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

 

 

 

 

 

 

 

 

[Carley_S]

Hi @Giova47 

Sorry to hear this is still ongoing for you. I can see that your BQM looks good except for the  few spikes and a packet loss later on during the night. 

Taking a look at your specification I can see that your downstream power levels are out of spec which might be causing the issue you're experiencing. 

We'll need an engineer to look at this further at the home, please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

[Carley_S]

Thanks so much for joining me on private message @Giova47 
I have now booked you a visit for power level issue – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
 

[Giova47]

Hi Carley. A very helpful Virgin engineer, Nick, came today. He did what he could but had to get the “network” people to come and do something outside in the pit. He said they would knock on door and confirm all done. Could you please  confirm if they did what had to be done?

[Ashleigh_C]

Hi there @Giova47 

Thank you for popping back to us and we are so glad to hear that the engineer was able to take a look, did they mention when they would knock on the door? Was this supposed to be the same day as the appointment? 

[Giova47]

Yes Nick the engineer suggested the network guys should knock on the door. They may have done and I didn’t hear them. Nick did though kindly call in the evening to explain that they did partially make the adjustments and would complete it in a week or two