Who in BT can reset my line, to force a re-train?

I've paid the price for buying a modem with early release software, which has caused the SNR margin on my connection to rise from 6DB, to 15DB, which has reduced my connection speed by ~1Mbs (when you only have 4.5 to start with, that's a lot!). I've spoken three times to BT support, who perform a DSLAM reset, not re-train, so the line comes back up with exactly the same statistics. Bt just keep telling me that it's the best your line can do, when I know that it isn't, and that they cannot reset the DSLAM, when I know that they can, as I have seen the document telling them how to do it (Customer Controlled Signal to Noise Ratio (ccSNR) Reset
Best Practice Guide: Issue 1).

If BT support cannot do this, who do I contact in BT that can?

If you contact the BT Community Mods using this link, they can help you with that https://bt.custhelp.com/app/contact_email/c/4950

Thanks BatBoy. Amazingly, a supervisor from BT has just called back and, after a small exchange of words, has agreed to reset my SNR to 6DB. I shall wait for the prescribed amount of time, and see what happens.

Edited by deleted (Sat 08-Mar-14 13:56:03)

In reply to a post by nevans:

Thanks BatBoy. Amazingly, a supervisor from BT has just called back and, after a small exchange of words, has agreed to reset my SNR to 6DB. I shall wait for the prescribed amount of time, and see what happens.

I would suggest you need 6dB and not 6DB - DekaBels. There is a vast difference: 600dB=6DB

Thanks BatBoy. Amazingly, a supervisor from BT has just called back and, after a small exchange of words, has agreed to reset my SNR to 6DB. I shall wait for the prescribed amount of time, and see what happens.

Would love to see BT Retail do that, BT Wholesale need to do it as it's their network, not BT Retails.

Good luck mate.........

Are you talking an FTTC (Infinity) connection here ? If so, then it's Openreach who are able to do the reset. The ccSNR reset is for 21 and 20cn ADSL, it's a DLM reset you want.

It started as a 4.5Mbps connection, so probably ADSLx.

Here's issue 2 https://www.btwholesale.com/shared/document/Library/...

In reply to a post by BatBoy:

Here's issue 2 https://www.btwholesale.com/shared/document/Library/...

Cheers Batboy, thats cleared the air for that one

Update: amazingly, the reset took place, SNR margin back to 6dB (for MHC's benefit ), and sync speed now 4.4 ish...... Happy days