DLM reset required.

[MarkWatson]

Hi,

Can anyone on here arrange a DLM reset on my connection please?

Around 6 weeks ago we started getting buffering on streaming services, disney+, Netflix, player, etc.

I checked my connection speed and saw it had dropped from the 63kbps it has been for years to 46kbps.

I contacted customer services on chat who ran tests and confirmed there was an issue and arranged an engineer visit on 30th may.

The engineer checked the connection from the test socket and it was still 46kbps.

He then replaced the master socket, filter and lead with new ones but still got the same connection speed.

The talktalk engineer said the fault was outside the property and he would escalate the issue to open reach and I should expect a response within 72 hours.

A week later, having had no improvement, I rang customer services to be told that the engineer had reported the connection was acceptable and no further action required!

They ran further tests, accepted the connection was still substandard and wanted to send another talktalk engineer out to retest.

I argued that this had already been done and the issue needed escalating to open reach which they finally agreed to do.

After 3 more weeks with no improvement to my connection or contact from open reach I again rang customer services to be told there was no record of my previous contact on the system!

I put down the phone and made contact by chat, to get it on the record, and asked to be referred to a manager.

He was little help, wanting to start at the top of the script again and running tests.

I argued that this had already been done and I would only accept an openreach appointment.

This he finally agreed to and made the appointment.

This morning a very helpful open reach engineer arrived at the door and asked what the issue with my phone was. I explained that the issue was with data connection speed and he said he didn't have the information to address that as he had been booked for a voice call problem!!!

He said that a DLM reset was required and I would have to contact customer services to arrange it.

I am not willing to go through all that again so if anyone on the forum can help please put me out of my misery.

Thanks.

[Chris-TalkTalk]

OK, and you've had two Sagemcoms. and both have the same issue?

Chris

[MarkWatson]

Yes, I did all that before.

It was determined to be a hardware fault and the router was replaced.

Mark

[Chris-TalkTalk]

OK thanks. Did you try resetting the HG633 to factory default settings?

Chris

[MarkWatson]

Hi Chris,

The Internet connection of the HG633 was stable and wired devices unaffected.

Devices connecting on WiFi had to reconnect every minute or two.

Cheers,

Mark

[Chris-TalkTalk]

When you say the wifi was dropping do you mean the internet connection or just the wifi signal to individual devices (wired devices unaffected)?

Chris

[MarkWatson]

I had it on for around a hour after the engineer tried it and it was stable. I can't use it long term as the wifi constantly drops out so is unusable, which is why I 'upgraded' it  to a hub.

Mark

[Chris-TalkTalk]

OK thanks. Have you tried the HG633 for an extended period of time to see if the connection remains stable?

Chris

[MarkWatson]

Yes, normally it's just the one device. Occasionally my daughter will be gaming at the same time but not often.

Mark

[Chris-TalkTalk]

OK thanks. Even with speeds of 46Mbps there shouldn't be buffering, there should be more than enough bandwidth unless your are streaming on multiple devices at the same time. Do you still experience buffering if only streaming on one device?

Chris

[MarkWatson]

Hi Chris,

No, I also get buffering on my firestick and with hd content on my Android tablet.

I keep referring to my tv as its a wired connection so eliminates a wifi issue.

What no-one can tell me is why other routers are syncing at much higher speeds but the talktalk hubs are restricted to 47mbps?

Cheers,

Mark

[Chris-TalkTalk]

Hi Mark,

Line test is passing and router is in sync at 46.4Mbps. Is the TV the only device on which you experience buffering issues?

Chris

[MarkWatson]

Another 2 weeks have passed and around 8 customer service calls and nothing has changed... 

Yesterday I was told I had too many devices connected, 15, as the limit on fibre 65 is 8! In this day and age which family has only 8 devices?

I tried to explain that the engineer had tested with the router connected to the test socket and the tv connected by ethernet and still had buffering but she wouldn't and went back to the script!!

The last talktalk engineer tested with my previous hub, my new hub and a new hub from his van which all connected at 46.1mbps and the tv buffered, then with my 10yr+ old hg633 router which connected at 57.9mbps and the tv streamed fine.

I've also tested with a friends netgear router which connected at 60.1mbps.

Surely this shows that the line is OK and something is restricting the hubs connection speed?

I tried to pass this information on to the customer service agents but as it didn't fit into their script they ignored it.

My call today was from a "Senior Complaints Manager" but guess what, he had the same script!

He looked at my router config and determined that the issue was my wifi channel was set to 7 and could only be set to channels 1, 6 or 11 on fibre65... where do they recruit them from!!!

[Chris-TalkTalk]

I'm sorry for any inconvenience. Hopefully we'll see some improvement over the next couple of days 

Chris

[MarkWatson]

I'm losing the will to live!

Customer complaints have just rung me to check that the issue is resolved.

When I said no she immediately went back to the top of the script, ran more tests which confirmed there was still a problem and booked another talktalk engineer visit!

When I objected to this she said if I refused the visit the complaint would be closed as I was preventing them access to correct it.

So another day's wages lost, this is beyond a joke...

She even suggested the best solution would be to move to a different provider!!!

[Chris-TalkTalk]

Hi Mark,

Hopefully, if there's any improvement in connection stats with the new router, DLM will move you to a faster profile

Chris

[MarkWatson]

Hi Michelle,

The router didn't arrive until 8:30 last night so only just had chance to plug it in.

Connection speed of the new router is only 46.9mbps so slightly worse.

I'll give it a few hours but it looks like this is not the solution we were hoping for.

Cheers,

Mark

[Michelle-TalkTalk]

Morning Mark,

Just checking in to see if the router has arrived?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Mark,

The router is on the way. It's usually takes between 24-48hrs to arrive but we'll check back in with you on Tuesday to see how you're getting on.

Thanks

Michelle 🙂

[MarkWatson]

I'm willing to try anything to try anything to get the stability back.

It's a shame the engineer didn't try another router a month ago.

My current router is a WiFi hub ver: FAST F5364-3. T8.

Thanks for your help Michelle, I should have tried here in the first place... lesson learnt 😀

[Michelle-TalkTalk]

Hi Mark,

Ok, would you like us to send a replacement router now to see how this compares?

Thanks

Michelle