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Kalevra's avatar
Kalevra
Joining in
25 days ago
Solved

New customer, constant disconnects

I’ve been having issues with my Hub5. It randomly disconnects at night for 5 minutes intermittently for the past 3 days. My internet goes down for about 5 minutes, then returns, then goes down again. Very annoying for streaming or online play.

I’ve had errors ranging from “No Maintenance Broadcasts for Ranging opportunities received” to “DBC-ACK not received” to “SYNC Timing Synchronization failure” to “No Ranging Response received”. I have the network logs, and setting a BQM will just illustrate my downtimes as mentioned above.

I also get 800mbps on an Ethernet connected device, when I should be getting <1gb as it’s a paid service. 

Is this a Hub issue? Im seriously considering returning everything and the service and switching providers or something. This headache is not something I signed up for. 

Im in the GU2 area if that makes any difference.

Am I entitled for compensation here? 

I’m not even going to try calling…I can’t stand that bot you have triaging customer service

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  • Matthew_ML's avatar
    Matthew_ML
    21 days ago

    Hey Kalevra, thank you for reaching out and a warm welcome to the community we are sorry to hear about your connection issues.

    Let me send you a DM and we will look into these. 

11 Replies

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  • Kalevra's avatar
    Kalevra
    Joining in
    25 days ago

    I also have these types of errors and sometimes the hubs light will flash red. Is the hub faulty and overheating?

    “RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW”

     

  • Kalevra's avatar
    Kalevra
    Joining in
    25 days ago

    To be clear it flashes red for a second during these outages. 

  • Kalevra's avatar
    Kalevra
    Joining in
    24 days ago

    Can someone tell me how to get the attention of the mod team? I tried posting the logs but get errors on the forum. What specifically do you need here? 

    you can see it below. It just happened again. 

     

  • Kalevra's avatar
    Kalevra
    Joining in
    24 days ago

    I spotted -8.9 in the Power (dBmV) values at times as well...

    3.0 Downstream channels

    		     
          
    ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID
    11390000000.340QAM 2561
    2147000000-2.239QAM 2562
    3155000000-140QAM 2563
    41630000000.741QAM 2564
    51710000001.641QAM 2565
    61790000001.841QAM 2566
    71870000001.941QAM 2567
    81950000001.840QAM 2568
    92030000001.340QAM 2569
    102110000001.140QAM 25610
    112190000000.740QAM 25611
    122270000000.540QAM 25612
    132350000000.340QAM 25613
    142430000000.340QAM 25614
    152510000000.240QAM 25615
    162590000000.140QAM 25616
    172670000000.140QAM 25617
    183150000000.341QAM 25623
    193230000000.341QAM 25624
    203310000000.541QAM 25625
    213390000000.440QAM 25626
    223470000000.640QAM 25627
    233550000000.541QAM 25628
    243630000000.540QAM 25629
    253710000000.141QAM 25630
    263790000000.241QAM 25631
    273870000000.341QAM 25632
    283950000000.141QAM 25633
    294030000000.141QAM 25634
    304110000000.241QAM 25635
    31419000000041QAM 25636

     

  • Kalevra's avatar
    Kalevra
    Joining in
    24 days ago
    TimePriorityDescription
    29-04-2025 23:27:53notice

    GUI Login Status - Login Success from LAN interface

    29-04-2025 23:13:06notice

    US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 23:03:19notice

    GUI Login Status - Login Success from LAN interface

    29-04-2025 23:02:57error

    DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 23:02:54notice

    US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 22:39:44notice

    GUI Login Status - Login Success from LAN interface

    29-04-2025 15:32:51notice

    US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 15:27:48notice

    US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 08:05:51error

    DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 03:10:08notice

    CM-STATUS message sent. Event Type Code: 4; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 03:09:48notice

    CM-STATUS message sent. Event Type Code: 5; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 03:09:42notice

    CM-STATUS message sent. Event Type Code: 2; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 03:09:42notice

    CM-STATUS message sent. Event Type Code: 1; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 03:09:13warning

    MDD message timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    29-04-2025 03:09:10notice

    CM-STATUS message sent. Event Type Code: 2; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 23:42:29notice

    US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 23:32:22error

    DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 23:32:19notice

    US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 23:26:11notice

    GUI Login Status - Login Success from LAN interface

    28-04-2025 23:12:37notice

    GUI Login Status - Login Success from LAN interface

    28-04-2025 22:46:40notice

    REGISTRATION COMPLETE - Waiting for Operational status

    28-04-2025 22:46:35warning

    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;

    28-04-2025 22:46:28notice

    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;

    28-04-2025 22:46:27notice

    TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:46:21warning

    DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:46:19notice

    Honoring MDD; IP provisioning mode = IPv4

    28-04-2025 22:46:10warning

    ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:46:09critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:45:58critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:45:57critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:45:53critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:45:52critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:44:21critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:44:20critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:43:50critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:43:48critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 22:42:59notice

    GUI Login Status - Login Success from LAN interface

    28-04-2025 22:42:09error

    DBC-ACK not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

  • Kalevra's avatar
    Kalevra
    Joining in
    24 days ago

    Before I reset the router, the PRE RS errors were in the high 6 figures...

     

    ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors
    1Locked39154169
    2Locked3950
    3Locked40150155
    4Locked401533
    5Locked40430
    6Locked40233
    7Locked4070
    8Locked4000
    9Locked4000
    10Locked4000
    11Locked4000
    12Locked4000
    13Locked4100
    14Locked4000
    15Locked4100
    16Locked4100
    17Locked4100
    18Locked4000
    19Locked4000
    20Locked4000
    21Locked4100
    22Locked4100
    23Locked4100
    24Locked4100
    25Locked4100
    26Locked4100
    27Locked4100
    28Locked4100
    29Locked4100
    30Locked4100
    31Locked4100
  • Kalevra's avatar
    Kalevra
    Joining in
    24 days ago

    Here's a network log from yesterday's issues...

    Network Log

    		  
       
    TimePriorityDescription
    28-04-2025 22:04:09notice

    GUI Login Status - Login Success from LAN interface

    28-04-2025 21:08:11notice

    REGISTRATION COMPLETE - Waiting for Operational status

    28-04-2025 21:08:06warning

    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;

    28-04-2025 21:08:00notice

    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;

    28-04-2025 21:07:59notice

    TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:53warning

    DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:50notice

    Honoring MDD; IP provisioning mode = IPv4

    28-04-2025 21:07:41warning

    ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:40critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:40critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:40critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:39critical

    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:39critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:39critical

    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:39critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:38critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:38critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:37critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:37critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:34critical

    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:34critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:30critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:30critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:30critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:30critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:29critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:29critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:29critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:29critical

    No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:27critical

    No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:27critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:26critical

    SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    28-04-2025 21:07:26critical

    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

    26-04-2025 20:50:18notice

    GUI Login Status - Login Success from LAN interface

    26-04-2025 20:02:57notice

    GUI Login Status - Login Success from LAN interface

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      21 days ago

      Hey Kalevra, thank you for reaching out and a warm welcome to the community we are sorry to hear about your connection issues.

      Let me send you a DM and we will look into these.