue, 14 Feb 2023 11:27:46 GMT

It looks like we're not going to get much help from BT on here 😞 .. so will get the required DLM reset done via a direct call. Will give them a few days here first, see what happens.

Re: DLM reset required

licquorice — Tue, 14 Feb 2023 11:32:28 GMT

You won't get a DLM reset with a call without an engineer visit and a positive fault cleared.

DLM has banded your line which can take several weeks to release. Changing hubs and causing disconnections is not going to help, just make it worse.

Re: DLM reset required

cmoss296 — Thu, 16 Feb 2023 10:51:22 GMT

A call was made today and they are coming straight out tomorrow to sort it (remove the cap).