Banded broadband

[BadBroadband]

Openreach refusing to reset banded DLM after fixing line fault

[WSH]

Leave the connection alone for 2 - 3 weeks and it should reset itself.

[BadBroadband]

It has been left for two weeks and a new router has been supplied. I am locked down at 3.0mbps

[WSH]

You'll have to go through your ISP then.  Openreach are not a public facing company.  Their customer is the ISP, so they won't deal with you directly.

(Is BT your ISP?...you don't say, and Openreach and BT are separate companies.  This forum is nothing to do with Openreach).

[iniltous]

Who is your provider , you possibly deliberately don’t mention BT , if BT are not your provider , your supposed problem with Openreach has nothing to do with BT , so who is your provider , BT or someone else ?

[BadBroadband]

Provider is BT, which is why I am posting it on this forum!  BT/Open reach acknowledged there was a fault on the line (broadband) but before they sent an engineer out to fix it I lost my landline as well, which meant they had to come out. The fault was identified and rectified, they did not check or reset the DLM. It would appear that as the fault had been prevalent for in excess of a month it seems the DLM has become hard banded and needs a manual reset. Openreach are dragging their heels and keep pushing back.  I have a noise margin between 32 and 45. I have a line attenuation between 1 and 3 as you will probably surmise from these figures I live quite close to the exchange, you would be right, I am less than 100m away. I would guess that if Openreach have checked recently they will see the line is stable, as it would seem to be with these line figures. However it does not detract from the fact that I have been fixed at 3.072 Mbps down / 1.283 Mbps up. for two weeks. This is the standard Openreach emergency safety profile. 

[imjolly]

when you say you have been fixed in banded profile for 2 weeks does that mean that the system uptime in your hub stats is more than 14 days as you will need at least 14 days stable connection for DLM to see your line stable and start to release the banding 

[WSH]

@BadBroadband   Sorry, I think there has been a bit of a misunderstanding here.

This is only a customer-to-customer self help forum.  You are not talking to BT.  We are fellow customers.  The only BT employees are the moderators.  They don't necessarily read every post and even if they do read it, they don't have access to customer accounts.

As I said, you need to go through BT customer services (and you will have to ring them).  Openreach will not deal with you directly.