Virgin Media Community

[paulgills]

I have had the 1gb broadband for 5 weeks and get really high jitter. Ping is okay but slow internet speed considering we are on the 1gb package. Can someone help me please

[Adduxi]

Please post your power levels and network log.  Also setup a BQM here www.thinkbroadband.com/ping

Once done we can comment.

[paulgills]

Absolutely a beginner here. Can you advise how I post my power levels and network log. Thank you

[paulgills]

Can you help me with how to post power levels and network log. I thought no I've setup the bqm. Thank you

[paulgills]

Hope this is all correct as wasn't sure

 

 

 

 

 

 

[paulgills]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/4fdc15eea852f48549d532da1fcec22186e3dce7-04-03-2022

[paulgills]

Can anyone check out my replies please 

[Akua_A]

Hi @paulgills,

Welcome back to our community forums and thank you for your first post.

Sorry to hear you are having issues with ping and slow speeds. We want to do our best to help from here.

I have been able to take a look at things backend and I can see that your downstream power levels are out of sync. In this case, I have sent you a private message. Please lookout for the purple envelope and provide a response when you can. 

Thanks,

[Akua_A]

Yes @paulgills, the engineer will know what he has been sent for as I have made notes on the account as well as on the work order.

Please do let us know the appointment goes and if you need any further help 🙂

Thanks,

[paulgills]

thank you for getting back to me and the engineer did come out and swap my hub 4 as he couldn't see what else would be causing the problem. he couldn't see nay problems with the power levels being out of sync but has kept in touch with me and is asking questions. i am receiving less than 50% and my last speed check was only 346mbps so he wasn't happy to leave it like than. any help from your end would be gratefully appreciated. thank you so much