Hi everyone,
I am hoping a Community Moderator can help escalate my case for a DLM Reset.
After a nightmare transition from Plusnet to BT Home Essentials on June 16th and 5 engineer visits, a Specialist SFI engineer finally resolved the physical issue today.
What was fixed today: High resistance found in the street, cabinet cleaned up, and a new pair made. Lift and shift completed 3 days ago. Internal wiring is 100 percent clear.
The Problem: Right after the engineer left, my speeds were excellent and ping was perfect.
The SFI engineer specifically kept the fault open for 48 hours until Thursday July 16th at 12:30 PM to monitor it. He said he would keep it active just to ensure the line stayed stable after his repairs. Because of this, he was intentionally reluctant to force a manual reset right away, advising that it was better to let the DLM automatically stabilize the newly repaired line.
It was doing exactly that and working beautifully, until an hour later when I received BTs automated email telling me to restart my hub.
Following those official instructions and rebooting the hub completely broke the stabilization process. Because of the weeks of previous drops, the DLM panicked at the reboot, heavily banded the line, and applied aggressive interleaving. My latency is now spiking between 600ms and 3000ms.
I called phone support, but they refused to help because the physical fault itself is marked as resolved.
Accessibility and Stress Note: As a deaf customer, trying to resolve this has been incredibly stressful. I have spent far too many hours being run around in circles on the phone via Text Relay.
The physical line is finally perfect, and the engineer actively has the fault open until Thursday, but the software profile is now completely broken because of the automated reboot advice. Could a moderator please escalate this to get a DLM Reset requested while the SFI case is still technically open?
Thank you in advance!
