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Broadband connection

dlm reset after months of disconnections

4: Newbie

so been with Vodafone about 7 months disconnections every day two engineer visits. I ask open reach and Vodafone to change cable from pole to the house every time they put a tester on saying its fine.there is a join in the cable outside to a little black box then goes to the master socket when I bent this part of cable it splits so I changed this part of the cable myself I know I know ..not meant to fix it yourself your meant to spend hours on the phone begging in them to come and fix it. anyway to the point nine days no disconnections using my own modem so what I am asking is for a remote dlm reset  Vodafone don't want to help cus I am getting the minimum speed but think line maybe banded .?

https://www.ispreview.co.uk/index.php/2018/02/ability-reset-openreach-fttc-broadband-dlm-profiles-

arrives.html  thanks for any help with this .. mods please don't pm me telling me how I can get in touch after 7 months of this **** I know how to get in touch 

 

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52 REPLIES 52
Moderator (Retired) Joe
Moderator (Retired)

@deltafx Hi there, the only way we can get a DLM reset is to raise it to our Technical Specialist team. They'll be able to raise this off to get OR to reset the line. If you message us to get it raised to OR. Joe

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4: Newbie

I have sent joe message asking for it to be raised .? I thought my post was me asking for help don't know why I have to go pm .?

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Anonymous
Not applicable

To do anything "account" wise VF need to confirm you are the customer and won't do this in an open forum.

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4: Newbie

ok what info do you need from me 

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4: Newbie

ok I guessed mods would need account details so I pm him them this morning when he was online .. hope to get some sort of reply soon  

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4: Newbie

hi joe did you get this raised for me.I sent you a pm with my account details 

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Moderator (Retired)

Hey @deltafx, we send a private messasge with information on how to contact us, this has a link you need to click on to send over your details. I've sent another private messsage to you just in case you need to do this again.

 

Blair

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4: Newbie

only one pm received  but have filled in details and send 

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Moderator

If you've contacted us through the link in the private message we sent you @deltafx, please confirm the Case reference (looks like [#11234567]) from the auto response you received. If you've not received an auto response, check this hasn't gone into your junk/spam inbox.

 

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4: Newbie

 EFT195 [#20513796]

not heard any from anyone when mods said they could raise it for me so didn't link this post as thought mods would..?

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4: Newbie

still nothing from Vodafone.. after 11 days stable line at  32400 down modem restarted its self and connected at 32400 again.i restarted modem myself in desperation reconnected at 32400 got to be banded profile 32 just happens to be my minimum speed guarantee. I am on superfast 2

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4: Newbie

this is the help you get from vodafone 

Thanks for the link to your post David and the details we asked for, we know how important it is to get the service you'd expect from us.

I've spoken to our Technical Team about a DLM reset and they've advised there is no current requirement for this and this could cause drops until the line settles again and will more than likely return to the same speed.

Please let us know if there's anything else we can help you with.

WELL FIX THE LINE FOR GOD SAKE IF LINE ISNT STABLE SEND ENGINEER OUT TO FIX IT

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Moderator
Moderator

I'm sorry to hear you're still having issues @deltafx. Feel free to pop back to us via email if you're unhappy with the reply and we'll continue to look into this for you. 

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4: Newbie

no, I am not happy this has been going on for the last 7 months if my line is not stable then I would link an engineer out to look into why my line is not stable enough to support above 32meg your guarantee say I will be discount till its fixed but are not doing anything to fix it ofcom  say faults  must be fixed in a reasonable time your I can leave without charge who do i make my complaint too 

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4: Newbie

got this email from Vodafone ...

 

Upon looking over your account it appears you’ve got an open complaints case with our Home Broadband Customer Relations team. As it’s been 56 days (8 weeks) and we’ve been unable to resolve this a letter has been sent so you’re able to seek an alternative dispute resolution via Ombudsman Services.

 

I have not received this letter yet can anyone offer some advice with this. why do Vodafone not just put customers first for once and just let me leave all I want is a fix or let me go  

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4: Newbie

anyone got ant advise ?

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Moderator (Retired)

Hey @deltafx, how long ago did you get this email?

If they've sent a letter out to you and you've not recevied it, please get in touch with us by calling 191 and we can get you through to the correct department.

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4: Newbie

got letter Saturday it's for ( CISAS) communication & internet services adjudication scheme?? I think I have to get in touch and try to explain all the trouble above as if I have not spent enough time on the phone trying to get this sorted. I rang customer relations explained all above don't care I fixed outside cable don't care I brought new modem cus there's don't work. don't care that this has been going on for 7 months. because I am now getting the minimum speed guarantee and the line is a lot more stable. well two can play that game I am putting Vodaphone modem back and hopefully, it will keep starting again and drop below the minimum speed then ill get an engineer out. I am not doing your job anymore get me a modem that works fix first part of the line from pole to the house ..

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4: Newbie

now getting WAN disconnected, WAN type: WAN PTM over DSL, service type: data, device: ppp2 disconnections modem does not restart .? stays on 

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