Why is talktalk so precious about DLM resets?

[harrybarman]

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?

[Michelle-TalkTalk]

Morning,

Thanks for confirming 🙂

Thanks

[harrybarman]

It's not far - probably about 150m!

[AllyM]

Those are very impressive speeds. The cabinet must be right outside your front door.

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[harrybarman]

Yep - it was off for longer but now back to normal 75 down 18 up, Ping times so much better as well.

Thanks again for all your help.

Harry

[Karl-TalkTalk]

ok, let me know what happens.

Karl.

[harrybarman]

Fab - I'll give that a whirl.

[Karl-TalkTalk]

Hi

Now DLM has reset, power off the router for 30 minutes to reset the session, then leave powered on going forward.

Karl.

[harrybarman]

Strangely on running a speed test down speed is <2mbps but up speed is 19. I'll keep an eye on it, but we may need someone to come and look at the line.

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[harrybarman]

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

Cheers,

Harry

[Karl-TalkTalk]

Hi

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. 

[harrybarman]

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

Cheers,

Harry

[Karl-TalkTalk]

Hi

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

Karl.

[Karl-TalkTalk]

Hi

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.

[harrybarman]

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

[harrybarman]

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..

[Michelle-TalkTalk]

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

[harrybarman]

Done (Chief Accountant)

[Michelle-TalkTalk]

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