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?
