Forum Discussion

Oconnell123's avatar
Oconnell123
Joining in
11 months ago

Hub 5 constantly drops out in modem mode

We had a hub 5 installed a few months gonas the old hub 4 constantly kept failing.  However just lately we are having excessive dropouts all day and night. 

we have it in modem mode as have some devices that won't work as they need 2.4.ghz we have a nighthawk router which we had with the hub 4 and now the hub 5. 

recently we notice that we are connected to the WiFi however there is no internet access and so many of our internet based devices in the house are losing connections.

on some devices it is happening 6 hourly to the second all day every day and some devices like the iPad and phones they regularly drop out all day and night every day.  We've rebooted the hub and our router numerous times it helps for about an hour then it starts again.

ive logged into the hub 5 in modem mode and downloaded the logs but it's all gibberish to me but the words critical make me feel we have some major issues going on here.

can anyone enlighten me or help me please before I throw the blasted hub out the window !!!

Cable Modem Status

Refresh data

Network Log

Time Priority Description
22-04-2024 21:35:17noticeGUI Login Status - Login Success from LAN interface
22-04-2024 21:34:25noticeGUI Login Status - Login Fail from LAN interface
22-04-2024 14:57:41warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:41warningDBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:41noticeUS 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;
22-04-2024 14:57:41warningDynamic Range Window violation
22-04-2024 14:57:37noticeREGISTRATION COMPLETE - Waiting for Operational status
22-04-2024 14:57:37criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:37warningTCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningDynamic Range Window violation
22-04-2024 14:57:27warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningREG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningDynamic Range Window violation
22-04-2024 14:57:27warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningDynamic Range Window violation
22-04-2024 14:57:27warningRNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:27warningDynamic Range Window violation
22-04-2024 14:57:21noticeDS 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;
22-04-2024 14:57:18noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:15warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:57:13noticeHonoring MDD; IP provisioning mode = IPv4
22-04-2024 14:57:01criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:56:55criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
22-04-2024 14:56:55criticalCable Modem Reboot because of - HW or Power-On Reset
21-04-2024 08:11:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2024 08:11:13criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
21-04-2024 08:11:12criticalCable Modem Reboot because of - HW or Power-On Reset
14-04-2024 12:50:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2024 12:50:45criticalUnicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2024 12:50:39criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
14-04-2024 12:50:38criticalCable Modem Reboot because of - HW or Power-On Reset
04-03-2024 08:31:30critical16 consecutive T3 timeouts while trying to range on upstream channel 4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
04-03-2024 08:31:30criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3
    • Oconnell123's avatar
      Oconnell123
      Joining in
      11 months ago

      We have a netgear nighthawk as the router as the virgin media hubs we had previously (4) could never supply anywhere near the 1 gig. On lan and the wireless signal was rubbish everywhere.   The cables are all new as virgin media only installed the hub 5 6 months ago and wired it all up to my netgear and put the hub in modem mode for me  and he replaced the cables that the old hub had with new ones

    • Oconnell123's avatar
      Oconnell123
      Joining in
      11 months ago

      Here is the downstream

      Refresh data

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      15710000000.440QAM 25621
      24110000000.140QAM 2561
      34190000000.340QAM 2562
      44270000000.340QAM 2563
      54350000000.440QAM 2564
      6443000000040QAM 2565
      74510000000.240QAM 2566
      84590000000.440QAM 2567
      94670000000.540QAM 2568
      104750000000.540QAM 2569
      114830000000.540QAM 25610
      124910000000.540QAM 25611
      134990000000.440QAM 25612
      145070000000.240QAM 25613
      155150000000.340QAM 25614
      165230000000.340QAM 25615
      175310000000.340QAM 25616
      185390000000.340QAM 25617
      195470000000.440QAM 25618
      205550000000.340QAM 25619
      215630000000.440QAM 25620
      225790000000.440QAM 25622
      235870000000.340QAM 25623
      245950000000.240QAM 25624
      256030000000.140QAM 25625
      266270000000.440QAM 25628
      276350000000.740QAM 25629
      28659000000-1.140QAM 25632
      29667000000-1.439QAM 25633
      30675000000-1.539QAM 25634
      31683000000-1.739QAM 25635
      32691000000-1.939QAM 25636

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked4012610
      2Locked403250
      3Locked404480
      4Locked404810
      5Locked407200
      6Locked404130
      7Locked404680
      8Locked404340
      9Locked404850
      10Locked406340
      11Locked406070
      12Locked408230
      13Locked409060
      14Locked4011180
      15Locked4010380
      16Locked4010860
      17Locked4010980
      18Locked4010710
      19Locked4012080
      20Locked4014000
      21Locked4013120
      22Locked4012890
      23Locked4012840
      24Locked4014660
      25Locked4015850
      26Locked4029980
      27Locked4040020
      28Locked4040910
      29Locked3948900
      30Locked3956640
      31Locked3951620
      32Locked3952760

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      159944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      159Locked40-2.67476523470
  • Oconnell123's avatar
    Oconnell123
    Joining in
    11 months ago

    Here are the upstream

    Refresh data

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    049600000495120QAM 641
    143100000495120QAM 642
    23660000048.85120QAM 643
    330100000495120QAM 644
    42360000049.55120QAM 645

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0100
    1ATDMA0100
    2ATDMA0120
    3ATDMA0100
    4ATDMA0100

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    61043.02KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    6OFDMA2007400000000
  • Oconnell123's avatar
    Oconnell123
    Joining in
    11 months ago

    I have swapped out the eathernet cable from the hub5 to the netgear night hawk and run speed tests and set up a monitor on think broadband so will let it run for a few hours and see what happens thanks

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

    Power levels look in spec, however there are T2 and T3 timeouts.  Keep an eye on those and see if they build up.  Once your BQM has populated that may show something.  Not convinced by the log either, seems too many sync errors.

    • Oconnell123's avatar
      Oconnell123
      Joining in
      11 months ago

      I set the bqm up at 8am and I just looked at it and it is solid red to 100% of dropped packets not sure what the t2 and 3 you mention are I'm a bit of a tech no hoper I'm afraid

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

        You need to go to the Netgear firewall or WAN setup and allow responses to ping from the internet.  If this is not set the BQM will remain all red.

  • Oconnell123's avatar
    Oconnell123
    Joining in
    11 months ago

    I've put the hub 5 back in router mode so I can access the firewall and I have switched it off, my nighthawk doesn't have a firewall.  The  packets dropping is still at 100% so I think I will just call vm tomorrow as I don't have a clue what I'm doing when it gets all technical like this I just know my internet drops out every hour and some of my smart devices can't communicate with my phone apps due to be blocked on the internet

    • Carley_S's avatar
      Carley_S
      Forum Team
      11 months ago

      Hi Oconnell123 

      Welcome back to the community forums

      Sorry to hear of your issues with your broadband service at this time. 

      We have checked the systems at our side and cannot see any issues in the area or with the hub itself. We aren't able to run the full checks when the router is in modem mode. 

       

      If you have been able to get your BQM up and running, please do share your live link and we'll investigate further at our side. 

  • legacy1's avatar
    legacy1
    Alessandro Volta
    11 months ago

    "I've put the hub 5 back in router mode so I can access the firewall and I have switched it off, my nighthawk doesn't have a firewall."

    The hub does not have a firewall too just because its got the words firewall for a check box dose not make it a firewall. A firewall and NAT and VM saying firewall is a lie the router mode does NAT same as your nighthawk routers have option to allow to ping do device on the WAN its wording for this setting is different per router you just need to look for it.  

    How do I view the WAN settings on my Nighthawk router? - NETGEAR Support

    Respond to Ping on Internet Port