Line capped at 35mbps on Superfast 2 (stuck DLM profile)

[FastShow]

I have been with Vodafone broadband for a couple of years now and recently took advantage of the offer to upgrade from Superfast 1 to Superfast 2. Unfortunately, I seem to have a problem with the line being DLM capped at 35mbps/10mbps despite the line being able to support higher speeds.

Here are the line stats from my router:

I should note that the DLM cap does pre-date the move from Superfast 1 to 2 (it was caused by some building work we had done which caused a series of power outages and line noise back mid last year) but since the cap was pretty close to Superfast 1 max speeds I didn't bother raising it as an issue. I did expect to go back into DLM retraining as part of the move from Superfast 1 to 2 but this doesn't seem to have happened.

I have made very little progress with live chat or phone support and wondered if someone can help me with this issue?

[FastShow]

Since the image is awaiting moderation, my line stats as text in the meantime are:

Downstream Upstream

Current Rate	34998 kbps	9995 kbps
Maximum Rate	48433 kbps	11730 kbps
Signal-to-Noise Ratio	7.9 dB	6.5 dB
Attenuation	DS1 16.5 dB, DS2 40.5 dB, DS3 62.4 dB	US0 2.7 dB, US1 30.2 dB, US2 47.0 dB
Power	6.7 dBm	6.7 dBm

[clint_flick]

Hi

I feel 7.9 SNR is quite high, 6.0 or less is where you may want to be.

So 

[FastShow]

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@clint_flick wrote:

I feel 7.9 SNR is quite high, 6.0 or less is where you may want to be.

Precisely, it's because of the cap and at 6dB I'd be getting more like 45-50mbps.

Any suggestions about how I would get Vodafone to do anything which would allow me to get a sync back down at 6dB though?

[Jayach]

As it's not something you need done urgently, and at the risk of sounding like a Mod, perhaps try using the social channels and request they ask Openreach to instigate a DLM reset. Got to be worth a try.

[FastShow]

I've tried that, live chat and telephone support and I just get run through a barrage of wifi and online speed tests, it seems nearly impossible to get through to someone who even understands the problem, much less anyone who can provide a solution.

[Jayach]

Perhaps put in a official complaint about the appalling support. See what that does.

https://www.vodafone.co.uk/help-and-information/complaints

[Evie]

Hi @FastShow 😊 - I appreciate that it's important to have a stable connection, especially at a time like this. I understand you've said you've already been in contact with us on social media, and I'm disappointed to hear you weren't provided with a solution.

If you'd like us to give this another shot and see if we can help get your speeds up to where they should be, please don't hesitate to follow the link @Jayach has provided to contact us on social media. If you do, be sure to include a link back to this thread (to save you repeating yourself) and your landline/account number.

[FastShow]

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@Evie wrote:

If you'd like us to give this another shot and see if we can help get your speeds up to where they should be, please don't hesitate to follow the link @Jayach has provided to contact us on social media. If you do, be sure to include a link back to this thread (to save you repeating yourself) and your landline/account number.

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Hi Evie, I actually DM'd @VodafoneUK on Twitter at 2:24pm today just to give them another try. So far my message has sat unread and I've had absolutely no reply at all, which is about in line with the service I've come to expect from Vodafone.

Thankfully I have 14 days cooling off as part of my re-contract to Superfast 2, if I've not been able to sort this in the next day or 2 my plan is to transfer out to Uno or someone who will actually support my broadband when I have issues.

[Dave_strava]

Hi,

im sure you know this already but the maximum download speed is limited by the quality of line between you and the green or grey box at the end of your road.

i too am on superfast two and it has never worked above 45 meg and now is unreliable due to apparent faults at the servers.

well done vodafone

kind regards dave