Forum Discussion

tt1234's avatar
tt1234
Settling in
2 months ago

Hub 5 - Deco X20 Issues

Hi folks, having some issues with my network setup at home wondering if anyone has any advice or suggestions.

So about a year upgraded broadband package and got sent out the hub 5, was previously on super hub 2 which was very stable and reliable. Got the hub 5 installed and it was rubbish with internet connection constantly dropping. Had a couple of engineers out, they couldn't find any solutions so did a bit of research and found the deco X20. Set it up, hub 5 in modem mode, main deco in router mode and 2 other units placed in other parts of the house. Worked fantastic, very stable and full coverage all over the house, even got around to wiring up the second deco via ethernet for even better signal.

Fast forward a few months ago, having nothing but issues, deco gets the red light, connected no internet then get the flashing red light on hub. Hub comes back to green, sometimes deco comes back itself sometimes it doesn't and needs a reboot. Had 2 engineers first one mentioned some kind of power issue causing the hub 5 to reboot all the time and the apparent solution was tweaking the cable which goes into the hub. After that was sent a new modem, same issues after setup with decos, second engineer couldn't find any faults but I wasn't at home at the time to ask him any questions, when I did get back, I found the hub had been reset and back to its default WiFi mode, no idea why he did that.

So the last time I spoke to customer service they mentioned ruling out an issue with my router setup, I was skeptical because the hub was showing flashing red lights so I assumed it was an issue with isp connection. However I gave it a shot, removed all the decos, reset the hub 5 and it's now running in WiFi mode with a stable connection over the last few days.

The issue is the dead spots around the house, which the decos were the perfect solution for.

Any ideas on why the decos are suddenly the issue, I've reset them various time, upgraded the firmware, set up auto reboot for early hours, even changed them to ap mode with the hub in normal WiFi mode but no luck.

It seems like the deco setup is causing some interference with the internet connection causing the hub to crash as well.

Any suggestions would be appreciated, apologies for the long read just wanted to give full context.

Broadband
Deco
Hub5
Internet

11 Replies

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 months ago

    decos are faulty

    Its better to get a router then a mesh

    • tt1234's avatar
      tt1234
      Settling in
      2 months ago

      Just curious, isn't the mesh plugged into the modem essentially a router. Before these random issues a few weeks ago the deco units worked great, I'm aware that there are mixed reviews for them.

      I don't believe they are the culprit as the hub 5 in router mode without the decos is now playing up so requested another engineer visit😞

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    I can’t imagine the at the Decos are causing a problem.  Post the power levels and network log from the Hub.  I would also recommend going back to Modem mode.

    • tt1234's avatar
      tt1234
      Settling in
      2 months ago

      Yh think I agree with you, having issues now with hub in WiFi mode, decos are all disconnected. Had to reboot because I had connected no internet again. The advisor just got it in my head that the deco could be causing an issue which was causing the hub to flash red 

      I've just got off a call with VM and they are sending an engineer out to do a full check of the outside cabling etc so hopefully they find the issue, bit poor if they do and took them 3 visits to diagnose.

    • tt1234's avatar
      tt1234
      Settling in
      2 months ago

      Back in modem mode, keeps dropping off again, below are the logs, any insights? Thank you.

      TimePriorityDescription
      29-06-2025 15:46:52noticeGUI Login Status - Login Success from LAN interface
      29-06-2025 15:12:23noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 15:10:38noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 15:00:04warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 15:00:03noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: 1 2 3; New Profile: 1.;CM-CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 15:00:03criticalSYNC Timing Synchronization failure - Loss of Sync;CM-M-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:49:21noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM--QOS=1.1;CM-VER=3.1;
      29-06-2025 14:49:07noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:49:07warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:49:00noticeREGISTRATION COMPLETE - Waiting for Operational status
      29-06-2025 14:48:53warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:48:53warningDynamic Range Window violation
      29-06-2025 14:48:53warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:48:53warningDynamic Range Window violation
      29-06-2025 14:48:53warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-;CMTS-;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:48:53warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:48:53warningDynamic Range Window violation
      29-06-2025 14:48:48noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:48:45noticeTLV-11 - unrecognized OID;CM-MAC;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:48:42warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:48:40noticeHonoring MDD; IP provisioning mode = IPv4
      29-06-2025 14:48:30criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:48:30criticalCable Modem Reboot because of - HW or Power-On Reset
      29-06-2025 14:44:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:42:43criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:42:12criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:42:11criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:42:10criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:42:09criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:42:08criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:42:07criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:42:06criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
      29-06-2025 14:42:05criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=CM-QOS=1.1;CM-VER=3.1;

      [Mod - MACS removed for security]

      • newapollo's avatar
        newapollo
        Very Insightful Person
        2 months ago

        Rather than just posting the  it would perhaps be more beneficial to copy paste (don't screenshot)  the information from the Downstream and  Upstream tabs.   The forum guru's can then interpret the power levels and advise further. You could also set up a quality monitor (BQM) on   /thinkbroadband.com/broadband/monitoring/quality