topic Re: Why is talktalk so precious about DLM resets? in Broadband

Why is talktalk so precious about DLM resets?

harrybarman — Sat, 22 Oct 2022 10:04:21 GMT

I just had a terrible experience with customer service yesterday trying to get a DLM reset. I'm on a fibre to the cabinet package (Fibre 60) and I think it's something that TalkTalk should be able to trigger.

The reason for asking was that after having no broadband since 28th Sep a brightsparks engineer diagnosed a faulty router on the 19th of October. After having a huge runaround with talktalk to get a replacement I ended up buying one myself until they can be bothered to send the replacement.

When I connected the replacement I was getting 4mbps (from 70 previously). I'm thinking this is due to DLM dialling the faulty line down over the period from 28th Sep to 21st Oct. Sure enough the speed improved overnight but only by a small increment.

So that suggests a DLM reset would help.

But... customer services told me

a) Only an internal team can set of the DLM reset and they can't be contacted by customer service reps.

Is this true?

b) We then went through the standard checklist (e.g. can you find your master socket, how many devices do you have connected to your wifi) which had no relevance to the issue at hand.

Is there any way to get customer services not to attempt the standard checklist and try to understand the problem? Or at least to escalate to someone who can?

c) My connection was working fine for the past 7 days - in fact my router was broken and nothing was working up until the day I contacted them.

Anyone know why talktalk's tests are so useless they can't detect if the router isn't working?

Re: Why is talktalk so precious about DLM resets?

AllyM — Sat, 22 Oct 2022 11:01:29 GMT

There's no such package as Fibre60, I think you mean Fibre65.

TalkTalk can't reset the DLM on FTTC services. It is controlled by Openreach and can only be done by them. Generally, an Openreach Engineer will only reset the DLM after fixing a fault on the Openreach line. If it was only a faulty router and the line is ok, the DLM should continue to increase the speed profile back up over time, as long as your connection remains stable and error-free.

Re: Why is talktalk so precious about DLM resets?

harrybarman — Sat, 22 Oct 2022 11:05:07 GMT

Ah yes - it is indeed Fibre 65.

Thanks for the info about DLM - hopefully customer services can read this and let people know in future.

Cheers,

Harry

Re: Why is talktalk so precious about DLM resets?

harrybarman — Sat, 22 Oct 2022 18:59:33 GMT

https://www.ispreview.co.uk/index.php/2018/02/ability-reset-openreach-fttc-broadband-dlm-profiles-arrives.html

Anyone know if talktalk can do this?

Re: Why is talktalk so precious about DLM resets?

ferguson — Sat, 22 Oct 2022 19:07:28 GMT

Nope. If you look at the date of that article you will see that it referred to a trial undertaken by certain ISPs a few years back. TalkTalk were never party to it and you simply cannot arrange for DLM to be reset on demand.

Re: Why is talktalk so precious about DLM resets?

harrybarman — Sat, 22 Oct 2022 19:12:29 GMT

Ahh - understood. Thanks!

Re: Why is talktalk so precious about DLM resets?

Anonymous — Mon, 24 Oct 2022 05:47:18 GMT

Morning,

I'm sorry for the delay. Would you like us to take a look at your connection?

Thanks

Re: Why is talktalk so precious about DLM resets?

harrybarman — Mon, 24 Oct 2022 07:15:39 GMT

Yes please - I've had a working router since Friday and it's still on 2mbps down 0.8 up.

Re: Why is talktalk so precious about DLM resets?

harrybarman — Mon, 24 Oct 2022 07:17:20 GMT

Yes please - still on 2mbps down and 0.8 up since Friday (when I plugged in the replacement router)

Re: Why is talktalk so precious about DLM resets?

Anonymous — Mon, 24 Oct 2022 07:27:20 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: Why is talktalk so precious about DLM resets?

harrybarman — Mon, 24 Oct 2022 07:37:17 GMT

Done (Chief Accountant)

Re: Why is talktalk so precious about DLM resets?

Anonymous — Mon, 24 Oct 2022 07:47:25 GMT

Hi,

I've run a test on the line which is clear, however I can see that the connection was very unstable up until 48hrs ago. Was this when the replacement router was connected? If the connection continues to remain stable then DLM should start to increase the sync speed soon.

Thanks

Re: Why is talktalk so precious about DLM resets?

harrybarman — Mon, 24 Oct 2022 08:09:26 GMT

I've had the new router since Friday (so 3 overnight cycles) with no improvement to line speed. Before that my router was faulty from 28th Sep to 21st October. I would have expected some increase in line speed after the first day or so..

Re: Why is talktalk so precious about DLM resets?

harrybarman — Mon, 24 Oct 2022 08:13:37 GMT

2mbps is unbearably slow - can't really work effectively.

Re: Why is talktalk so precious about DLM resets?

Karl-TalkTalk — Mon, 24 Oct 2022 08:19:49 GMT

I'll have a chat with Openreach and see what I can do. Make sure you leave the router on at all times with no reboots going forward and lets see what happens.

Karl.

Re: Why is talktalk so precious about DLM resets?

Karl-TalkTalk — Mon, 24 Oct 2022 08:35:53 GMT

Try the connection now and see if the speed has improved.

Karl.

Re: Why is talktalk so precious about DLM resets?

harrybarman — Mon, 24 Oct 2022 09:03:28 GMT

Hey - thanks so much. I'm now back on 80 down/ 20 up! What did you do to fix it?

Cheers,

Harry

Re: Why is talktalk so precious about DLM resets?

Karl-TalkTalk — Mon, 24 Oct 2022 09:06:48 GMT

Had a chat with Openreach to see if this could be reset or if an engineer would have to be dispatched. Usually, they recommend an engineer but as the error count was low, I think they have initiated a reset.

See how the connection behaves for this week.

Regards,

Karl.

Re: Why is talktalk so precious about DLM resets?

harrybarman — Mon, 24 Oct 2022 09:17:53 GMT

Super - thanks Karl. Great to know that openreach are so responsive!

Cheers,

Harry

Re: Why is talktalk so precious about DLM resets?

Karl-TalkTalk — Mon, 24 Oct 2022 09:20:11 GMT

You're Welcome 🙂

Regards

Karl