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Message 1 of 4
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Internet drops out every hour

Since yesterday, my broadband Internet has been dropping out once an hour. Everything is working and then suddenly there's no Internet connection. If I look at the lights on the Super Hub the 'arrows' are flashing green, and the check mark is also flashing. After a minute or so the lights stabilise and the Internet comes back on, but surely it shouldn't be doing this regularly?

The router log is full of the following messages:
No Ranging Response received - T3 time-out
DHCP RENEW sent - No response for IPv4

I've tried all the usual things like restarting the router and making sure everything is plugged in correctly. Is there an area fault? Are my power levels incorrect?

Downstream power levels are between 1.09 and 0.24.
Upstream power level is 53.25 for both channels.

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Message 2 of 4
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Re: Internet drops out every hour

The maximum recommended upstream power level is 51, so yours are too high and I would say that is the most likely reason for the disconnects.

In order to get the upstream power levels brought down requires an engineer visit.  You can call VM and try to book a visit or wait for the VM staff to get to this thread and they can help you book a visit.


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
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Message 3 of 4
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Re: Internet drops out every hour

Hi Tom41, 

Thanks for the post! I am sorry to hear that you've been having troubles with internet drops every hour, I apologise for any troubles incurred.

I have tested things from here and I can see that your upstream power levels are too high and in order to resolve things for you an engineer will need to attend in order to resolve this for you.

I will send you a PM (Purple envelope at the top) detailing what's required to proceed with making the booking. Please respond to me there and I'll ensure this all gets booked and secured for you.

Take care,



Tech fan? Have you read our Digital life blog yet? Check it out

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Message 4 of 4
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Re: Internet drops out every hour

Did this get resolved?
I'm having a similar problem
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