Home Broadband & Home Phone

[bkaz]

hello folks. my dlm profile appears to be stuck (1.3 mbs when modm syncs at > 2K) with no change after 10 days following a voice fault. o2 support keeping asking me to switch my o2 box on/off which is totally counter-productive as it is the BT DLM (I think O2 repackage the Openreach offering in my area) & it "views" on/off as line instability. any ideas on how i can get this done please? thanks in advance.

[Guest2]

The new BT DLM has more resilience than the old one and turning the router off, just once, then turning it back on, will not be detrimental.

[bkaz]

Thank you O2MACH2. I have tried it once about 5 days ago but no joy. On the BT Community forums, they pointed me at O2 support as it would be O2 support who would request an IP profile reset. O2 Support want me to go through a number of steps (unplug, wire to socket under faceplate etc etc) so I guess I will have to try them again. However, you have prompted me to try once again with off/ on so I have just done that & see whether the profile shifts back to the original levels in a few days. Thanks again for your response.

[Guest2]

If the IP Profile has stuck then it will show within a few hours on this new-style DLM, the whole process has been speeded up apparently.

Post the result from www.speedtester.bt.com

[bkaz]

Unfortunately I am unable to run BT & BTW speedtesters since a line outage approx 4 weeks ago, so cannot post results with the exact IP profile. (re Speedtester, I get "Sending results to server" and then "An error has occurred". I have tried a number of combinations of hardwired W7 64 bit, Java 64, Java 32, Vista & XP machines with IE 9 and Firefox with the same message). I do know from other testers that the down speed has not changed from 1.3 mbs whereas it used to be 1.6mbs. Modem resyncs at 2048 down ... hence my expectations. Perhaps I just have to live with the lower down speed until BT go live with fibre in September and then migrate. Thank you for your continued interest and apologies that my inability to post the IP profile does not give additional diagnostic information. I am at a loss as to what my options are under the circumstances. :-(

[Guest2 · Accepted solution]

I think it's significant that you are unable to run the BT speedtester. This should be reported to O2.

[bkaz]

thought i would update you. have just had a bizarre chat with an o2guru - "why do you want to know your profile" ... me: because BT DLM has not reset after after 4 weeks after an outage ... o2 guru: "are you talking about your online account to check bills etc?" ... me: no ... my home broadband account". any way, to cut a long story short, apparently Technical support will call me by mid-day tomorrow. perhaps i should not hold my breath, but i will give optimism and indeed O2 another chance (they had promised to call on another problem a while back and never did).

[perksie Level 58: Overseer]

Phoning late at night gets you through to a higher level of support, worth a try.

[bkaz]

Thanks Perksie. I will give it a try if I dont hear back or if the call back person still has difficulty in understanding what is home broadband, ip profile and DLM.

[bkaz]

An update - to my surprise Tech Support did call me back & did know the difference between Home Broadband & and online account as well as what a DLM profile was. Unfortunately they said the could not help me wit the BT Speedtester not running as it was "a BT product". So back to the original status of not being able to run the BT Speedtester which is the only independent way of getting my ip profile. I guess after the issue I had with O2 support about 5 weeks ago now and subsequently, I will start to evaluate other ISP's as I hear good things about folks like Zen. Any other ideas on resolving the BT Speedtester issue would be helpful. Have tried various hardwired machines, OS's, IE 9 (32 & 64 bit) & Firefox with Java 64 bit & Java 32 bit so a bit at the end of my knowledge & experience.