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[William Grimsley]

Ok, so to evaluate. The engineering team have been notified that an engineer will reset my SNR and that will solve the banding issue, will believe it when I see it!

[digitalnemesis]

Ok, so to evaluate. The engineering team have been notified that an engineer will reset my SNR and that will solve the banding issue, will believe it when I see it!

I was told that too, it seems whoever you chatted to assumed FTTC DLM can be reset remotely but this only applies on ADSL circuits.

FTTC circuits require an engineer visit to reset DLM.

[William Grimsley]

Yes, I told them that and they admitted but they are apparently going to do it. LOL!

Here's the chat transcript:

[10:13:56 AM] Hello. I'm Ashish.Thanks for that information, I'll check it and get back to you in a moment.
[10:14:10 AM] Ashish: HI William
[10:14:27 AM] User: Hello again there, Ashish!
[10:14:29 AM] Ashish: I will connect you to the technical team for this as I am from billing team
[10:14:40 AM] User: Ahh, ok thanks for that sorry to bother you again.
[10:14:44 AM] 'Ashish' disconnected ('Transferred to Queue').
[10:15:21 AM] Hello. I'm Abhishek.Thanks for that information, I'll check it and get back to you in a moment.
[10:15:40 AM] Abhishek: Hi, thanks for contacting BT, I will do my best to get this sorted for you.
[10:16:01 AM] William : Thank you.
[10:16:12 AM] Abhishek: You're most welcome
[10:16:26 AM] Abhishek: Can you please elaborate the query?
[10:17:17 AM] William : Hi, yes I'd like to know what VDSL profile name on by completing a GEA test? Thanks!
[10:18:11 AM] Abhishek: Ok, may I know is your telephone working fine at the moment>?
[10:18:17 AM] William : Yes.
[10:18:40 AM] William : I was told by a broadband forum to ask an advisor to complete this for me?
[10:19:08 AM] Abhishek: Ok, will do that.
Can you confirm a few bits of information so I can look into your account
•         Are you the account holder?
•         Your full name?
•         Your account number?

[10:20:14 AM] William : No, I'm the son account holder but have permission to deal with BT. My full name is Mr. William Grimsley. The account number is GBXXXXXXXX.
[10:20:24 AM] Abhishek: Thanks for that information.
[10:20:30 AM] William : The account holder name is Mr. Xxxxxx Grimsley.
[10:21:01 AM] Abhishek: Thanks
[10:23:46 AM] Abhishek: I am sorry its taking longer than usual, please stay connected, I am working on it.
[10:30:12 AM] Abhishek: I am refresghing the connection for you, please allow me a few minutes
[10:32:38 AM] William : Right, I'm sure you can't DLM reset remotely?
[10:33:16 AM] Abhishek: I will raise the request for that, and it will be done, however we are unable to get the remote access.
[10:33:34 AM] William : I understand that, please explain what you are doing right now.
[10:34:16 AM] Abhishek: Just a sec
[10:35:01 AM] Abhishek: I am refreshing the line for you, and all I can do is I can raise a request for the SNR reset there by improving your connection, that is what I doing now.
[10:35:23 AM] William : But, I'm on VDSL are you sure you can do that remotely?
[10:36:34 AM] William : Please can you tell me what my current profile name is though?
[10:37:11 AM] Abhishek: I am afraid that can not be done from here, and for the profile name, I am searching that.
[10:37:23 AM] William : Ok, so is an engineer going to do that or?
[10:38:01 AM] Abhishek: For the engineer I can book one, however for that, may I know what is the exact issue that you are facing on the broadband?
[10:38:26 AM] William : No, don't book the engineer. I am just investigating what you mean and when the "SNR reset" will be completed?
[10:38:52 AM] Abhishek: SNR means Signal to Noise ratio that improves the broadband connection stability and the speed
[10:39:05 AM] William : I understand that but how is this going to be completed?
[10:39:31 AM] Abhishek: I will have to raise a request for that with our engineer team, and they will do it for you.
[10:39:53 AM] William : Right, ok.
[10:40:03 AM] Abhishek: Shall I do that for you?
[10:40:15 AM] William : Yes, please!
[10:40:22 AM] William : Do you know when that will be completed?
[10:40:37 AM] Abhishek: It will take approximately 2-4 hours.
[10:41:02 AM] William : So, in 4 hours the line will be in a fresh state?
[10:41:09 AM] Abhishek: I will raise this request, Also what I am going to do for you is I am going to share some steps with you on the email to get the best out of the home hub, is that ok with you?
[10:41:16 AM] Abhishek: Yes that is correct
[10:41:45 AM] William : Right, I've got a 3rd party router so no thanks if that's ok.
[10:41:58 AM] William : Ok, so can I confirm that the line banding will be removed?
[10:42:06 AM] Abhishek: Thanks, please be assured that the issue is resolved for you, and the broadband will now work fine, also I will email the settings for the 3rd party router as well.
[10:42:55 AM] William : Ok, so can I just confirm a few things.
[10:43:08 AM] William : What is and when is anything happening?
[10:43:24 AM] William : Is it an SNR reset to remove the line banding and reset the SNR Margin and that will be done today?
[10:44:04 AM] Abhishek: William I am telling you that I have raised a request for the SNR reset, and that will be improving your line.
[10:44:28 AM] William : Right, thanks a lot.
[10:45:20 AM] Abhishek: Please be assured that the broadband will work fine for you, and also please make sure that you use the steps over the email, and the engineer will also fix if anything is found not working on the line.Is there anything else I can assist you with today?
[10:45:54 AM] William : No, that's absolutely fine, thanks for your help. Please can you send the email to william.grimsley1@googlemail.com?
[10:46:25 AM] Abhishek: Yes that is correct.
Ok, thanks for contacting BT, please close the chat window.
The issue is resolved for you.
Have a nice day.
[10:46:39 AM] William : Thanks, bye now.
[10:47:18 AM] Abhishek: Bye
[10:47:23 AM] Abhishek: please close the chat window

[digitalnemesis]

Please use UK based live chat. Those offshore guys don't know what they're on about tbh.

I was told the same thing, "I will raise a request to reset SNR margin, this will take 2 to 4 hours".

As expected hours passed watching paint dry to no avail. Next support agent says "they cannot remotely reset FTTC DLM and that I'm within acceptable speed limits so can't raise an engineer".

This morning, popped onto UK live chat, instantly got an engineer booked

[digitalnemesis]

Try to get your profile name this would tell us if you're still banded.

[Black Sheep]

Ok, so to evaluate. The engineering team have been notified that an engineer will reset my SNR and that will solve the banding issue, will believe it when I see it!

William ............... you seem to have a very defeatist attitude about things. When info is given to you, you either dismiss it out of hand or have some kind of flippant reply.
When you first joined this forum and reading your opening post, I have to admit I was hoping for better things. I thought you would A) Have some insightful input ......... and/or B) Listen to advice given from people in the know.
Please stop jumping straight off at the deep-end and ringing the 'Woe is me bell'.

 

[William Grimsley]

Alright, I'm sort of lost as to how I've been posting "incorrectly".

I don't accept being accused of being "flippant", I am acting exactly the opposite. Can't you understand how frustrated I am with this? I am PAYING for a SERVICE not a BANDED line.

[William Grimsley]

Please use UK based live chat. Those offshore guys don't know what they're on about tbh.

I was told the same thing, "I will raise a request to reset SNR margin, this will take 2 to 4 hours".

As expected hours passed watching paint dry to no avail. Next support agent says "they cannot remotely reset FTTC DLM and that I'm within acceptable speed limits so can't raise an engineer".

This morning, popped onto UK live chat, instantly got an engineer booked

Hmm, damn.

[Black Sheep]

From an Openreach perspective, regarding the resetting of DLM, this is the official line on FTTC faults we pick up ..............

'Check and prove that all wiring meets quality standards. Complete relevant checklist and add notes.    Do not undertake speculative or precautionary changes unless advised by SMC.  Successful PQT / ECLIPSE and VDSL Close Out Tests are required to be completed before closing the fault. Only request a DLM reset if you have found and resolved a definite fault and the current sync speeds are significantly below the max attainable speeds shown on your tester.' 

Sounds about right!

After I spent long minutes finding this info for you (and others), 'Sounds about right' is just about entering my 'Flippant radar'. I'm sure most of us are guilty of it at some time or another, just try and tone it down please, mate, that's all. 

[licquorice]

William, its not the end of the world as we know it, nobody died. Get some perspective and calm down.

[William Grimsley]

Alright, what do you except me to reply? A massive essay so you're happy that I've spent time understanding your reply. You posted the reply out of your own convienience!

[William Grimsley]

William, its not the end of the world as we know it, nobody died. Get some perspective and calm down.

May I ask what's making you feel that I'm not calm? You said to me on the BT forum to explain things, I'd like you to explain your reasons.

[licquorice]

Probably the fact that you are posting a virtually real time running account of of your woes in all sorts of places without giving things a chance to happen is a bit of a clue.

[William Grimsley]

Probably the fact that you are posting a virtually real time running account of of your woes in all sorts of places without giving things a chance to happen is a bit of a clue.

Sorry, I'll stop posting. *Removes human right from brain*

[daveesh1]

it is as thought the DLM reset has not reset the SNR back to 6 well below are before and after stats

Before:

Status: Showtime
Last Retrain Reason:    0
Last initialization procedure status:   0
Max:    Upstream rate = 7059 Kbps, Downstream rate = 47449 Kbps
Bearer: 0, Upstream rate = 6939 Kbps, Downstream rate = 32400 Kbps
Bearer: 1, Upstream rate = 0 Kbps, Downstream rate = 0 Kbps
Link Power State:       L0
Mode:                   VDSL2 Annex B
VDSL2 Profile:          Profile 17a
TPS-TC:                 PTM Mode(0x0)
Trellis:                U:ON /D:ON
Line Status:            No Defect
Training Status:        Showtime
                Down            Up
SNR (dB):        10.9            6.1
Attn(dB):        22.4            0.0
Pwr(dBm):        6.1             6.1

                        VDSL2 framing
                        Bearer 0
MSGc:           -6              33
B:              130             78
M:              1               1
T:              0               59
R:              16              16
S:              0.1279          0.3619
L:              9195            2100
D:              1               89
I:              147             95
N:              147             95
Q:              4               0
V:              2               0
RxQueue:                136             0
TxQueue:                34              0
G.INP Framing:          18              0
G.INP lookback:         31              0
RRC bits:               0               24
                        Bearer 1
MSGc:           90              -6
B:              0               0
M:              2               0
T:              2               0
R:              16              0
S:              10.6667         0.0000
L:              24              0
D:              1               0
I:              32              0
N:              32              0
Q:              0               0
V:              0               0
RxQueue:                0               0
TxQueue:                0               0
G.INP Framing:          0               0
G.INP lookback:         0               0
RRC bits:               0               0

                        Counters
                        Bearer 0
OHF:            0               631807
OHFErr:         4223            0
RS:             3516420528              3156417
RSCorr:         981998          1102
RSUnCorr:       0               0
                        Bearer 1
OHF:            41358879                0
OHFErr:         0               0
RS:             248152903               0
RSCorr:         534             0
RSUnCorr:       0               0

                        Retransmit Counters
rtx_tx:         3672349         0
rtx_c:          743111          0
rtx_uc:         6825            0

                        G.INP Counters
LEFTRS:         242             0
minEFTR:        32395           0
errFreeBits:    328076683               0

                        Bearer 0
HEC:            0               0
OCD:            0               0
LCD:            0               0
Total Cells:    2725207821              0
Data Cells:     1343489186              0
Drop Cells:     0
Bit Errors:     0               0

                        Bearer 1
HEC:            0               0
OCD:            0               0
LCD:            0               0
Total Cells:    0               0
Data Cells:     0               0
Drop Cells:     0
Bit Errors:     0               0

ES:             407             0
SES:            214             0
UAS:            251             240
AS:             664218

                        Bearer 0
INP:            51.00           2.50
INPRein:        1.00            0.00
delay:          0               8
PER:            0.00            16.07
OR:             0.01            19.40
AgR:            32649.19        6958.08

                        Bearer 1
INP:            2.50            0.00
INPRein:        2.50            0.00
delay:          0               0
PER:            16.06           0.01
OR:             47.81           0.01
AgR:            47.81   0.01

Bitswap:        23297/23298             40/40

Total time = 7 days 16 hours 37 min 49 sec
FEC:            981998          1102
CRC:            4223            0
ES:             407             0
SES:            214             0
UAS:            251             240
LOS:            0               0
LOF:            0               0
LOM:            0               0
Latest 15 minutes time = 7 min 49 sec
FEC:            39              0
CRC:            0               0
ES:             0               0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0
LOM:            0               0
Previous 15 minutes time = 15 min 0 sec
FEC:            24              0
CRC:            0               0
ES:             0               0
SES:            0               0
UAS:            0               0
LOS:            0               0
LOF:            0               0
LOM:            0               0
Latest 1 day time = 16 hours 37 min 49 sec
FEC:            216406          202
CRC:            582             0
ES:             81              0
SES:            23              0
UAS:            0               0
LOS:            0               0
LOF:            0               0
LOM:            0               0
Previous 1 day time = 24 hours 0 sec
FEC:            50304           121
CRC:            130             0
ES:             19              0
SES:            8               0
UAS:            0               0
LOS:            0               0
LOF:            0               0
LOM:            0               0



After:
Status: Showtime
Last Retrain Reason:    1
Last initialization procedure status:   0
Max:    Upstream rate = 7233 Kbps, Downstream rate = 50633 Kbps
Bearer: 0, Upstream rate = 7168 Kbps, Downstream rate = 32400 Kbps

Link Power State:       L0
Mode:                   VDSL2 Annex B
VDSL2 Profile:          Profile 17a
TPS-TC:                 PTM Mode(0x0)
Trellis:                U:ON /D:ON
Line Status:            No Defect
Training Status:        Showtime
                Down            Up
SNR (dB):        9.1             6.2
Attn(dB):        22.4            0.0
Pwr(dBm):        6.1             6.1

                        VDSL2 framing
                        Bearer 0
MSGc:           18              27
B:              47              79
M:              1               1
T:              62              49
R:              16              16
S:              0.0471          0.3547
L:              10864           2165
D:              1375            91
I:              64              96
N:              64              96

                        Counters
                        Bearer 0
OHF:            8847533         704248
OHFErr:         9513            0
RS:             2194105280              635701
RSCorr:         3241220         142
RSUnCorr:       142297          0

                        Bearer 0
HEC:            36948           0
OCD:            0               0
LCD:            0               0
Total Cells:    1617019776              0
Data Cells:     47112099                0
Drop Cells:     0
Bit Errors:     0               0

ES:             468             0
SES:            260             0
UAS:            288             266
AS:             25957

                        Bearer 0
INP:            8.00            2.50
INPRein:        0.00            0.00
delay:          16              8
PER:            2.93            13.08
OR:             65.45           20.17
AgR:            32465.18        7188.58

Bitswap:        174/174         0/0

Total time = 8 days 5 hours 29 min 51 sec
FEC:            4225532         1275
CRC:            14309           0
ES:             468             0
SES:            260             0
UAS:            288             266
LOS:            1               0
LOF:            8               0
LOM:            0               0