Forum Discussion

andresurena's avatar
andresurena
Tuning in
26 days ago

Hub 5 Critical Issues & Internet Dropping 1x Day

Hi there! I recently upgraded to a 1GBps plan and changed my Hub 3 to a Hub 5. I’ve found that my Internet drops about once or twice a day. I thought it might go away but just logged into my Hub 5 and seen a bunch of errors. This tied to my Internet dropping definitively seems to signal an issue. Here are the logs:

 

 

 

 

Hub 5
Hub 5 Critical Issues
Hub5
  • Tudor's avatar
    Tudor
    Very Insightful Person
    26 days ago

    Please post full stats and do NOT post photos, they need to be authorised and are very hard to read. 

    How to get stats from a VM hub (no need to logon to the hub)

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.
    • andresurena's avatar
      andresurena
      Tuning in
      25 days ago

      Thanks! Here you go.

      DOWNSTREAM

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000008.641QAM 25625
      21390000009.441QAM 2561
      31470000009.241QAM 2562
      41550000009.141QAM 2563
      5163000000941QAM 2564
      6171000000941QAM 2565
      71790000009.141QAM 2566
      81870000008.941QAM 2567
      91950000009.341QAM 2568
      102030000009.241QAM 2569
      112110000009.441QAM 25610
      122190000009.441QAM 25611
      132270000009.341QAM 25612
      142350000009.541QAM 25613
      15243000000941QAM 25614
      162510000008.841QAM 25615
      172590000008.941QAM 25616
      182670000008.941QAM 25617
      192750000008.941QAM 25618
      202830000008.641QAM 25619
      212910000008.941QAM 25620
      22299000000941QAM 25621
      233070000008.741QAM 25622
      243150000008.641QAM 25623
      253230000008.441QAM 25624
      263390000008.241QAM 25626
      27347000000841QAM 25627
      283550000008.241QAM 25628
      293630000007.941QAM 25629
      303710000008.141QAM 25630
      313790000007.741QAM 25631
      323870000007.741QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked4110
      2Locked41139866871
      3Locked41111603559
      4Locked4149345115
      5Locked412862570
      6Locked411877257
      7Locked41172822
      8Locked415030
      9Locked4180
      10Locked41100
      11Locked4190
      12Locked4150
      13Locked4160
      14Locked4190
      15Locked4160
      16Locked4150
      17Locked4150
      18Locked4130
      19Locked4120
      20Locked4120
      21Locked4130
      22Locked4130
      23Locked4130
      24Locked4140
      25Locked4140
      26Locked4150
      27Locked4110
      28Locked4100
      29Locked4140
      30Locked4120
      31Locked4110
      32Locked4110

      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)
      159Locked425.72366028123

      0

       

      UPSTREAM

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      04960000045.55120QAM 641
      143100000455120QAM 642
      23660000044.55120QAM 643
      33010000044.85120QAM 644
      423600000445120QAM 645

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA00130

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      61039.22KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      6OFDMA2007400000050

       NETWORK

      Network Log

      Time Priority Description
      31-12-2024 20:29:57noticeGUI Login Status - Login Success from LAN interface
      31-12-2024 20:29:34noticeGUI Login Status - Login Fail from LAN interface
      31-12-2024 02:30:50criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      30-12-2024 16:44:44errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      30-12-2024 07:17:38noticeUS 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;
      30-12-2024 07:17:38warningDBC-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;
      30-12-2024 07:07:35warningDBC-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;
      30-12-2024 07:07:34noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      30-12-2024 02:51:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      30-12-2024 02:31:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 17:06:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 17:06:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 17:06:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 17:06:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 12:39:00noticeUS 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;
      29-12-2024 12:39:00warningDBC-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;
      29-12-2024 12:38:55noticeREGISTRATION COMPLETE - Waiting for Operational status
      29-12-2024 12:38:49warningREG-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;
      29-12-2024 12:38:44noticeDS 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;
      29-12-2024 12:38:40noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 12:38:37warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 12:38:35noticeHonoring MDD; IP provisioning mode = IPv4
      29-12-2024 12:38:29criticalCable Modem Reboot because of - HW or Power-On Reset
      29-12-2024 12:38:29criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 01:11:45criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 01:11:43criticalCable Modem Reboot because of - HW or Power-On Reset
      25-12-2024 02:59:53critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-12-2024 02:59:53criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-12-2024 02:39:15criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-12-2024 02:38:09criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-12-2024 01:11:47criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-12-2024 01:11:44criticalCable Modem Reboot because of - HW or Power-On Reset
      15-12-2024 01:11:47criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-12-2024 01:11:44critical
    • andresurena's avatar
      andresurena
      Tuning in
      25 days ago

      Thanks! Here is the info you've requested:

      Downstream

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      13310000008.641QAM 25625
      21390000009.441QAM 2561
      31470000009.241QAM 2562
      41550000009.141QAM 2563
      5163000000941QAM 2564
      6171000000941QAM 2565
      71790000009.141QAM 2566
      81870000008.941QAM 2567
      91950000009.341QAM 2568
      102030000009.341QAM 2569
      112110000009.441QAM 25610
      122190000009.541QAM 25611
      132270000009.341QAM 25612
      142350000009.641QAM 25613
      152430000009.141QAM 25614
      162510000008.941QAM 25615
      17259000000941QAM 25616
      182670000008.941QAM 25617
      19275000000941QAM 25618
      202830000008.641QAM 25619
      21291000000941QAM 25620
      222990000009.141QAM 25621
      233070000008.841QAM 25622
      243150000008.741QAM 25623
      253230000008.441QAM 25624
      263390000008.241QAM 25626
      273470000008.141QAM 25627
      283550000008.341QAM 25628
      293630000007.941QAM 25629
      303710000008.141QAM 25630
      313790000007.741QAM 25631
      323870000007.841QAM 25632

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked4110
      2Locked41140852871
      3Locked41112170559
      4Locked4149467115
      5Locked412868470
      6Locked411878757
      7Locked41172872
      8Locked415030
      9Locked4180
      10Locked41100
      11Locked4190
      12Locked4150
      13Locked4160
      14Locked4190
      15Locked4160
      16Locked4150
      17Locked4150
      18Locked4130
      19Locked4120
      20Locked4120
      21Locked4130
      22Locked4130
      23Locked4130
      24Locked4140
      25Locked4140
      26Locked4150
      27Locked4110
      28Locked4100
      29Locked4140
      30Locked4120
      31Locked4110
      32Locked4110

      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)
      159Locked425.927289950320

      Upstream

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      04960000045.55120QAM 641
      14310000045.55120QAM 642
      23660000044.55120QAM 643
      33010000044.85120QAM 644
      423600000445120QAM 645

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0000
      1ATDMA0000
      2ATDMA0000
      3ATDMA0000
      4ATDMA00130

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      61039.22KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      6OFDMA2007400000050

      Logs

      Network Log

      Time Priority Description
      01-01-2025 16:51:52noticeGUI Login Status - Login Success from LAN interface
      31-12-2024 20:29:57noticeGUI Login Status - Login Success from LAN interface
      31-12-2024 20:29:34noticeGUI Login Status - Login Fail from LAN interface
      31-12-2024 02:30:50criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      30-12-2024 16:44:44errorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      30-12-2024 07:17:38noticeUS 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;
      30-12-2024 07:17:38warningDBC-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;
      30-12-2024 07:07:35warningDBC-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;
      30-12-2024 07:07:34noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      30-12-2024 02:51:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      30-12-2024 02:31:47criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 17:06:55criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 17:06:55criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 17:06:51criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 17:06:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 12:39:00warningDBC-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;
      29-12-2024 12:39:00noticeUS 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;
      29-12-2024 12:38:55noticeREGISTRATION COMPLETE - Waiting for Operational status
      29-12-2024 12:38:49warningREG-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;
      29-12-2024 12:38:44noticeDS 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;
      29-12-2024 12:38:40noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 12:38:37warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 12:38:35noticeHonoring MDD; IP provisioning mode = IPv4
      29-12-2024 12:38:29criticalCable Modem Reboot because of - HW or Power-On Reset
      29-12-2024 12:38:29criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 01:11:45criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      29-12-2024 01:11:43criticalCable Modem Reboot because of - HW or Power-On Reset
      25-12-2024 02:59:53critical16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-12-2024 02:59:53criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      25-12-2024 02:39:15criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      23-12-2024 02:38:09criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-12-2024 01:11:47criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      22-12-2024 01:11:44criticalCable Modem Reboot because of - HW or Power-On Reset
      15-12-2024 01:11:47criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
      15-12-2024 01:11:44criticalCable Modem Reboot because of - HW or Power-On Reset
      • Steven_L's avatar
        Steven_L
        Forum Team
        23 days ago

        Hello andresurena,

        Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection. I have looked into this and can some issues with downstream power levels that will need an engineer to resolve. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
        Kind Regards,
        Steven_L

  • Steven_L's avatar
    Steven_L
    Forum Team
    19 days ago

    Thats been booked in for you now at the agreed time. Please let us know how the visit goes and also if you have any further issues don't hesitate to get in touch with us here.

    Kind Regards,

    Steven_L