Any Superhub Experts - laggy connection?

Question

Hi. VM250 customer - have Superhub 5 connected to a Deco Mesh Network. I seem to be having an increasing number of "laggy" connections where the connection just pauses randomly for a few moments and then connects again. But it's very frustrating as it seems to be happening more and more. Have power cycled the Superhub and the Decos - note that the Superhub has Wifi turned off to ensure there aren't too many conflicting wifi signals.

The network logs show what look to be a huge amount of "US profile assignment change" errors and the Upstream page itself is showing a QAM modulation of 32 which I think from a bit of googling isn't right.

Copying and pasting the logs below - can anyone confirm if this is normal or I need an engineer to help (i would so rather try and resolve remotely and avoid having to arrange an engineer but feeling i have no choice?)

Network Log

Time

Priority Description

31-12-2025 16:43:03 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 16:16:58 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 16:16:58 critical 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 16:16:52 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 14:48:26 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 14:43:23 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 10:12:28 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 10:07:25 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 09:26:24 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 09:21:21 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 08:19:59 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 08:14:56 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 08:11:25 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 08:06:22 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:55:23 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:50:20 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:40:35 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:35:32 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:28:27 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:23:25 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:15:54 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:10:51 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:09:14 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:04:09 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 07:01:56 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 06:56:53 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 06:56:28 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 06:51:25 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 06:50:17 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 06:45:14 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 06:38:15 notice US profile assignment change. US Chan ID: 7; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

31-12-2025 06:33:12 notice US profile assignment change. US Chan ID: 7; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:bc:c3:8b;CMTS-MAC=00:01:5c:86:ac:6a;CM-QOS=1.1;CM-VER=3.1;

Status

Cable Modem Status

Item Status Type

Cable Modem Status Online DOCSIS 3.0

Primary downstream channel Locked SC-QAM

Channel Overview Downstream Upstream

DOCSIS 3.0 channels 31 5

DOCSIS 3.1 channels 1 1

Upstream

3.0 Upstream channels

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

0 49600000 43 5120 QAM 32 1

1 43100000 43 5120 QAM 32 2

2 36600000 42.8 5120 QAM 32 3

3 30100000 42.8 5120 QAM 32 4

4 23600000 42.5 5120 QAM 32 5

3.0 Upstream 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 4 0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

7 10.4 38.2 2K QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

7

OFDMA 208 74000000 6 0

Downstream

3.0 Downstream channels

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

1 179000000 13.7 43 QAM 256 6

2 139000000 14.1 43 QAM 256 1

3 147000000 14 43 QAM 256 2

4 155000000 14.1 42 QAM 256 3

5 163000000 14 43 QAM 256 4

6 171000000 13.9 43 QAM 256 5

7 187000000 13.9 43 QAM 256 7

8 195000000 14.2 43 QAM 256 8

9 203000000 14.2 43 QAM 256 9

10 211000000 14.1 43 QAM 256 10

11 219000000 13.9 43 QAM 256 11

12 227000000 13.8 43 QAM 256 12

13 235000000 13.8 43 QAM 256 13

14 243000000 13.7 43 QAM 256 14

15 251000000 13.4 43 QAM 256 15

16 259000000 13.3 43 QAM 256 16

17 267000000 13.4 43 QAM 256 17

18 275000000 13.5 43 QAM 256 18

19 283000000 13.3 43 QAM 256 19

20 299000000 12.8 43 QAM 256 21

21 307000000 12.7 43 QAM 256 22

22 315000000 12.9 43 QAM 256 23

23 323000000 12.7 43 QAM 256 24

24 331000000 12.4 43 QAM 256 25

25 339000000 12.3 43 QAM 256 26

26 347000000 12.3 43 QAM 256 27

27 355000000 12.5 43 QAM 256 28

28 363000000 12.6 43 QAM 256 29

29 371000000 12.3 43 QAM 256 30

30 379000000 12.3 43 QAM 256 31

31 387000000 12.6 43 QAM 256 32

3.0 Downstream channels

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

1 Locked 43 179 13

2 Locked 43 381 22

3 Locked 43 675 47

4 Locked 42 445 22

5 Locked 43 252 22

6 Locked 43 234 0

7 Locked 43 98 1

8 Locked 43 12 0

9 Locked 43 1 0

10 Locked 43 7 0

11 Locked 43 14 0

12 Locked 43 0 0

13 Locked 43 0 0

14 Locked 43 2 0

15 Locked 43 2 0

16 Locked 43 378 15

17 Locked 43 145 1

18 Locked 43 1 0

19 Locked 43 2 0

20 Locked 43 8 0

21 Locked 43 8 0

22 Locked 43 11 0

23 Locked 43 13 0

24 Locked 43 10 0

25 Locked 43 15 0

26 Locked 43 19 0

27 Locked 43 9 0

28 Locked 43 10 0

29 Locked 43 15 0

30 Locked 43 45 0

31 Locked 43 8 0

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

33 94 4K 1840 QAM 4096 1108

3.1 Downstream channels

Channel ID

Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)

33 Locked 0 10.6 411969756 0

General Configuration

Network access Allowed

Maximum Number of CPEs 1

Baseline Privacy Enabled

DOCSIS Mode 3.1

Config file cmreg-vmdg660-bbt060-b.cm

Primary Downstream Service Flow

SFID 215794

Max Traffic Rate 287500061 bps

Max Traffic Burst 42600bytes

Min Traffic Rate 0 bps

Primary Upstream Service Flow

SFID 215793

Max Traffic Rate 27500061 bps

Max Traffic Burst 42600bytes

Min Traffic Rate 0 bps

Max Concatenated Burst 42600bytes

Scheduling Type Best Effort

Thanks in advance

Tudor · Answer

Downstream power levels are way too high, you need a technician’s visit unless there is an area fault.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web service status page, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

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Any Superhub Experts - laggy connection?

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