Forum Discussion

mcraig31's avatar
mcraig31
Tuning in
25 days ago

Hub 5 needs reset constantly

The router needs reset 1/2 times a day as I get an "unable to reach default gateway" error and wifi and internet goes down. 


3.0 Downstream channels

Channel    Frequency (Hz)    Power (dBmV)    SNR (dB)    Modulation    Channel ID
1    331000000    0.6    39    QAM 256    25
2    139000000    6.8    40    QAM 256    1
3    147000000    6.3    41    QAM 256    2
4    155000000    5.8    41    QAM 256    3
5    163000000    5.3    40    QAM 256    4
6    171000000    4.7    40    QAM 256    5
7    179000000    4.3    40    QAM 256    6
8    187000000    3.9    40    QAM 256    7
9    195000000    3.7    40    QAM 256    8
10    203000000    3.3    40    QAM 256    9
11    211000000    3.1    40    QAM 256    10
12    219000000    2.8    40    QAM 256    11
13    227000000    2.6    40    QAM 256    12
14    235000000    2.4    40    QAM 256    13
15    243000000    2.3    40    QAM 256    14
16    251000000    2.3    40    QAM 256    15
17    259000000    2.1    40    QAM 256    16
18    267000000    2    40    QAM 256    17
19    275000000    1.9    40    QAM 256    18
20    283000000    2    40    QAM 256    19
21    291000000    2    40    QAM 256    20
22    299000000    2.1    41    QAM 256    21
23    307000000    2.2    40    QAM 256    22
24    315000000    1.9    40    QAM 256    23
25    323000000    1.2    40    QAM 256    24
26    339000000    0.3    39    QAM 256    26
27    347000000    0    40    QAM 256    27
28    355000000    0.4    40    QAM 256    28
29    363000000    0.6    40    QAM 256    29
30    371000000    -1    39    QAM 256    30
31    379000000    -1.3    39    QAM 256    31
32    387000000    -1.5    39    QAM 256    32
3.0 Downstream channels

Channel    Locked Status    RxMER (dB)    Pre RS Errors    Post RS Errors
1    Locked    39    0    0
2    Locked    40    0    0
3    Locked    41    0    0
4    Locked    41    0    0
5    Locked    40    0    0
6    Locked    40    0    0
7    Locked    40    0    0
8    Locked    40    0    0
9    Locked    40    0    0
10    Locked    40    0    0
11    Locked    40    0    0
12    Locked    40    0    0
13    Locked    40    0    0
14    Locked    40    0    0
15    Locked    40    0    0
16    Locked    40    0    0
17    Locked    40    0    0
18    Locked    40    0    0
19    Locked    40    0    0
20    Locked    40    0    0
21    Locked    40    0    0
22    Locked    41    0    0
23    Locked    40    0    0
24    Locked    40    0    0
25    Locked    40    0    0
26    Locked    39    0    0
27    Locked    40    0    0
28    Locked    40    0    0
29    Locked    40    0    0
30    Locked    39    0    0
31    Locked    39    0    0
32    Locked    39    0    0
3.1 Downstream channels

Channel    Channel Width (MHz)    FFT Type    Number of Active Subcarriers    Modulation (Active Profile)    First Active Subcarrier (Hz)
159    94    4K    1840    QAM 4096    1108
3.1 Downstream channels

Channel ID    Locked Status    RxMER Data (dB)    PLC Power (dBmV)    Corrected errors (Active Profile)    Uncorrectable errors (Active Profile)
159    Locked    41    -2.0    11704141    0

13 Replies

  • mcraig31's avatar
    mcraig31
    Tuning in
    25 days ago

    3.0 Upstream channels

    Channel    Frequency (Hz)    Power (dBmV)    Symbol Rate (ksps)    Modulation    Channel ID
    0    49600000    44    5120    QAM 64    1
    1    43100000    43.8    5120    QAM 64    2
    2    36600000    43.8    5120    QAM 64    3
    3    30100000    43.3    5120    QAM 64    4
    4    23600000    42.8    5120    QAM 64    5
    3.0 Upstream channels

    Channel    Channel Type    T1 Timeouts    T2 Timeouts    T3 Timeouts    T4 Timeouts
    0    ATDMA    0    0    1    0
    1    ATDMA    0    0    0    0
    2    ATDMA    0    0    0    0
    3    ATDMA    0    0    0    0
    4    ATDMA    0    0    0    0
    3.1 Upstream channels

    Channel    Channel Width (MHz)    Power (dBmV)    FFT Type    Modulation
    6    10    38.5    2K    QAM 256
    3.1 Upstream channels

    Channel    Channel Type    Number of Active Subcarriers    First Active Subcarrier (Hz)    T3 Timeouts    T4 Timeouts
    6    OFDMA    200    74000000    0    0

    Network Log

    Time    Priority    Description
    19-05-2025 18:24:09    notice    GUI Login Status - Login Success from LAN interface
    19-05-2025 18:22:50    notice    GUI Login Status - Login Success from LAN interface
    19-05-2025 18:22:36    notice    GUI Login Status - Login Success from LAN interface
    19-05-2025 18:22:06    notice    GUI Login Status - Login Success from LAN interface
    19-05-2025 17:21:54    notice    US 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;
    19-05-2025 17:21:54    warning    DBC-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;
    19-05-2025 17:21:31    notice    REGISTRATION COMPLETE - Waiting for Operational status
    19-05-2025 17:21:25    warning    Dynamic Range Window violation
    19-05-2025 17:21:25    warning    RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=b;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    19-05-2025 17:21:25    warning    Dynamic Range Window violation
    19-05-2025 17:21:25    warning    RNG-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;
    19-05-2025 17:21:25    warning    Dynamic Range Window violation
    19-05-2025 17:21:25    warning    RNG-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;
    19-05-2025 17:21:25    warning    REG-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;
    19-05-2025 17:21:25    warning    Dynamic Range Window violation
    19-05-2025 17:21:25    warning    RNG-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;
    19-05-2025 17:21:20    notice    DS 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;
    19-05-2025 17:21:19    notice    TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    19-05-2025 17:21:12    warning    DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
    19-05-2025 17:21:10    notice    Honoring MDD; IP provisioning mode = IPv4
    19-05-2025 17:21:01    critical    No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
    19-05-2025 17:20:54    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    19-05-2025 17:20:53    critical    Cable Modem Reboot because of - pin-reset

  • legacy1's avatar
    legacy1
    Alessandro Volta
    25 days ago

    The hub might not be liking some of your 3rd party devices which VM say they don't support your best option is to get a better router with 1Gb ports and put hub in modem mode.

  • Client62's avatar
    Client62
    Alessandro Volta
    24 days ago

    I assume "unable to reach default gateway"  comes from a laptop or PC suggesting the computer is unable to reach the Hub at 192.168.0.1 the Gateway IP. It reads like a connectivity problem on the inside of the house not between the VM Hub and the street cabinet.

    When using the 2.5Gb/s port of the Hub 5 make sure to have EEE Disabled.

    if using Wi-Fi make sure in the device manager the WI-Fi adaptor can not be powered off by Windows to save battery & in the process loose connectivity. 

    • mcraig31's avatar
      mcraig31
      Tuning in
      19 days ago

      Unfortunately, this happens with all devices. had this same issue 3 months ago and it came back. the issue is due to the power levels going over 6dBmV which causes the Virgin hub to cycle until this stabilises and this prevents any access to the router. 

    • mcraig31's avatar
      mcraig31
      Tuning in
      16 days ago

      This has always been disabled. Even if its Wifi or Ethernet this happens. Technician was out yesterday and apparently there is an issue at the exchange as there was some recent work done and the cable to mines was not upgraded/changed when it should have. Appointment for them has been booked for early June but still getting daily drops and requiring router to reset to get this working.

      8-05-2025 14:05:08    notice    CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 14:02:56    notice    CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 10:14:39    notice    CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=bb;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 10:14:14    notice    CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 10:12:17    notice    CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 09:58:27    notice    CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 09:56:34    notice    CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=bCMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 07:38:26    notice    GUI Login Status - Login Success from LAN interface
      28-05-2025 07:37:43    notice    GUI Login Status - Login Success from LAN interface
      28-05-2025 07:37:07    warning    DBC-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;
      28-05-2025 07:37:07    notice    US 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;
      28-05-2025 07:36:17    notice    REGISTRATION COMPLETE - Waiting for Operational status
      28-05-2025 07:36:11    warning    RNG-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;
      28-05-2025 07:36:11    warning    REG-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;
      28-05-2025 07:36:11    warning    RNG-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;
      28-05-2025 07:36:11    warning    RNG-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;
      28-05-2025 07:36:11    warning    Dynamic Range Window violation
      28-05-2025 07:36:11    warning    Dynamic Range Window violation
      28-05-2025 07:36:11    warning    Dynamic Range Window violation
      28-05-2025 07:36:11    warning    RNG-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;
      28-05-2025 07:36:11    warning    Dynamic Range Window violation
      28-05-2025 07:36:06    notice    DS 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;
      28-05-2025 07:36:05    notice    TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 07:35:58    warning    DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 07:35:56    notice    Honoring MDD; IP provisioning mode = IPv4
      28-05-2025 07:35:45    critical    SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
      28-05-2025 07:35:44    critical    Cable Modem Reboot because of - pin-reset

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    12 days ago

    Those latest stats show the Downstream power to be too high, and there is also "noise" on the line as shown by the PostRS errors.  That is far from fixed IMHO.

    Setup a BQM to monitor the state of the incoming circuit http://www.thinkbroadband.com/ping