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Callumconnor98
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Internet disconnecting

My internet disconnect AT LEAST 3 times a day where I have to restart the internet for it to work again as well as little 2 minute periods throughout the day where the internet just drops off, so that everything gets disconnected and then returns immediately after. It is appalling. Every time I call for help they fix the issues temporarily, then they start again within a few days!
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Superuser
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Re: Internet disconnecting

Are you using a wired Ethernet connection to the VM hub or a wireless connection? Wireless is easily disrupted by a number of external factors, so knowing if a wired device disconnects helps to pinpoint if the issue is with the wireless or your line.

If you go to http://192.168.0.1/ (or http://192.168.100.1/ if you are in modem mode) to get the VM hub GUI. Don't login but instead click on Router Status which is either a button in the top right of the screen or a text link at the bottom of the screen depending on which hub you have. Click on the Downstream, Upstream and Network Log sections and copy & paste the figures from those screens and post them here, don't worry about the formatting or you can post screenshots if that is easier. Be careful to edit out or obscure any reference to your WAN IP in the log to protect your privacy.

The community can have a look for you and see if anything in the figures looks wrong and advise accordingly. Or you can wait for the VM staff to pick up this thread (can take up to a week) and run checks on your line.

______________________
Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.

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Forum Team (Retired) Adam_L
Forum Team (Retired)
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Re: Internet disconnecting

Hi Callumconnor98, 

Thanks for the post! I am terribly sorry to hear about your intermittent issues, I apologise for any inconvenience caused.

I have tested your connection from here and I can see that everything looks great! No errors or time outs inside the logs and all of the power levels are within the preferred ranges.

Are you still having these issues? If so, how are you connected wired or wireless?

When the connection drops, what does the Hubs light sequence indicate?

Could you please include a recent copy of your Hubs logs in your response for me to compare with the data we have here. You can find these by opening your internet browser and typing 192.168.0.1 into the address bar, before logging in, it will say 'Router Status' click there and all the information needed is inside.

Take care, 

Thanks, 

Adam.


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