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Can someone explain callout charge please?

Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Can someone explain callout charge please?

Maybe PN can confirm if the above is still correct?

That statement is correct.

 

With regards to a call-out fee should no fault be found, if we're able to see a problem from our tests, the engineer we send out finds no fault, and the problem remains the same, we'd simply send out another engineer to investigate further.

 

A call-out charge if applicable is applied within 90 days after the fault investigation has ended, based on the final outcome.

We're very stringent on accepting and passing on engineer fees to our customers.

 

What kind of problems are you experiencing?

From testing your line the only thing I've found amiss was your upstream sync speed at 2.5mbps which is below your estimates of 3.9mbps. Unfortunately due to the amount it's below the estimates it's unlikely our suppliers will investigate further.

 

Your connection seems stable too:

 

I hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
VileReynard
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Re: Can someone explain callout charge please?

So the fault lies in your internal wiring?

DS
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Re: Can someone explain callout charge please?

That statement is correct.

Thanks for confirming

With regards to a call-out fee should no fault be found, if we're able to see a problem from our tests, the engineer we send out finds no fault, and the problem remains the same, we'd simply send out another engineer to investigate further.

In my case, I doubt a 'fault' will be found, though it was PN that highlighted the 'problem' to me initially. Referring to a telephone conversation, the upload speed was shown to below the lower estimate, which generated ticket 163019384:

CSC Analyst
10:49am, Tuesday 28 Nov 2017

Just to confirm i have uncapped the upload speed

I replied with:

Thanks for uncapping.
However, as of 12:03 using BTw tester-

1. Best Effort Test: -provides background information.
Download Speed
24.2 Mbps

Download speed achieved during the test was - 24.2 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-26.44 Mbps .
Additional Information:
IP Profile for your line is - 26.44 Mbps

2. Upstream Test: -provides background information.
Upload Speed
2.22 Mbps

Upload speed achieved during the test was - 2.22Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps
So, as you mentioned earlier, the min is 2.5Mbps....... but is 2.2ish the max I'm likely to get?

PN replied with:

CSC Analyst
12:56pm, Saturday 2 Dec 2017
Many thanks for your time today.
As we discussed, I have initiated an order to replace your Router.
This should hopefully resolve the issues you have been experiencing.
***INTERNAL***
Router RMA due to not accepting Firmware updates.

My reply was:

Thanks for calling earlier.

Hmm, here is a test taken after our chat, but please note the actual download speed (27.24) in comparison to the max achievable speed (26.44), odd I'm sure you'd agree:

1. Best Effort Test: -provides background information.
Download Speed
27.24 Mbps

Download speed achieved during the test was - 27.24 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-26.44 Mbps .
Additional Information:
IP Profile for your line is - 26.44 Mbps

2. Upstream Test: -provides background information.
Upload Speed
2.24 Mbps

Upload speed achieved during the test was - 2.24Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps

I then switched the hub off via the rear power switch, removed the MK2 faceplate completely to bypass the test point on it (you know these quality products from BTw), put a filter directly into the 'proper' test point and switched the hub back on.

It rebooted and went blue, then dropped and went amber for a while before stabilising back to blue, which mostly happens anyway - though still a pita imo.

Here's another test after, again note the d/l results but the max achievable has increased a tad and the u/l has risen by 0.01Mbps (yippee!!):

1. Best Effort Test: -provides background information.
Download Speed
27.27 Mbps

Download speed achieved during the test was - 27.27 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-26.68 Mbps .
Additional Information:
IP Profile for your line is - 26.68 Mbps

2. Upstream Test: -provides background information.
Upload Speed
2.23 Mbps

Upload speed achieved during the test was - 2.23Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps

Also, SWMBO has just received an email saying the router is on it's way, thanks again Wink

I added the following:

Just a quick fwiw

The hub dropped at 21:57 Sad
"21:57:32, 02 Dec. (29827.080000) PTM over DSL is down after 259 minutes uptime"
"21:57:32, 02 Dec. (29827.080000) PPPoE is down after 259 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]"

BTw speed after the connection was back, again with odd results:

1. Best Effort Test: -provides background information.
Download Speed
26.84 Mbps

Download speed achieved during the test was - 26.84 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-26.37 Mbps .
Additional Information:
IP Profile for your line is - 26.37 Mbps

2. Upstream Test: -provides background information.
Upload Speed
2.28 Mbps

Upload speed achieved during the test was - 2.28Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps

I added more:

It dropped again.

23:34:24, 02 Dec. (35639.600000) PTM over DSL is down after 96 minutes uptime
23:34:24, 02 Dec. (35639.600000) PPPoE is down after 95 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]

PN replied with:

CSC Analyst
3:28pm, Tuesday 5 Dec 2017

It may well be down to testing yes but I can not say for sure as it is not information we can acess from our supplier.

Please let us know when your new router has arrived and what effect it has had on you speeds both upload and download.

I replied:

The good news is ..... the replacement hub arrived today and is up and running.

The bad news is .... the BTw results are still showing an odd* d/l speed and the upload is no better Sad
*actual d/l speed when compared to IP profile
BTw results:

1. Best Effort Test:
Download Speed
27.78 Mbps

Download speed achieved during the test was - 27.78 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-26.65 Mbps.
Additional Information: IP Profile for your line is - 26.65 Mbps

2. Upstream Test: -provides background information.
Upload Speed
2.22 Mbps

Upload speed achieved during the test was - 2.22Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps

What happens now?

And:

Thanks for the reply. To confirm, all tests are via Ethernet.

The Hub went off several times (one after another) in the early hours of this morning. It would appear to be due to the firmware update.

Test carried out just after firmware update:

1. Best Effort Test:
Download Speed
26.31 Mbps

Download speed achieved during the test was - 26.31 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-26.47 Mbps .
Additional Information: IP Profile for your line is - 26.47 Mbps

2. Upstream Test:
Upload Speed
2.22 Mbps

Upload speed achieved during the test was - 2.22Mbps
Additional Information: Upstream Rate IP profile on your line is - 10 Mbps


Test carried out at 13:00(ish) today:

1. Best Effort Test:
Download Speed
25.38 Mbps

Download speed achieved during the test was - 25.38 Mbps
For your connection, the acceptable range of speeds is 20 Mbps-26.47 Mbps .
Additional Information: IP Profile for your line is - 26.47 Mbps

2. Upstream Test: -provides background information.
Upload Speed
2.07 Mbps

Upload speed achieved during the test was - 2.07Mbps
Additional Information: Upstream Rate IP profile on your line is - 10 Mbps

Just an observation - off peak u/l 2.22Mbps, peak u/l 2.07Mbps - probably just a one off but thought I'd highlight this.

Copied from BT dsl checker:
VDSL Downstream High 33.5, Low 23.4 - Upstream 6.3 High, 4.1 Low

PN replied:

CSC Analyst
3:15pm, Thursday 7 Dec 2017
Thank you for your reply.

That is totally fine, if I'm honest with you the next step would be to raise this as a fault to our faults department as I believe you have done all the tests accurately and it seems it maybe an issue that needs to be internally rectified through our fault guys.

So as part of raising it to our faults team, I will need to read out an engineer statement to you - I am not booking an engineer for you at the moment, our faults guys will decide whether one is required and will contact you to organise that at a date/time that suits you.

Upon retesting your service we have been unable to identify any form of network related issue, this would mean should you still experience any form of issue an engineer would be required to premises to investigate.

As part of the investigation of this fault we may need an engineer to visit your property to test the line. If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer. This charge will also apply if you miss the appointment or you cancel without giving us 2 working days' notice.

This charge will apply at all times when we're working on the fault and you'll need to accept this statement again if the issue is closed and then re-opened.

 

As I've pointed out on some recent posts, it was for the reasons (highlighted in bold) that I didn't go any further and let the ticket auto close.

 

So the fault lies in your internal wiring?

 

It's possible. But after Quinns (sub contractor for Openreach) decided to bodge the original master socket, to then use my BT supplied existing cabling (it was going to an extension socket) and make this a new main master socket, because he was a bodge it and leave it guy, the problem could be the existing extension wiring that now is no longer under my ownership as he's gel crimped the original master socket to the extension and killed the original and made it the responsibility of Openreach - they're aware of this and have stated that he should not have cut corners and wired a new dropwire straight to the new master sockets location.

(images sent with my then formal complaint)

IMAG0484.jpgIMAG0486.jpgIMAG0487.jpgIMAG0488.jpgIMAG0489.jpgIMAG0490.jpgIMAG0491.jpgIMAG0492.jpg

Erm, a bit bigger images than I thought, but note the one screw fixing, trapped wires and general poor fitting.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

DS
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Re: Can someone explain callout charge please?

Sorry to the OP for hijacking this thread, but it's also possible that the recent 3dB 'target' isn't helping either. Copied from this post

I wrote:

A bit of history first - tie-pair mod, lift n shift etc whilst with BT. SNR fixed to 6dB as my 1100 (roughly) metres of aluminum couldn't cope with 3dB, I was told this, don't shoot the messenger. Moved to Sky = rock solid for almost 2 years bar the 2 SNR tweaks.

Moved to PN late 2016 and it's been a bit hit n miss. Had the we're increasing your upload email in early to mid November but saw no increase..... PN support confirm they looked and removed upload cap (ticket 163019384) on 28 November, but it's still low, sitting around 2.4Mbps. As my PNH1 (in use for 11 months and 5 days) hadn't updated the firmware, PN issued a replacement under their warranty.

But, here's where Bob's post and the info given to me by tech support differ - Support have told me that my 3 - 3.4dB cannot be tweaked, manually or automatically as this would also affect 2,400 other PN customers. So now I have no idea who's right.

I was, at the request of PN, going to raise a fault, but the following statement has put me off:

(the statement is already on this thread so I've omitted it)

Community Veteran
Posts: 5,094
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Registered: 10-06-2010

Re: Can someone explain callout charge please?

@DS

What actual problem(s) with your broadband are you experiencing?

Rhysj91
Hooked
Posts: 9
Registered: 21-08-2017

Re: Can someone explain callout charge please?

Thats not my graph is it? Because ive definitely been disconnected more than once in last 14 days even plugged into master socket
Plusnet Help Team
Plusnet Help Team
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Re: Can someone explain callout charge please?

Thats not my graph is it?

No, that post was for @DS

If you want I'll grab another graph for you tomorrow.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
DS
Pro
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Re: Can someone explain callout charge please?

What actual problem(s) with your broadband are you experiencing?

 

The PNH1 dropping the connection. Dates mixed up, but here's some:

01:42:25, 04 Mar. (2626531.970000) PPPoE is up -​ Down Rate=27588Kbps, Up Rate=2506Kbps; SNR Margin Down=4.3dB, Up=6.1dB

01:41:51, 04 Mar. (2626497.700000) PPPoE is down after 12924 minutes uptime [Disconnected]
01:41:48, 04 Mar. (2626495.360000) PPP LCP Send Termination Request [Peer not responding]

02:16:38, 23 Feb. (1850997.920000) PPPoE is up -​ Down Rate=27588Kbps, Up Rate=2506Kbps; SNR Margin Down=3.4dB, Up=5.9dB

02:15:19, 23 Feb. (1850919.010000) PTM over DSL is down after 6 minutes uptime
02:15:19, 23 Feb. (1850919.000000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

02:09:57, 23 Feb. (1850596.500000) PPPoE is up -​ Down Rate=27694Kbps, Up Rate=2526Kbps; SNR Margin Down=3.3dB, Up=5.8dB

02:08:36, 23 Feb. (1850516.210000) PTM over DSL is down after 185 minutes uptime
02:08:36, 23 Feb. (1850516.210000) PPPoE is down after 184 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

23:03:41, 22 Feb. (1839420.540000) PPPoE is up -​ Down Rate=27573Kbps, Up Rate=2498Kbps; SNR Margin Down=3.4dB, Up=5.9dB

23:02:21, 22 Feb. (1839340.930000) PTM over DSL is down after 208 minutes uptime
23:02:21, 22 Feb. (1839340.930000) PPPoE is down after 207 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

19:35:01, 22 Feb. (1826900.520000) PPPoE is up -​ Down Rate=27576Kbps, Up Rate=2438Kbps; SNR Margin Down=3.3dB, Up=5.9dB

19:33:42, 22 Feb. (1826821.590000) PTM over DSL is down after 17311 minutes uptime
19:33:42, 22 Feb. (1826821.590000) PPPoE is down after 17310 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

19:02:48, 10 Feb. (788186.490000) PPPoE is up -​ Down Rate=27076Kbps, Up Rate=2498Kbps; SNR Margin Down=3.3dB, Up=5.9dB

19:01:29, 10 Feb. (788107.200000) PTM over DSL is down after 118 minutes uptime
19:01:29, 10 Feb. (788107.200000) PPPoE is down after 117 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

17:04:09, 10 Feb. (781066.730000) PPPoE is up -​ Down Rate=27400Kbps, Up Rate=2446Kbps; SNR Margin Down=3.3dB, Up=5.9dB

17:02:50, 10 Feb. (780987.820000) PTM over DSL is down after 1345 minutes uptime
17:02:50, 10 Feb. (780987.810000) PPPoE is down after 1344 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

18:38:32, 09 Feb. (700331.550000) PPPoE is up -​ Down Rate=27283Kbps, Up Rate=2494Kbps; SNR Margin Down=3.3dB, Up=5.9dB

18:37:14, 09 Feb. (700253.020000) PTM over DSL is down after 23 minutes uptime
18:37:14, 09 Feb. (700253.020000) PPPoE is down after 22 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

18:14:53, 09 Feb. (698912.050000) PPPoE is up -​ Down Rate=27248Kbps, Up Rate=2494Kbps; SNR Margin Down=3.4dB, Up=5.9dB

18:13:34, 09 Feb. (698833.040000) PTM over DSL is down after 2034 minutes uptime
18:13:34, 09 Feb. (698833.040000) PPPoE is down after 2033 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

08:19:33, 08 Feb. (576795.680000) PPPoE is up -​ Down Rate=27514Kbps, Up Rate=2490Kbps; SNR Margin Down=3.3dB, Up=5.8dB

08:18:16, 08 Feb. (576717.800000) PTM over DSL is down after 8158 minutes uptime
08:18:16, 08 Feb. (576717.800000) PPPoE is down after 8157 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

16:20:41, 02 Feb. (87271.270000) PPPoE is up -​ Down Rate=26237Kbps, Up Rate=2486Kbps; SNR Margin Down=3.3dB, Up=5.8dB

16:19:24, 02 Feb. (87193.950000) PTM over DSL is down after 52 minutes uptime
16:19:24, 02 Feb. (87193.940000) PPPoE is down after 51 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

15:28:04, 02 Feb. (84115.090000) PPPoE is up -​ Down Rate=26196Kbps, Up Rate=2414Kbps; SNR Margin Down=3.3dB, Up=5.9dB

20:30:29, 17 Jan. <<<<<<<<<<<<<<<<<<<< Limit of wan log >>>>>>>>>>>>>>>>>>>>

15:26:17, 18 Jan. ( 9383.180000) PTM over DSL is down after 155 minutes uptime
15:26:17, 18 Jan. ( 9383.180000) PPPoE is down after 154 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

15:26:44, 18 Jan. ( 9410.620000) PTM over DSL is up

15:27:33, 18 Jan. ( 9459.760000) PPPoE is up -? Down Rate=27197Kbps, Up Rate=2502Kbps; SNR Margin Down=3.4dB, Up=5.9dB

20:31:09, 17 Jan. (1332582.460000) PTM over DSL is down after 1 minutes uptime
20:31:09, 17 Jan. (1332582.450000) PPPoE is down after 0 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

20:32:28, 17 Jan. (1332661.280000) PPPoE is up -? Down Rate=27072Kbps, Up Rate=2498Kbps; SNR Margin Down=3.2dB, Up=5.9dB

12:51:58, 18 Jan. ( 124.200000) PPPoE is up -? Down Rate=27267Kbps, Up Rate=2482Kbps; SNR Margin Down=3.3dB, Up=5.9dB

15:26:17, 18 Jan. ( 9383.180000) PTM over DSL is down after 155 minutes uptime
15:26:17, 18 Jan. ( 9383.180000) PPPoE is down after 154 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

15:27:33, 18 Jan. ( 9459.760000) PPPoE is up -? Down Rate=27197Kbps, Up Rate=2502Kbps; SNR Margin Down=3.4dB, Up=5.9dB

19:42:53, 18 Jan. (24779.480000) PTM over DSL is down after 256 minutes uptime
19:42:53, 18 Jan. (24779.470000) PPPoE is down after 255 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

19:44:09, 18 Jan. (24855.110000) PPPoE is up -? Down Rate=26825Kbps, Up Rate=2478Kbps; SNR Margin Down=3.4dB, Up=5.9dB

23:04:47, 18 Jan. (36893.430000) PTM over DSL is down after 201 minutes uptime
23:04:47, 18 Jan. (36893.430000) PPPoE is down after 200 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

23:06:06, 18 Jan. (36971.930000) PPPoE is up -? Down Rate=26943Kbps, Up Rate=2478Kbps; SNR Margin Down=3.4dB, Up=5.8dB

08:18:25, 19 Jan. (70111.680000) PTM over DSL is down after 553 minutes uptime
08:18:25, 19 Jan. (70111.660000) PPPoE is down after 552 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

08:19:43, 19 Jan. (70189.470000) PPPoE is up -? Down Rate=27189Kbps, Up Rate=2430Kbps; SNR Margin Down=3.2dB, Up=5.9dB

15:54:03, 20 Jan. (183846.650000) PTM over DSL is down after 1895 minutes uptime
15:54:03, 20 Jan. (183846.630000) PPPoE is down after 1894 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

15:55:24, 20 Jan. (183927.290000) PPPoE is up -? Down Rate=26947Kbps, Up Rate=2474Kbps; SNR Margin Down=3.3dB, Up=5.9dB

16:49:49, 21 Jan. (273590.690000) PTM over DSL is down after 1495 minutes uptime
16:49:49, 21 Jan. (273590.690000) PPPoE is down after 1494 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

16:51:08, 21 Jan. (273670.420000) PPPoE is up -? Down Rate=27267Kbps, Up Rate=2490Kbps; SNR Margin Down=3.4dB, Up=5.9dB

16:52:16, 21 Jan. (273738.270000) PTM over DSL is down after 1 minutes uptime
16:52:16, 21 Jan. (273738.250000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

16:53:36, 21 Jan. (273817.720000) PPPoE is up -? Down Rate=27353Kbps, Up Rate=2517Kbps; SNR Margin Down=3.3dB, Up=5.9dB

10:06:56, 28 Jan. (854209.360000) PTM over DSL is down after 9674 minutes uptime
10:06:56, 28 Jan. (854209.360000) PPPoE is down after 9673 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

10:08:15, 28 Jan. (854288.090000) PPPoE is up -? Down Rate=25915Kbps, Up Rate=2486Kbps; SNR Margin Down=3.2dB, Up=5.9dB

18:23:32, 28 Jan. (884003.730000) PTM over DSL is down after 496 minutes uptime
18:23:32, 28 Jan. (884003.720000) PPPoE is down after 495 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

18:24:51, 28 Jan. (884082.380000) PPPoE is up -? Down Rate=25618Kbps, Up Rate=2434Kbps; SNR Margin Down=3.3dB, Up=5.9dB

22:57:38, 28 Jan. (900449.450000) PTM over DSL is down after 273 minutes uptime
22:57:38, 28 Jan. (900449.440000) PPPoE is down after 272 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

22:58:06, 28 Jan. (900477.370000) PTM over DSL is up

22:58:55, 28 Jan. (900527.070000) PPP LCP Send Termination Request [PPPoE PADT received]

22:59:58, 28 Jan. (900589.260000) PPPoE is up -? Down Rate=25596Kbps, Up Rate=2403Kbps; SNR Margin Down=3.4dB, Up=5.9dB

01:06:39, 29 Jan. (908190.570000) PTM over DSL is down after 128 minutes uptime
01:06:39, 29 Jan. (908190.540000) PPPoE is down after 126 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

01:07:57, 29 Jan. (908268.300000) PPPoE is up -? Down Rate=25702Kbps, Up Rate=2458Kbps; SNR Margin Down=3.4dB, Up=5.8dB

02:36:47, 31 Jan. (1086395.180000) PTM over DSL is down after 2969 minutes uptime
02:36:47, 31 Jan. (1086395.170000) PPPoE is down after 2968 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

02:38:07, 31 Jan. (1086476.010000) PPPoE is up -? Down Rate=26006Kbps, Up Rate=2474Kbps; SNR Margin Down=3.3dB, Up=5.9dB

02:40:15, 31 Jan. (1086603.610000) PTM over DSL is up
02:39:46, 31 Jan. (1086575.040000) PTM over DSL is down after 2 minutes uptime
02:39:46, 31 Jan. (1086575.010000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

02:41:05, 31 Jan. (1086653.400000) PPPoE is up -? Down Rate=26042Kbps, Up Rate=2446Kbps; SNR Margin Down=3.2dB, Up=6.0dB

16:08:15, 01 Feb. ( 126.290000) PPPoE is up -? Down Rate=26252Kbps, Up Rate=2478Kbps; SNR Margin Down=3.2dB, Up=5.8dB

15:26:48, 02 Feb. (84038.750000) PTM over DSL is down after 1399 minutes uptime
15:26:48, 02 Feb. (84038.750000) PPPoE is down after 1398 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

15:28:04, 02 Feb. (84115.090000) PPPoE is up -? Down Rate=26196Kbps, Up Rate=2414Kbps; SNR Margin Down=3.3dB, Up=5.9dB

16:19:24, 02 Feb. (87193.950000) PTM over DSL is down after 52 minutes uptime
16:19:24, 02 Feb. (87193.940000) PPPoE is down after 51 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

16:20:41, 02 Feb. (87271.270000) PPPoE is up -? Down Rate=26237Kbps, Up Rate=2486Kbps; SNR Margin Down=3.3dB, Up=5.8dB

08:18:16, 08 Feb. (576717.800000) PTM over DSL is down after 8158 minutes uptime
08:18:16, 08 Feb. (576717.800000) PPPoE is down after 8157 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

08:19:33, 08 Feb. (576795.680000) PPPoE is up -? Down Rate=27514Kbps, Up Rate=2490Kbps; SNR Margin Down=3.3dB, Up=5.8dB

18:13:34, 09 Feb. (698833.040000) PTM over DSL is down after 2034 minutes uptime
18:13:34, 09 Feb. (698833.040000) PPPoE is down after 2033 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

18:14:53, 09 Feb. (698912.050000) PPPoE is up -? Down Rate=27248Kbps, Up Rate=2494Kbps; SNR Margin Down=3.4dB, Up=5.9dB

18:37:14, 09 Feb. (700253.020000) PTM over DSL is down after 23 minutes uptime
18:37:14, 09 Feb. (700253.020000) PPPoE is down after 22 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

18:38:32, 09 Feb. (700331.550000) PPPoE is up -? Down Rate=27283Kbps, Up Rate=2494Kbps; SNR Margin Down=3.3dB, Up=5.9dB

17:02:50, 10 Feb. (780987.820000) PTM over DSL is down after 1345 minutes uptime
17:02:50, 10 Feb. (780987.810000) PPPoE is down after 1344 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

17:04:09, 10 Feb. (781066.730000) PPPoE is up -? Down Rate=27400Kbps, Up Rate=2446Kbps; SNR Margin Down=3.3dB, Up=5.9dB

19:01:29, 10 Feb. (788107.200000) PTM over DSL is down after 118 minutes uptime
19:01:29, 10 Feb. (788107.200000) PPPoE is down after 117 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

19:02:48, 10 Feb. (788186.490000) PPPoE is up -? Down Rate=27076Kbps, Up Rate=2498Kbps; SNR Margin Down=3.3dB, Up=5.9dB

15:27:15, 02 Feb. (84066.170000) PTM over DSL is up
15:26:48, 02 Feb. (84038.750000) PTM over DSL is down after 1399 minutes uptime
15:26:48, 02 Feb. (84038.750000) PPPoE is down after 1398 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

15:28:04, 02 Feb. (84115.090000) PPPoE is up -? Down Rate=26196Kbps, Up Rate=2414Kbps; SNR Margin Down=3.3dB, Up=5.9dB

16:19:52, 02 Feb. (87222.370000) PTM over DSL is up
16:19:24, 02 Feb. (87193.950000) PTM over DSL is down after 52 minutes uptime
16:19:24, 02 Feb. (87193.940000) PPPoE is down after 51 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

20:32:28, 17 Jan. (1332661.280000) PPPoE is up -? Down Rate=27072Kbps, Up Rate=2498Kbps; SNR Margin Down=3.2dB, Up=5.9dB

20:31:09, 17 Jan. (1332582.450000) PPPoE is down after 0 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

20:30:27, 17 Jan. (1332540.280000) PPPoE is up -? Down Rate=26645Kbps, Up Rate=2410Kbps; SNR Margin Down=3.3dB, Up=6.0dB

20:29:08, 17 Jan. (1332460.620000) PTM over DSL is down after 1523 minutes uptime
20:29:08, 17 Jan. (1332460.610000) PPPoE is down after 1522 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

19:06:03, 16 Jan. (1241077.730000) PPPoE is up -? Down Rate=26720Kbps, Up Rate=2418Kbps; SNR Margin Down=3.4dB, Up=6.0dB

19:04:44, 16 Jan. (1240998.940000) PTM over DSL is down after 10002 minutes uptime
19:04:44, 16 Jan. (1240998.940000) PPPoE is down after 10001 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

20:23:17, 09 Jan. (640921.400000) PPPoE is up -? Down Rate=27170Kbps, Up Rate=2418Kbps; SNR Margin Down=3.3dB, Up=5.9dB

20:21:59, 09 Jan. (640842.970000) PTM over DSL is down after 3805 minutes uptime
20:21:59, 09 Jan. (640842.970000) PPPoE is down after 3804 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

04:57:29, 07 Jan. (412577.970000) PPPoE is up -? Down Rate=27342Kbps, Up Rate=2470Kbps; SNR Margin Down=3.3dB, Up=5.9dB

04:56:09, 07 Jan. (412498.180000) PTM over DSL is down after 6733 minutes uptime
04:56:09, 07 Jan. (412498.180000) PPPoE is down after 6732 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

12:43:11, 02 Jan. ( 8525.730000) PPPoE is up -? Down Rate=27404Kbps, Up Rate=2399Kbps; SNR Margin Down=3.3dB, Up=5.9dB

12:41:54, 02 Jan. ( 8448.260000) PTM over DSL is down after 139 minutes uptime
12:41:54, 02 Jan. ( 8448.260000) PPPoE is down after 138 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

10:23:10, 02 Jan. ( 123.230000) PPPoE is up -? Down Rate=27193Kbps, Up Rate=2422Kbps; SNR Margin Down=3.3dB, Up=5.9dB

19:51:01, 31 Dec. (2139571.880000) PPPoE is up -? Down Rate=27025Kbps, Up Rate=2446Kbps; SNR Margin Down=3.2dB, Up=5.8dB

19:49:41, 31 Dec. (2139491.430000) PTM over DSL is down after 8579 minutes uptime
19:49:41, 31 Dec. (2139491.420000) PPPoE is down after 8578 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

20:51:21, 25 Dec. (1624799.050000) PPPoE is up -? Down Rate=27013Kbps, Up Rate=2458Kbps; SNR Margin Down=3.2dB, Up=5.9dB

20:50:02, 25 Dec. (1624720.710000) PTM over DSL is down after 15590 minutes uptime
20:50:02, 25 Dec. (1624720.710000) PPPoE is down after 15589 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

01:00:09, 15 Dec. (689343.690000) PPPoE is up -? Down Rate=27119Kbps, Up Rate=2430Kbps; SNR Margin Down=3.4dB, Up=5.9dB

00:58:49, 15 Dec. (689263.650000) PTM over DSL is down after 8604 minutes uptime
00:58:49, 15 Dec. (689263.650000) PPPoE is down after 8603 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

01:34:44, 09 Dec. (173027.400000) PPPoE is up -? Down Rate=27291Kbps, Up Rate=2494Kbps; SNR Margin Down=3.3dB, Up=5.9dB

01:33:26, 09 Dec. (172949.310000) PTM over DSL is down after 2881 minutes uptime
01:33:26, 09 Dec. (172949.310000) PPPoE is down after 2880 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]

01:33:01, 07 Dec. ( 125.980000) PPPoE is up -? Down Rate=27342Kbps, Up Rate=2462Kbps; SNR Margin Down=3.3dB, Up=5.9dB

 

All random, with no apparent reasons at this end.

(Oh and the odd YV IPC6023 error messages)

Not sure if earlier graphs reflect this?

Plusnet Staff
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Re: Can someone explain callout charge please?

Hi @DS

 

This how things look this end, the connection looks to be normal and the frequency of the drops wouldn't be considered a fault by our suppliers.

 

image15209532707475

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 Lauren Barry
 Plusnet Help Team
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Re: Can someone explain callout charge please?

@Rhysj91 This is how your connection is looking. Looks to have stabilised over the last few days, anything changed your end?

 

image15209539159004

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 Lauren Barry
 Plusnet Help Team
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Re: Can someone explain callout charge please?

This how things look this end, the connection looks to be normal and the frequency of the drops wouldn't be considered a fault by our suppliers.

I didn't think it would be, it's just a pain and so random.

A quick look at my post above ties in with the image you kindly posted.

And yes the one yesterday at 19:31

19:32:45, 12 Mar. (3381938.250000) PPPoE is up -​ Down Rate=27647Kbps, Up Rate=2510Kbps; SNR Margin Down=3.3dB, Up=5.8dB

19:31:55, 12 Mar. (3381887.990000) PTM over DSL is up
19:31:52, 12 Mar. (3381884.570000) New GUI session from IP 172.16.0.64
19:31:29, 12 Mar. (3381861.570000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
19:31:28, 12 Mar. (3381861.170000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
19:31:26, 12 Mar. (3381859.110000) PTM over DSL is down after 25515 minutes uptime
19:31:26, 12 Mar. (3381859.100000) PPPoE is down after 12588 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

I still have to say my line doesn't like 3dB. The only time it dropped on a LLU connection was when the supplier adopted 3dB targets too but they could remotely tweak it to a fixed 6dB limit on individual connections which cured the two issues I had during my 2 years with them.

(not sure if $ky can still tweak their individual customers connections to 6dB or not, but it's something I'll need to carefully consider in the future as my daughter remotes in to her colleges server for her coursework and it really doesn't like to see any drop during the remote session, plus my son used to big into online gaming, though he gave up on that around December(ish) due to getting kicked too often)

 

Plusnet Help Team
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Re: Can someone explain callout charge please?

Our tests are also showing your line on a 3db target.

Profile Name 0.128M-40M Downstream 3dB, Retransmission Low - 0.128M-10M Upstream, Error Protection Off

 It's possible this is the cause of the drops you're experiencing.

Unfortunately there isn't much we can do about that.

You've probably been through this but have you tried plugging your router into the test socket?

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 Anoush Mortazavi
 Plusnet Help Team
Rhysj91
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Re: Can someone explain callout charge please?

The only thing i changed is i plugged it into the test socket at 10pm ish on tuesday night, and its been in there since


Today it has dropped out a few times
Plusnet Help Team
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Re: Can someone explain callout charge please?

It looks like the drops have indeed returned. Sad

 

I'd recommend raising a fault to us at http://faults.plus.net so we can pass this onto our suppliers and potentially arrange an engineer visit to investigate this further for you.

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 Anoush Mortazavi
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Re: Can someone explain callout charge please?

In case the reply was aimed at me

It's possible this is the cause of the drops you're experiencing.

I believe it is or was*

Unfortunately there isn't much we can do about that.

Well, at least you've confirmed that

You've probably been through this but have you tried plugging your router into the test socket?

Yes, during the times I've spoke with your tech team.

*tonight's first one is different....?

18:59:51, 17 Mar. (3811955.630000) PPPoE is up -​ Down Rate=27678Kbps, Up Rate=2155Kbps; SNR Margin Down=3.4dB, Up=6.0dB

18:59:01, 17 Mar. (3811905.420000) PTM over DSL is up

18:58:31, 17 Mar. (3811875.840000) PTM over DSL is down after 8 minutes uptime
18:58:31, 17 Mar. (3811875.840000) PPPoE is down after 7 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]


18:50:39, 17 Mar. (3811403.380000) PPPoE is up -​ Down Rate=27549Kbps, Up Rate=2251Kbps; SNR Margin Down=3.3dB, Up=6.0dB

18:49:49, 17 Mar. (3811353.630000) PTM over DSL is up
18:49:19, 17 Mar. (3811324.010000) PTM over DSL is down after 2969 minutes uptime
18:49:19, 17 Mar. (3811324.000000) PPPoE is down after 40 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

18:08:26, 17 Mar. (3808870.860000) PPPoE is up -​ Down Rate=27404Kbps, Up Rate=2391Kbps; SNR Margin Down=4.1dB, Up=4.9dB

18:08:02, 17 Mar. (3808846.260000) New GUI session from IP 172.16.0.64

18:07:45, 17 Mar. (3808829.570000) PPPoE is down after 2927 minutes uptime [Disconnected]
18:07:43, 17 Mar. (3808827.220000) PPP LCP Send Termination Request [Peer not responding]

3 drops in less than one hour is a bit too often me thinks.