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SimonRC's avatar
SimonRC
Tuning in
2 years ago

Broadband drops out daily

Hi all. 

Trying to get the ball rolling on solving this issue. For several weeks now, our broadband drops out at least once a day at random times. 

Turning the Hub5 on and off again usually solves the problem as long as it’s powered off for more than a few seconds, but it’s getting annoying now. 

I’ll try and pre-empt as many questions as possible -  any suggestions welcome. 

  • Numerous factory resets of the hub haven’t helped. 
  • Devices with a wired connection to hub also lose connection.
  • No obvious loose connections.
  • Virgin TV unaffected.
  • Wi-Fi signal is fine throughout the home.
  • No known issues in local area.
  • Light on hub remains solid white when connection is lost.

Many thanks guys 

24 Replies

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  • SimonRC's avatar
    SimonRC
    Tuning in
    2 years ago

    Hi Beth

    The technician replaced the Hub, and adjusted some levels, but nothing has changed. Here are the latest stats:

  • SimonRC's avatar
    SimonRC
    Tuning in
    2 years ago

    Network Log

    Time Priority Description
    18-05-2024 15:00:37noticeGUI Login Status - Login Success from LAN interface
    18-05-2024 09:58:06noticeREGISTRATION COMPLETE - Waiting for Operational status
    18-05-2024 09:58:02noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-05-2024 09:57:57noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-05-2024 09:57:49warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-05-2024 09:57:47noticeHonoring MDD; IP provisioning mode = IPv4
    18-05-2024 09:57:34criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    18-05-2024 09:57:33criticalCable Modem Reboot because of - HW or Power-On Reset
    17-05-2024 07:43:47criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-05-2024 07:43:46criticalCable Modem Reboot because of - kernel-panic
    17-05-2024 07:35:27criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-05-2024 07:35:07criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-05-2024 07:35:06criticalCable Modem Reboot because of - HW or Power-On Reset
    17-05-2024 06:00:42criticalCable Modem Reboot because of - Peer_down
    17-05-2024 06:00:42criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-05-2024 00:38:49criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-05-2024 00:38:48criticalCable Modem Reboot because of - kernel-panic
    17-05-2024 00:30:27criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    17-05-2024 00:30:27criticalCable Modem Reboot because of - Peer_down
    15-05-2024 16:18:12criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-05-2024 16:18:11criticalCable Modem Reboot because of - HW or Power-On Reset
    15-05-2024 16:07:45criticalSYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-05-2024 16:07:30criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    15-05-2024 16:07:30criticalCable Modem Reboot because of - HW or Power-On Reset
    14-05-2024 16:49:21criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-05-2024 16:36:08criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-05-2024 16:36:07criticalCable Modem Reboot because of - Software_Upgrade
    14-05-2024 16:30:36criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-05-2024 16:28:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    14-05-2024 16:28:05criticalCable Modem Reboot due to power button reset
    07-02-2024 18:47:20criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    07-02-2024 18:47:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • SimonRC's avatar
    SimonRC
    Tuning in
    2 years ago

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13300000005.238QAM 25625
    2194000000439QAM 2568
    32020000004.139QAM 2569
    42100000004.639QAM 25610
    52180000004.639QAM 25611
    62260000004.539QAM 25612
    72340000004.839QAM 25613
    82420000004.939QAM 25614
    92500000004.939QAM 25615
    102580000005.139QAM 25616
    112660000005.239QAM 25617
    122740000005.239QAM 25618
    132820000005.138QAM 25619
    142900000005.138QAM 25620
    152980000005.138QAM 25621
    163060000005.239QAM 25622
    173140000005.438QAM 25623
    183220000005.338QAM 25624
    193380000005.438QAM 25626
    203460000005.638QAM 25627
    213540000005.738QAM 25628
    223620000005.838QAM 25629
    233700000005.838QAM 25630
    24378000000638QAM 25631
    253860000006.138QAM 25632
    263940000006.138QAM 25633
    274020000006.538QAM 25634
    284100000006.438QAM 25635
    294180000006.438QAM 25636
    305220000007.438QAM 25637
    315300000007.938QAM 25638

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked381286260
    2Locked39257370
    3Locked39270410
    4Locked39305710
    5Locked39353460
    6Locked39407930
    7Locked39393260
    8Locked39426480
    9Locked39451380
    10Locked39485970
    11Locked39457210
    12Locked39531940
    13Locked38619300
    14Locked38825820
    15Locked38889190
    16Locked39922810
    17Locked38988720
    18Locked381108560
    19Locked381304010
    20Locked381317530
    21Locked381294200
    22Locked381348920
    23Locked381516370
    24Locked381891320
    25Locked381669210
    26Locked381643100
    27Locked381484480
    28Locked381616910
    29Locked381719710
    30Locked382565490
    31Locked382537680

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    39924K1800QAM 40961128

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    39Locked386.32703520151
  • SimonRC's avatar
    SimonRC
    Tuning in
    2 years ago

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    049600000425120QAM 641
    14310000042.35120QAM 642
    23660000042.35120QAM 643
    33010000042.55120QAM 644
    42360000042.35120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    610.436.52KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2087400000000
    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey SimonRC,

      Thanks for reaching back out, sorry that the issue is still the same, can you confirm if this is still the case or has it improved since then?

      Joe

      • SimonRC's avatar
        SimonRC
        Tuning in
        2 years ago

        Hi Joe

        It's still happening unfortunately.

        Simon

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    2 years ago

    The “Kernel panic” refers to the Linux system that drives the Hub 5.  It occurs when a critical process fails that cannot auto-resolve.  This could either be bad firmware/software that tries to address out of range memory (e.g.) or it is a hardware fault where (e.g.) a hardware port between main CPU and an auxiliary processor is misbehaving or receives an invalid address point to the target.  Sort of thing.

    All your stats, apart from the reboot messages are nominal  So the circuit appears to be fine and it’s purely down to the Hub 5.  Perhaps ask for a Hub 4!  Actually a serious suggestion.