Requesting a DLM reset

Hey all

What are BT usually like with requesting for a DLM reset on a FTTC line? Do the front line staff know what this is, are they familiar with this procedure and most importantly, how do I go about asking for a DLM reset?

Background: My line had an issue and FTTC modem was dropping out multiple times which obviously impacted the DLM for my line. BT came out, fixed the issue and now things are stable again. However ... my line is now banded/capped/stuck and I'm in need of a DLM reset. I've managed to remove the retransmission high issue and it's now on retransmission low - just banded at 54999 Kbps currently.

I've been banded in the past but I'm pretty sure it took over a year for this to eventually remove organically. But I don't have the patients to wait for that long this time round

TIA!

Edited by Bobby_Valentino (Wed 17-Jan-24 23:44:46)

In reply to a post by Bobby_Valentino:

Hey all

What are BT usually like with requesting for a DLM reset on a FTTC line? Do the front line staff know what this is, are they familiar with this procedure and most importantly, how do I go about asking for a DLM reset?

Background: My line had an issue and FTTC modem was dropping out multiple times which obviously impacted the DLM for my line. BT came out, fixed the issue and now things are stable again. However ... my line is now banded/capped/stuck and I'm in need of a DLM reset. I've managed to remove the retransmission high issue and it's now on retransmission low - just banded at 54999 Kbps currently.

I've been banded in the past but I'm pretty sure it took over a year for this to eventually remove organically. But I don't have the patients to wait for that long this time round

TIA!

In terms of your actual connection and the benefit you might get, is it really worth the hassle of trying to override the automatic process even if that is moving at snail's pace. In another thread you quote a current max attainable of 55172 with a SNR of 6.6Db. If your line is stable enough this will gradually lower to 3Db and your max attainable will edge towards 60000. If you manage to get the DLM reset you will then have a max attainable after overheads of around 58000. What practical benefit in terms of your actual usage of the line are you going to get when you have a maximum rate of 58000 rather than 55000? It is unlikely that you will notice any difference whatsoever. Once again lie back and think of England.

Hi

My father's line needed a DLM reset after a recent storm, was stuck at 47999. After calling BT they first sent out an engineer that couldnt actually get the reset done, he just factory restored the router. After seeing this made no difference, they then finally sent out a 2nd engineer who actually got the reset done. Took nearly a week of phone calls for this.

Regards

Andrew

In reply to a post by GonePostal:

In reply to a post by Bobby_Valentino:

Hey all

What are BT usually like with requesting for a DLM reset on a FTTC line? Do the front line staff know what this is, are they familiar with this procedure and most importantly, how do I go about asking for a DLM reset?

Background: My line had an issue and FTTC modem was dropping out multiple times which obviously impacted the DLM for my line. BT came out, fixed the issue and now things are stable again. However ... my line is now banded/capped/stuck and I'm in need of a DLM reset. I've managed to remove the retransmission high issue and it's now on retransmission low - just banded at 54999 Kbps currently.

I've been banded in the past but I'm pretty sure it took over a year for this to eventually remove organically. But I don't have the patients to wait for that long this time round

TIA!

In terms of your actual connection and the benefit you might get, is it really worth the hassle of trying to override the automatic process even if that is moving at snail's pace. In another thread you quote a current max attainable of 55172 with a SNR of 6.6Db. If your line is stable enough this will gradually lower to 3Db and your max attainable will edge towards 60000. If you manage to get the DLM reset you will then have a max attainable after overheads of around 58000. What practical benefit in terms of your actual usage of the line are you going to get when you have a maximum rate of 58000 rather than 55000? It is unlikely that you will notice any difference whatsoever. Once again lie back and think of England.

For a wait of potentially over a year, yes it's worth the hassle IMHO.

As for if it's really worth it - the max attainable is inaccurate in stats posted there. I know my line can potentially go up to a max of 71 mbps (which can be observed from the historical stats I've posted in the OP). I've also been in a very similar position back in 2017 and the max attainable back then was 57 mbps - on a banded 54mbps line (which wasn't the case - as in Aug '22 I've actually achieved 71 mbps actual sync speed - further adding evidence that the max attainable right now is highly inaccurate - maybe due to my line being banded/capped)

Thinking of historical England here and the stats I kept as an audit

Edited by Bobby_Valentino (Thu 18-Jan-24 11:27:37)

In reply to a post by andew:

Hi

My father's line needed a DLM reset after a recent storm, was stuck at 47999. After calling BT they first sent out an engineer that couldnt actually get the reset done, he just factory restored the router. After seeing this made no difference, they then finally sent out a 2nd engineer who actually got the reset done. Took nearly a week of phone calls for this.

Regards

Andrew

Interesting, was this within the last 4 years? I didn't realise they still needed to send an engineer out to do this? I thought the process had changed so it could be done by the ISP remotely?

Unfortunately it was only 5 weeks ago. Other isps would of done it without sending any engineers out.

FTTC banded on the line is a nightmare! Always hate the DLM system by Openreach.

FTTP have no banded, no DLM ever!

In reply to a post by Bobby_Valentino:

Hey all

What are BT usually like with requesting for a DLM reset on a FTTC line? Do the front line staff know what this is, are they familiar with this procedure and most importantly, how do I go about asking for a DLM reset?

They usually just refuse flat out if the lines current banded rate is above your contracted minimum guarantee.
Nothing to do with the wholesale checker estimates, all to do with what they quoted you at sign-up or your last renewal.

If you get a good rep who knows what they are doing they might be happy to try but it might get rejected by their supplier (BT Wholesale) because your line is above the minimum.
It's usually only granted when banding is very harsh and it takes a line below the minimum guarantee.

Most customer service reps don't know what banding is, how to check for it or how to remove it.

They can do both remote DLM resets (no engineer visit) and engineer initiated DLM resets.

TL;DR

What are BT usually like with requesting for a DLM reset on a FTTC line?

In your case if you're above the minimum guarantee they are likely to refuse it.

The only way for him to migration out to other ISP to get the banded removed off if his ISP refused to do DLM resetted.