Hub 5 dropping out - Logs attached

Question

I like others are having issues with my internet.
It keeps dropping out for a few minutes or so. When I had a Hub 3 it was pretty stable, but the WiFI was useless. I paid to upgrade to a Hub 5 and decided to stay with VM (oh how I wish I hadn't).
Anyway despite VM being aware of the issue and I have now complained to the resolution team as well, here are my logs from this evening.
imePriorityDescription27-08-2025 19:21:41noticeGUI Login Status - Login Success from LAN interface27-08-2025 19:04:24noticeREGISTRATION COMPLETE - Waiting for Operational status27-08-2025 19:04:19warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:04:19warningDynamic Range Window violation27-08-2025 19:04:19warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:04:13criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:04:13noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:04:11noticeTLV-11 - unrecognized OID;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:04:04warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:04:02noticeHonoring MDD; IP provisioning mode = IPv427-08-2025 19:03:52warningToD request sent - No Response received;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:03:51criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:01:56criticalNo Ranging Response received - T3 time-out;CM-MAC=64:7b:1e:91:22:40;CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:01:55criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:01:54noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:01:50criticalNo Ranging Response received - T3 time-out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:01:50criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 19:01:34noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:59:38errorDBC-ACK not received;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:59:35noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:59:29noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:54:31noticeREGISTRATION COMPLETE - Waiting for Operational status27-08-2025 18:54:26warningRNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:54:19noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:54:18noticeTLV-11 - unrecognized OID;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:54:11warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:54:09noticeHonoring MDD; IP provisioning mode = IPv427-08-2025 18:53:59warningToD request sent - No Response received;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:53:58criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:53:58criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:53:57criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:53:57criticalNo Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:53:54criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;27-08-2025 18:53:39noticeGUI Login Status - Login Success from LAN interface27-08-2025 18:53:08noticeGUI Login Status - Login Fail from LAN interface

robolots · Answer

If anyone can shed any light on the logs, I would appreciate it.

Client62 · Answer

Share the figures from the Upstream / Downstream tabs of the Hub 5.Most stability issues are caused by issues with the signal levels or from noise ingress.

Tudor · Answer

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.

Nednats · Answer

Looking at your logs, the Hub5 isn’t just being “flaky WiFi” — the errors point to signal issues between your modem and Virgin’s network.

T3 / T4 timeouts → these happen when the modem sends ranging requests (basically “handshakes” with the street cabinet/CMTS) and doesn’t get proper responses back. That’s why you see “No Ranging Response” and “No Unicast Maintenance opportunities.” It usually means noise, poor SNR, or unstable upstream levels.
SYNC Timing Synchronization failure → the modem literally loses lock on the downstream, so your connection will drop until it re-syncs.
Dynamic Range Window violations / Power commanded out of range → the Hub is being told by the CMTS to adjust its transmit power, but it’s struggling to stay in spec. This again points to borderline line levels (could be at your tap, cabinet, or further up the line).
DHCP/ToD warnings → side-effects of the sync failures, not the root cause.

In short: the Hub5 isn’t inherently “bad” here — it’s exposing an underlying line signal issue that the Hub3’s DOCSIS 3.0 channels were more forgiving with. DOCSIS 3.1 runs on OFDM carriers, which need cleaner signal-to-noise margins, so you end up seeing all these dropouts.

What you can do:

When Virgin’s monitoring finishes, make sure they don’t just say “no fault.” Quote the T3/T4 timeout errors and SYNC loss back to them — these are hard evidence of instability.
Ask them to check your downstream SNR and upstream power from their end (or post the levels from your Hub’s status page). For stability: downstream should be between -6 to +6 dBmV, upstream ideally ~34–50 dBmV, and SNR >35 dB.
If they can’t fix it, push for an engineer visit. Sometimes it’s as simple as a bad connector in the cabinet or ingress noise on the local segment.

So yeah — not just “Hub5 is rubbish,” it’s that the stricter DOCSIS 3.1 modem is showing up faults that the old Hub3 let slide

Alex0110 · Answer

I've got the hub 5x but the logs have zero detail and no downstream tab, an idea where i can get more detail? tried logged in and not logged in as per your steps&nbsp;

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Hub 5 dropping out - Logs attached

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ime	Priority	Description
27-08-2025 19:21:41	notice	GUI Login Status - Login Success from LAN interface
27-08-2025 19:04:24	notice	REGISTRATION COMPLETE - Waiting for Operational status
27-08-2025 19:04:19	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:04:19	warning	Dynamic Range Window violation
27-08-2025 19:04:19	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:04:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:04:13	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:04:11	notice	TLV-11 - unrecognized OID;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:04:04	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:04:02	notice	Honoring MDD; IP provisioning mode = IPv4
27-08-2025 19:03:52	warning	ToD request sent - No Response received;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:03:51	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:01:56	critical	No Ranging Response received - T3 time-out;CM-MAC=64:7b:1e:91:22:40;CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:01:55	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:01:54	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:01:50	critical	No Ranging Response received - T3 time-out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:01:50	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 19:01:34	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:59:38	error	DBC-ACK not received;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:59:35	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:59:29	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:54:31	notice	REGISTRATION COMPLETE - Waiting for Operational status
27-08-2025 18:54:26	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:54:19	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:54:18	notice	TLV-11 - unrecognized OID;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:54:11	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:54:09	notice	Honoring MDD; IP provisioning mode = IPv4
27-08-2025 18:53:59	warning	ToD request sent - No Response received;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:53:58	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:53:58	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:53:57	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:53:57	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:53:54	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[MOD EDIT: Removed];CMTS-MAC=00:01:5c:a0:74:65;CM-QOS=1.1;CM-VER=3.1;
27-08-2025 18:53:39	notice	GUI Login Status - Login Success from LAN interface
27-08-2025 18:53:08	notice	GUI Login Status - Login Fail from LAN interface