This topic

Data rate/line regrade

Gary1961 — Tue, 20 Jan 2026 14:42:01 GMT

Hi, I renewed my contract at the start of the month and it said that the line would be regraded but nothing seems to have happened (It has rebooted since). It seems to be stuck at 35Mbps but it should be capable of a bit more, here's the stats from my HH2 (It has the latest firmware, Dec 2025):

Data rate:6.512 Mbps / 34.999 Mbps

Maximum data rate:6.512 Mbps / 43.321 Mbps

Full Fibre (FTTP) Mode:Off

Noise margin:5.9 / 9.9

Line attenuation:11.1 / 23.0

Signal attenuation:11.1 / 29.3

Normally the line speed is a little higher. Hope someone can help.

Many thanks.

Re: Data rate/line regrade

WSH — Tue, 20 Jan 2026 15:13:29 GMT

That downstream noise margin is high at 9.9 (For most lines 6 is normal). Only you would know if that is normal for that line, but it suggests a lot of noise on the line.

I’d run a quiet line test, (17070, option 2), and see if you can hear anything. It should be silent. If not phone it in as a phone fault, (not a broadband fault).

Re: Data rate/line regrade

imjolly — Tue, 20 Jan 2026 15:24:33 GMT

have you had previous problems with your internet connection dropping or have you been resetting the hub often in hope that the speed will improve?

I looks like the DLM as your connection ibn a banded profile due to line problems

Re: Data rate/line regrade

Gary1961 — Tue, 20 Jan 2026 22:39:41 GMT

Hi, thanks for the reply, it's a digital only line and we don't have a landline now.

Re: Data rate/line regrade

Gary1961 — Tue, 20 Jan 2026 22:47:08 GMT

Thanks for the reply, yes we did a while back - around the time we last re-contracted. We had some old aluminium cable between us and the green cabinet which caused a lot of problems. Eventually some of it got replaced and eventually after a lot of problems I got connected to a pair on that cable which has been fine since.

I personally think it's been capped, I never reboot the hub - it just does the usual reboot every 14 days and is very stable. I did try having a conversation a long while back but they couldn't help (I don't think they understood!) I gave up on it and it was only recently when I re-contracted that the mention of a regrade reminded me! It doesn't seem like we're getting fibre any time soon so any extra speed helps.

Re: Data rate/line regrade

imjolly — Wed, 21 Jan 2026 08:41:54 GMT

all these previous line problems have left your connection in a banded profile which normally once line stable releases connection back to normal but it appears in your case that has nor happened. the 14 day reset doers not cause a problem with the DLM. you need to phone CS and get someone to do a DLM reset and your line should back to start and sync at expected speed CS 03301234150

FTTC DLM - What it is & How it works - Plusnet Community

Re: Data rate/line regrade

Gary1961 — Wed, 21 Jan 2026 12:34:21 GMT

OK that makes sense. I wasn't overly concerned before because we were supposed to be getting FTTP 'shortly' but that hasn't happened! I'll give them a call and let you know how I get on.

Thanks for your help.

Re: Data rate/line regrade

Gary1961 — Tue, 27 Jan 2026 13:29:39 GMT

I've tried phoning customer services but all I get is the automated text service testing my line etc, there's nowhere I can enter a description of the problem or actually get to talk to someone - it's really frustrating!

Re: Data rate/line regrade

imjolly — Tue, 27 Jan 2026 13:47:47 GMT

I have asked the mods to see if they can put you in touch with someone in CS who can organise a DLM reset. unfortunately the mods do not have account access. mods should post here

Re: Data rate/line regrade

Gary1961 — Tue, 27 Jan 2026 14:08:20 GMT

OK Thanks for that!

Re: Data rate/line regrade

Katie_B — Tue, 27 Jan 2026 15:51:34 GMT

Hi @Gary1961.

I have looked into this and we don't have a direct contact.

You would need to speak with our technical care team who can support you with the reset.

Please try giving us another call and let us know how you get on.

Thanks,

Katie

Re: Data rate/line regrade

Gary1961 — Tue, 27 Jan 2026 17:23:27 GMT

I've tried this again. I get stuck in an endless loop of you sending me texts. At no point do I get the opportunity to enter text about a DLM reset or to actually talk to anybody! You have my email address, if you email me I can email you with my BT account number to get it resolved.

Thank you.

Re: Data rate/line regrade

Katie_B — Tue, 27 Jan 2026 17:55:16 GMT

Hi @Gary1961.

If you reply to the text with FAULT what reports back?

Katie

Re: Data rate/line regrade

Gary1961 — Tue, 27 Jan 2026 18:12:06 GMT

It does a test and says it's OK. It doesn't give me an opportunity to provide more information or talk to anyone. It's really frustrating.

Re: Data rate/line regrade

Katie_B — Tue, 27 Jan 2026 18:44:12 GMT

Hi @Gary1961.

I understand how frustrating this must be.

Have you tried the messaging service?

You can also try selecting a different options such as customer service for account and billing.

Katie

Re: Data rate/line regrade

welshgit — Wed, 28 Jan 2026 09:54:58 GMT

november 2024 i had a bttv box problem ,so while talking to a bt operator to get a replacement he said he would reset my bb ,i TOLD HIM NOT TO but he did it anyway and since then my noise margine (snr)is 10 .4 and i have lost 12meg line speed i have fttc and this loss can be a small problem when i have a house full . i tried to raise a fault online but failed , tried phoning them WHAT A MERRY GO ROUND finaly spoke to someone in plymouth she was unable to undo this reset so sent an engineer ( not opentreach one ) and after checking my wiring said all is ok and said he would pass the job back for the technical staff ...............so nothing will get done

Re: Data rate/line regrade

Gary1961 — Wed, 28 Jan 2026 15:03:17 GMT

I tried the accounts option, all it does is tell me my account is up to date! Have you actually tried to use this system because it doesn't work the way you think it does? There is no way of speaking to anyone.

I'm getting the impression I'm just being fobbed off so people can hit their response targets and not resolve the problem.

You have my email address because you email me every time the post is updated. Please contact me and I can give you my account number and mobile number so you can resolve this problem.

If not, can you give me the contact details of someone who can take ownership of BT's problem and see it through until resolution.

I really should not have to spend so much of MY time and energy to resolve a problem of BT's making!

Thank you.

Re: Data rate/line regrade

Lesley_W — Wed, 28 Jan 2026 17:49:41 GMT

Thanks for the extra info @Gary1961

I am sorry that getting help on this has been difficult and I understand why you would be left feeling this way.

We don't have access to your account here on the forum, but you can see all about making a complaint in Our complaints code of practice and someone will look into this and be in touch.

Lesley

Re: Data rate/line regrade

Gary1961 — Wed, 28 Jan 2026 19:13:42 GMT

OK done - complaint raised.

Re: Data rate/line regrade

chrisjp — Thu, 29 Jan 2026 12:22:35 GMT

It's not only BT where the only way to get any action and to actually be in correspondence with a human is to raise a Complaint. This also applies to banks, building societies and many others, who clearly aim to make it as difficult as possible to actually contact a human in their organisation.
If you telephone, you are plunged immediately into menus and then have to listen to terrible music for significant time periods before you get put through to an agent who only wants to upsell you stuff. If you try the Chat function you get AI responses asking you to pick from a range of possibilities, none of which help your issue and which send you round in circles.
All businesses now seem to have deleted all email addresses from their websites, though clearly all their staff have email addresses.
Rant over!!