DLM Reset

[Salesline]

Good Morning

I have BT Fibre 2 and when it was first installed I was getting the following throughput in 2021

Maximum data rate 18.653Mbps / 73.811 Mbps

Data rate 18.653 Mbps / 72.428 Mbps 

 In March 2021 the speed had dropped considerably and duly reported to BT who had an Open Reach engineer came out and check the wiring and replaced the master socket with a new one which has a test socket if the front lower cover is removed. The new socket didn't resolve the speed issues. The engineer said he would check the junction box and managed to get the speed up as below and contacted me advising that there was a fault at the junction box.

Maximum data rate 18.662Mbps / 61.986 Mbps

Data rate 16.999 Mbps / 54.999 Mbps

On the 4th October 2023 we were migrated to Digital Voice and since then the problems started. The broadband kept cutting out and the speeds dropped to

Maximum data rate 16.666Mbps / 43.035 Mbps

Data rate 14.999 Mbps / 21.65 Mbps

I spoke to BT who said there was a fault on their network with losing connection but, couldn’t explain the drop in speed and said the fault which was logged was fixed at their end and now they want to send out another Open Reach engineer again.

I’ve just taken another throughput reading from the router @11:55 23/10/2023

Maximum data rate 17Mbps / 43.035 Mbps

Data rate 17 Mbps / 39.999 Mbps

I hope someone can assist from your team.

[imjolly]

can you post the full stats from your hub - hub manager/advanced settings /technical log information

a DLM reset is not going to fix your problem which looks line problems with your actual line

[Salesline]

Many thanks for the quick response. Please find attached the current stats from the router.

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[Salesline]

Please see below what the original speed was when the broadband was initially installedSpeeds when broadband was first installed.

[imjolly]

due to the drops and/or resets of your connection you are currently in a banded profile.  this should release automatically but you need 7/10 days stable connection before that will happen.  when that happens then your connection speed should increase to near attainable speed with noise margin about 6db.  if you can maintain a stable connection then G.INP will be active and drop noise margin down to about 3db which will give a boost to connection speed

as you can see when you had the higher speeds your noise margin was down at 3.1db

until you can get stable connection your speed is not going to improve and any DLM reset is pointless

[Salesline]

Good Afternoon

Many thanks for looking into this. There is an Open Reach engineer booked for tomorrow to look into the issues. Should I cancel the engineer's visit? I noticed that the speed this morning has dropped as below

Data rate 14.998 Mbps / 34.999 Mbps

Maximum data rate 21.634 Mbps / 63.581 Mbps

Noise margin  8.8 / 14.2

Could this indicate a line fault?

[imjolly]

no keep appointment there is a line problem with connection dropping so often.  due to number of drops DLM has reduced your connection speed and increased noise margin - still in banded profile

[NeilO]

Hi @Salesline post back and let us know how the engineer visit goes, if they find and repair the dropping connection issue they should also perform a DLM reset.

Thanks

Neil

[Salesline]

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Good Morning

The Open Reach engineer Andy attended this morning spent over an hour running diagnostic tests from the master wall socket checked connections on the master socket and also checked connections on the box at the point of entry into the property which all passed with flying colours.

He advised that his next port of call was the green box where my property is connected to. He rang back and said he had checked the port at the green box and ran tests to the exchange from the green box and tests from the green box to my property which also passed with no issues. He is at a loss and advised me to contact BT to look into the issue further.

However, I have checked the stats after his phone call and they are as follows

Data rate: 14.998 Mbps / 34.999 Mbps

Maximum data rate:21.404 Mbps / 63.428 Mbps

Noise margin:8.4 / 14.2

Any help would be greatly appreciated .

[imjolly]

see if after all the checks engineer did if connection still drops as often and if so post back