Errors reported Network Log - broadband affected

[Giova47]

For a while my broadband performance has been compromised. It can be very sluggish. Please can someone from Virgin have a look at this network log and advise me further? I do not really understand it but see errors reported, some critical. Attached are some screen shots of the log

 

 

 

 

 

 

 

 

[Giova47]

For a while my broadband performance has been compromised. It can be very sluggish. Please can someone from Virgin have a look at this network log and advise me further? I do not really understand it but see errors reported, some critical. The previous screenshots of the log were not allowed to be posted. I have covered up the MAC address now. I will send an unedited screenshot on request

 

[newapollo · Accepted solution]

Hi @Giova47 

Have you looked at Check service status at the top of the page to see if there any issues? You can also a run a test on your equipment from there.  If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

Check all of your cabling, especially the white coaxial cable, and make sure it's snug and tight and free from all kinks.

There are a lot of tech guru's on the forum that can look into your issues but when posting the hub stats they need the full details from the Router Status page. So please  apart form the network logs you posted please also copy/paste  FULL sets of data onto here (not screenshots) – from the Downstream and  Upstream  pages. 

You should also set up a BQM monitor  at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK.

[Daniel_Et]

Hi @Giova47 👋 Thank you for your message 😀

We're sorry to hear about the problems you've been having with your broadband 😔 How have things been since you posted and have you tried following the excellent advice provided by @newapollo?

General advice on fixing internet problems can be found here. You can also check your service status here. 

Please pop back to us whenever you're ready and we'll do our very best to help you.

Regards,
Daniel

[Giova47]

Hello

Thank you for your advice. Excuse my ignorance but I am trying to follow your instructions to post a BQM link. However I don’t know what is meant by “On here click the Link icon (2 links chain to the left of the camera icon)”

i can not see any icons. Could you please explain?

[Giova47]

Hi

here are the stats for downstream and upstream as requested 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	331000000	8.1	41	QAM 256	25
2	139000000	6.1	40	QAM 256	1
3	147000000	6.3	40	QAM 256	2
4	155000000	6.5	40	QAM 256	3
5	163000000	6.3	40	QAM 256	4
6	171000000	6	40	QAM 256	5
7	179000000	6.2	40	QAM 256	6
8	187000000	6.4	40	QAM 256	7
9	195000000	6.5	40	QAM 256	8
10	203000000	6.5	40	QAM 256	9
11	211000000	6.8	40	QAM 256	10
12	219000000	6.6	40	QAM 256	11
13	227000000	6.7	41	QAM 256	12
14	235000000	6.8	41	QAM 256	13
15	243000000	6.7	41	QAM 256	14
16	251000000	6.8	41	QAM 256	15
17	259000000	6.9	41	QAM 256	16
18	267000000	6.7	41	QAM 256	17
19	275000000	6.5	41	QAM 256	18
20	283000000	6.4	40	QAM 256	19
21	291000000	6.3	40	QAM 256	20
22	299000000	6.9	41	QAM 256	21
23	307000000	7.5	41	QAM 256	22
24	315000000	7.8	41	QAM 256	23
25	323000000	8	41	QAM 256	24
26	339000000	8.6	41	QAM 256	26
27	347000000	8.7	42	QAM 256	27
28	355000000	8.6	41	QAM 256	28
29	363000000	8.8	41	QAM 256	29
30	371000000	9.2	42	QAM 256	30
31	379000000	9.4	42	QAM 256	31

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	41	12	0
2	Locked	40	15	0
3	Locked	40	24	0
4	Locked	40	14	0
5	Locked	40	22	0
6	Locked	40	24	0
7	Locked	40	29	0
8	Locked	40	26	0
9	Locked	40	24	0
10	Locked	40	18	0
11	Locked	40	12	0
12	Locked	40	17	0
13	Locked	41	18	0
14	Locked	41	18	0
15	Locked	41	17	0
16	Locked	41	22	0
17	Locked	41	19	1
18	Locked	41	19	0
19	Locked	41	25	0
20	Locked	40	25	0
21	Locked	40	23	0
22	Locked	41	18	0
23	Locked	41	22	0
24	Locked	41	21	0
25	Locked	41	13	0
26	Locked	41	8	0
27	Locked	42	13	0
28	Locked	41	16	0
29	Locked	41	13	0
30	Locked	42	21	0
31	Locked	42	8	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	47.8	5120	QAM 64	1
1	43100000	47.5	5120	QAM 64	2
2	36600000	47.3	5120	QAM 64	3
3	30100000	47	5120	QAM 64	4
4	23600000	46.8	5120	QAM 64	9

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Giova47]

as instructed here is the link to my BQM. Any advice and help to this and the downstream and upstream stats posted as well would be greatly appreciated 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/25e0a930b21367043e752f7a805a3b5624... 

[Giova47]

Hi Daniel

i have followed the advice from @newapollo and have posted the stats from the hub status page. I will look forward to hopefully some further advice to resolve my issue

[Daniel_Et]

Hi @Giova47, thank you for coming back to us.

Has following the advice led to any improvements at all? How have things been since you last posted? 

Regards,
Daniel

[Giova47]

Hi Daniel_Et

I followed the advice to post the BQM stats. Haven’t received any other advice though