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Level 3: Gumshoe

DLM applied to my service.

Hi All,

 

Since a cable fault was repaired last week my ADSL service has gone to the pack.

 

Initially I was back up at 16Mbps after the repair, but as day or 2 later I'm stuck on a rock solid 6142kbps connection.

 

Have spent 2 hours with support & receive a no fault found.

Modem Stats say it all.

 

How do I get this referred to Level 2 support to have the profile reset.

 

 

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7 REPLIES 7
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Level 19: Deputy Director

Re: DLM applied to my service.

I've been told by Level 1 HelpDesk that if the connection works, their job is done. 

 

I'm assuming you have reset the modem, shut it and all devices down, restarted modem and then other devices? Sometimes reloading the network is all that needs to be done. 

What do you mean exactly by "having the profile reset"?

You may find that the resetting by using a paper clip or pen on the little red button near the power button and holding for 30 secs also upgrades the firmware. 

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Level 22: Superhuman
Level 22: Superhuman

Re: DLM applied to my service.


@Phil35 wrote:

Hi All,

 

Since a cable fault was repaired last week my ADSL service has gone to the pack.

 

Initially I was back up at 16Mbps after the repair, but as day or 2 later I'm stuck on a rock solid 6142kbps connection.

 

Have spent 2 hours with support & receive a no fault found.

Modem Stats say it all.

 

How do I get this referred to Level 2 support to have the profile reset.

 

 

 


DLM (Dynamic Line Management) is also a stealth way Telstra deal with a congested exchange. So if you know that isn't an issue with yours then I would run the Troubleshooting Tool to get a reference number. Then when you get level one tell them you have that number, and you were told via Crowd Support the reason for the slow speeds is due to Dynamic Line Management (Use the full term, level 1 have had lobotomies I think?) and you need to speak with level 2 so they can turn it off.

 

With a bit of perseverance you will get the right person. Even a supervisor looking after level 1 can turn it off.

 

When I was on ADSL it took me about 4 weeks to finally get someone who knew what they were doing. I was getting close to leaving Telstra to avoid the slow downs. 

 

Basically, you are going to be needed to be put of the 'fast' profile. So maybe just requesting that will be enough info without explaining DLM to level 1.

Someone keeps putting vegetables in my beer crisper
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Level 24: Supreme Being
Level 24: Supreme Being

Re: DLM applied to my service.


@Ozmoz wrote:

 

DLM (Dynamic Line Management) is also a stealth way Telstra deal with a congested exchange.

No it isn't

If a DSLAM is that congested that it requires intervention, All services on that DSLAM are hard-limited to 3mbps via a specific set of codes put on the line. The diagnostics system DLM uses to monitor and assess line conditions does not have any form of congestion check full stop.

 

DLM does tends to be sticky once a fault is detected, and won't wind back up to normal line rates until the system is completely certain there is no fault present (Which does take time). But i have seen it happen on several occasions.

 

 

Asking L1 if they can put you on a mild noise profile might do it, or asking for a line rebuild. Using the term DLM probably won't work

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 22: Superhuman
Level 22: Superhuman

Re: DLM applied to my service.


@Yastiandrie wrote:

@Ozmoz wrote:

 

DLM (Dynamic Line Management) is also a stealth way Telstra deal with a congested exchange.

No it isn't

If a DSLAM is that congested that it requires intervention, All services on that DSLAM are hard-limited to 3mbps via a specific set of codes put on the line. The diagnostics system DLM uses to monitor and assess line conditions does not have any form of congestion check full stop.

  


Say what you want, but when all customers on an exchange are suddenly effected by DLM when Telstra increased the quota to 1GB it was to deal with not having enough backhaul at the time. It was a stealth way to do it rather than admitting that suddenly the exchanges do not have enough backhaul to deal with the extra quota. Whirlpool has thousands of posts from customers highlighting that fact back then. 

 

Exchanges are having more of an issue these days as quota's are even higher but due to waiting on the NBN nothing is being done about it.

 

@Phil35 You will need to be put of a 'fast' profile. Noise profile 1,2,3 will not help as DLM will kick in again. I went through all the crap ages ago. A line rebuild will turn it off for a short period but you will find it will not last.

 

Alternatively, leave Telstra.

 

Someone keeps putting vegetables in my beer crisper
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Level 24: Supreme Being
Level 24: Supreme Being

Re: DLM applied to my service.

More than happy to provide accurate information instead of conjecture

Getting a Noise profile put on does in fact take you off DLM. DLM only affects the standard profile. However, DLM will override a noise profile change if it is made between roughly 5PM to 3AM and revert it back to standard because the changes DLM makes are already 'locked in' at that time.

Fast profile can potentially cause dropouts depending on line condition and distance from the DSLAM as the Noise Margins are set to lower than the target for a stable service. It would be a 'use at your own risk' type scenario
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Highlighted
Level 22: Superhuman
Level 22: Superhuman

Re: DLM applied to my service.


@Yastiandrie wrote:
More than happy to provide accurate information instead of conjecture

Getting a Noise profile put on does in fact take you off DLM. DLM only affects the standard profile. However, DLM will override a noise profile change if it is made between roughly 5PM to 3AM and revert it back to standard because the changes DLM makes are already 'locked in' at that time.

Fast profile can potentially cause dropouts depending on line condition and distance from the DSLAM as the Noise Margins are set to lower than the target for a stable service. It would be a 'use at your own risk' type scenario

What is meant to happen and what actually happens with Telstra are two different things.

 

I can remark on what I went through with DLM and when it all started.

 

OP, get NP1 and see ya back here shortly.

 

Someone keeps putting vegetables in my beer crisper
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Level 3: Gumshoe

Re: DLM applied to my service.


@Ozmoz wrote:

 


OP, get NP1 and see ya back here shortly.

 


Thanks

Got that applied on Monday morning by level 2.

 

Also got to the source of why DLM had been applied.

After the damaged cable was restored, everything was fine Wednesday & Thursday last week.

 

But here's the twist, on Thursday, I installed a new router on a clients site.

10km away...

 

Much of Friday was spent configuring a both a VPN and an Inter-Lan routed connection via Wireless link to this remote site.

 

Drayteks request a lot of reboots during config changes, & it turned out that the large number of reboots where logged as dropouts & triggered the DLM.

 

The tech actually gave me a time frame that pretty much tied in with that setup period.

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