Request DLM Reset

[DavidPerez]

Is it possible to request sky to do a line reset?

I believe my line is banded from when I was with Vodafone, it never changed sync speed when I moved to sky.

I think my line can sync higher, and would like it to have a fresh start in life.

[cookiemonsteruk]

@DavidPerez 

Could you post your hub stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[DavidPerez]

I don't use the hub. What info you interested in to answer the question of is it possible to request anywhere?

[cookiemonsteruk]

@DavidPerez 

The info would be 

Line speed

Line attenuations

Noise margins

System, wan and lan uptimes.

And your minimum guaranteed download speed

Are you using a 3rd party router .?

Sky will only authorise a dlm reset if your sky hub shows signs of being below the guaranteed minimum speed or 10 or more line drops in a day

[DavidPerez]

It's stable, but never had a different sync that since been with Sky.  I don't think there is miles much more in the line, maybe 38mb....but didnt have the time during lockdown to explain to sky support I think they inheritened and old banding from open reach.

Minimum guaranteed download was 27.8 and of course when you try to contact sky they want the hub connected and don't understand the tech detail.

I read an article open reach had opened up a bit and made it easier for tech support to request DLM resets these days, so am interested if people had some recent experience with sky doing it.

[cookiemonsteruk]

@DavidPerez 

Your maxmum attainable speed is 30Mbps you are getting 28.7Mbps.

Both upstream and downstream paths are fast which indicates no errors on the line . And the interleave of 1 also indicates that you have no errors.

Whats happening is that the distance from the cabinet means that you will not get faster than 30Mbps and thats some good stats there

[cookiemonsteruk]

@DavidPerez 

Out of interest can you enter your full postal address below and post the full table after removing your address from the image.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

This will compare your results against openreach data

[DavidPerez]

Point of the post is 30Mbps max sync rate at such a clean round number (that never changes) is clearly banded, the line can do more but Open Reach / DLM has capped it.

I'd like some recent experience of people getting the line reset, so it can re learn in most recent conditions, not a capped from previous provider 3 years ago etc etc

[DavidPerez]

[cookiemonsteruk]

@DavidPerez 

Anyones experience of dlm resets are the same as mine . Only carried out when a line fault is accepted by sky due to the guarantee

[cookiemonsteruk]

@DavidPerez 

Ok openreach are showing a different picture to your stats 

Do you know you guaranteed minimum speed?

Are you no longer in possession of a sky hub at all

[DavidPerez]

Yep I know 🙂

Minimum guaranteed download at sing up was 27.8mb.  I'll guess this was based on some line test when I was connected to vodadfone which is then a simple % applied to the max of 30mb the line was showing (becuase the line is capped with an old profile).

The whole problem with this is explaining it to first and second line support to get the someone who knows what they are doing beyond the obvious.

Yeah I have the sky hub I can bridge in to my router if I have to when dealing with sky support.

[cookiemonsteruk]

@DavidPerez 

Yeah I have the sky hub I can bridge in to my router if I have to when dealing with sky support.

For diagnostics the sky hub must be directly connected to the master socket for any self diagnostics and sky diagnostics to work

[DavidPerez]

I know. So back to the post question. 

How do you contact sky and get through to sensible people?

Is there a tech support chat? An email to send screen shots, or is it all over the standard support phone line?

[cookiemonsteruk]

@DavidPerez 

You would need to contact sky on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone and ask for a line test using the sky hub directly connected to the mastersocket and make an strong case. At the minute theres nothing concrete other than to say that you are close to your guarantee. The 2 handback thresholds are generally what isps base their guarantees so you have a 50/50 chance of being under and sky give guarantees in round numbers so that 27.5Mbps you mentioned is unlikely to be your guarantee more the max attainable speed your 3rd party hub says you can get